A Two-fer (long)

[Hobbs]

Okay, so here are my first sharings of the joys of Ross.

We're an hour and a half from closing, my department is a mess, and my manager keeps egging me on to, "Go faster." Nice, thanks, sure will. Anyway, I'm not doing too badly, and the customers are being pretty nice. This allows me the false hope that working customer service isn't too bad. Boy was I wrong.

My next customer works at one of the shops in our strip mall (won't say which one, except it's a PET COmpany), and I proceed to ring up her purchase. As I'm bagging her clothes, she swipes her card. I don't mind, usually, except it's a hassle sometimes when I have to ID for credit cards (policy is we need valid photo ID). I total out her transaction and ask, "Credit or debit?" She tells me it's credit and I ask to see her card. Without looking up from the card reader, she explains, "I don't have it." Great, I can see where this is going already. I tell her I need to see one and she ignores me, signing her name instead and hitting the 'ok' button, then stands there waiting for me to ring her out.

me=hobbs
sc=hope she gets fired
SM=my (somewhat) awesome store manager

me: I'm sorry ma'am, but I need to see your ID.
sc: I told you, I don't have it.
me: Sorry, but I can't approve it without a valid picture ID.
sc: Well, this is the first time I've heard it; they've taken it before. (don't they all say that?)
me: At this store, or another, cuz they weren't supposed to...it's policy to see your ID.
sc: But is says it's approved on the screen.
me: (you work in a store and don't know simple things like this?) Yes, the card system approved it, but I need to approve it on the register, and for that I need to see ID.
sc: Well, they'e taken it before... (grr...and what did I say about this?)

This goes in a circle for about thirty seconds before she asks for a manager. Luckily, the Store Manager is there and I flag her over.

me: SM, could you come over here please?
SM: (walks over) What's wrong?
me: She doesn't have ID and is using a credit card.
SM: Ma'am, we need to see photo ID for credit purchases.
sc: But it's already been approved.
SM: (to me) It's approved?
me: No, the card reader approved it, I haven't approved it yet. (I hadn't even pressed the [credit/debit] button at this point).
SM: (presses button, screen comes up, displaying E-signature). Hrm...and you don't have ID?
sc: No, but they've always taken it. (But WE DON'T)
SM: explains policy one more time.
sc: (pulls out credit card and debit card) See? This is the credit card I used, and this is the debit card on the same account. (WTF?! give us the debit and we don't need to go through this bs!)
SM: sorry, but we need to have a valid ID. (sc hems and haws, SM stands her ground) Well, if you're not gonna show me an ID, I'm gonna void out this purchase (voids it w/o waiting for a response)
sc: (as she walks out) Well, me and my family shop here all the time and we're never coming here again!! (leaves)
me: (Good, and if you do come back, remember your ID)

So, the next story is shorter. Only one or two customers after Pet-Girl, I call a nice nurse-lady to my register (at the store, CS is two registers standing parallel, but there is only one line). The other CS clerk sees a man skip past the line and try and get behind my customer (ie. cutting in line) and tells him the line begins five customers back.

sc2:But these are two lanes.
CW: No, sir, this is all one line.
sc2: but he (points at me) called her over (referring to Nurse-lady)
me: That's because she was next in line, sir.
sc2 gets in a huff and marches to the back of the line, and begins muttering to his wife/ gf/sancha about me.
me: (to the nurse) How'd I get two in a row? Did all of them come out at once or something?
sc2: What did you say? (crap, he heard me)
Nurse-lady: He was talking to me, sir.
sc2: (continues to mutter and curse.)
I silently thank the Nurse-lady for saving my hide, and he mutters all the way to my register.

And that was a good night...

[Ghengis51]

Ok I'll say this, I've actually been on the customer side of "they took it before". I stopped at sheetz for some yummy food and paid with my credit card. They asked me for ID and I didn't have it on me. I was extremely apologetic and the manager did let me go reminding me to have it next time (being courteous does wonders). What really gets me is I've been in there since and they didn't ask me for it, oh well at least i have it.

[prb]

http://usa.visa.com/download/merchan..._merchants.pdf
Although Visa rules do not preclude merchants from asking for cardholder ID, merchants
cannot make an ID a condition of acceptance. Therefore, merchants cannot
refuse to complete a purchase transaction because a cardholder refuses to
provide ID. Visa believes merchants should not ask for ID as part of their
regular card acceptance procedures.

http://www.mastercard.com/us/wce/PDF...Rules_5_08.pdf
A Merchant must not refuse to complete a Transaction solely because a
Cardholder who has complied with the conditions for presentment of a Card at
the POI refuses to provide additional identification information, except as
specifically permitted or required by the Standards. A Merchant may require
additional identification from the Cardholder if the information is required to
complete the Transaction, such as for shipping purposes. A Merchant in a
country or region that supports use of the MasterCard Address Verification
Service (AVS) may require the Cardholder’s ZIP or postal code to complete a
Cardholder-Activated Terminal (CAT) Transaction, or the Cardholder’s address
and ZIP or postal code to complete a mail order, phone order, or e-commerce
Transaction.

