AMLComply at the counter

If it will not let you in

• “Name or PIN not recognised.” — it says the same thing for a wrong name and a wrong PIN on purpose, so nobody can use it to find out who works here. Check the spelling first.
• “Too many wrong PINs. Try again in 15 minutes.” — five wrong tries locks the name. A manager can reset your PIN on the Staff screen; you do not have to wait.
• “... is not set up to work at Kota Damansara.” — you are assigned to the other shop. A manager adds you on the Staff screen. This is not a preference: the two shops are two separate companies.

And one more thing

If it says “Name or PIN not recognised” it says the same thing for both on purpose, so nobody can use it to find out who works here. Five wrong tries locks the name for fifteen minutes — a manager can give you a new PIN straight away instead of waiting.

What can stop you

Nobody can see your PIN. Not this screen, not a manager, not the Compliance Officer. If you forget it, a manager gives you a new one — they cannot tell you the old one because nobody has it.

What the answers mean

• “NO NAME ON THIS NOTE.” — the shop sheet has no name column and never had. Ask the customer in front of you whose it is and key the name here. It can be seen but it should not be paid out until somebody is on it.
• “That note belongs to Kota Damansara and cannot be used here.” — the two shops are two companies. No manager can approve it. The way through is to move the stock to the shop holding the note and invoice it from there.
• “The same number is also written R00409 in this book — same day, same amount.” — that is almost certainly one note, not two. Take money off it once only.
• Searching by amount works when the number will not. The R at the front is easy to miss off.

And one more thing

The screen tells you two things here that will stop you later, so you find out before you key anything: whether the note is being held back, and whether the number is in the book more than once — which may mean one note that has already been paid out.

If the screen stops you

• “Note 18647 already exists and still has money on it.” — that number is already live. Do not put a nought on the end to get round it, and do not invent a number. Take the next clean slip, or find out what the live one is: it is somebody’s money. (This exact thing happened on 6 September and it put the same RM1,800 on two notes.)
• Cash of RM25,000 or more opens a compliance case by itself. You will be told a case was opened and told to say nothing to the customer. That is not a formality — telling them is a criminal offence. Carry on serving them normally.
• The customer’s details are not complete — the screen will say which field is missing and take you to it. Above the shop’s limit, the details have to be there before money is taken.

And one more thing

If it says “that note already exists and still has money on it”, that number is live on somebody else’s money. Take the next clean slip. Never add a nought to the end to get round it — that happened on 6 September and it put the same RM1,800 on two notes.

The stops you will meet, and what each one means

• “Note X is written more than one way in this book…” — new on 16 September. The book holds two rows for that number at this shop, and the screen shows you both with the dates, the amounts, and what has already been spent. They may be one note that has already been paid out once. Look at the slip in the customer’s hand and get a second person to say which row this is. Seventy-five numbers are in this shape.
• “Note X is being held back…” — somebody deliberately took that note out of play, and the reason is printed right there. A cashier or a manager can let it through once they have actually looked. Forty-seven notes are held.
• “More than one name has paid into note X.” — the money is all on it, but a second person has to say it is right to spend it on this order.
• “This note has no customer recorded against it.” — we cannot confirm the order belongs to the same person. Needs a second name.
• “Only RM X is left on note Y.” — exactly what it says. Nothing was recorded.
• “Remicle is not answering, so order X cannot be checked.” — deposits cannot be used until it is back. Take the customer’s details and call them. Nothing was recorded.

And one more thing

Several things can stop you here and each one says why: the note is held back; the number is written more than one way; more than one name has paid into it; it belongs to the other shop; or Remicle is not answering, so the order cannot be checked. In every one of those cases nothing was recorded.

What can stop you

The same money, going on the same slip. Say how it came in — cash, card, transfer, cheque — because tonight’s drawer only knows about the cash. The balance on screen afterwards is the shop’s figure, read back, not this phone’s arithmetic.

Worth knowing

• A wrong figure is put right before a name goes on, never after — a wrong amount with a real person against it is much harder to undo than one with nobody.
• Keying a name that is not on file is allowed on purpose. Refusing would leave the note nameless for ever, and nameless is how these came about.

