Smart Money--Notes from the Training

Dimitri and her staff included a lot of information and background in addition to the information in the training handout.  Here’s a few key points I added to my handout:

1.       Key in the right amount!  This is especially important--all the time.

2.       Refunds: 

a.       Refund Found on Shelf items the full amount (cost of item plus processing fee), because we lost the item.  Refund Lost items the cost of the item only, because the customer lost the item (and later found it).

b.      Allow 2-3 weeks to process a refund check.

c.       Submit with the Revenue Refund Memo (on the Intranet) the customer’s receipt or a screen shot of the Fines Paid screen in Sirsi.

3.       Voids or Waives: No voids or waives in Smart Money once a transaction has been rung up.  Managers only can void a credit card  transaction before the sale is completed.

4.       Credit Cards: 

a.       No American Express cards

b.      No charges less than $1

c.       No charges more than $200.

d.      The customer must sign the original receipt and it must be put in the change drawer.  It is the customer’s authorization for the charge.

5.       Spare Change: can ring in as Misc or Booksale (like when a customer says, “Keep the change”).

6.       Non-Resident Cards:  for non-Texas residents, $20 for 6-month card, $40 for 1-year card.

7.       Deposits:

a.       Book Sale envelope includes book sale, earphone, and flash drive sales.  The funds are deposited at Wells Fargo.

b.      Fines envelope includes fines, replacement cards, bags and miscellaneous.  The funds are deposited in the city’s account at Chase.

c.       Credit card payments going to different accounts (such as book sale and bag combos), must be rung up separately so we have credit card receipts for each account. 

d.      Don’t staple envelopes together—they get separated when counted into private and city funds.

e.      Don’t highlight the Merc Cat sheet—the Financial Services staff marks the sheet as they count the deposit.

f.        If there’s not enough cash to complete separate envelopes for Fines and Book Sale, combine the deposits in one envelope with the  two Merc Cat sheets.

g.       If we don’t have enough deposit bags, we can combine separate days in one bag.  BUT we should be sending a deposit with each Delivery.

8.       Password or technical problems with Smart Money:  email Jeff Robin or call the IT Help Desk (ext. 31570).

Are there notes you made on your handout that I haven’t included?  If so, please share them with the rest of the team. 

Better understanding of Smart Money and our payment process will  improve our customer service!

Karen