Department: Field Operations

Policy Purpose: To standardize the checkout process using the Square POS system. A seamless, transparent payment process finalizes the customer experience on a high note and ensures all warranty data is properly recorded.

1. Equipment Readiness & Setup

You cannot close a ticket if your hardware is dead. Payment readiness starts before you arrive at the job.

• Hardware Check: Ensure your Square Card Reader (Bluetooth tap/chip reader) is fully charged and actively paired to your mobile device or tablet before your shift begins.

• App Updates: Keep the Square Point of Sale app updated to the latest version to prevent glitches when trying to process a transaction in areas with weak cellular service.

• Clean Hands: As noted in the Uniform & Appearance SOP, always use heavy-duty hand wipes to clean grease and battery acid off your hands before handling your device or handing it to the customer.

2. Building the Invoice

Transparency is mandatory. The customer should already know the price from the diagnostic conversation, but the invoice must reflect exactly what was installed.

• Line Items: Open the Square app and build the ticket by selecting the correct inventory items. You must accurately select the specific battery tier installed:

  Standard Lead-Acid

  Tier 1: Standard AGM

  Tier 2: Discover EV Dry Cell

  Tier 3: Option C - Ultra Premium Lithium (Discover Blue)

• Services & Fees: Add the mobile installation fee, any applicable after-hours/emergency dispatch fees, and ensure the correct regional taxes (State, Provincial, or Federal) are applied based on your GPS location.

• Final Review: Turn the screen to the customer and briefly walk them through the line items so there are no surprises before they tap their card.

3. Processing the Payment

Payment is always collected after the installation is complete, the vehicle has successfully started, and the work area is clean, but before you leave the site.

• Preferred Methods: Encourage contactless payments (Tap to Pay, Apple Pay, Google Pay) or chip inserts via the Square Reader for maximum security and speed.

• Manual Entry: If the card reader fails or the customer is paying over the phone for a family member, use the manual entry feature in the Square app. Ensure you collect the zip/postal code and CVV to prevent fraud flags.

• Cash Transactions: (If your specific location accepts cash): Technicians do not carry change. If a customer pays in cash, exact change is required. Cash payments must still be fully logged in the Square app to generate a receipt and track inventory.

4. Receipts & Warranty Documentation (Crucial)

The receipt is the customer's lifeline if they ever have a problem.

• Digital Receipts Only: MobileBattery is a paperless operation. Ask the customer, "Would you prefer your receipt sent via text message or email?" and input their choice directly into the Square app.

• The Warranty Script: As you send the receipt, you must explain its importance:

  "I've just sent the receipt to your email. Please keep this safe, as this digital receipt serves as your official proof of purchase and activates your [Insert Months/Years] warranty. If you ever have an issue, just give us a call and reference that receipt number."

5. Closing the Dispatch Ticket

Once the Square payment is approved and the receipt is sent, the job is not fully complete until it is logged in the MobileBattery hub.

• Update the Hub: Navigate to your ticketing/dispatch portal, mark the job as "Complete," and input the final Square transaction number or invoice number into the dispatch notes for the backend team.

• Clear the Site: Hand the keys back to the customer, thank them for their business, and safely merge back onto the road.