And one more thing

There are 1,385 notes on the old sheets with nobody’s name on them. Putting a name on money is not a thing one person does alone: a second person has to allow it, on their own phone, before the boxes even appear. Find the customer in the book if you can — that way the money lands against the person the rest of the book already knows. If they are not on file the name can still be keyed off the slip, because refusing would leave the note nameless for ever, and nameless is how these came about.

What it will and will not do

• Cash of RM25,000 or more opens a compliance case, marked as money going out. Paying money in as cash and asking for it back is a laundering pattern in its own right. Say nothing to the customer.
• It will not hand back more than is on the note, and not onto a day that has been counted and signed off.
• It refuses outright on a note that is held back, or one written more than one way. Money going out of the till is never the urgent one — sort the note out first.
• Nothing is deleted. The money comes off the note as its own line marked RETURNED, the cash leaving the till is its own line, and both can be reversed.

And one more thing

Cash of RM25,000 or more opens a compliance case, marked as money going out — and you say nothing to the customer. Paying money in as cash and asking for it back is a laundering pattern in its own right, whatever reason is given.

Worth knowing

• A customer who has changed their name still comes up. Fixed on 16 September. The note keeps the spelling that was on the slip the day the money came in — that is the record and it is not rewritten — but searching their name today finds it anyway.
• Disagree shows the notes where our book and Remicle do not say the same amount. Nothing there says which is right, only that they differ.
• Overdrawn shows notes that have been drawn past their value. That is a real problem with its own heading, not a rounding difference.

And one more thing

A customer who has changed their name still comes up. The note keeps the spelling that was on the slip the day the money came in — that is the record and it is not rewritten — but the search follows the change.

The stops

• Nothing is written until you press Record. Add lines, take them off, walk away and come back — the sale sits there. When you do press it, everything moves together or none of it does. There is no half-recorded sale.
• Cash at or above RM10,000 asks two more questions first: where the money came from and what it is for. “Other” needs a real sentence — it is the line somebody reads first if this is ever asked about.
• RM25,000 of cash in one day opens a compliance case on its own, whether it came in one sale or three. Say nothing to the customer: telling them is a criminal offence.
• Below cost, or more than the shelf says is there — a manager has to allow it, on their own phone, and never their own sale.
• The same sale pressed twice is one sale. If the answer comes back slowly and you press again, you get the same invoice back, not a second one.

And one more thing

Nothing is written until you press Record. Add lines, take them off, walk away and come back — the sale sits there. When you do press it, everything moves together or none of it does: the invoice, the stock, the money off a note, the debt. There is no half-recorded sale. Cash at or above RM10,000 asks two extra questions first, and RM25,000 in one day opens a compliance case on its own.

The stops

• A second person — a cashier or a manager, never you. They answer on their own phone, as themselves. There is no PIN box on this screen.
• Their yes is for that customer, that figure, once. Change the amount afterwards and it stops being good. That is deliberate: a manager who read RM6,000 approved RM6,000.
• The reason is required. Fewer than five characters and the line will not go on. It is written against the money.
• Afterwards the debt is on Money owed, where it is chased, with the day it falls due worked out from the days you agreed.

And one more thing

A debt takes a second person — a cashier or a manager, never you. They answer on their own phone; the counter’s screen has no PIN box. Their yes is for that customer, that figure, once: change the amount afterwards and it stops being good, which is deliberate. The reason you type is written against the money and is the line somebody reads first if this is ever asked about.

What can stop you

If the note is not in the buyer’s name, or more is coming off it than your shop allows without a check, the screen stops and asks for a second person. One person’s deposit cannot pay for another person’s goods without somebody seeing it. The note number and the figure go on the question, so whoever answers knows exactly which note they are allowing — they cannot be asked about one note and have it spent on another.

The stops

• Cash out of RM25,000 or more opens a compliance case, marked as money going out. Say nothing to the customer.
• A cash payout bigger than the shop’s float cannot have come out of the drawer — it comes from the safe, and the screen says so rather than letting the day go out of balance.
• The customer’s identity number is short — nobody can approve past this. A wrong number is not a gap. Put the real number on, or leave it empty if they have not got the card.

And one more thing

Cash out of RM25,000 or more opens a compliance case. A cash payout bigger than the shop’s float cannot have come out of the drawer — it comes from the safe, and the screen says so rather than letting the day go out of balance. A short identity number cannot be approved past by anybody: it is not a gap, it is a wrong answer.

