Resolution: Since two receipt AICs were effected, AIC 070 was overstated and AIC 053 was understated, this does not affect the RA’s bank deposit. Review the table in the POS NCR Manual, Section 57, to verify who (clerk level or unit level) can make the adjusting entry. In this case, both AICs can be adjusted at the unit level (Back Office) only. To correct, reduce AIC 070 and increase AIC 053.

Same Day / Next Day - If no other entries were made, go to:

Access Back Office

Select

Enter AIC 053, press [Enter]

Enter the amount, press [Enter]

If applicable, enter all required data. Press [Enter] after each entry.

Select

System defaults to AIC 752, change to AIC 070. Press [Enter]

If applicable, enter all required data. Press [Enter] after each entry.

Select

No other adjustments are needed.

Problem: Clerk made entry into AIC 453 should be 470.

Resolution: Since two disbursement AICs were effected, AIC 453 was overstated and AIC 470 was understated, this does not affect the RA’s bank deposit. Review the table in the POS NCR Manual, Section 57, to verify who (clerk level or unit level) can make the adjusting entry. In this case, both AICs can be adjusted at the unit level (back office) only. To correct reduce AIC 453 and increase AIC 470.

Same Day - If no other entries were made, go to:

Access Back Office

Select

Enter AIC 470, press [Enter]

Enter the amount, press [Enter]

If applicable, enter all required data. Press [Enter] after each entry.

Select

System defaults to AIC 752, change to AIC 453

Press [Enter]

If applicable, enter all required data. Press [Enter] after each entry.

Select

No other adjustments are needed.

Next Day – If no other entries were made, go to:

If the office enters their trust deposits and withdrawal in PostalOne

Access Back Office

Select

Enter AIC 470, press [Enter]

Enter the amount, press [Enter]

If applicable, enter all required data. Press [Enter] after each entry.

Select

System defaults to AIC 752, change to AIC 247

Press [Enter]

Enter Reason Code 002 and press [Enter]

Enter Employees Name, press [Enter]

Select

No other adjustments are needed.

If the office does not enter the trust deposits and withdrawals in PostalOne

Access Back Office

Select

Enter AIC 470, press [Enter]

Enter the amount, press [Enter]

If applicable, enter all required data. Press [Enter] after each entry.

Select

System defaults to AIC 752, change to AIC 453

Press [Enter]

If applicable, enter all required data. Press [Enter] after each entry.

Select

No other adjustments are needed.

Problem: Clerk overstated AIC 121 as a result AIC 752 is also overstated.

Resolution: Error requires an adjustment at the clerk level and an adjustment at the unit level. Clerk level adjustment will reduce the clerk’s cash. The system will not ask for the additional cash at closeout. The unit adjustment will correct the overstated receipt AIC.

Clerk Level

Press [Clerk Services / Back Office]

Select

Enter the Employee Name, press [Enter]

Enter the amount, press [Enter]

Select

Select <1412 Discrepancy (002)>

Select

Unit Level

Access Back Office

Select

Enter AIC 247 [Enter]

Enter the amount, press [Enter]

Select

Select <1412 Discrepancy (002)>

Press [Enter]

Enter name, press [Enter]

Select

System defaults to AIC 752, change to AIC 121

Press [Enter]

If applicable, enter all required data. Press [Enter] after each entry.

Select

NOTE: Please review the table in the POS NCR Manual, Section 57, to verify who (clerk level or unit level) can make the adjusting entry.

Problem: Clerk overstated AIC 553 as a result AIC 752 is understated.

Resolution: Error requires an adjustment at the clerk level and an adjustment at the unit level. Clerk level adjustment will increase the clerk’s cash required. The system will ask for the additional cash at closeout. The unit adjustment will correct the overstated disbursement AIC.

Clerk Level

Press [Clerk Services / Back Office]

Select

Enter the Employee Name, press [Enter]

Enter the amount, press [Enter]

Select

Select <1412 Discrepancy (002)>

Select

Unit Level

Access Back Office

Select

Enter AIC 647 [Enter]

Enter the amount, press [Enter]

Select

Select <1412 Discrepancy (002)>

Press [Enter]

Enter name, press [Enter]

Select

System defaults to AIC 752, change to AIC 553

Press [Enter]

If applicable, enter all required data. Press [Enter] after each entry.

Select

NOTE: Please review the table in the POS NCR Manual, Section 57, to verify who (clerk level or unit level) can make the adjusting entry.

Problem: Clerk made entry into AIC 125 should have gone into AIC 130.

Resolution: Since two receipt AICs were effected, AIC 125 was overstated and AIC 130 was understated, this does not affect the RA’s bank deposit. Review the table in the POS NCR Manual, Section 57, to verify who (clerk level or unit level) can make the adjusting entry. In this case, both AICs can be adjusted at the clerk level (front office). To correct reduce AIC 125 and increase AIC 130.

Press [Clerk Services / Back Office]

Select

Enter AIC 130, press [Enter]

Enter the amount, press [Enter]

If applicable, enter all required data. Press [Enter] after each entry.

Select

System defaults to AIC 752, change to AIC 125

Press [Enter]

If applicable, enter all required data. Press [Enter] after each entry.

Select

No other adjustments are needed.

Bad User ID Entered For Employee

You must be assigned POS-ONE Administrator role to assign roles or edit employee

information.

In Back Office, go to:

??File Maintenance and Unit Settings

??Employee Information.

??Add an Employee; enter the correct UID.

- Roles can not be removed if there is accountability with the exception of the stock custodian role.

??Go to roles:

- Deselect the roles on the bad UID by removing the toggle

- Re-select the role on the correct UID by toggling next to the role. Remove the bad UID by selecting ; Select

If the roles have accountability assigned, the bad UID cannot be edited.

??AHD must create a ticket.

??Agent leaves the ticket open assigned to Support-SL

??An accountability script along with instructions will be emailed or faxed to the office needing the accountability transferred and clerk removed.

??Script is faxed to POS Financial Analyst, HQ for review.

??NCR-POS Financial Analyst, HQ, will:

1. coordinate with the office or District Financial Services Specialist for

supporting documentation and script spreadsheet preparation.

2. review and approve the script.

3. post approved script request to Lotus Notes. Coordinate with POS ONE Tier 4 for script implementation and follow up with instructions and remove employee.

NOTE: Assign accountability (new block of money orders) to the good UID so

Retail Associate can began working the window.

