Nana Bambi's — GCash Agent SOP

1.0 WHAT IS GCASH AGENT SERVICE

1.1 Overview

Nana Bambi's is a registered GCash agent (licensed by G-Xchange Inc., the company behind GCash).
We provide cash-in, cash-out, and bills payment services to the Ragay community.
We earn a commission on every transaction we process.
This is a SEPARATE service from the main POS counter. It runs from a different window downstairs with its own dedicated cash drawer.
Think of it like a mini-bank teller window — people come to us to put money in or take money out of their GCash wallets.

GCash is not a payment method at our POS counter. When a customer wants to pay for products at the store, they use cash or other accepted methods. The GCash Agent window is a separate community service.

1.2 Important Rules

GCash cash drawer is SEPARATE from POS cash drawer. Never mix them. They are different businesses in terms of cash handling.
Always verify the customer's GCash app shows the completed transaction BEFORE handing over any cash.
Never process a transaction without seeing the customer's phone screen. You need to confirm names, amounts, and confirmation messages.
Keep your agent phone charged and connected to the internet at all times. No internet = no transactions.
Record every single transaction in our GCash Agent app immediately after processing.

The GCash cash drawer and the POS cash drawer must NEVER be combined, mixed, or borrowed from each other. If you run short on GCash float, contact your manager — do not take cash from the POS register.

2.0 OPENING PROCEDURE

2.1 Start of Day

Go to the GCash Agent window. Unlock the cash drawer.
Count the cash float. Standard opening float is ₱10,000 in cash. Count it twice. Write down the amount.
Check the GCash wallet balance on the agent phone app. Write down the amount.
Open our GCash Agent page on the computer: /ops/pos/gcash-agent.html
Enter your Opening Cash Float and Opening Wallet Balance in the system.
You are now ready to accept transactions.

SCREENSHOT — GCash Agent App: Opening Balance

CASH FLOAT

₱10,000.00

1

WALLET BALANCE

₱15,230.00

2

TODAY'S TXN

0

SET OPENING BALANCE3

1 Cash Float — The physical cash you counted in the GCash drawer.
2 Wallet Balance — Your GCash agent wallet balance (check on the agent phone).
3 Set Opening Balance — Click this button after entering both amounts to lock in your start-of-day figures.

2.2 Verify Previous Day

Open the Transaction History page: /ops/pos/gcash-history.html
Look at yesterday's row. Check that the "Reconciled By" field has a name in it.
If yesterday is not reconciled (field is empty or variance is red), DO NOT START your shift until you flag this to the Night Auditor or manager.
If everything is signed off, you are clear to proceed.

Never start a new day's transactions if the previous day was not reconciled. Unresolved variances from yesterday will contaminate today's count and make both days impossible to balance.

3.0 CASH-IN TRANSACTION

3.1 Customer Wants to Load Money to Their GCash

What is a Cash-In?

The customer gives you physical cash (bills and coins).
You load that amount into their GCash wallet using your agent phone.
Their GCash wallet balance goes UP.

What happens to your balances:

Your Balance	Direction	Why
Cash in Drawer	INCREASES ↑	Customer gave you cash
GCash Wallet	DECREASES ↓	You transferred digital money to them

Think of it this way: in a cash-in, cash comes IN to your drawer, and digital money goes OUT of your wallet to the customer.

3.2 Step by Step

Ask for the customer's GCash number or scan their QR code from their GCash app. The number is their mobile phone number (e.g., 09XX-XXX-XXXX).
Confirm the name. Your agent phone will show the registered name on that GCash account. Read it out loud: "This account is registered to [NAME], is that correct?" The customer must confirm YES before you proceed.
Count the cash. Count the bills the customer is giving you. Count them in front of the customer. Confirm the amount: "You are loading ₱[AMOUNT], correct?"
Process the cash-in on your GCash agent phone. Enter the amount and confirm the transaction.
Wait for BOTH confirmations. Your agent phone must show a success message, AND the customer must show you their GCash app notification confirming the money arrived. Do not proceed until both confirmations are visible.
Give the customer the reference number. Read out the transaction reference number from your agent phone, or let the customer photograph it. This is their proof of transaction.
Record in our GCash Agent app. On the computer, enter the cash-in transaction with the amount, reference number, and customer GCash number in our system at /ops/pos/gcash-agent.html.

