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Petrol Attendant Course

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  1. Chapter 1: Fuel Dispensing Operations
    3 Topics
    |
    1 Quiz
  2. Chapter 2: Basic Vehicle Maintenance Checks
    3 Topics
    |
    1 Quiz
  3. Chapter 3: Forecourt Housekeeping
    3 Topics
    |
    1 Quiz
  4. Chapter 4: Receiving Stock
    2 Topics
    |
    1 Quiz
  5. Chapter 5: Recording Transactions and Processing Payments
    4 Topics
    |
    1 Quiz
  6. Chapter 6: Interact with Customers
    4 Topics
    |
    1 Quiz
  7. Chapter 7: Shift Procedures and Reporting
    4 Topics
    |
    1 Quiz

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    🎯 Learning Outcomes

    By the end of this topic you will be able to:

    • Process a card payment correctly using a point-of-sale (POS) terminal.
    • Distinguish between chip-and-PIN, swipe and contactless payment methods.
    • Handle declined transactions professionally and without embarrassing the customer.
    • Follow the correct procedure for void and refund transactions.

    What Is a POS Terminal?

    A Point of Sale (POS) terminal is the electronic device used to process card payments. At a petrol station, POS terminals are typically located at the cashier desk inside the forecourt shop, and sometimes on portable handsets used by attendants at the pumps.

    Types of Card Payments

    MethodHow It WorksWhen Used
    Chip and PINCustomer inserts card into chip reader; enters 4-digit PINMost common method for all amounts
    Contactless / TapCustomer taps card or phone on the terminal’s contactless readerSmall amounts (typically under R500)
    SwipeCard is swiped through the magnetic strip reader; customer signs slipOnly if chip is damaged or terminal chip reader is faulty
    Mobile wallet (Apple Pay, Samsung Pay)Customer taps phone or smartwatch; transaction approved via biometric on deviceWhere supported by the terminal

    Processing a Card Payment — Step by Step

    1. Enter the correct transaction amount on the POS terminal — double-check before proceeding.
    2. Select the transaction type: Purchase (not refund or void).
    3. Hand the terminal to the customer (or bring the mobile terminal to them at the pump).
    4. Customer selects their payment method: Credit, Cheque or Savings account.
    5. Customer inserts card and enters their PIN (or taps for contactless).
    6. Wait for the terminal to show “Approved” — do not release fuel or goods until approval is confirmed.
    7. Print the receipt — hand one copy to the customer; retain one copy for station records.
    8. Ask: “Would you like a printed receipt?” — not all customers do.
    ⚠️ Never Do These

    • Never enter an amount higher than the transaction total — this is fraud.
    • Never allow customers to show you their PIN — you should never know their PIN.
    • Never process a card payment if the customer is not present and watching.
    • Never retain a customer’s card — hand it back immediately after the transaction.

    Handling Declined Transactions

    A card can be declined for many reasons: insufficient funds, daily limit reached, card blocked, incorrect PIN entered too many times. Handle declines with discretion:

    • Inform the customer quietly and privately: “I’m sorry, the card has been declined.”
    • Do not announce the decline loudly or in front of other customers.
    • Offer alternatives: “Would you like to try another card, or would you prefer to pay cash?”
    • If the customer believes it is a terminal error, try processing once more — but if it declines again, the customer should contact their bank.

    Void and Refund Transactions

    Transaction TypeWhen to UseWho Authorises
    VoidTo cancel a transaction on the same day before batch settlementSupervisor / manager
    RefundTo return money to a card after the transaction has settled (next day+)Manager only — never processed by an attendant without approval

    Always call your supervisor for void or refund transactions — do not attempt these on your own.

    Key Terms

    TermDefinition
    POS TerminalPoint-of-Sale terminal — the electronic device used to process card payments.
    ContactlessA payment method where the card or device is held near the terminal without inserting or swiping.
    VoidCancellation of a transaction on the same day it was processed.
    Batch settlementThe end-of-day process where all the day’s card transactions are sent for final processing by the bank.
    ✅ Quick Knowledge Check

    1. What is the difference between a void and a refund transaction?
    2. How should you handle a declined card without embarrassing the customer?
    3. Why should you never know a customer’s PIN?

    📚 Additional Resources

    📖 Further Reading

    🎬 Watch: Point of Sale & Card Payment Processing Tutorial

    A practical walkthrough of processing card payments through a POS system, including chip, tap and swipe transactions.

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