Closing the Unit

In POS NCR, the unit cannot close until all Retail Associates have been

consolidated.

To verify if all Retail Associates are consolidated:

Access Back Office

Select <Unit Options>

Select <View Clerk Status>

Under Terminal Status column, all employees who worked that day should say

“Consolidated”.

To close the unit:

Access Back Office

Select <Unit Options>

Select <Close Unit>

Select <Prepare Final Bank Deposit>

Verify the data on the Final Bank Deposit Summary screen. The dollar

amount at the bottom right hand column should be $0. Once information

is verified

Select <Continue>

Select <Accept Deposit>

Verify the Cash Denominations

At the top, Bank deposit must equal: $ amount, should be the same as

the Total $ amount at the bottom.

Select <Accept>

Select <Yes, Accept Deposit>

If any RA’s have voided money orders for the current business day, the

closeout person must select <Verify Voided Money Orders> before they

can close the unit. Once voided money orders have been verified:

Select <Close Unit>

Closing the Unit -- Troubleshooting

Problem: Unit cannot close because clerk is not consolidated.

RA is gone for the day, and did not turn in their money for deposit.

Resolution: Close the clerk out from back office.

Select <Unit Options>

Select <Close a Clerk>

Select the Dyna Key of the clerk that needs to be closed out. The amount

available for deposit will be displayed.

Select <Retain Cash>

Key in the clerk’s cash retained ($100 plus change)

Select <Accept>

Put the remaining amount (Available for Deposit) in as a shortage, as follows:

Select <Employee Cash – Over /Short>

Select <Employee Cash – Shortage (764)>

Complete the appropriate fields.

Select <Accept>

Select <Return to Summary>

Select <Sign Out>

Select <Yes – Print Reports and Sign Out>

Select <OK>

Now closeout person can close the unit.

When clerk returns, clerk will clear the shortage with AIC 364 and deposit the

money in bank.

Problem: Unit cannot close because clerk is not consolidated.

RA is gone for the day, but they turned in their money for deposit before they left.

Resolution: Close the clerk out from back office.

Select <Unit Options>

Select <Close a Clerk>

Select the Dyna Key of the clerk that needs to be closed out

Select <Count Final Deposit>

Select <Personal Checks>

Verify clerk’s checks

Select <Toggle On/Off Verifications>

If you have a check that is not recorded in the system select <Add Item>

to add the check in with deposit. If there is a discrepancy between the

physical check and the information recorded, select <Edit Selected Item>

and make the correction to the check listed.

Select <Accept>

Repeat the above process for toggling all other non-cash tenders

Select <Return to Summary>

Select <Retain Cash>

Key in the clerks $100 plus the change

Select <Accept>

Select <Count Final Deposit>

Select <Cash>

Key the quantities of each denomination. Press [Enter] after each entry

Select <Accept>

Select <Return to Summary>

Available for Deposit should now be $0

If there is a negative amount next to Available for Deposit, put the

discrepancy in <Employee Cash – Overage (068)>. If there is a positive

amount next to Available for Deposit, put the discrepancy in <Employee

Cash – Shortage (764)>

Select <Sign Out>

Select <Yes – Print Reports and Sign Out>

Select <OK>

Now closeout person can close the unit.

Problem: Unit is closing out. Retail Associate is consolidated; however,

one or more of the checks that are listed is for the wrong amount.

Resolution: Edit the RA’s check(s).

Select <Close Unit>

Select <Prepare Final Bank Deposit>

Select <Continue>

Select <View Clerk Deposits>

Select <View Other Tenders>

Highlight the check to be adjusted

Select <Edit Tender>

Key the correct dollar amount, press [Enter]

Select <Accept>

Select <Accept> again

Select <Return to Summary>

Continue to close the unit. The difference from the discrepancy will offset in

either AIC 247 or AIC 647. The RA is going to have to clear the 247 or 647 when

they return.

Problem: Unit is closing out. Retail Associate is consolidated; however,

the cash total that is listed is not correct.

Resolution: Edit the RA’s cash denominations.

Select <Close Unit>

Select <Prepare Final Bank Deposit>

Select <Continue>

Select <View Clerk Deposits>

Select the Dyna Key for the clerk that needs their cash total adjusted

Select <View Cash>

Key the correct quantities for each denomination. Press [Enter] after each entry.

Select <Accept>

Select <Accept> again

Select <Return to Summary>

Continue to close the unit. The difference from the discrepancy will offset in

either AIC 247 or AIC 647. The RA is going to have to clear the 247 or 647 when

they return.

COD – Delivering a COD Package

NOTE: When a Retail Associate delivers a COD Package at the

window and the customer is paying with cash, it is necessary to

enter two separate transactions.

The first is to sell a money order to the customer.

The second is to enter a COD paid by pre-purchased money order.

Press [Other Customer Services}

Select

Scan or enter label number

Select

Delivered should be checked. Select

Select

Enter the COD amount, press [Enter]

Select

Enter the amount of the money order, press [Enter]

Enter the money order serial number, press [Enter]

Select

Select for any more parcel

Scan or enter PS Form 3849

Press [Payment End of Visit]

Receipt will print.

TROUBLESHOOTING

PROBLEM: Customer is picking up a COD package and paying cash. Retail

Associate followed the NCR workflow - . For

whatever reason, the Retail Associate is trying to VOID the Money

Order, but the system requires another money order be printed.

POS will not allow the money order to be VOIDED.

SOLUTION:

Endorse money order payable to USPS from USPS and send with

bank deposit. Using the MDCD Hand Held Scanner, scan the COD

as appropriate, misdelivered, refused, returned, etc.

Customer paid for COD with a check.

Press [Other Customer Services}

Select

Scan or enter label number

Select

Delivered should be checked. Select

Select

Enter the COD amount, press [Enter]

Select

Enter the check number, press [Enter]

Select

Select for any more parcel

Scan or enter PS Form 3849

Press [Payment End of Visit]

Receipt will print.

Credit Card Reversal

When voiding a credit card payment, transaction must have been performed on

the same day, same clerk and the same terminal. Customer must be present

with the credit card.

Press [Clerk Services / Back Office]

Select

Key the receipt (bill) number, press [Enter]

Select if receipt matches display

The card payment should be the first item on the display screen highlighted.

Select

Swipe the credit card.

USPS copy of the receipt will print. Customer must sign the USPS copy of

receipt.

Select

Select to select another form of payment.

Complete the transaction.

