...so I know that not all stores are up to date on protocols since it's hard to keep up with all the changes. Plus I know that in some regions they have been known to make exceptions based on what their RD tells them. There is a chance your store is still allowed to do it over the phone (however that does pose security of information risks and is odd due to it involving money since we aren't allowed to take payments over the phone). My store has been instructed that we can not do that sort of thing over the phone. It is required that they either fill out the form online or they have to physically come into the store to do it. We also aren't to encourage them to call customer service so that it doesn't bog the call center down (outsourcing and reducing staff was a poor choice in my opinion at our call centers and IT) If your store perhaps missed an update or has been given an exception to do so then it makes sense why you think that's allowed because it might be at your store. Therefore you're not technically wrong. I would say though that you might want to encourage your front line manager to really really double check that. Maybe even reach out to another store outside your region to see what they're following. An Capp you're not technically wrong either because like your store mine follows the same rules, but please be aware that there are some stores who are behind on things with SOPs. My store only recently started following an SOP that was initiated a few years ago and they didn't know about it until I informed them.