BigLedger POS System - Cashier Questions & Scenarios

Background

I’m a cashier at a retail store in Malaysia using BigLedger POS system. I handle daily customer transactions, returns, and basic inventory queries. I need practical, step-by-step guidance for my daily tasks with limited technical knowledge.

Daily POS Operations

1. Shift Management

• How do I properly start my shift and open the cash drawer in BigLedger?
• What’s the correct procedure for counting opening cash float (RM200 standard)?
• How do I log into my cashier profile if the previous user forgot to log out?
• What if I need to take a break - how do I temporarily lock my station?

2. Basic Transaction Processing

• Step-by-step: How do I process a simple cash sale with SST (6%) calculation?
• What if a customer buys multiple items but wants to pay for some now and some later?
• How do I handle senior citizen discounts (10% on certain items)?
• What’s the procedure for processing a sale when the total is exactly RM50.00 with cash?

3. Return and Exchange Scenarios

• Customer returns a RM89 shirt without receipt but has the loyalty card - what can I do?
• How do I process an exchange where the new item costs RM25 more than the returned item?
• What if a customer wants to return an item purchased 45 days ago (our policy is 30 days)?
• Customer bought item on sale, now wants to return it - do they get sale price or original price?

Payment Processing Issues

4. Malaysian Payment Methods

• Customer wants to pay RM156.80 - RM100 cash, RM56.80 with GrabPay. How do I split this?
• Touch ’n Go card payment failed after 3 attempts - what’s my next step?
• Customer’s credit card shows “DECLINE” - how do I handle this diplomatically?
• Someone wants to pay with Singapore dollars (SGD) - can I accept it and how?

5. Technical Payment Problems

• The card reader shows “ERROR 500” during peak hours - quick fix?
• Internet is slow and GrabPay/Boost payments are timing out - what do I tell customers?
• Receipt printer ran out of paper during a transaction - can I complete the sale?
• Customer paid but receipt shows wrong total (RM45.60 instead of RM54.60) - how to fix?

Product and Inventory Challenges

6. Price and Stock Issues

• Shelf price shows RM39.90 but POS shows RM45.90 - which price do I give customer?
• How do I manually enter a product if the barcode is damaged/unreadable?
• Customer asks if we have size L for an item when only size M is displayed - how to check?
• Promotional items show “BUY 2 GET 1 FREE” but POS doesn’t auto-apply - manual process?

7. Complex Product Scenarios

• Customer wants to buy a phone charger but I’m not sure if it’s compatible with their device - how to verify?
• Someone asks about warranty on a RM499 speaker - where do I find this information?
• Customer wants to reserve 5 units of an item for pickup tomorrow - is this possible?
• Item shows “LOW STOCK: 2 remaining” - can I sell both to one customer?

Customer Service Situations

8. Loyalty Program Issues

• Customer forgot their loyalty card but knows their phone number - can I look them up?
• Loyalty points show 1,250 points but customer insists they have 1,500 - how to verify?
• Customer wants to redeem points (500 points = RM5) for a RM67 purchase - how to process?
• New customer wants to sign up for loyalty program during checkout - quick process?

9. Difficult Customer Scenarios

• Customer is angry because item they want is out of stock and demands manager discount - what do I do?
• Someone claims they’re a VIP customer and should get special pricing - how to verify?
• Customer wants to return clearly used shoes claiming they’re defective - procedure?
• Person is rushing me to complete transaction faster during busy period - how to handle?

End-of-Day Procedures

10. Cash Reconciliation

• My cash drawer shows RM847.60 but system shows RM851.20 - what’s the process?
• How do I count mixed denominations efficiently (coins, notes, different amounts)?
• What if I find a counterfeit RM50 note in my drawer at closing?
• Where do I record cash drops made during busy periods?

11. Reporting and Closing

• How do I generate my daily sales report showing transactions and totals?
• System asks for “Z-reading” at end of shift - what is this and how to do it?
• What documents do I need to submit to supervisor at shift end?
• How do I properly log out and secure the POS terminal?

Technical Support Scenarios

12. System Problems

• BigLedger POS completely freezes during a transaction - emergency procedure?
• Screen goes black but I can hear the system running - quick restart steps?
• Customer data seems corrupted (wrong name appearing) - how to fix immediately?
• System is very slow today, each transaction takes 2-3 minutes - troubleshooting?

13. Hardware Issues

• Barcode scanner red light is on but not reading barcodes - simple fixes?
• Cash drawer won’t open after completing a cash transaction - manual override?
• Receipt printer makes grinding noise and produces faded prints - what to check?
• Touch screen is not responsive in certain areas - workaround solutions?

Emergency Situations

14. Urgent Scenarios

• Power outage during peak sales period - what’s the backup procedure?
• Customer paid cash but left quickly, and I realize I gave wrong change - protocol?
• Suspected shoplifter wants to purchase items normally - how to handle?
• System shows “DATABASE ERROR” and won’t process any transactions - immediate steps?

15. Security Concerns

• Customer’s credit card looks suspicious (wrong name, damaged chip) - verification process?
• Someone wants to return high-value items (worth RM800+) with cash receipt - red flags?
• Person claims to be store employee from another branch wanting discount - how to verify?
• Customer is taking photos of the POS screen while I process their transaction - appropriate response?

Malaysian Context Specific

16. Local Regulations

• Customer asks why they’re charged SST on certain items but not others - explanation?
• How do I handle transactions during SST holiday periods (0% rate)?
• Customer wants official receipt for business expense claims - different from normal receipt?
• What if customer requests receipt in Chinese characters for certain product names?

17. Cultural Considerations

• During Chinese New Year, many customers pay with new notes - any special handling?
• Customer celebrating Hari Raya wants to buy gift cards worth RM500 - limits or procedures?
• How to politely handle customers who don’t speak English or Malay well?
• What if customer wants to negotiate price like in traditional markets - appropriate response?

These questions reflect real daily scenarios I face as a cashier and need clear, practical guidance to handle professionally and efficiently.