Money Order Issues

International Money Order for tender

There are two ways to use a Foreign Money Order (Non-postal Money Order) for

the payment of products and services on the POS ONE system.

A. Selecting from the Payment / End of

Visit screen.

You can use a non-postal (foreign) money order for tender when the

amount of the money order is equal to or less than the total of the sale

for items that allow money order as tender.

B. Using a foreign money order for tender when the amount of the

money order is greater than the amount of the sale.

If the amount of the money order is greater than the amount of the

sale, or any time a money order is being redeemed, the RA can cash

the money order in the Other Customer Services – Money Orders

workflow.

When the money order is cashed (redeemed), the amount of the

money order is used to offset the total of any sales of products or

services as shown in the steps below:

(Note: This example shows cashing the money order first and then

selling an item but the tasks can be performed in either order.)

1. Press [Other Customer Services].

2. Select .

3. Select .

4. Select the country.

5. Enter the amount of the money order in US Dollars.

6. Insert the money order in the slip printer

Manually enter the serial number and then press [Enter].

7. Select .

The money order amount is shown in the Notebook area as a

negative amount (amount owed to the customer). See screen

below:

8. Press one of the following static keys, [Mailing], [Stamps],

[Customer Services] and complete sale of product or service.

Notice on screen below, Book of first class stamps was sold and

the amount due the customer is now offset by the amount of the

sale.

9. Select [Payment / End of Visit]

10. System prompts the RA to pay the customer the difference

between the value of the money order and the amount of the sale,

in this example $122.00.

Cannot be read by the MICR

Scenario:

Money Order is inserted into the MICR for printing and the following

message is received when the Money Order serial number could not be

read:

“The MICR cannot perform the required process.” Retry/Cancel

To enter the Money Order serial number manually:

1. REMOVE the Money Order from the MICR while the message is still

displayed (DO NOT reinsert the Money Order )

2. Select the Cancel option on the displayed message

3. Manually input the serial number

4. You must select Enter to accept the serial number (the number will

turn grey)

5. Reinsert the Money Order into the MICR

6. The error message will redisplay if the Money Order still cannot be

read

7. REMOVE the Money Order from the MICR while the message is still

displayed

8. Select the Cancel option on the message

9. Reinsert the Money Order into the MICR for printing

10. Select to print the money order

11. Remove the printed Money Order from the MICR

12. Select if the Money Order printed

successfully

Issue a No-Fee Money Order

1. Press [Other Customer Services].

2. Select .

3. Select .

4. Enter Money Order amount. (Max limit = $1000), press [Enter]

5. Select if the money order is for a Unit-related expense, or select

if it is not.

6. Enter employee ID, press [Enter].

7. Enter Offset AIC and press [Enter] and select .

7. Press [Payment or End of Visit].

8. Insert money order into the receipt printer to be printed.

9. If prompted, select , then insert the next sequential money order.

10. Select if the money was printed

successfully.

Resource: R 22.0 - POS ONE Procedure Guide

http://eagnmnsg10d/posone/files/training/ncr/NCR%20R22.0%20POPG%20v1.01.pdf

(Note: the POS ONE Procedures Guide can be accessed directly from the USPS

Blue Page by typing in posone in the URL address. Click on the training link and

select either the IBM or NCR online guides and deployment training documents.

Then click on the respective vendors procedures guide.)

Replacing a Spoiled/Mutilated

Problem: Customer comes in with a damaged money order and wants the

money order replaced.

Resolution: If Customer has the matching receipt (top portion) of the

damaged postal money order, the customer must complete Form 6401 with

all of the required information. The fee is waived. The Retail Associate

must also complete field entitled “No-Fee Money Order Serial No.” Mail

form to Scanning & Imaging Center.

Issue the customer a no fee money order and offset with AIC 641.

To replace a spoiled money order:

Press [Clerk Services / Back Office]

Select

Enter the customer’s name. Press [Enter]

Enter the dollar amount of the damaged money order. Press [Enter]

Enter the spoiled money order serial number. Press [Enter]

Select

Press [Enter]

Cash Drawer Opens

Insert the new money order to print.

Once money order prints, select

Receipt will print.

Note: If the customer does not have the matching receipt for the damaged

postal money order, the customer must complete Form 6401 with all of the

required information. The customer must then submit the form, with the

damaged money order to the Money Order Branch at P. O. Box 82453, St.

Louis, MO 63182-2453 for expedited replacement processing and mailing

to the customer.

Two Money Orders Inserted at Once

Problem: If two money orders stuck together during printing and the POS printer printed the

top money order but read the bottom one, the customer may have left the Post Office with the

top money order so it cannot be voided and corrected. Use the following procedures to resolve

the problem.

First print a sold money order list

Press [Clerk Services Back Office]

Select

Select (16)

Select

Review List – there should be a break in the serial numbers. If that is the case – ensure the

Retail Associate physically has the money order serial number that is listed as being sold.

Same Day/Same Clerk: Clerk physically has money order that appears on list as sold.

Sell the money order for the exact amount of the money order the customer has in their possession in the POS system.

Press [Other Customer Services]

Select

Enter the amount

Press [Payment or End of Visit]

Select

Enter the amount due, press [Enter]

Manually enter the serial number of the money order number the customer actually has. This should be the missing serial number from the Domestic Money Order Sold Report.

Press [Enter]

Insert blank sheet of paper

Select

Error message will display: An Error occurred during MICR Read….. Verify the serial number.

Select

Insert the money order that appears on the Domestic Money Order Sold list that really wasn’t sold.

Select <Print Successful & Continue>

Retail Associate will physically void the money order they have in their possession and also void in the POS terminal. Mark or stamp SPOILED on the money order. Print out a Domestic Money

Orders Sold Report and confirm that the money order the customer physically has appears as being sold and the money order the clerk physically spoiled appears as VOID. No other action is required.

Subsequent day/same clerk resolution

Sell the top money order for $.01 in the POS system that is listed on the inventory by category.

Press [Other Customer Services]

Select

Enter the amount

Press [Payment or End of Visit]

Select

Enter amount due, press [Enter]

Manually enter the serial number of the money order number the customer actually has (this should be the missing serial number from the Domestic Money Order Sold Report.

Press [Enter]

Insert blank sheet of paper

Select

Error message will display: An Error occurred during MICR Read….. Verify the serial number.

Select

Insert the money order that appears on the Domestic Money Order Sold list that really wasn’t sold.

Select <Print Successful & Continue>

Once printing is successful, void the same money order serial number in the POS terminal.

