13.7 Errors

13.7 Errors

Version: V2
Last Updated: October 2025
Category: Cash Handling / Till Systems

Purpose

To establish a clear procedure for identifying, documenting, and resolving cash handling errors, ensuring financial accuracy and preventing loss or discrepancies.

Scope

This procedure applies to all staff members and managers who identify or are responsible for investigating cash handling errors at Little Coffee Bean Co locations.

Equipment Required

  • Error Documentation Form
  • Till system access
  • Safe Log Form (Section 13.5)
  • Calculator
  • Pen (for paper forms)

Procedure

1. Types of Cash Handling Errors

Common cash handling errors include:

  • Till discrepancies: Counted amount does not match system amount
  • Incorrect transactions: Wrong amount entered into till
  • Missing transactions: Sale not recorded in till system
  • Duplicate transactions: Same transaction entered twice
  • Incorrect refunds: Refund amount does not match original transaction
  • Cash In/Out errors: Incorrect amount recorded in safe movements
  • Pricing errors: Item charged at wrong price
  • Change errors: Incorrect change given to customer
  • Documentation errors: Missing or incomplete paperwork

2. Identifying an Error

When you discover or suspect an error:

  1. Stop the transaction immediately
  2. Do not attempt to correct it yourself without authorization
  3. Inform the duty manager or store manager
  4. Document what you observed
  5. Note the time and date of discovery
  6. Preserve any evidence (receipts, documentation)

3. Immediate Actions

For Till Discrepancies:

  1. Do not force the till to close
  2. Inform the duty manager immediately
  3. Provide the manager with details of the discrepancy
  4. Do not attempt to manually override the till
  5. Wait for manager guidance

For Transaction Errors:

  1. Locate the transaction in the till system
  2. Note the transaction details (time, amount, item)
  3. Inform the duty manager
  4. Do not delete or modify the transaction
  5. Wait for manager authorization to correct

For Cash In/Out Errors:

  1. Stop the transaction
  2. Inform the duty manager
  3. Verify the amount before proceeding
  4. Do not complete the transaction until verified
  5. Document the error

4. Documenting the Error

Complete an Error Documentation Form with:

Error Details:

  • Date and time of error discovery
  • Type of error (till discrepancy, transaction, refund, etc.)
  • Description of the error
  • Amount involved
  • Staff member who discovered the error
  • Staff member responsible for the error (if known)

Impact Assessment:

  • How the error affects the till balance
  • Whether customer was affected
  • Whether the error was caught before completion
  • Estimated financial impact

Evidence:

  • Receipt or transaction number
  • Till system screenshot (if applicable)
  • Safe Log entry reference
  • Customer details (if applicable)

Resolution:

  • Action taken to correct the error
  • Manager authorization for correction
  • Corrected amount or transaction
  • Date and time of correction

5. Manager Investigation

When a manager investigates an error:

  1. Review the Error Documentation Form
  2. Access the till system transaction log
  3. Check the Safe Log for related transactions
  4. Interview the staff member involved
  5. Review any customer receipts
  6. Determine the cause of the error
  7. Assess the impact on financial records
  8. Decide on corrective action

6. Correcting Till Discrepancies

If discrepancy is under £10:

  1. Document the discrepancy on the Cashing Up Form
  2. Report to the duty manager via Connect app
  3. Complete an incident report form
  4. Close the till as normal
  5. Monitor for patterns

If discrepancy is £10 or more:

  1. Do not close the till
  2. Notify the store manager immediately
  3. Investigate the cause
  4. Review all transactions for the shift
  5. Check the Safe Log for missing entries
  6. Recount the cash
  7. Document findings
  8. Escalate if necessary

7. Correcting Transaction Errors

For incorrect amount entered:

  1. Locate the original transaction
  2. Verify the correct amount
  3. Obtain manager authorization
  4. Process a correction transaction
  5. Document the correction
  6. Inform the customer if applicable

For missing transactions:

  1. Verify the sale occurred
  2. Check for receipt or proof of purchase
  3. Obtain manager authorization
  4. Enter the transaction with a note explaining the delay
  5. Document the reason for the missing transaction

For duplicate transactions:

  1. Identify the duplicate entry
  2. Verify which transaction is correct
  3. Obtain manager authorization
  4. Void the duplicate transaction
  5. Document the correction
  6. Refund the customer if applicable

8. Correcting Refund Errors

If refund amount is incorrect:

  1. Locate the original transaction
  2. Verify the correct refund amount
  3. Check the refund policy
  4. Obtain manager authorization
  5. Process a correction transaction
  6. Document the correction
  7. Contact the customer if necessary

9. Correcting Cash In/Out Errors

If amount recorded is incorrect:

  1. Review the Safe Log entry
  2. Verify the actual amount moved
  3. Obtain manager authorization
  4. Update the Safe Log with the correct amount
  5. Cross out the incorrect entry with a single line
  6. Initial and date the correction
  7. Conduct a safe count to verify the balance

10. Prevention and Training

To minimize cash handling errors:

  • Provide regular training on till operation and cash handling
  • Ensure staff understand all procedures before working independently
  • Conduct regular competency checks
  • Review common errors with staff during team meetings
  • Encourage staff to ask questions when unsure
  • Implement double-checking procedures for high-value transactions
  • Monitor error patterns and address root causes

11. Escalation

Escalate to head office if:

  • Error involves a large amount (£50+)
  • Error indicates potential fraud or theft
  • Error is part of a pattern of repeated mistakes
  • Error cannot be resolved at store level
  • Customer complaint is involved
  • Legal or regulatory implications exist

12. Disciplinary Action

Disciplinary action may be considered if:

  • Errors are repeated despite training and warnings
  • Error was caused by negligence or failure to follow procedures
  • Error was intentional or fraudulent
  • Staff member failed to report an error they discovered

All disciplinary action must follow company procedures and UK employment law.

Quality Checks

  • ✓ Verify error details are documented accurately
  • ✓ Confirm manager authorization before correction
  • ✓ Check for patterns in errors
  • ✓ Ensure all corrections are properly recorded
  • ✓ Verify customer impact is addressed
  • ✓ Confirm staff training needs are identified
  • ✓ Review error trends regularly

Safety Notes

  • ⚠️ Do not attempt self-correction without authorization
  • ⚠️ Report all errors to duty manager immediately
  • ⚠️ Complete incident report for significant errors
  • ⚠️ Do not delete or hide error evidence
  • ⚠️ Preserve all documentation for investigation
  • ⚠️ Follow company disciplinary procedures
  • ⚠️ Escalate suspected fraud immediately

References

  • Shift Cashing Up Form (Section 13.4)
  • Safe Log Form (Section 13.5)
  • Safe Count Form (Section 13.6)
  • Incident Report Form
  • Error Documentation Form
  • Company Disciplinary Procedures
  • Cash Handling Policy

This SOP is part of Little Coffee Bean Co’s comprehensive operational procedures. For questions or clarifications, contact your store manager or head office.