Higher Duties Procedures

Mobile Phone

The general RFDS mobile phone is available for work use when required. Please note the following:

• Number: 0456 886 599
• Phone code: 1928
• Charger: Apple iPhone charger required
• Usage is for official tasks only
• Verification codes are sent to this device
• Located in the tray underneath the safe
• To be locked securely in the safe overnight
• Do not leave unattended in public access spaces
• Report any technical or software issues with the device to the IT service desk

Refund Procedure

1. From the main Retail Express POS screen, select 'Returns' and login.
2. If you have the invoice number for the sale, type that into 'Sales Invoice #'.
   • If not, you will have to find the sale manually by looking through all the day's sales using the quick search feature.
3. Select the sale to refund and click next.
4. On this screen, you must decide whether the stock being returned can be sold again, or if it is faulty and will be thrown away.
   • If it can be sold again, put the quantity being returned into the 'Saleable Stock' field.
   • If it can't be sold again, put the quantity being returned into the 'Faulty Stock' field.
5. Click next.
6. On the confirmation page, ensure the price and number of items being returned is correct and click next.
7. You must provide a reason for doing a refund. Click the reason dropdown box and select a reason from the list.
8. Click 'Create Refund'. This will take you to the normal sale screen that contains the items being returned already as negative values.
9. From here, if the customer wants to exchange items, simply scan the new items they want and either return or request the difference in price to/from the customer.

Notes:

• For example: Returning a magnet will result in a $-5.50 balance. When you scan a different magnet, this will return to $0 because the amounts cancel out. If you scan more items, the customer must pay for those new items.
• If the customer only wants to exchange one design for another, when the balance is $0 (after scanning the new design), simply finalise the sale and print the receipt.
• If the customer wants to exchange something for something else of less value, you must give them the difference as a refund. Always try to do this as the same type of payment they originally paid with.
  • Cash: Type in the amount you will be removing from the till as a negative value into the 'Cash' field under the payment tab.
  • Card: On the EFT machine, follow these steps:
    1. Click the black dot.
    2. Press 1 - Transaction.
    3. Press 2 - Refund.
    4. Enter the amount to be refunded.
    5. Enter the password (the number on the top of the terminal).
    6. Get the customer to tap or insert their card.
    7. MUST ALWAYS ENTER PIN NUMBER.

Live Flight Display Computer

• Password: teamlistenshare
• Asset number: RFDSW1195

If the flight map is down:

1. Use the Bluetooth keyboard and mouse to login.
2. The keyboard and mouse are stored in the translation cupboard.
3. Open Internet Explorer and navigate to the Flight Aware tab.
4. Press Fn + F11 to make the flight map full screen.
5. Turn off the Bluetooth keyboard and mouse using the switch on the back of the mouse.
6. Return the keyboard and mouse to the translation cupboard.
7. Customers can access a live flight map at the rfds.org.au homepage.

If this doesn't help:

Contact IT support on EXT 3338 and quote the above asset number.

Higher Duties Reports

S:\8. Darwin Tourist Facility\Admin\Higher Duty Reports\Higher Duties Daily Report Master.doc

To be filled out at the end of the shift if you are acting as a higher duties staff member. Use the 'Master' document and 'Save As' when finished

Incident Report Forms

S:\8. Darwin Tourist Facility\Admin\Incident Reports\Incident Report Master.doc

To be filled out whenever an incident occurs involving either staff or patron. Use the 'Master' document and 'Save As' when finished under a different name.