Published Last updated Written and reviewed by the Resale Intelligence team
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When an action needs a second person who is in the shop, the approver enters their email, password and own 6-digit code on the same device, then you confirm.
When an action needs a second person and an approver is in the shop, they can confirm it on the same device right away. Nobody has to switch accounts or sign out.
When you see it
A yellow box, Another authorised person must approve or a similar heading with the reason, appears on the screen when:
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buying above Safe Buy or above the limit under Receive
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taking a trade-in above the limit during a sale
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voiding, refunding or writing off something that needs a second person
Labels in the box give the reason, such as the price being above Safe Buy or the document being your own. All the conditions are in Why some tasks need a second person.
Have the approver confirm
Fill in the transaction as usual until the approval box appears.
Hand the device to the approver and let them type their own Approver email and Approver password.
The approver opens the authenticator app on their own phone and types the 6-digit code (2FA).
Tap the screen's confirm button, such as Confirm purchase or Confirm void.
The transaction is saved with the approver's name. The approver isn't signed in on that device, and the account of the person doing the transaction stays signed in.
If the system refuses
| Message | Cause and fix |
|---|---|
| The approver must be someone other than the person doing the action | You can't enter your own email; it must be another person |
| The approver doesn't have the permission | The approver needs that task's permission, for example a supervisor or manager |
| The approver has no access to this branch | The approver must work at the transaction's branch |
| The approver must turn on two-step verification first | The approver must set up 2FA first; see Turn on two-factor authentication (2FA) |
| The approver's verification code is incorrect | Use the latest code in the approver's app and check the phone's clock |
| Too many attempts | Wait for the time the message gives, then try again |
If no approver is in the shop
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For voids, refunds and write-offs, tap Ask for approval later. See Send and decide approval requests.
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Buying above Safe Buy or above the limit must be approved at the time. With no approver available, agree a price within the limit or ask the customer to come back.