Reporting the money order as voided will get it out of the inventory. Physically void the bottom money order that the clerk has in their possession. Mark or stamp SPOILED on the money order. Send a copy of the spoiled money order to the Money Order Reconciliation Branch in St. Louis, PO Box 82452, St. Louis, MO 63182-2452. Indicate the money order listed as sold

should be voided and the money order listed as voided should be sold.

Unit Reserve - Where are my Money Orders?

Stock Custodian is trying to transfer Money Orders to a Retail Associate. The message appears “The Serial Number xxxxxxxxxxx is not available for transfer.” Check the POS Back Office Inventory By Category report to ensure the money order serial numbers are listed in the unit reserve inventory. If they are not listed, they either have never been accepted into the POS inventory, or they were accepted at an earlier date and were then not included in a later reconciliation of the inventory.

If never received into inventory, initiate an inventory transfer for money orders to be received from vendor.

If previously accepted, initiate a new reconciliation to add them back into inventory. An actual count of the inventory is not necessary. The Stock Custodian can print out an Inventory by Category report and use the item numbers and quantities listed from the report.

Note: if a new reconciliation is initiated, unit reserve must reconcile both stock and money orders.

To print the Inventory by Category Report, sign on to Non Retail Role:

Select

Find the pages detailing: Unit Redeemed and Unit Reserved

To begin the Unit Reserve Reconciliation:

Select

Select Select

Select

A Message will appear: A new reconciliation has been initiated successfully.

Select

Referring to the Inventory by Category Report, enter the quantities for the item numbers listed.

Highlight the type of money order to be reconciled.

Select

Scan or key the starting money order serial numbers, then press [Enter]

Key the quantity of consecutive money order serial numbers, then press [Enter]

Select

Key the quantity of bills and coins, then press [Enter]

Select

Reconciliation Summary Page will appear.

The Audit Total and Accountability Total should be the same – Difference Column should be $0.00

Select

Enter Remarks (ex. Money Orders were omitted from previous reconciliation.)

Select

Message appears “The reconciliation has been successfully completed.”

Select

A Financial Adjustment Memorandum should print indicating no change.

Stock Custodian should now be able to ship Money Orders to Retail Associate.

Voiding Money Orders / COD Money Orders

Voiding Printed Money Order or Changing Fee Status Money Orders can only be voided same day and same clerk. The money ordertransaction has to be complete (select ) before voiding the printed money order; otherwise you will be in a continuous loop were system ask you to insert another money order. To void a printed Money Order or change the fee status:

Press [Other Customer Services]

Select >

Insert the Money Order into printer to scan or key in the serial number.

Press [Enter]

Select

Follow the screen prompts.

Press [Payment or End of Visit]

NOTE: COD Money Orders cannot be voided. Clerk will endorse the money order and deposit to bank.

Negative Clerk Accountability (AIC 853)

Problem: Clerk intended to sign on in the Retail Floor Stock Role, instead signed on in an individual accountability role (ex. Stamps by Mail, SSPC Vending Technician).

As a result, clerk cannot close because of a negative accountability (AIC 853).

Resolution: POS-NCR allows a user to sell more stock than is available (sell in the negative) during the working session, but will not allow the user to perform end of day activities unless the accountability is zero or more. To restore a zero or more level accountability, perform an internal transfer of an equivalent amount (the amount that is in AIC 852) of stock from the Unit Reserve to the Retail Floor stock.

If an Inventory by Category is needed:

Access Back Office

Select

Performing the internal transfer will reduce the inventory for the segment that

physically sold the stock and restore the original inventory level to the individually accountable role.

Log onto the Retail Floor Stock role.

Press [Clerk Services / Back Office]

Select

Select the Dyna key for the segment clerk was selling stock out of

Key the item number to transfer, press [Enter]

Enter other items, as necessary

Select

Key the quantity for each item, press [Enter] after each entry

Select

Log onto the Segment the clerk was working out of with the negative accountability.

Press [Clerk Services / Back Office]

Select

Clerk can now End Clerk’s Day for the Segment.

NOTE: Retail Associate should not retain cash unless the Segment has cash retain established.

Negative Accountability - Retail Floor Stock

Problem: The last Retail Associate (clerk) to closeout cannot close

because of a negative accountability (AIC 853).

Resolution: NCR POS allows a user to sell more stock than is available

(sell in the negative) during the working session, but will not allow the last

clerk to perform end of day activities unless the accountability is zero or

more. This problem usually occurs when the Stock Custodian physically

issues stock to the Retail Floor but did not perform the transaction in the

POS terminal. To restore a zero or more level accountability, perform an

internal transfer of an equivalent amount (the amount that is in AIC 852) of

stock from the Unit Reserve to the Retail Floor Stock. If an Inventory by

Category is needed:

Access Back Office

Select

The Stock Custodian must perform the next procedure.

Access Back Office

Select

Key an item number, press [Enter]

Enter other items, as necessary

Select

Key the quantity for each item, press [Enter] after each entry

Select

Retail Floor Stock can now receive the stock.

Press [Clerk Services / Back Office]

Select

Clerk can now End Clerk’s Day.

Passport Transactions

Problem: The Passport Dynakey is grayed out. How do you do Passport

transactions?

Solution: The dynakey in Other Customer

Services > Other Transactions is currently inactive, and in order to accept

passports the clerk should follow the workflow listed below.

A Domestic Money Order with Fee or a check must be made payable to Passport

Services marked with the applicant's name and date of birth. The check or

money order should be stapled to the passport application during the customer

visit.

1. Select .

2. Key the total amount that is due to the State Department for the application(s).

3. Press [Enter].

4. Press Other Customer Services.

5. Select .

6. Select .

7. Enter GLA/AIC 264 (USPS Passport Fee).

8. Press [Enter].

9. Key the $15.00 fee for the each Passport Application (Form DSP-11)

accepted.

Note: At the present time passport fees cannot be paid with the

Credit/Debit Card, Postal Payment card, or LibertyCash card.

10. Press [Enter].

11. Select .

12. Enter the appropriate transaction for any other postal service purchased.

13. Press [Payment or End of Visit] to complete the transaction.

Printing Trial 1412

Clerk Trial 1412

Press [Clerk Services / Back Office]

Select

Highlight Clerk Financial 1412 (Report #7)

Press [Enter]

Select

Unit Trial 1412

Select

Enter Date (current date should appear)

Select

Reason Codes

The following are the reason codes when making 247 and 647

entries.

