A guest is trying to pay for their order with a picture of a gift card on their mobile device. What should the cashier do?

The appropriate response in this scenario is to acknowledge the guest and inform them of the policy. This approach demonstrates good customer service by recognizing the guest's attempt to pay while also clarifying the rules regarding gift card payments. Most establishments typically require a physical card for payment to protect against fraud, ensure the validity of the card, and comply with company policies. By gently informing the guest about the requirement for a physical card, the cashier maintains transparency and directs the guest on the next steps.

While it might seem simpler to accept the payment without questions or refuse it outright, those options do not prioritize effective communication or service. Accepting payment without proper verification could lead to issues with fraudulent transactions, while refusing payment without an explanation may leave the guest feeling frustrated and dissatisfied. Asking for a physical card is aligned with best practices but does not provide the opportunity for the guest to understand the policy directly, which is why acknowledging the guest while explaining the policy is the best approach.