Faxing

We had a patron today who tried to claim that he thought his fax was free since he was told "it's $1 for five pages."  I want to issue some reminders so this doesn't happen again.

1. When explaining how much a fax will cost, explain the entire process.  You need to verbally say it costs $1 for the first 5 pages and then $0.25 cents for each extra page.  Simply saying "it's a $1 for the first five pages" does not convey the entire policy and we want them to understand what their charge will be.

2. Always verify payment BEFORE making a fax.  This means physically seeing the cash they will be paying with or verifying they have Texan Bucks on their card before you start dialing the fax.  We do not take credit cards for faxes.  We have an ATM if they need cash, or try asking if the Kic Scanner is an option for them.

3.  Only once a fax is finished sending successfully do you process the payment in Sirsi.  Then you give them their yellow receipt and the confirmation page from the fax machine.  This way, if there is an issue and the fax is unsuccessful, we have not recorded that we have taken money and we can just hand their cash back to them.  If you process the money and there is an issue, we have to issue a refund which is a slow process and the patron will not get their money back immediately.

Hopefully these reminders will help patrons understand that faxes aren't free!

Thanks everyone,
Kym