SCREENSHOT — GCash Agent App: Cash-In Entry

CASH-IN TAB SELECTED

Type:

CASH-IN

GCash Number:

0917-123-4567

1

Customer Name:

JUAN D. CRUZ

2

Amount:

₱ 1,000.00

3

Reference No:

GC-240325-00147

4

RECORD CASH-IN5

1 GCash Number — Customer's registered GCash mobile number.
2 Customer Name — Must match the name shown on your agent phone.
3 Amount — Exact peso amount being loaded (must match cash counted).
4 Reference No — Copy from the agent phone's confirmation screen.
5 Record Cash-In — Click to save. Entry appears in today's transaction log.

3.3 Common Cash-In Amounts

Amount	Bills Customer Usually Gives	Notes
₱100	1 x ₱100	Small top-up (data, load)
₱500	1 x ₱500 or 5 x ₱100	Common everyday amount
₱1,000	1 x ₱1,000 or 2 x ₱500	Most common transaction
₱2,000	2 x ₱1,000	Larger load
₱5,000	5 x ₱1,000	Bills payment / remittance prep

Always count the cash in front of the customer. If the customer disputes the amount, recount together. Never argue — count again calmly.

4.0 CASH-OUT TRANSACTION

4.1 Customer Wants to Withdraw Cash from Their GCash

What is a Cash-Out?

The customer sends money from their GCash wallet to your agent account.
You give them physical cash in exchange.
Their GCash wallet balance goes DOWN.

What happens to your balances:

Your Balance	Direction	Why
Cash in Drawer	DECREASES ↓	You gave cash to the customer
GCash Wallet	INCREASES ↑	Customer sent digital money to you

Think of it this way: in a cash-out, cash goes OUT of your drawer, and digital money comes IN to your wallet from the customer.

4.2 Step by Step

Check your cash drawer first. Before you agree to the transaction, confirm you have enough physical cash. If the customer wants ₱5,000 and you only have ₱3,000, tell them now.
Customer initiates the transfer. The customer opens their GCash app and sends money to your agent number. You do NOT initiate this — the CUSTOMER does it from their phone.
Wait for YOUR agent app to show the incoming transfer. Look at your agent phone. You must see the money arrive in your wallet. Do NOT rely on what the customer shows you on their screen.
Verify the amount. The amount shown on YOUR agent phone must match exactly what the customer says they sent. If it does not match, stop and clarify.
Count out the cash. Count the bills in front of the customer. Confirm the amount verbally: "Here is ₱[AMOUNT]." Hand it to them.
Record in our GCash Agent app. Enter the cash-out transaction with the amount, reference number, and customer details.

SCREENSHOT — Cash-Out Transaction Flow

CUSTOMER'S PHONE

Sends ₱1,000

to your agent number

1

→

YOUR AGENT APP

Receives ₱1,000

wallet balance +₱1,000

2

→

YOU HAND OVER

₱1,000 cash

drawer balance −₱1,000

3

1 Customer sends — They transfer from their GCash to your agent number.
2 You confirm receipt — Only when YOUR agent app shows the money arrived.
3 You give cash — Only AFTER step 2 is confirmed. Never before.

4.3 CRITICAL RULE

NEVER hand out cash until you see the money arrive in YOUR agent app.

Scam methods to watch for:

Fake screenshots — The customer shows you a screenshot on their phone that looks like a GCash confirmation, but it is actually just a photo or edited image. Only trust YOUR agent app.
Fake text messages — The customer shows you an SMS that says "GCash transfer successful." These can be faked. Only trust YOUR agent app.
"It's loading, just a moment" — If the money does not appear in your agent app within 1-2 minutes, the transaction probably did not go through. Ask them to retry. Do NOT give cash while waiting.

THE RULE: If YOUR agent app does not show it, it did not happen. Period.

5.0 BILLS PAYMENT

5.1 Customer Wants to Pay a Bill Through GCash

Customers may come in wanting to pay electricity, water, internet, or other bills through GCash. You process this on your agent phone.

Ask for the bill details: Which company (biller name), the account number, and the exact amount.
Collect the cash from the customer. Count it.
Process the bills payment on your GCash agent phone. Select the correct biller, enter the account number and amount.
Wait for confirmation on your agent phone. The app will show a success message and reference number.
Give the customer the reference number. This is their proof the bill was paid. Let them photograph it or write it down.
Record in our GCash Agent app. Enter it as a Bills Payment transaction with the biller name, account number, amount, and reference.

SCREENSHOT — GCash Agent App: Bills Payment Entry

BILLS PAYMENT TAB SELECTED

Biller:

CASURECO III (Electric)

1

Account No:

0412-5678-9012

2

Amount:

₱ 1,850.00

3

Reference No:

BP-240325-00089

4

RECORD BILLS PAYMENT

1 Biller — The company being paid (e.g., CASURECO, PLDT, Maynilad).
2 Account No — The customer's account number with that biller (from their bill).
3 Amount — Exact payment amount. Must match what the customer gives you in cash.
4 Reference No — From the GCash agent phone confirmation screen.

