Cashier Quick Reference Guide

Transcription

1 BCLC Cashier Quick Reference Guide LOTTERY SUPPORT CONTACT: As a Lotto! Express retailer, you should direct your questions or concerns to the Lottery Support They are available to answer questions surrounding: PIN pad Errors Ticket Returns PIN pad replacement Ordering ticket stock Etc. BCLC CONSUMER SERVICES CONTACT: Located on the back of all Lotto! Express tickets. Available to answer any player related questions or concerns. PROBLEM GAMBLING SUPPORT The BC Problem Gambling Help Line is available for customers 24/7and is found on the back of all lottery tickets, including Lotto! Express tickets 1

2 BCLC RULES AND PROCEDURES Following these rules builds player trust and minimizes risk of penalties to you and your store. 19+ RULE I will not sell lottery tickets to anyone under 19 years of age. Customers must be 19 years of age or older to purchase a lottery ticket. In BC, the sales of lottery tickets, including Lotto! Express, to anyone under 19 years of age is prohibited by law. Ask for photo ID from anyone who looks under the age of 25. Note: Selling to minors can results in disciplinary action including an individual fine of up to $5000, and termination of your store s lottery agreement. Cashiers should always ask for ID before every Lotto! Express transaction to prevent selling to anyone under the age of 19. NO PLAY AT WORK Employees who become BCLC Certified, cannot purchase lottery tickets at work, at any time. Non-BCLC Certified employees may purchase lottery tickets, just not during their shift. If an employee buys a winning ticket at their place of work, the verification process by BCLC will be exhaustive. Do not accept tickets as gifts or tips this violates the No Play at Work rule. LOST & FOUND TICKETS If a customer forgets their ticket, give it to your Supervisor immediately so they can report it using the Online Lotto! Express Ticket Return Form then return to BCLC using the selfaddressed envelopes in order to protect yourself from penalties resulting from Playing at Work. BCLC PRODUCT INFORMATION BCLC strongly believes providing excellent customer service increases your profit and strengthens your relationship with your customers. One way of achieving this goal is by having knowledgeable staff. LOTTO! EXPRESS QUICK PICK TICKETS Lotto 6/49 Quick Pick Cost per play $3 Play consists of six numbers from 1 49 Draws every Wednesday and Saturday at 6:00pm Pacific time Base Jackpot is $5 million/ estimated 2/6 numbers wins a free play of Lotto 6/49 Guaranteed Prize of 1 million in every draw LOTTO MAX Quick Pick Cost per play $5 Play consists of three lines of seven numbers 1-49 Draws every Friday at 6:00pm Pacific Time Base Jackpot $10 million/estimated When the Jackpot hits $50 million, additional ticket sales fund jackpots of $ 1 million, called MAXMILLIONS. Extra Add-on Game (Lotto 6/49 & LOTTO MAX) Cost per play $1 Play consists of 4 numbers from 1-99 Quick Pick only Available for purchase in BC only Top prize of $500,000 2

3 BUYING LOTTERY PRODUCTS FROM A PIN PAD STEP 1 Buy Lotto 6/49 or LOTTO MAX Press F1 BUY LOTTO Only one lotto game per transaction STEP 2 Game Selection Press F1 for Lotto 6/49 Press F2 for LOTTO MAX STEP 3 Package Selection To select game package press F1, F2 or F3 STEP 4 Extra Selection Press F1 to add an Extra Press F2 to continue STEP 5 Confirm Selection Press green OK button A purchase slip will print STEP 6 Follow the regular Tender process to complete the sale. A Lotto! Express ticket will print once the customer completes payment. CANCELLATION BEFORE SCANNING THE PURCHASE SLIP: The customer can cancel their Lotto selection by pressing the F1 key on the PIN pad. (No POS action is necessary). The customer can start another Lotto selection on the PIN pad right away if they wish to do so. AFTER SCANNING THE PURCHASE SLIP: VOID the line item on the POS, otherwise the customer will be charged. The pending lotto selection will be cleared from the PIN pad automatically. Important: Ask the customer to return unused purchase slips PROCESSING LOTTO REFUNDS REFUND THE CUSTOMER ONLY IF: No ticket printed from the PIN pad, The Lotto ticket came out damaged/ripped from the PIN pad Error Slip printed instead of Lotto ticket Important: Refunds must be processed by a supervisor or manager. These will be reconciled in the back end each week. BC LOTTERY CORPORATION WILL NOT ISSUE A REFUND IF THE CUSTOMER: Did not like their numbers Selected the wrong game Purchased a higher or lower ticket value than intended Wanted/did not want the Extra SUSPEND TRANSACTION BEFORE SCANNING THE PURCHASE SLIP: If you try to suspend a transaction and serve other customers after the Lotto Purchase Slip has been printed, the pending Lotto selection must be cancelled by pressing the F1 key on the PIN pad. Important: The customer must return the unused purchase slip. AFTER SCANNING THE PURCHASE SLIP: Void the lottery line item before suspending transaction. Once the customer returns, he/she can start a new Lotto! Express selection. BLANK SCREEN ON THE PIN PAD Occasionally, the Lottery PIN pad will have a blank screen. This is not necessarily a problem. Simply sign off and then back on the cash register to resolve the issue. PIN PAD LOSS OF POWER If a PIN pad losses power or is powered down for over 10 minutes the Supervisor will need to perform a Lane Set-Up. Important: Customers can only purchase one Lotto! Express ticket at a time. 3

