End of MInitill script

Note: These guidelines have been prepared by the HPL Customer Experience Team, Communications, IT and Financial


Services.

Thank the customer for calling the Houston Public Library System or for visiting the location and offer assistance.

Customer may have $9.99 or less on OCE card.

Thank the customer and let them know that you are reviewing their library records. Let them know how much is on their card.

Option A: I see that you have XX amount. I can add that balance to your Coin Copier Print Card. Do you already have a Coin Copier print card? (Yes) Use minitill and transfer funds to new card.

We have a new print card. The card costs $1 and has a value of 50 cents on it. You may add money to it as needed. I will be glad to assist you in getting a new print card and transferring the remainder of your balance to it.

Option B: If the customer has no Coin Copier Print Cad and does not want to buy the new print card, but owes a fine.

Thank you. I am authorized to subtract the remainder of the funds left on this expired print card from your library fines.

You have XX amount of fines remaining on your library card. OR

You now have a zero balance of fines remaining on your library card. This form indicates the amount transferred to pay the balance of fines. We can transfer XX to a new print card. The card costs $1 and has a value of 50 cents on it. You may add money to it as needed. I will be glad to assist you in getting a new print card.

Customer may have $10 or more on OCE card.

Thank the customer and let them know that you are verifying their address and email address.

Option A: Customer has no fines.

Please complete this refund form. I will send it to Financial Services which will verify the amount and send a check for any refund amount due. Please verify your email and street address on this form so we can submit your refund request. Financial Services will contact you shortly.

Option B: The customer owes a fine.

Thank you. I am authorized to subtract the remainder of the funds left on this expired print card from your library fines.

You now have a zero balance of fines remaining on your library card. This form indicates the amount transferred to pay the balance of fines. We estimate that we can transfer XX to a new Coin Copier print card. The card costs $1 and has a value of 50 cents on it. You may add money to it as needed. I will be glad to assist you in getting a new print card.

Please complete this refund form. I will send it to Financial Services which will verify the amount and send a check for any refund amount due. Please verify your email and street address on this form so we can submit your refund request. Financial Services will contact you shortly.

Customer may not wish to pay fines and wants a refund.

Thank you. We are glad to assist you in clearing this amount XX from your library card record of these fines. While we are unable to offer a cash refund, this will reduce or clear this amount XX of current fines or fees on your library card. If you need more assistance, you may call Financial Services for assistance at 832-393-1346. Please ask for Accounts Payable.