001 Bank Discrepancy

002 1412 Discrepancy

003 Credit / Debit Card

004 Money Order

005 Stock Difference

006 Stamps by Mail

007 Burglary / Robbery

008 Fire / Flood

009 Grievance Unresolved

010 Grievance Settlement

011 Cash Transfer

012 Employee Credit Shortage

013 Other

Refunds

AICs 526, 535, 553, 624, 676, 093

Press [Other Customer Services]

Select

Select the appropriate refund

Services Not Rendered – AIC 553 (Also used for PVI Refunds)

Vending Machine Malfunction

Retail and Package Produces – AIC 093 (this will reduce 093 by the amount)

Miscellaneous Non-Postal Revenue – AIC 624

Postage Applied to BRM – AIC 553

Express Mail Failure – AIC 676

Unused Postage Meter Strips – AIC 526

P. O. Box Refunds – AIC 535

Enter Amount of Refund, press [Enter]

Select or

Press [Payment or End of Visit]

Complete Payment

NOTE: Make sure procedure in Postmaster Field Guide is followed regarding

refunds.

Reports - Setting Closeout Report Defaults

Problem: Unit Closeout Person would like for specific reports to print each night.

How to set the system to print specific reports?

Solution: To Set Closeout Report Defaults

• Access Back Office by logging in and selecting .

• Select .

• Scroll to highlight a report category and press [Enter] or select the

appropriate DynaKey.

