This document has been constructed to discuss loss prevention configurations available and loss auditing reports available within Revel. This is not intended to be a recommendation for your specific business needs and these should be considered within the context of this document.
It should be noted that while this document provides options for loss prevention and loss auditing, any strategy will be ineffective without continuing training and education. Loss can be unintentional and ensuring staff are well trained and informed about loss prevention strategies and changes therein is crucial for success.
This document has been written specifically around the 2.48 version of Revel and focuses on the Management Console.
- Loss Management - Nomenclature on the POS
- Loss Prevention - Role Permissions
- Loss Prevention - Settings
- Loss Auditing
Loss Management - Nomenclature on the POS
- Deletion– prior to pressing Pay, the user has removed an item from the order. This is an item movement.
- Void– after pressing Pay, but prior closing the order by pressing Done after payment, the user has removed an item. This requires the user to select a pre-existing reason or type in a new reason. This is an item movement.
- Return– after a payment is made, and after Done has completed the order, the user removes an item from the order. This typically puts the Balance into negative, requiring either a refund or additional items to be added to the order to bring the balance to zero or positive. This is an item movement.
- Refund– when a user gives funds back to a customer, with or without a return. This is a financial movement.
- Exchange– when an item is returned for another item or items of equal or higher value. This cannot include a partial refund and is only an item movement.
- Comps– when an item is reduced to $0.00 by the user, in which the user must select a pre-existing reason or type in a new reason. This is typically done to differentiate complimentary items to customers or business partners from any discount campaigns. This is an item movement.
It should be noted that based on configuration, some of these movements will not exist in reporting as they are not used.
Loss Prevention - Role Permissions
The best way to prevent loss, is to ensure appropriate role permissions have been configured and assigned to your users. Some key role permissions include:
- Owner Access: Allows access to owner-restricted areas on the Point of Sale. It also causes the user’s PIN to be treated as a valid password for restricted actions. It does not allow using those actions without inputting the PIN.
- Manager Access: Allows access to manager-restricted areas on the Point of Sale. It also causes the user’s PIN to be treated as a valid password for restricted actions. It does not allow using those actions without inputting the PIN.
- Batch Process: Grants access to view and manage the Batch Process under the Point of Sale Manager Settings.
- Decline Payments: Grants access to view and manage the Declined Payments under the Point of Sale Manager Settings.
- Financials: Grants access to the Financials screen and reports.
- Add Extra Items: Allows users to access the Add Extra Items function.
- Can stay logged in: Allows the user to remain logged in to the Point of Sale, despite auto-logout settings.
- Comps: Assuming comps are supported on the Point of Sale, this token gives the user permission to comp items.
- Manual Discount: Allows users to apply manual discounts without a password.
- Open Cash Drawer: Allows users to open the cash drawer without a password.
- Override Prevailing Tax Rate: Allows users to override prevailing tax rate for an order or for the day without a password.
- Refund Payment: Allows users refund payments without a password.
- Remove Tax: Allows users to remove tax from an order or item without a password.
Loss Prevention - Settings
Different settings configurations can assist with speed of service and also assist with guiding employees toward a set of actions that will comply with your business practices.
- Do not allow modification of closed orders: greatly limits the actions that can be taken on closed orders without manager approvals. Return/Refunds and Reprints are allowed but not most other actions. You may also choose to restrict Returns/Refunds and use only Receiptless Returns and/or Exchanges.
- End Of Day Process: A standard process that can be run on the main POS terminal at the end of each business day by authorized employees.
- Allow refunds only if balance due is negative: The user will only be able to perform a refund if payments exceed sales on a transaction.
- Limit Voids/Returns/Exchanges: Restricts voids/returns/exchanges to a specific amount of days beyond which they will not be allowed.
- Disable Auto Cash: requires employees to input the amount of cash to be tendered, rather than simply pressing Cash and auto cashing for the exact amount.
- Treat Quick Cash buttons as Cash payment: The system will assume the Quick Cash buttons are actual cash payments and will immediately calculate change accordingly. Quick Cash button values can also be customized.
- Product mix employee sales mode: Adds a breakdown of each employee’s sales to the Product Mix report to assist with auditing.
- Till Alerts: A set of alerts, either on the POS or to an email address, notifying the user that the cash drawer has hit a pre-determined upper limit of cash. Further orders can be restricted if a higher limit is hit without a safe drop having been performed.
Even with the best of intentions from staff and customers, mistakes can happen, and it is essential that appropriate auditing can take place to identify where things have gone wrong. This section will walk through how to best use Revel’s reports to find these case scenarios. It is important to consider whether you are auditing based on pre-payment issues (inventory shrinkage, voids, etc.) or post-payment issues (tender change, returns, large/small cash payments, etc.) and choose the appropriate reports:
- Action Log Report - The Action Log Report allows for all action types to be reported on. Some key areas of interest would be filtering based on Item Deleted from order, or any applied Price Overrides.
- Product Mix Report - The Product Mix report allows for reporting on items added to orders and paid for. It should be noted that the product mix report numbers are based on sales, not payments. Therefore, this report should be used primarily when considering pre-payment loss auditing issues. Preferences can be applied on the Product Mix report to include Voids/Returns, Exchanges, & Comps each in their own separate column. These columns can then be sorted by clicking on the column header, to see which items have the largest amount of Voids/Returns.
If the Product Mix Employee Sales Mode function has been enabled in Settings, there is an additional section focused on Employee Sales, which would allow for identification of any employees with a high number of Voids/Returns.
- Product Inventory Log - The Product Inventory Log report shows all movements taken on products. Please note there is no reporting on payments in this report. The log can show any sequence actions that may be of interest, such as sales and voids in quick succession, large quantities of items sold, etc.
- Adjustments - The Adjustments report is a pre-payment auditing report focused on specific void, return, and exchange actions. It can be used to drill down further into specific orders or employees of interest.
- Payment Summary - The Payment Summary report shows all orders and their associated MOP and is best used for post-payment loss auditing purposes. The log is automatically sorted by date/time but each column header is sortable, allowing for focus on high or low order values.
- Order History - The Order History report is a log of all orders and payments and would primarily be used for post-payment loss auditing but can be used for pre-payment loss auditing as well. Any orders with atypical changes are colored with this associated legend: Multiple histories (orders that have been reopened after close), Multiple Days (orders that have been reopened across multiple days), Not Valid (payments do not match sales after close, indicating either a technical issue or user interference of POS performance), Declined (an order had a credit card payment declined, online or offline).
- Customer Order Items - In the CRM tab, in Export/Import, there is an option to Export Customer Items. This allows you to select a time range and establishments in order to perform an export of all item sales, line by line. It is very similar to a transaction log report as other systems, and can help identify a pattern or system of behavior for orders of interest.