Double-check the biller name and account number BEFORE processing. If you pay the wrong account, it is very difficult to reverse. Ask the customer to show you their bill so you can verify the account number yourself.

6.0 COMMISSION

6.1 How Commission Works

G-Xchange pays you a commission for every transaction you process as an agent.
Commission rates vary by transaction type and amount.
Commission is NOT collected from the customer — G-Xchange pays it to your agent wallet.

Typical commission ranges:

Transaction Type	Typical Commission	Notes
Cash-In	₱5 – ₱15	Varies by amount loaded
Cash-Out	₱5 – ₱15	Varies by amount withdrawn
Bills Payment	Varies	Depends on biller and amount

Note: G-Xchange may update commission rates periodically. Check the agent portal for current rates.

Commission is deposited to your GCash agent wallet periodically (usually daily or weekly). You will see it as an incoming credit with a description like "Agent Commission" or "GX Commission."

6.2 Tax on Commission

GCash agent commission counts as taxable business income in the Philippines.
G-Xchange withholds 2% creditable withholding tax (CWT) at source from your commission.
If annual gross income is under ₱3,000,000: 3% percentage tax applies (largely replaced by the 2% withholding for most small agents).
Philippine tax year: January to December.
Keep all records for BIR filing. The Transaction History export (CSV) is your primary record.

Do not ignore the tax aspect. At year-end, finance will need the total commission earned for BIR reporting. Make sure monthly records are complete and exported.

7.0 RECORDING IN TRANSACTION HISTORY

7.1 Daily Entries

At the end of each day (or throughout the day), you must record your figures in the Transaction History page.

Open Transaction History: /ops/pos/gcash-history.html
Select the correct month tab and year at the top of the page.
Find today's row in the monthly grid (rows are numbered by date).
Fill in each column:
- Opening Float — The cash + wallet balance you started with.
- Cash-In Count & Total — Number of cash-in transactions and total peso amount.
- Cash-Out Count & Total — Number of cash-out transactions and total peso amount.
- Bills Payment Count & Total — Number of bills payment transactions and total peso amount.
- Commission Earned — Total commission received today.
- Closing Float — Cash in drawer + wallet balance at end of day.

SCREENSHOT — Transaction History: Monthly Grid

JAN FEB MAR1

DAY	OPEN	CI #2	CI AMT	CO #	CO AMT	BP #	BP AMT	COMM3	CLOSE	VAR4	RECON
23	25,230	8	12,500	5	8,000	2	3,200	195	29,925	0	Maria
24	29,925	12	18,000	7	11,500	3	4,100	280	36,705	0	Juan
25	36,7055	--	--	--	--	--	--	--	--	--	--6

1 Month tab — Select the current month. Active month is highlighted blue.
2 CI # / CI AMT — Cash-In count and total amount for the day.
3 COMM — Total commission earned from G-Xchange today.
4 VAR — Variance between expected and actual closing float (color-coded).
5 Opening float — Today's row (highlighted blue). Opening carries forward from yesterday's close.
6 Reconciled By — Empty until you complete end-of-day and sign off.

7.2 Variance Check

The system automatically calculates whether your numbers balance:

      Expected Closing = Opening Float + Cash-In Total − Cash-Out Total + Commission

      Variance = Actual Closing − Expected Closing

Variance color coding:

GREEN = ₱0 (perfectly balanced) AMBER = within ±₱100 (minor discrepancy) RED = over ±₱100 (needs investigation)

SCREENSHOT — Variance Color Coding Examples

DAY	EXPECTED	ACTUAL	VARIANCE	STATUS
21	₱25,230	₱25,230	₱0	BALANCED
22	₱28,100	₱28,050	−₱50	MINOR
23	₱31,500	₱31,200	−₱300	INVESTIGATE

Green = perfect. Amber = small discrepancy (acceptable if documented). Red = stop and investigate before signing off.

If variance is RED (over ±₱100), DO NOT sign off. Recount your cash, re-check your wallet balance, and review every transaction. If you still cannot find the discrepancy, call the Night Auditor or manager immediately.

7.3 Reconciled By

Enter your full first name in the "Reconciled By" field.
This is your personal sign-off that the numbers are correct and you take responsibility for the day's figures.
Once you enter your name, the record is considered closed for the day.
If something is found wrong later, the Night Auditor will contact the person whose name is in this field.

Your name in the Reconciled By field means "I counted the cash, I checked the wallet, and everything matches." Make sure it actually does before you type your name.

