FloristWare Technical Support Article: 10117

Internal Theft: Part 5 - Cash Refund On The Same Day As Sale

This article discusses how Cash Refunds issued on the day of sale 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 Refunds issued on the day of the sale are one such type of activity.

What exactly does 'Cash Refund - Same Day As Sale' mean? The user issued a cash refund for a cash sale that had been made the same day.

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 somewhat concerned about this type of activity. In our business, refunds don’t usually happen on the same day as the sale. Refunds are more likely to occur a day or two after the sale - if (for example) the customer is unhappy with the product, a delivery is missed, etc. It may be that the user made a nice cash sale, saw that nobody was around once the sale was completed, quickly issued a refund and pocketed the money.

What can I do? You should discuss this activity with the user. The question to ask is 'why did the customer want a refund so quickly?'.

If you are still suspicious and you should definitely 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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