The stops

• Whoever answers is the manager that goes on the record — not whoever was picked off the list. The list is who you are asking; the record is who said yes.
• A voided form is never signed. It is voided and it stays voided. Raise a new one.
• Signatures are never written over. Pressing it twice does no harm — an already-signed form is not shouted at and its names are left exactly as they are.

And one more thing

Unsigned gold pays for nothing — a form nobody signed cannot be used against a sale. The four people did sign the paper; it is the record that is short, and this puts it right without touching the gold, the weights or the price. The manager answers on their own phone, and whoever answers is the name that goes on the record, not whoever was picked off the list. A voided form is never signed, and a form already signed is never shouted at and never written over — pressing it twice does no harm.

It has to be the whole amount

• The shop’s book marks a debt settled or not settled. There is nowhere in it to put half of one, and JewelComply has never had an amount box on this screen either. Keying part of it would tell this screen the rest is still owed and tell the shop the whole thing was paid — two different facts, and nothing anywhere would say so out loud.
• If they really are paying part of it, use put the figure right lower down for what is genuinely still owed, and take the rest as a payment when it comes.
• The money goes in the drawer and comes off the debt in the same breath, at the shop — so tonight’s count and the amount outstanding can never disagree.
• If you took it off the wrong customer, do not key it onto the right one and leave the first: put the first one right, then key the second. Ring Johnny if you are not sure — it is quicker than undoing two.

And one more thing

It has to be the whole amount. The shop’s book marks a debt settled or not settled; there is nowhere in it to put half of one, and JewelComply has never had an amount box on this screen either. If they really are paying part of it, use put the figure right for what is genuinely still owed and take the rest when it comes. The money goes in the drawer and comes off the debt in the same breath, at the shop — so tonight’s count and the amount outstanding can never disagree with each other.

Nobody types a PIN into your screen

This page used to have a second road: a manager standing at the counter could key their name and PIN into the salesperson’s screen. That road is gone. Johnny’s words, 16 September: “Never PIN box anymore. All uses phone acceptance or rejection.”

It is not a matter of tidiness. A PIN typed into somebody else’s screen is not a signature — it is a number two people now know. Answering on your own phone is the only version of “a second person saw this” that is still true a year later, when somebody outside the shop is reading it.

There is no PIN box anywhere in this book except the three that are yours: signing yourself in, changing your own PIN, and — if you are a manager — handing somebody a new one.

The rules that never bend

• Two people, always. Nobody approves their own.
• An approval names the thing. Approving one note is not approving every note of the same size, and it is checked again at the moment the money moves.
• A reason of at least ten characters. It is the only record that the approval meant anything.
• Compliance sign-offs are different — only the Compliance Officer or the owner, and a cashier cannot stand in.

And one more thing

You never see your own questions here — the person who asks can never be the person who answers. A yes is for one thing, one figure, once: it cannot be spent twice, it cannot be spent on something else of the same size, and it goes stale after the minutes set on the Limits screen. Saying no asks you for a few words, because the counter has a customer standing in front of them and “no” on its own helps nobody.

The three answers are three different things

• “The customer took it back.” The money leaves the drawer now, with your name on it. Tonight’s closing already knows.
• “It is still in the till, going on the right note.” The drawer does not move — the banknotes really are there. Tonight’s closing names that money and the day will not close until it lands on the right note. That is the point of it, not a nuisance.
• “It was never paid.” It comes off the drawer, recorded as money that never came in. That is a different fact from the customer taking it back, and in a year only the wording tells them apart.

Whichever you pick, the note is left holding exactly nothing. If a note ever reads OVERDRAWN straight after you void it, stop and tell a manager — the record is contradicting itself, and that is worth knowing about.

And one more thing

The note is left holding exactly nothing — never below nought. If it ever reads OVERDRAWN after you void it, stop and tell a manager: the record is contradicting itself and that is worth knowing about.

The three answers are not interchangeable. “The customer took it back” takes the money out of the drawer now. “It was never paid” also takes it off, but records that the money never came in — a different fact, and in a year only the wording tells them apart. “It is still in the till” does not move the drawer, because the banknotes really are there; tonight’s closing then names that money and the day will not close until it lands on the right note. That is the point of it, not a nuisance.

