CTO2025 May 2023
Postal Orders
POL00448134
POL00448134
SECTION 15 Postal Orders V4.0
Postal Orders are sold and encashed at all Post Office branches. The value of a single Postal Order can
be between 50p and £250. Although Postal Orders do not show a value until they have been processed
through Horizon, they should be treated as secure stock and stored securely at all times. Cash is the only
ceptable method of payment.
Selling a Postal Order
Ask the customer the value required and confirm
with them that it is a cash only transaction and that
there is an additional fee payable
Obtain a blank Postal Order from your stock
From the ‘Home Screen’ scan the barcode on the
back of the Postal Order, and select ‘Sell Postal
Order’
Input the value the customer has requested
and advise them of the total amount payable
(including the fee)
Follow all on-screen prompts confirming the
details with the customer at each stage
Printing the Postal Order
Insert the scanned Postal Order into the slip input
slot on the printer, making sure it is face up with
the Queen's head on the left hand side. Ensure the
right hand side of the Postal Order is against the
right hand side of the slot
Select ‘Print’
Check that the Postal Order has printed correctly
Press ‘Settle’ and accept the cash payment
Hand the customer the Postal Order and the
customer receipt. Place the second copy of the
receipt in your stock unit
Top Tip!
Place your thumb
on the Queen's
head as you
insert the Postal
Order face up into
the printer
23-21-96
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Panesar nto
@ Postal Order.
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‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
‘on behalf of Post Office and for the purpose intended, is not permitted.
Operational Training & Development
Delivering Operational Excellence
@
Post Office - Operational training guide
POL-BSFF-104-0000093
SECTION 15 Postal Orders V4.0
Postal Orders
(Continued)
Encashing a Postal Order
When a customer wishes to encash a Postal Order:
» Ask them to sign the back of the Postal Order, check
the signature against the payee's name on the front,
and check it hasn't been altered or defaced
«If you have any suspicions, request ID from the
customer. If you are still suspicious, refuse the
transaction and call Grapevine.
» From the ‘Home Screen’, scan the barcode on
the back of the Postal Order, and select ‘Encash
Postal Order’
» Check the value on the screen matches the value
on the Postal Order and select ‘Yes’
» Settle the transaction, and hand the customer the
cash value as well as the first printed receipt
» Date-stamp the Postal Order, attach the branch
receipt and retain in branch for two years
Please note: Where a Postal Order is made payable
to a company, on encashment the customer needs to
produce evidence to show that they are an authorised
agent of that company; for example, a letter on
headed company stationery, a company ID card, or a
cheque book bearing the company’s name.
What to do if a Postal Order is no longer
required
If a Postal Order has been printed but is not required,
.g., a customer may realise they don’t have enough
money, you will need to cancel the Postal Order:
» Settle the transaction to cash and retain the Postal
Order and receipt
* The Postal Order will need to be ‘Spoilt’ and then
‘Reversed’. You can view these steps in Section 13
Back Office of this guide, or on Horizon Help
Please note: A Postal Order transaction can only be
reversed the same day it was sold, and the customer
will need to present their receipt.
POL00448134
POL00448134
CTO2025 May 2023
aid QD
“cit Aid decaration
- Support if something goes wrong
! If the value of the Postal Order doesn’t match
1 the value shown on Horizon, do not continue
1 with the encashment transaction, and contact
} the Branch Support Centre for support.
' Remember: If the Postal Order presented is
1 ‘Crossed’, advise the customer that it needs to
1 be paid into their bank account. Postal Orders
1 can be paid in at a Post Office using the
1 Cheque Deposit service (a preprinted paying-in
1 Slip is required), or by visiting their local bank
! Important: If a Postal Order needs to be
spoiled and reversed, complete both the ‘Spoil’
and ‘Reverse’ processes before 7pm on the
same day the Postal Order was produced.
«If both processes are not completed before
7pm, the Postal Order fee cannot be
returned
» If the 7pm cut off is missed, contact the
Branch Support Centre. A Transaction
Correction for the face value of the Postal
Order can be issued, however the fee will
not be refunded
Ce ee I
The content
on behalf of
2 and for the purpose intended, is not permitted
Operational Training & Development
Delivering Operational Excellence
is document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
@
Post Office - Operational training guide
POL-BSFF-104-0000093_0001