FloristWare Technical Support Article: 10116

Internal Theft: Part 4 - Cash Refunds for Non-Cash Payments

This article discusses how Cash Refunds issued for Non-Cash payments can indicate internal theft, and what you can do about it.

The Suspicious Activity Report in FloristWare covers many different types of suspicious activity (activity that may indicate internal theft). Cash Refund For Non-Cash Payments are one such type of activity.

What exactly does 'Cash Refund For Non-Cash Payment' mean? The user issued a cash refund for a sale that had been paid for by other means.

What is the concern? Possible internal theft may be taking place. The user may have simply issued a cash refund and pocketed the money.

How concerned should I be? You should be fairly concerned about this type of activity. Refunds should always be made in the same form as the sale, so if (for example) someone pays by credit card, they should get their refund by credit card. If the user issues a cash refund instead, it may be so they could pocket it.

What can I do? You should discuss this activity with the user. The question to ask is 'why did you refund cash when the customer paid by other means?'.

Since this is very suspicious activity you should also consider calling the customer.

When you make these calls to customers it is a good idea to try and be diplomatic. Say something like 'I saw that you needed a refund. I feel terrible that you weren’t satisfied. Can you tell me a little bit about the the problem?'

If the customer says that you are mistaken - that they did not request/receive a refund you have a serious problem! As far as FloristWare is concerned this sale was refunded and the money was given to someone. Where did the money go?

At that point you may want to talk to the employee. There may be a very good explanation. See if your employee can tell you what happened.

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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