It puts the note right and leaves the sale alone — on purpose

So for a while the money is on the note and the sale still claims it: two places holding it at once. Tonight’s closing names that gap and the day will not close until the sale is put right too. If it is the sale that is wrong, use Correct a sale instead and do it in one move.

And one more thing

This puts the note right and leaves the sale alone, on purpose. So the money is on the note again while the sale still claims it — two places holding it at once. Tonight’s closing names that gap and will not let the day close until the sale is put right too. Use this when the money came off the wrong note; use Correct a sale when the sale itself was wrong.

Where the money goes back to

• Money that came off a note goes back on that note — not into the drawer. It can then be spent on another sale, or paid back to the customer from Check Deposit.
• Money that came off a trade-in form goes back on that form.
• Cash goes back out of the drawer, so tonight’s count is right.
• The invoice still has to be cancelled in Remicle. AMLComply never writes into your accounts by itself. It puts that on the jobs list so it is not forgotten, and the day will not close while it is sitting there.

And one more thing

Every movement the sale made is answered by a row of its own pointing at what it undoes. Money that came off a note goes back on that note — not into the drawer — and can be spent on another sale or paid back to the customer. The invoice still has to be cancelled in Remicle. AMLComply never writes into your accounts by itself, and it puts that on your jobs list so it is not forgotten.

To correct rather than cancel, tap Put it right instead: the money goes back the same way and the sale opens again carrying its items and the same invoice number. Key it as it should have been. It goes through every wall a fresh sale goes through.

The count stays

Reopening does not wipe the figure, who counted it, or the float it was counted with. It puts the day back in play with a line on that day’s own book saying who reopened it and why. Count again and the first count is still there, with a line saying it was recounted — and the first figure is usually the one worth having.

And one more thing

The count that was on it stays. Reopening does not wipe the figure, who counted it or the float it was counted with — it puts the day back in play with a line on its own book saying who reopened it and why. Count again and the first count is still there, with a line saying it was recounted.

This voids the paper, not the metal

The gold stays bought and stays on the shelf. What comes off is the credit the seller could have spent. The form still prints, marked VOIDED, with your name and your reason on it.

If the weights or the price were keyed wrong, do not void it — tap Put it right. That lets the gold go, opens the trade-in again with the same metal and the same photographs, and leaves the four signatures behind. Four people sign the form that is actually written; carrying their ink onto a different set of weights would be saying they signed something they never saw.

And one more thing

This voids the paper, not the metal. The gold stays bought and stays on the shelf; what comes off is the credit the seller could have spent. The form still prints, marked VOIDED, with your name and your reason on it.

If the weights or the price were keyed wrong, do not void it — tap Put it right instead. That lets the gold go, opens the trade-in again carrying the same metal and the same papers, and leaves the signatures behind: four people sign the form that is actually written, and carrying their ink onto a different set of weights would be asserting they signed something they never saw.

And one more thing

The credit will not go back on the form until you say the cash is back, because a shop that holds the credit while the seller is walking down the road with the banknotes is counting the same money twice. If the payment was fetched from the safe, two rows cancel and tonight’s figure does not move by one cent — either way. The payment line is struck out on the form, never taken off it.

And one more thing

Use this only when the sale genuinely never happened — a customer who walked out, a screen opened by mistake. If they did buy, finish it instead. A sale left open stops the day closing, and taking it off is not a way of making that message go away; it is a way of saying, on the record and with your name on it, that there was nothing to finish.

What can stop you

A recount is kept, and it is the thing worth keeping. Count, walk away to check a note, come back and count again — the first figure, who counted it and how many times it changed all stay on the day. The printed sheet carries them.

What can stop you

They cannot get past the first screen until they have chosen their own PIN. New people are screened against the sanctions lists as they go on — if there is a match you are told, and somebody has to look at it before they work a counter.

What can stop you

Tell it to them yourself. It is not written down anywhere on the screen afterwards, on purpose — what is kept is that it happened, who did it and why, never the PIN. It unlocks them at the same time.

What can stop you

Every figure the book stops on is here, and the screen says which came from the shop and which are this page’s own. An empty box means never — a nought would mean every single one has to be allowed by somebody, the exact opposite. Every change carries your name, the date and your reason in words, and shows up underneath under What has been changed: a limit that moved with nothing beside it is a limit nobody can defend a year later.