• To select or deselect an optional report for printing during closeout, scroll

to highlight a report and then select .• Select .• Repeat steps 5 - 7 for all reports.• Select Roles - Assigning RoleProblem: Office is trying to perform a procedure in Back Office but states they donot have the POS ONE Administrator Role or Supervisor Role. How to assignthe role?Resolution: The office cannot convert without assigning someone the POS ONEAdministrator or Supervisor Role. A user was converted with the roles. Instructthe caller to print out an Employee Roles report to verify who has the role.Access Back OfficeSelect Select (you must scroll down to get to Security)Select Highlight All Employees and press, [Enter]Select Select Select The report will indicate who has the POS ONE Administrator or Supervisor Role.If the employee, who is assigned the role, is not available you may access thePS Form 3977, Duplicate Key Envelope, in the vault to gain access to thepassword. If not available, try contacting the employee for password information.Again, someone in the office has the role.System Freezes During Money Order Transaction When the system freezes during a money order transaction, the money order does not print, but AICs 100 and 101 are increased. The recovered transaction report will show the recovered amount and fee without the serial number. You cannot complete End of Day until the recovered money order is printed or refunded. The following reports are recommended to determine what the system recorded: Clerk Financial Report 1412 (#7), Domestic Money Orders Sold – Clerk (#16) and Recovered Transaction – Clerk (#36)To print the reports:Press [Clerk Services/Back Office]Select Select Select the appropriate reportSelect If the amount and fee of the money order appears on the 1412 in AIC 647, clerk will go to:Press [Clerk Services / Back Office].Select .Select .Select .Select Enter the Employee Name.Enter the amount.Select Select the appropriate reason code for the adjustment. (004 Money Order)Select A receipt is printed on the Receipt PrinterNextClerk will go to:Press [Other Customer Services]Select Select Highlight the money order amount to refundSelect Select Press [Payment or End of Visit]Key the amount of the money order and feeSelect NOTE: If recovered transaction is for a COD Money Order, the money order must be printed.Select . System Freezes During PVI Transaction If the POS system freezes during a PVI transaction (usually during multiple PVI transactions), determine the value of the PVI labels that were generated during the transaction. Print out a trial clerk 1412. Verify that the total value of the PVI (s) match the amount in AIC 647.If customer paid by cash.Press [Clerk Services / Back Office]Select Select Select .Select Enter the Employee Name and the amount.Select Select <002 1412 Discrepancy>Select If customer wants to pay by credit / debit card:Press [Clerk Services / Back Office]Select Select Select .Select either Enter the Employee Name and the amount.Select Select <002 1412 Discrepancy>Select Press [Other Customer Services]Select Select Select Enter total amount of PVI(s)Select Select Complete the credit/debit transactionAttach the single PVI label to Form 3533 as supporting documentation and (refund PVI Label)Press [Other Customer Services]Select Select Select (AIC 553)Enter amount of PVI label that is attached to the 3533Enter Amount of Refund, press [Enter]Select Press [Payment or End of Visit]Complete PaymentTouch Screen after SVS ConversionIf an office inquires about an unresponsive Touch Screen after SVSconversion, instruct them to use the Calibration option located on the Log OnScreen. Do not attempt to use the Touch Screen to calibrate, please use theGlide Pad to initiate the Calibration and to select the targets. This should correctthe problem. If the Touch Screen is still unresponsive after attempting tocalibrate, contact the IT Help Desk, 800-877-7435, for assistance. Trust Account Issues Make An Entry Into AIC 140 (Permit Imprint Application Fees)Press [Other Customer Services]Select Select Select Account TypeSelect Select An account number will automatically appear. Enter customer’s name, address and telephone number. Press [Enter] after each entry.If the office is going to make an additional deposit to the trust account, enter theamount that will go towards the deposit only (this does not include the applicationfee).Select Press [Payment End of Visit] Printing a Trust Account Deposit Report There is a report in Front Office, "Trust Account Deposits", that the clerk can printany time during the day that can be provided to the BMEU clerk or otherdesignee. The report contains all the Customer Advance Deposit Trust Account'Deposit' and 'Pay Fee' activity for the business day(s) indicated by the RA afterselecting the report.To access the Front Office report:Select [Clerk Services]Select Select Key 43 to highlight the "Trust Account Deposits" report and then press[Enter]. Select for the current business day activity or, enterthe desired date(s) and then select .The report shows all the deposit and pay fee activity for the period selected andcontains the following information:Account Type: (Business Reply Mail)Account #: (1213)Service: (Deposit)Business Date: ( 06/11/2006)Account Name: (Ben & Jerry)Amount: ($200.00) Deposits to Trust Accounts Press [Other Customer Services]Select Select Select the appropriate account typePermit Imprint/Bulk Mail (All Types) AIC 070Select Permit account typePeriodicals – AIC 070Postage Due – AIC 053Business Reply Mail - AIC 053Conditional Permits – AIC 070Select Conditional Permit account typeSpecial Provisions Authorized Locally – AIC 074Express Mail Corporate – AIC 055Enter Account Number, press [Enter]Enter Customer / Company name, press [Enter]If no first name, arrow down to enter the amountEnter the amount of deposit, press [Enter]Select Select Select Withdrawal from Permit Imprint or Periodical Accounts for Mailings (NOTE: This procedure can only be done at sites that ARE NOT attached to a BMEU). Press [Other Customer Services]Select Select Select the appropriate account typePermit Imprint/Bulk Mail (All Types) AIC 470Select permit account typePeriodicals – AIC 470Enter Account Number, press [Enter]Enter Customer / Company name, press [Enter]If no first name, arrow down to enter the amountEnter the amount of withdrawal, press [Enter]Select Press [Other Customer Services]Select Select Enter the appropriate revenue AIC for mailing, press [Enter]Enter amount, press [Enter]Select Select Withdrawal from Business Reply or Postage Due Accounts forMailings (NOTE: Effective June 1, 2006, this procedure can only be done at sites that DO NOT enter their mailings in PostalOne). Press [Other Customer Services]Select Select Select the appropriate account typePostage Due – AIC 453Business Reply Mail - AIC 453Enter Account Number, press [Enter]Enter Customer / Company Name, press [Enter]If no first name, arrow down to enter the amountEnter amount of withdrawal, press [Enter]Select Press [Other Customer Services]Select Select Enter the appropriate revenue AIC for mailing, press [Enter]Enter amount, press [Enter]Select Press [Payment End of Visit] Refunds from Postage Due / Business Reply / Permit (NOTE: FOR PERMITS - This procedure can only be done at sites that ARE NOT attached to a BMEU)(NOTE: FOR BRM - Effective June 1, 2006, this procedure can only be done at sites that DO NOT enter their mailings in PostalOne). Press [Other Customer Services]Select Select Select the appropriate dyna key for the trust account type.Enter Customer Account number, name, and the amount. Press [Enter] after eachentry.Select Select (This is the AIC 280 entry)Select [Payment or End of Visit]. Receipt will print Troubleshooting Problem: Amount went into AIC 680 should have gone into AIC 752. ResolutionSame Day - If no other entries were made, go to:Press [Clerk Services/Back Office]Select Select Select Enter AIC 752, press [Enter]Enter amount, press [Enter]Select System defaults to AIC 752, change to AIC 680, press [Enter]If applicable, enter all required data. Press [Enter] after each entrySelect Subsequent Day – If no other entries were made, clerk’s cash drawer should be over.Clerk LevelPress [Clerk Services / Back Office]Select Select Select Select Enter the Employee Name, press [Enter]Enter the amount, press [Enter]Select Select <1412 Discrepancy (002)>Select A receipt is printed on the Receipt Printer(NOTE: Banking Reconciliation will issue a 647 for the 680 entry transmitted previous day) Problem: Trust account AIC and AIC 680 is overstated. While doing a deposit to a trust account, Clerk did the transaction a second time correctly. Now, the trust account AIC and AIC 680 is overstated. Resolution: Same Day / Subsequent Day – Since the transaction was done twice, clerk’s cash is fine. One receipt and one disbursement is overstated by the same amount.Two adjustments need to be made. Both adjustments can be made at the unit level since this does not affect the clerk’s cash accountability.First Adjustment, (Adjusting Overstate Trust AIC):Access Back OfficeSelect Select Select Select Enter AIC 247, press [Enter]Enter the Amount, press [Enter]Select Select <1412 Discrepancy (002)>Press [Enter]Enter name, press [Enter]Select Change to the overstated Trust AIC, press [Enter]Enter name, press [Enter]Enter account number, press [Enter]Select Second Adjustment, (Adjusting Overstated 680:Access Back OfficeSelect Select Select Select Enter AIC 647, press [Enter]Enter the Amount, press [Enter]Select Select <1412 Discrepancy (002)>Press [Enter]Enter name, press [Enter]Select System defaults to AIC 752, change to AIC 680, press [Enter]Enter name, press [Enter]Enter account number, press [Enter]Select Problem: Clerk overstated AIC 070 as a result AIC 752 is also overstated. Resolution: Error requires an adjustment at the clerk level and an adjustment at the unit level. Clerk level adjustment will reduce the clerk’s cash. The system will not ask for the additional cash at closeout. The unit adjustment will correct the overstated receipt AIC. Clerk LevelPress [Clerk Services / Back Office]Select Select Select Select Enter the Employee Name, press [Enter]Enter the amount, press [Enter]Select Select <1412 Discrepancy (002)>Select Unit LevelAccess Back OfficeSelect Select Select Select Enter AIC 247, press [Enter]Enter the Amount, press [Enter]Select Select <1412 Discrepancy (002)>Press [Enter]Enter name, press [Enter]Select System defaults to AIC 752, change to AIC 070, press [Enter]Enter name, press [Enter]Enter account number, press [Enter]Select Problem: Clerk overstated AIC 470 as a result AIC 752 is also understated. Resolution: Error requires an adjustment at the clerk level and an adjustment at the unit level. Clerk level adjustment will increase the clerk’s cash to where it should be. The unit adjustment will correct the overstated disbursement AIC. Clerk LevelPress [Clerk Services / Back Office]Select Select Select Select Enter the Employee Name, press [Enter]Enter the amount, press [Enter]Select Select <1412 Discrepancy (002)>Select Unit LevelAccess Back OfficeSelect Select Select Select Enter AIC 647, press [Enter]Enter the Amount, press [Enter]Select Select <1412 Discrepancy (002)>Press [Enter]Enter name, press [Enter]Select System defaults to AIC 752, change to AIC 470, press [Enter]Enter name, press [Enter]Enter account number, press [Enter]Select Unit Reserve Stock Listed as Item Code 9100 Problem: Office converted to NCR. Stock Custodian is trying to ship stock toSegments; however, the items numbers in the Unit Reserve have converted to9100. The accountability is correct in the Unit Reserve. How to ship the stock?Resolution: Prior to converting a Reconcile Stock Report should have beenprinted on the Stampstock. Unit Reserve Reconciliation has to be initiated to getthe item numbers back into the inventory correctly. Office can use the currentReconcile Stock Report for the item numbers and quantities. Reconciliation mustinclude the Unit Reserve cash and money orders as well. Once reconciliation iscomplete the office can then ship the stock to the Segments accordingly. To perform Unit Reserve Reconciliation:1. Log on with a Supervisor role.2. Access Back Office.3. Select .4. Select .5. Select .6. Select .7. Scroll to highlight Counter #1.8. Select .

