Exit Stage Left

Chief Inspector here, reporting on the results of some investigation into an issue reported by a customer recently, and what we can do to avoid the same thing happening again.

This customer borrowed an item at the kiosk, and selected to receive an email receipt.

When she checked her email, Heavens to Murgatroyd there were 6 items on there that she hadn't ever borrowed! 

Turns out she had someone else's returned items listed on her receipt....
Hang on a minute, we don't email receipts for returned items do we?  No because the system needs to have a customer's details to send an email, which we don't ask for with returns.  The system counted the returns as part of her transaction because the previous user of the kiosk had returned their items and just walked away without pressing Exit - and when this lady did press Exit after issuing her item, they were all lumped on the same receipt as one transaction!

To be clear, the items were not issued to her at any time, but it's still mighty confusing and thus, not a great customer experience.

So please encourage all customers to Exit after they have finished returning their items, rather than just walking away. 

I know many people wish to save paper, and they still can, by waiting at the kiosk until it times out and the items disappear from the screen.  Once this happens, the transaction is effectively complete and those returns won't be listed anywhere unexpected.

Unfortunately at this time we cannot turn off the returns receipt function as the kiosks only have an on or off function for all receipts, and it is a consortium requirement that we provide a receipt when items are issued.  We are hoping this will be possible in a future release of FE software.