Service Desk Cash Handling Audit

Inspection template for retail customer service desks to verify cash controls, gift card activation logs, Western Union or money order records, change fund counts, and exception documentation.

Desk Setup and Secure Storage

• Cash drawer is locked or under direct associate control when unattended
  Drawer should not be left open or accessible to unauthorized personnel.
• Blank checks, money order stock, and negotiable forms are secured
  Sensitive forms should be stored in a locked location or controlled access area.
• POS terminal and receipt printer are functioning
  Terminal logs in successfully and prints receipts without error.
• Workstation is free of unauthorized cash, coins, or personal items
  No loose cash or personal storage items should be present in the transaction area.
• Required signage for payment services is posted and visible
  Service desk notices, fee disclosures, and customer instructions are visible to customers.

Cash Drawer and Change Fund Controls

• Opening or shift-start change fund count matches the recorded amount
  Count the drawer or change fund and compare to the documented starting balance.
• Cash drawer variance is within approved tolerance
  Document the variance between expected and counted cash.
• Large bills and excess cash are removed per policy
  Excess cash should be transferred according to store cash drop procedures.
• Cash count sheet or log is completed and signed
  The count record should identify the date, time, associate, and counted amount.
• Safe drop or deposit transfer is documented when applicable
  Verify that any cash transfer to the safe or deposit bag is recorded with amount and time.

Gift Card Activation and Sales Log

• Gift card activation log is present for the audit period
  A log or report should be available for all gift card activations processed during the shift.
• Activated gift card amounts match the POS or activation report
  Compare the log to the register or system report for matching amounts and timestamps.
• Gift card activation exceptions are documented
  Voids, reversals, failed activations, and customer disputes should be recorded with explanation.
• High-value gift card activations are reviewed for approval
  Transactions above the store threshold should show required supervisor approval or override.

Western Union and Money Order Transaction Records

• Western Union transaction log is complete for the audit period
  All send, receive, cancel, and refund transactions should be listed with date and amount.
• Money order sales and voids match the register or service report
  Compare money order records to POS or vendor reports for completeness and accuracy.
• Transaction receipts are retained for required retention period
  Receipts or supporting documents should be filed according to company policy.
• Customer identification or verification steps were followed when required
  Required verification steps should be documented for regulated transactions.

Exceptions, Compliance, and Closeout

• All cash or transaction exceptions are documented with explanation
  Include shortages, overages, voids, reversals, printer errors, and customer disputes.
• Supervisor review is recorded for unresolved discrepancies
  Escalations should show reviewer name, time, and disposition.
• Inspector notes include corrective actions and follow-up owner
  Document what was corrected during the audit and who is responsible for follow-up.
• Inspection is signed and dated by the reviewer
  Final sign-off confirms the audit was completed.