9. Scroll to highlight Counter #2.

10. Select .11. Select .12. Select .13. Wait until the following message appears: "A new reconciliation has beeninitiated successfully." Count sheets print automatically.14. Select .15. Select .16. For all stock, follow the instructions below to enter the number of saleable andredeemed items.For Saleable Stock:a. Scroll to highlight an item.b. Key the quantity of each saleable item.c. Select .For Redeemed Stock:a. Scroll to highlight an item.b. Key the quantity of each redeemed item.c. Select .For Money Orders:a. Highlight the type of money order to be reconciled.b. Select .c. Select .d. Scan or key the starting money order serial number, then press [Enter].e. Key the quantity of consecutive money order serial numbers then press[Enter].f. Select .To Add Items:a. Select .b. Key or scan an item number, then press [Enter].c. Select .d. Key the quantities.e. Select or .To Remove Items:a. Select .b. Scroll to highlight an item.c. Select .17. Select .18. Key the quantity of $100 bills, and then press [Enter].Note: Repeat for all bills and coins. If the quantity is zero, press [Enter] to continue.19. Select .The Reconciliation - Summary screen appears. There should not be a difference in thedollar amount because the accountability should have been correct, except all of theaccountability was is item code 9100.20. Select .21. For Counter #1, type remarks if any.22. Select .23. For Counter #2, type remarks if any.24. Select .25. After POS ONE finishes the reconciliation, the following message will appear:"The reconciliation has been successfully completed."26. Select .If the office cannot wait to do the reconciliation because the clerk’s need the stocknow, the unit reserve can ship the stock using item code 9100. When the regularreconciliation is performed on the Retail Floor Stock and Unit Reserve, the itemcodes and quantities will reflect in the inventory. Unnumbered Insured Claim Under $50.00 To pay an Unnumbered Insured claim under $50 using AIC 0539:1. Select .2. Select .3. Select .4. Respond to question: 'Is this a business related expense?' .5. Enter Employee ID, press [Enter]6. Enter AIC 0539, press [Enter]7. Select .8. Tender the transaction.9. Insert money order into the receipt printer to be printed.10. If prompted, select , then insert the next sequential money order.11. Select if the money was printedsuccessfully.12. Make the Money order payable to the customer.13. Ensure that PS Form 1000 is on file as backup for the AIC 0539 entry. Vending Reconciliation Problem: Caller is doing a vending audit and cannot enter the cash.Resolution: After entering the individual stock quantities, you will need to add thefollowing items:Select 100100 [Enter]109600 [Enter]Select NOW enter the whole dollars into Item # 109600NOW enter the cents into Item # 100100EXAMPLE: $1124.75 would be entered as follows:Item 109600 Quantity 1124Item 100100 Quantity 75Once reconciliation is complete the results will print a Financial AdjustmentMemorandum on the paper printer.The audit results (overage or shortage) must be entered into the NCR system: Log on to Vending Segment and post the results.Press [Clerk Services / Back Office]Select Select Select Select AIC 175 or AIC 612Key the Employee ID, the press [Enter]Complete the remaining fieldsSelect Vending Sales Reported in AIC 090 Should Be AIC 096 Situation: Vending sales were incorrectly reported in AIC 090 instead ofAIC 096. If this is a same day/same clerk vending sales reporting error, voidthe transaction if possible and enter again correctly.Resolution:Same Day: If the error is being corrected on the Same Day, clerk will havethe receipt to void prior visit. Clerk must have the register receipt toperform transaction. To void prior visit, go to:Press [Clerk Services / Back Office]Select Select Select Key the receipt (bill) number, press [Enter]Select to confirm display matches receiptHighlight the item on the displaySelect Select Select Subsequent Day: If the error occurred on a previous day, clerk will not beable to void prior visit on the transaction. To correct, clerk must do anexchange. Go to:Press [Stamps and Merchandise]Select Enter the quantity, press Quantity Static KeyEnter the item # (This is the item listed as sold at the time the sale was incorrectly entered intoAIC 090)Select Select Select Enter the quantity, press Quantity Static KeyEnter the item # (This is the item number that is specific to a vending product only)Select The exchange balance at the bottom should be zero.Select If unable to correct, manual documentation should be maintained for VendingEquipment Sales and Service (VESS) reports. Void Prior Visit In POS NCR you can only void prior visit on stamp sales. Transaction can bevoided same day, same clerk and the same terminal. The register receipt (billnumber) is needed to do the transaction.Press [Clerk Services / Back Office]Select Select Select Key the receipt (bill) number, press [Enter]Select if receipt matches displayHighlight the stamp item to be voidedSelect Select or Select NOTE: If voiding prior visit occurs and a check was given as form ofpayment, the check tender must be voided first, then the stamp sale. Thecheck will be highlighted first. Select NCR Reports 6/21/06 Save steps and time using the Function Keys (F1, F2 top row of keyboard)F1, F2 is the same as pressing 1 then enter, 2 then enter For wide range of reports to print to the receipt printer while in front office: Clerk ServicesPress F5 Administrative FunctionsPress F5 Reports Enter the number you need (only 8 choices are visible at a time on screen) 1. Adjustment List – Clerk2. Advance Deposit – Clerk3. Available Non-Cash Tender Report4. Cash5. Cashed Money Orders6. Cashier’s Checks7. Clerk Financial Report (1412)8. Clerk Financial Report (1412) – Terminal9. COD Activity – Clerk10. Credit Cards11. Customs Activity – Clerk12. Daily List of Funds Received13. Debit Card14. Delivery / Signature Confirmation Accepted – Clerk15. Delivery / Signature Confirmation Removed – Clerk16. Domestic Money Orders Sold17. Employee Financial Items18. Error Correction Report19. Express Mail – Clerk20. Failed Transaction Report – Clerk21. Funds to be Deposited – Clerk22. GL Adjustments – Clerk23. GXG – Clerk24. International Money Orders Sold – Clerk25. Manual Meter Activity26. Meter Activity – Clerk27. Money wires Sold – Clerk28. Payment Type29. Personal Checks – Clerk30. PO Box / Caller Service Report – Clerk31. Postal Payment Card32. Product / Service Trust Account Activity33. PS Form 8105 A Forms Issued – Clerk34. PVI – Current Session35. PVI Activity Report36. Recovered Transaction – Clerk37. Segment Financial Report – Clerk38. SSA Payment Cards Report39. SSA Phone Card Activity Report40. Supporting GLA Data Report – Clerk41. Sure Money Clerk Detail report42. Terminal Payment Cards report43. Travelers Checks44. Treasury Checks45. Trust Account DepositsTrust Account History Subject: SOI – Retail Operations – Waiting