4 DRAW BREAK (6:00PM PACIFIC TIME - WED/FRI/SAT) Draw Break indicates that a lottery draw is in progress. Payment must be completed before the Draw Break in order for the Lotto! Express ticket to print. Seven minutes before draw break, the PIN pad will BEEP once and display the message: DRAW DEADLINE SOON. In this case the customer must complete their Lotto purchase promptly. The DRAW IN PROGRESS message means that no Lotto purchases can occur at the time. You will need to wait about 5 minutes before you can begin selling Lotto! Express tickets again. If a customer paid for their Lotto ticket but did not receive it because the draw was in progress, the supervisor will refund the purchase. LOTTO TICKET LEFT BEHIND IF THE LOTTO TICKET IS LEFT BEHIND OR DAMAGED AND IT HAS A BARCODE OR CONTROL NUMBER: Cashiers should give the Lotto ticket with the date and time to the Supervisor right away or at the end of their shift. If the customer returns the same day while the cashier still has the Lotto ticket, they can return it to the customer if they are satisfied the ticket belongs to him or her. If the cashier has already given the Lotto Ticket to the Supervisor, they will need to refer the customer to the supervisor to recover the ticket. IF THE LOTTO TICKET IS LEFT BEHIND OR DAMAGED AND IT DOES NOT HAVE A BARCODE OR SERIAL NUMBER: It must be destroyed following the same process used for Visa and Debit slips. TROUBLESHOOTING NO TICKET/ DAMAGED TICKET/ ERROR SLIP INSTEAD OF LOTTO TICKET If for any reason the PIN pad prints a damaged Lotto ticket, an error slip instead of a Lotto ticket or does not print a Lotto ticket at all: Do not ask the customer to make a free selection on the PIN pad. This action will affect reconciliation with BCLC (two purchases/one payment) and will cause the till to be out of balance. Instead: 1. Issue a refund to the customer using the Refund Procedure 2. Ask the customer if they wish to make a new selection on the PIN pad DAMAGED PURCHASE SLIP If the PIN pad prints a damaged purchase slip, scan the barcode on the slip if possible, otherwise: 1. On the PIN pad Press F1 or the red CANCEL button, and 2. Ask the customer if they wish to start a new selection on the PIN pad. IMPORTANT: Obtain the damaged Purchase slip and retain it with the other slips at the till. ERROR SLIP INSTEAD OF PURCHASE SLIP If the PIN pad prints an error slip instead of a Purchase Slip: 1. Ask the customer to repeat their selection. 2. If unsuccessful, the customer may try at another lane. 3. Cashiers should always provide the error slip to the Supervisor to troubleshoot the issue using the Support and Troubleshooting Guide provided in the Lotto! Express Training Start-up Kit. 4

5 LOTTO! EXPRESS TICKET STOCK Always check at the beginning of your shift to make sure the PIN pad has enough ticket stock. Have a new roll available at the till and replace it as soon as you see a pink stripe running down the side of the paper. A PIN pad message will alert you when the paper is empty. Order additional ticket stock by calling Lottery Support at , follow the prompts for Supplies or contact your head office for directions. REPLACING BCLC LOTTO! EXPRESS TICKET STOCK Step One: Lift the plastic cover flap located at the top of the PIN pad. Step Two: Insert the new Lotto! Express ticket stock. The BCLC logo should be on the right hand side. Step Three: Replace the plastic printer cover flap. Hold down the yellow CORR button on the PIN pad to confirm the paper feeds through properly. Step Four: To remove excess paper, rip the paper by gently pulling downwards at an angle towards you. LOTTO! CUSTOMER FAQS Can Lotto! Express locations pay out small prizes? Can Lotto tickets be checked or validated at Lotto! Express Locations? Can selection slips be used to purchase Lotto tickets? Can winning tickets be used as tender? No, direct customer to the a full service Lottery Retailer or BCLC to claim their prize Can other lottery products be purchased at Lotto! Express Locations? Can cashier/staff accept a Lotto ticket as tip/gift? Store staff cannot accept Lotto tickets since it would contravene the BCLC No Play at Work rule. How many tickets can be purchased? Only one ticket can be purchased per transaction BCLC GLOSSARY OF TERMS LOTTO! EXPRESS PURCHASE SLIP LOTTO! EXPRESS TICKET A Purchase Slip is printed by the PIN pad after the customer has made and confirmed their Lotto selection. The Purchase Slip is used to process payment for a Lotto! Express Ticket by scanning the barcode on it. Lotto! Express tickets printed on a PIN pad are smaller and narrower compared to lottery tickets printed on a lottery terminal. They can be validated or checked at a full service Lottery. LOTTO! EXPRESS TICKET STOCK You will receive ticket stock in your Start-up Kit. Please keep a 3-4 week supply. Order additional ticket stock by calling Lottery Support at , follow the prompts for Supplies or contact your head office for directions. POS PURCHASE RECEIPT The new purchase receipt shows the Lotto purchase and the UPC number. 5

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