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I. OBJECTIVE
1. To provide guidelines on the process and procedures of reporting, claiming, retrieving and releasing of unclaimed change and forgotten valuables of the customer
II. DEFINITION OF TERMS
1. Unclaimed Change – refers to the customer’s change that the customer forgot to claim or get, unintentionally
2. Forgotten Valuables – refers to the customer’s personal items or baggage that the customer temporarily placed outside the outlet (but within its perimeters) but forgotten, unintentionally
III. GENERAL POLICIES
REPORTING:
For Unclaimed Change:
1) Service Crew must report the incident to the SOS.
2) SOS must ask the Service Crew to make an Incident Report (IR), complete with the details of the transaction and the description of the customer.
3) Service Crew must deposit the change separate to the sales and attach the deposit slip to the IR.
4) Service Crew must inform the Team Leader and co-workers.
5) SOS must inform the PCS-in-charge about the incident. PCS-in-charge must keep the deposit slip and IR on file.
For Forgotten Valuables:
1) Service Crew must report the incident to the SOS.
2) If the item is identifiable (eg. Cellphone, wallet, planner, etc.), SOS must ask the Service Crew to make an Incident Report, complete with the details of the transaction and the description of the customer.
3) If the item is unidentifiable (eg. Enclosed box, big plastic or paper bag, etc.), the Service Crew must get assistance from the Mall/Supermarket/establishment’s security before doing anything to it.
4) Service Crew must pull-out the identified valuable/s through the driver or rider.
5) Service Crew must inform the Team Leader and co-workers.
6) SOS must turnover the items to the Human Resources Department together with the IR.
CLAIMING:
1) Service crew must get the complete name and contact number of the customer. Customer must present a valid ID.
2) SOS must confirm to the service crew if the customer matches the description in their IR.
3) Service crew must ask the customer the details of the incident.
4) Upon confirmation of the customer, service crew must inform the customer about the company’s procedure in releasing the unclaimed change or valuables.
5) SOS must settle the date and time of release of change with the customer. Assure the customer that the change will be released and the process will go smoothly.
RETRIEVING:
For Unclaimed Change:
1) SOS must photocopy the deposit slip and IR that the outlet forwarded. It will be attached to the Cash Request form that the SOS must get from the Accounting Department.
2) SOS must fill out the form and forward to the CEO for signature. Once signed, SOS must retrieve the money from the Accounting Department.
For Forgotten Valuables:
1) SOS must retrieve the items from the Human Resources Department.
RELEASING:
For Unclaimed Change:
1) SOS must turnover the money (change) to the outlet’s Team Leader or Supervisor. Both parties must count the money to ensure the amount that turned over.
2) SOS must fill out a Cash Pull-Out Slip and get the TL or Supervisor to receive it. The office copy must be left to the SOS while the store and pull-out copies must be carried by the TL or Supervisor to the outlet.
3) SOS must inform the service crew-on-duty about the releasing of change.
4) Both copies of Cash Pull-Out Slip must be signed (received) by the service crew once the TL or Supervisor turnover the change to the outlet. The store copy will be left to the service crew while the pull-out copy must be kept by the personnel and return to SOS.
5) Service crew must inform the SOS once they receive the change. SOS must then inform the customer that the change is ready for retrieval or claiming.
6) Attached to the Cash Pull-Out Slip are two copies of Claim Change form. It must be left blank for the service crew to fill out at the moment the customer retrieves the change.
7) Service crew must return one copy of Claim Change form to the SOS. It must be properly filled out with the necessary details especially the full name and signature of the customer.
8) SOS must forward the Claim Change form to the Accounting Department for liquidation.
For Forgotten Valuables:
1) SOS must check the items to be released with the Team Leader or Supervisor.
2) SOS must fill out Pull-Out Receipt and Gate Pass. SOS must write in the Remarks the name of the Team Leader or Supervisor assigned to deliver the valuables to the outlet. The TL or Supervisor must countersign it on the side. Keep the pink copy.
3) SOS must inform the service crew-on-duty about the releasing of valuables.
4) White and blue copies of Pull-Out Receipt must be signed (received) by the service crew once the personnel turnover the valuables to the outlet. The white copy will be left to the service crew while the blue copy must be kept by the personnel and return to SOS.
5) Service crew must inform the SOS once they receive the valuables. SOS must then inform the customer that the valuables are ready for retrieval or claiming.
6) Attached to the valuables is another Pull-Out Receipt. It must be filled out with the necessary details for the customer to sign once the valuables is retrieved or claimed.
7) Service crew must return two copies of Pull-Out Receipt to the SOS. It must contain the full name and signature of the customer who receives the item.
8) SOS must forward one copy of Pull-Out Receipt to the HR Department.
IV. PROCEDURE FLOWCHART
Flowchart Title
Unclaimed Change or Forgotten Valuables
V. REFERENCE/INTERFACE PROCESS
Document Title
1. Concerns
VI. FORMS AND RECORDS
Form Title
1. Incident Report Slip
2. Claim Change form
3. Cash Pull-Out Slip
4. Pull-Out Receipt
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