Neil McQuillan perhaps requiring a "manager code" or similar to authorise a refund and confirm that the pop up has been read? In the cases we have had it has been a case of the pop up being dismissed in error without reading it - perhaps because pop ups are used regularly for many functions and the gravity of this pop up was not realised by our cashier. It is user error, I understand that, and you can't mitigate against that. But belt and braces is no bad thing.

Neil McQuillan That is an excellent idea - to require a secondary sign in / code entry to confirm it is a legitimate refund. If that is too much work for you, there must be better ways to present the option for a refund, or to make it clear at a Tender that it is going to be refunded ... moving to the Tender screen and showing a Refund being processed would make it harder to make a mistake, rather than just clicking the wrong button - it is easy to mis-read your pop up and click the opposite ... the eye is just guided to the Yes when the pressure is on and the brain can just click that in the heat of the moment. Could you as a minimum highlight the No button instead of the Yes button if the bigger change is not going to happen. A customer will always contact the shop if they have not been refunded. The reverse is not true, it is very very rare for a customer to let a shop know if they have been under charged.

Simon I see the business problem here, I'm just not sure howto fix it without getting loads of complaints from customers doing a lot of refunds.

For example perhaps force the cashier to reenter their pin, the problem is we have some customers who do hundreds of refunds a day and I suspect putting more steps in would be meet with significant resistance. I know one customer in particular shipped 5,000 orders on CyberMonday of which a significant percentage will rebound.

All that said, that message is pretty clear, so I suspect its just not been read by the cashier. I have some experience with this kind of thing, and if we add more checks, if the cashier is on 'auto pilot' they'll just wade thru them.

What about a daily or weekly check of refunds using the payments grid in Cloud MT (from memory automatic refunds are clear to see in here), you could then catch errors and provide staff training?

Neil McQuillan Hi Neil, the problem is that it is a permanent action and training will not solve - I have made the mistake myself just before Christmas when processing a Gift Voucher - I know what to do but in a rush / panic I pressed the wrong button.

Can you please either remove the colour or colour both buttons the same ... that should make some difference. My preference would be to colour the No button blue and leave the Yes White background. That means that if someone clicks No, there is not a permanent problem created, either leaving the shop without money (worst case), or causing significant inconvenience to the customer to have to wait for the refund to show before paying again (or abusing the shop as happened to us on the day I raised this)

Simon Would making the dialog an alert one (e.g. red) perhaps help?

I'll have a chat to see if we can make the default button no.

What do others think of this idea?

Simon: HI Simon/Emily,

What about an input to confirm the value which will be refunded...a bit like a confirm the name of the entry you want to delete.

This would hopefully help to ensure that cashiers don't just press Yes as they'd need to enter the value (i.e. €1.40 in the example above).

What are your thoughts?

Suzy