How should a cashier respond to a payment issue or decline?

• A. Deny the customer
• B. Stay calm, re-run or offer alternative payment, and involve a supervisor if needed
• C. End the transaction and move on
• D. Ignore the issue

Answer: (B)

When a payment doesn’t go through, the priority is to handle it with calm, good service and clear options. Stay calm and friendly, re-run the transaction if appropriate or offer an alternative payment method (such as a different card, cash, or a mobile wallet). If the issue isn’t resolved quickly, involve a supervisor or manager to authorize an override, troubleshoot the problem, or provide a solution. This approach keeps the customer informed, reduces frustration, and helps move the sale forward efficiently while ensuring proper procedure and security.

Denying the customer, ending the transaction without resolution, or ignoring the issue creates a negative experience and can lead to delays or confusion.