Cash Handling
What is a float, and when do you count it?
A float is the starting cash amount in the register. It is counted at the beginning and end of the shift.
What report do you print before balancing the register?
The end-of-day register summary or Z-report.
When can a customer legally request a refund?
When an item is faulty, unsafe, not as described, or doesn't work as intended.
What’s the first thing you do if the float is wrong at shift start?
Stop, recount, report discrepancy immediately to your supervisor.
What if the customer refuses their receipt?
Offer it once, and if declined, follow store policy (e.g. discard or retain for records).
What should you do if you can’t make correct change?
Politely ask if the customer has smaller notes/coins or notify a supervisor for assistance.
Name two POS consumables.
Receipt paper, EFTPOS roll, ink cartridge.
What is a credit note used for?
A store-issued document to offer a future purchase instead of a refund.
The EFTPOS total is lower than expected. What might have happened?
Missed transaction, machine error, cancelled sale not recorded.
What if your coworker skips counting the float at start?
Remind them to count it, or inform a supervisor—it must be verified to avoid future issues.
You overcount your till by $20. What should you do?
Report the overage to a supervisor and record it according to store policy. Never keep or hide the money.
What is meant by “clearing the terminal”?
Logging out and resetting the POS system at shift end to clear all transactions.
A customer returns a faulty item with no receipt. What’s your process?
Attempt to find proof of purchase, assess the product, follow store refund policy, and get supervisor approval.
Why should you separate float from takings when balancing?
To get an accurate total of the day’s sales and identify discrepancies clearly.
What if the lay-by amount on paper doesn’t match the system?
Double-check all entries, review payment history, and inform supervisor to investigate.
List two reasons you might be short at the end of day.
Incorrect change given, missed recording a sale, theft, or float counted incorrectly.
List 3 steps to closing the register properly.
Count the cash float, compare totals to POS, clear the terminal and secure the takings.
What if someone tries to return an item that was never sold by your store?
Politely explain the store policy and refuse the return unless proof of purchase is provided.
Name 3 reasons for end-of-day discrepancy.
Incorrect change, missed sales, float error, theft, system mistake.
What if a gift voucher won't scan, but it’s in date?
Manually enter the code or barcode, check for system error, and escalate if needed.
A customer insists they paid $50, but your system says $20. What do you do?
Stay calm, explain the discrepancy, recount the till, check POS history and inform a supervisor.
What would you do if your EFTPOS total and register total don’t match?
Recheck transactions, recount cash and EFTPOS slips, check for errors, and report to supervisor.
Explain how lay-by refunds differ from standard refunds.
Lay-by refunds may include cancellation fees and are processed according to specific lay-by agreements.
You find $10 extra in the till. What’s the proper reporting process?
Record the overage in the discrepancy log and report it to a supervisor immediately.
What if a customer says you gave the wrong change—but you’re unsure?
Recount the till, review transaction if possible, remain calm, and refer to supervisor if needed.