8.0 END OF DAY PROCEDURE

8.1 Close-Out Steps

Stop accepting transactions. Put up the "GCash Closed" sign at the window. Tell any waiting customers that the GCash service is closed for the day.
Count the remaining cash in the GCash drawer. Count it twice. Write down the total.
Check the GCash wallet balance on the agent phone. Write down the balance.
Open Transaction History at /ops/pos/gcash-history.html and complete today's entry with all final numbers.
Check the variance. Is it ₱0 (green)? Great, proceed to step 7. Is it amber? Document the reason and proceed. Is it red? Go to step 6.
If variance is over ±₱100: DO NOT sign off. Recount everything. Review every transaction logged today against the agent phone's history. If you still cannot resolve it, call the Night Auditor. Do not leave until this is resolved or a manager has been notified.
Enter your name in the "Reconciled By" field. This closes out your day.
Lock the cash in the safe. The GCash cash goes in a SEPARATE compartment or envelope from the POS cash. Label it clearly: "GCASH FLOAT — [DATE] — ₱[AMOUNT]".

GCash cash and POS cash must be stored separately in the safe. Use separate envelopes or compartments. If the safe only has one compartment, use clearly labeled envelopes. Mixing the floats will create reconciliation nightmares for both systems.

8.2 Monthly Close-Off

At the end of each calendar month, perform these additional steps:

Review the Monthly Summary at the bottom of the Transaction History page. This shows total cash-ins, cash-outs, bills payments, and commissions for the entire month.
Verify total commission earned matches what the GCash agent phone/portal shows for the month. If there is a discrepancy, document it.
Export the CSV. Click the "Export Month CSV" button in the Transaction History page. Save the file with the naming convention: gcash-YYYY-MM.csv (e.g., gcash-2026-03.csv).
Print the month report for physical filing. The print version is B&W friendly (use Ctrl+P or Cmd+P).
Hand the CSV and printout to finance for tax and accounting records.

Do the monthly close-off on the 1st of the following month (e.g., close off March on April 1st). This ensures the last day of the month is fully reconciled before you close the month.

9.0 TROUBLESHOOTING

9.1 Customer Says "It Didn't Go Through"

Check YOUR agent app. Open the transaction history on your agent phone.
If there is no record of the transaction on your agent phone, it did not happen. Tell the customer: "The transaction is not showing on our system. Would you like to try again?"
If the transaction IS on your agent phone, it went through. Help the customer check their GCash app (they may need to refresh or check notifications).
Never give refunds based on the customer's word alone. Only your agent app is the source of truth.

Your agent app is the ONLY source of truth. Not the customer's phone, not a text message, not a screenshot. If your app says it happened, it happened. If your app does not show it, it did not happen.

9.2 Internet Drops Mid-Transaction

STOP. Do not press any buttons. Do not retry.
Wait for internet to return. Check the Wi-Fi or mobile data connection.
Once internet is back, check your agent app for the transaction status.
If the transaction went through (shows as completed), proceed to complete it normally.
If the transaction did not go through (no record or shows as failed), start the transaction from the beginning.
If the status is pending, wait 5 more minutes. If still pending, call GCash agent support hotline.

Never retry a transaction while the first attempt's status is unknown. This can result in a double charge to the customer or double deduction from your wallet.

9.3 GCash Wallet Running Low

Problem: Your GCash wallet balance is getting low. This means you cannot process more cash-in transactions (because cash-ins deduct from your wallet).

Check your wallet balance. If it is below ₱2,000, you are at risk of running out.
Option A: Request a wallet top-up from the manager. They can transfer GCash to your agent wallet.
Option B: Wait for cash-out transactions. Cash-outs ADD to your wallet balance, so they naturally replenish it.
If wallet is ₱0, you must pause cash-in services until replenished. You can still do cash-outs.

The ideal wallet balance at start of day is at least ₱15,000. This gives you room to handle a busy morning of cash-ins before cash-outs start balancing it out.

9.4 Too Much Cash / Not Enough Cash in Drawer

Too much cash (lots of cash-ins):

Your drawer is filling up with cash because many customers have been loading GCash.
Action: Drop excess cash to the safe. Record the drop amount, time, and your name in the GCash Agent app notes.
Your closing float will account for this: cash in drawer + cash dropped to safe = total cash.

Not enough cash (lots of cash-outs):

Your drawer is running low because many customers have been withdrawing cash.
Action: Get a float top-up from the safe. Record the top-up amount, time, and your name.
Your opening float is adjusted to include the top-up.

Every cash drop and every float top-up must be recorded with the amount, time, and person who handled it. Unrecorded movements WILL create a variance at end of day.