Time In Line – 2009 Wait Time in Line (WTIL) Management I. INTRODUCTION This Critical Standard Operating Instruction is part of the “Foundation Systems”. A. Purpose This instruction identifies the mandatory requirements and procedures for day-to-day retail lobby management. The methods described are intended to set operational guidelines to provide customer satisfaction and promote revenue generation. B. Scope This Standard Operating Instruction applies to all Post Offices, Stations, and Branches with Retail Operations. II. SYSTEMS ROLES & RESPONSIBILITIES A. Manager, Customer Relations (formerly Marketing) 1. Responsible to ensure all Marketing EAS employees receive training and support on this Standard Operating Instruction.2. Provide training and support for Retail Data Mart (RDM reports). Link: https://crpl.usps.gov/3. Provide a Vital Few WTIL quarterly report with monthly updates to Managers, Post Office Operations and Managers, Customer Service Operations.4. Notify District Manager; Manager, Post Office Operations and/or Manager, Customer Service Operations as WTIL failures occur. 5. Provide support to Postmaster; Manager, Customer Service; and/or Supervisor, Customer Service in analysis of staffing/scheduling and/or alternate access options.6. Ensure all Alternate Access strategies are utilized to assist in minimizing wait time in line.7. Responsible to perform retail unit reviews to validate compliance with this Standard Operating Instruction. B. Manager, Post Office Operations; Postmasters; Managers, Customer Service Operations 1. Responsible for compliance to this Standard Operating Instruction, including the training of and comprehension by all managers and supervisors.2. Accountable to ensure all Retail units apply and follow these instructions and to take appropriate corrective action when a unit fails to comply.3. Monitors Mystery Shop Wait Time in Line report for performance improvement. C. Unit Postmaster / Manager, Customer Services 1. Responsible for compliance to this Standard Operating Instruction, including the training of and comprehension by all employees.2. Ensure retail associate lunches and breaks are managed during peak transaction periods as identified by the Retail Data Mart Window Operation Survey (WOS). Require AM distribution clerk to be in uniform and logged on to POS to assist with the opening and AM lunch relief and to ensure full window coverage during peak periods.3. Review PO Box clerk position for possible window back-up.4. Ensure use of the Lead Sales & Service Associate (T-6) at the retail window during peak transaction periods.5. Ensure use of the Dutch door with a back office clerk for Parcel Pick-up; Hold Mail; Accountable Mail Pick-up, etc., during peak transaction periods.6. Ensure lobby management is being completed by the supervisor and assist during peak customer traffic periods to minimize waiting time in line (a minimum of 10 minutes in the morning, mid-day, and afternoon). 7. Ensure the following hard-copy reports are used to coach retail associates by discussing performance and expectations, provide recognition, and are retained at the unit and available for review:a) Mystery Shop Evaluationsb) Completed Retail Lobby Observation PS Form (4000-A)c) Completed Retail Employee Observation PS Form (4000-B)8. Ensure use of a signaling system (for example: paging system, buzzer or flashing light) to request additional window assistance. Communicate signal response expectations to distribution clerks.9. Ensure Automated Postal Center is maintained and stocked.10. Provide training to Automated Postal Center Servicing Employee.11. Ensure an employee has been assigned to assume the duties of a “Back-up APC Servicing Employee”.12. Ensure Automated Postal Center drop chute or collection box is cleared upon the arrival of the first Function Four (F4) clerk and periodically through-out the day and prior to retail lobby closing. 13. Ensure Alternate Access signage is current and posted in retail lobby according to Retail Standardization guidelines.14. Determine the need for a new Contract Postal Unit where additional access points are warranted and provide lead to District Customer Relations. Link: http://blue.usps.gov/marketing/retail/mod3.htm . D. Supervisor, Customer Service 1. Ensure duties and responsibilities outlined in this Standard Operating Instruction are complied with.2. Use the Retail Data Mart (RDM) Window Operation Survey (WOS) 1994 Scheduler (weekly) periods to ensure adequate window staffing throughout the day. This may mean no scheduled lunch breaks during the 11:30AM to 1:00PM period.3. Schedule the Lead Sales & Service Associate (T-6) at the retail window or to provide lobby assistance during peak transaction. 4. Schedule AM distribution clerk to provide morning lunch relief at window.5. Schedule retail associate Undeliverable Bulk Business Mail (UBBM) duties in PM.6. Ensure use of the Dutch door with a back office clerk for Parcel Pick-up; Hold Mail; Accountable Pick-up, etc., during peak transaction periods. Require use of POS ONE equipment to record earned workload.7. Conduct lobby observations a minimum of 3 times per day or during peak periods when a customer line is present. Lobby observations should include the following:a. Assist customers with parcel pickups, hold mail, accountable mail, etc.b. Assist customers with completing forms prior to reaching the window to speed transaction time.c. Monitor retail associates to ensure they are:1. Efficiently conducting transactions.2. Efficiently staging parcels.3. Asking required questions on each transaction.4. Being courteous to the customer by providing undivided attention.5. Staying at the window in view of the customer.8. Ensure all non-revenue transactions are entered into the POS ONE system.9. Provide lobby assistance when signaled by signaling system (for example: paging system, buzzer or flashing light).10. Ensure Automated Postal Center is maintained and stocked.11. Provide training to Automated Postal Center Servicing Employee.12. Ensure an employee has been assigned to assume the duties of a “Back-up APC Servicing Employee”.13. Ensure Automated Postal Center drop chute or collection box is cleared upon the arrival of the first F4 clerk and periodically through-out the day and prior to retail lobby closing. 14. Ensure Alternate Access signage is current and posted in retail lobby according to Retail Standardization guidelines.15. Determine the need for a new Contract Postal Unit where additional access points are warranted and provide lead to District Retail. Link: http://blue.usps.gov/marketing/retail/mod3.htm16. Ensure the following hard-copy reports are used to coach retail associates by discussing performance and expectations, provide recognition, and are retained at the unit and available for review:a. Mystery Shop Evaluationsb. Completed Retail Lobby Observation PS Form (4000-A)c. Completed Retail Employee Observation PS Form (4000-B)