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FloristWare Technical Support Article: 10114 Internal Theft: Part 2 - Late CancellationsThis article discusses Late Cancellations, how they relate to internal theft and what you can do to protect yourself. The Suspicious Activity Report in FloristWare covers many different types of suspicious activity (activity that may indicate internal theft). Late Cancellations are one such type of activity. What is a 'Late Cancellation'? A sale is flagged as a 'Late Cancellation' when it is canceled after the user has seen the sale total including taxes. What is the concern? Possible internal theft may be taking place. Here is what sometimes happens: The user tells the customer the sale total and asks how they would like to pay. If the customer answers cash, the user then starts making change (if necessary) and asks the customer if they would like a receipt. If the customer does not want a receipt, the user then cancels the sale instead of completing it and pockets the money. How concerned should I be? There are lots of legitimate reasons for Late Cancellations to occur. The most likely is that the customer changed their mind after they saw the total with all charges and taxes, or they simply did not have enough money. You should however keep an eye on things as this is an easy way for employees to steal. What can I do? Let your employees know that you are taking an interest. Ask for greater details in the comments that they enter when making the cancellation. If you have serious suspicions you should call the customer and ask if they completed this sale. When making these calls you should try and be diplomatic. A good approach is to call and say something like 'I noticed that you didn’t complete a sale/order. When that happens I always wonder what went wrong - was there a problem with the service?' If the customer says that there was no problem and that they did complete their purchase you may have a serious problem! As far as FloristWare is concerned this sale was not completed and payment was not collected but the customer is telling you they paid someone. Where did the money go? There is one possible legitimate explanation. Your employee could have done a late cancellation on this sale then started and completed another sale to this customer. You would have to do another search to see if that was the case. There is an easier way. Ask the customer how they paid. If they paid cash you have every right to be suspicious. If they paid by any other means it is less likely that a theft has occurred. You are not out of the woods yet however. The user could have processed payment for this sale using (for example) a credit card. They could then have removed cash from the drawer in the amount in the amount of this sale. When you did your cash-out for the day everything would have appeared to be okay - you would still have collected enough payments in total to pay for all of the days sales. However the payment methods would be off. Your POS machine would tell you (in this example) that there were more sales to credit cards than FloristWare. There would also be less cash than FloristWare would tell you to expect. So - if you have a customer that claims they paid for this sale with cash you have good reason to be concerned. If you have a customer that claims they paid for this sale by other means and there is less cash in the drawer than FloristWare told you to expect (even thought there were enough payments in total) you also have reason for concern. At that point you may want to talk to the employee. As we mentioned earlier they may have canceled the one sale and performed another. See if they tell you that is what happened. If they do, use the 'Find Sale' feature to see if you can find the second sale together. Please keep in mind that there is one security leak FloristWare can never seal - their is always the possibility employees are working under someone else's ID - either accidentally or on purpose. Remember that the employee is innocent until proven guilty! |
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