AmEx has no official rules about it

[Hobbs]

Although Visa rules do not preclude merchants from asking for cardholder ID, merchants
cannot make an ID a condition of acceptance. <snip>

A Merchant must not refuse to complete a Transaction solely because a
Cardholder who has complied with the conditions for presentment of a Card at
the POI refuses to provide additional identification information, except as
specifically permitted or required by the Standards. <snip>

AmEx has no official rules about it

Well, she can go call our DM if she wants, it's policy and I have no power to change or challenge what Corporate tells us. Plus, federal and state laws require you to carry a form of identification at all time. It wasn't that she refused to show ID, it's that she didn't have any at all. I hope she got pulled over and spent the night in county jail

[prb]

Well, she can go call our DM if she wants, it's policy and I have no power to change or challenge what Corporate tells us. Plus, federal and state laws require you to carry a form of identification at all time. It wasn't that she refused to show ID, it's that she didn't have any at all. I hope she got pulled over and spent the night in county jail

I understand that you cannot change store policy. But it is important to understand why someone might not provide ID.

Hopefully she wasn't driving, and if she was, then they probably would have towed her vehicle and given her a ticket, unless she pissed them off.

[Daskinor]

Although Visa rules do not preclude merchants from asking for cardholder ID, merchants
cannot make an ID a condition of acceptance. <snip>

A Merchant must not refuse to complete a Transaction solely because a
Cardholder who has complied with the conditions for presentment of a Card at
the POI refuses to provide additional identification information, except as
specifically permitted or required by the Standards. <snip>

AmEx has no official rules about it

Just remember some larger companies have their own merchant agreements. That are non standard and not listed on the web site.

[smileyeagle1021]

Just remember some larger companies have their own merchant agreements. That are non standard and not listed on the web site.

ditto... due to the nature of the industry it isn't uncommon for credit card companies to allow hotels to require ID for the credit card transaction. We have enough problems with people trying to do charge backs without having to deal with the people who are trying to say "well that wasn't me that stayed" (well, your photo ID was present and the photo matched the person checking in... so yup, sorry, that was you who stayed)

[DGoddessChardonnay]

I understand that you cannot change store policy. But it is important to understand why someone might not provide ID.

Hopefully she wasn't driving, and if she was, then they probably would have towed her vehicle and given her a ticket, unless she pissed them off.

And if she was driving and got pulled over then what would happen if she used that line with the officer that she did in the store . . .

"But I've done it before without ID."

And we'll probably see the video footage on YouTube of her getting a free ride to the Iron Bar Motel.

[marty]

prb, I think we all know the cc company's deal by now with showing ID--but I'd rather have someone bitch and moan at me then lose my job. That's between Visa, Mastercard, whatever, and corporate to battle over, not me. Besides, they have the right to refuse to show ID, but I have the right to refuse them service.

Enough about CC because it treads on dangerous territory--I hate line cutters. "HELP ME FIRST HELP ME FIRST!" Like the people that just waltz up and start asking questions while you're in the middle of helping someone else...I'll be as sarcastically polite as possible to those people. And no, they never get it.

[Hobbs]

Naw, here we lock you up (if you're driving, that is).

Plus, it's always helpful to have ID, it just is, ya know...?

Oh, and now we can't accept the flat-faced foreign credit cards; really pisses off the Mexicans, but I don't like 'em (some are ok, most are SCs) anyway, so I don't care.

[South Texan]

sc: (as she walks out) Well, me and my family shop here all the time and we're never coming here again!! (leaves)

So you'll be seeing her next week, then, when you have your next sale.

[draftermatt]

Some people have to live off of credit cards, so wishing they'd just use the debit card may not get you too far.

Not saying it's not wrong to live off of credit, but there are a lot of people who do.

I've never understood people who are alone, and don't have ID. Or who plan on using credit or a check without it.

The only time no ID has ever been a problem for me was when my wife came into the liquor store with me because I needed help carrying the boxes (we were having a party).

She didn't want to because she was afraid she'd get carded simply for coming in with me. This hadn't happened before, so I asked her to come. Dude ended up carding her, she didn't have (we were making 2 quick stops so she left her purse at home) so he lets me buy, but then he has to help carry it out, won't let her touch it.

It worked out, but it was a PITA. Especially since it's rare either of us get carded anymore.

[FredKlein]

SM: Ma'am, we need to see photo ID for credit purchases.

Where are you, and what CC was it? I ask only because most CC companies do not let you make I.D. a requirement for accepting their card. For example: http://usa.visa.com/download/merchan...ance_guide.pdf :

"Although Visa rules do not preclude merchants from asking for cardholder ID, merchants cannot make an ID a condition of acceptance. Therefore, merchants cannot refuse to complete a purchase transaction because a cardholder refuses to provide ID."

Other cards usually have similar rules. (Did you know it's also against most Merchant Agreements for the business to have a minimum purchase requirement to use the card?)

[VenomX]

Like the people that just waltz up and start asking questions while you're in the middle of helping someone else...I'll be as sarcastically polite as possible to those people. And no, they never get it.

I get that all the time at work. The boss' dad told me to just ignore them and ask them what they said after I am done with the current customers. But usually I just don't look at them and say outloud that they can wait their turn. If they start mouthing off I tell them theres the door go someplace else then.

[tigerlily0]

Plus, federal and state laws require you to carry a form of identification at all time. It wasn't that she refused to show ID, it's that she didn't have any at all. I hope she got pulled over and spent the night in county jail

There is no federal or state law that you must carry ID at all times. There is no federal or state law that you even must have government-issued identification. If you are driving, sure you must have your driver's license on you, but if you are not driving, there is no requirement.

This isn't a fascist state.