Lotto! Express
BCLC
Cashier Quick Reference Guide
LOTTERY SUPPORT CONTACT: 1.888.670.6648
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: 1.866.815.0222
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
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Lotto! Express
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 http://lottobcmobile.com/media/ws/retailerForm.cfm 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
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Lotto! Express
BUYING LOTTERY
PRODUCTS FROM A
PIN PAD
STEP 4
CANCELLATION
STEP 1
Extra Selection
Press F1 to add an Extra
Press F2 to continue
Buy Lotto 6/49 or LOTTO
MAX
Press F1 – BUY LOTTO
Only one lotto game per
transaction
STEP 5
PROCESSING LOTTO REFUNDS
STEP 2
Confirm Selection
Press green “OK”
button
A purchase slip will print
Game Selection
Press F1 for Lotto 6/49
Press F2 for LOTTO MAX
STEP 3
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
STEP 6
Follow the regular Tender
process to complete the
sale. A Lotto! Express
ticket will print once the
customer completes
payment.
Package Selection
To select game package
press F1, F2 or F3
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.
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Lotto! Express
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.
2.
On the PIN pad Press F1 or the red CANCEL button, and
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.
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Lotto! Express
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 1.888.670.6648, 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?
•
No, direct customer to the nearest full service Lottery Retailer
Can Lotto tickets be checked or validated at Lotto! Express Locations?
•
No, direct customer to the nearest full service Lottery Retailer
Can selection slips be used to purchase Lotto tickets?
•
No, direct customer to the nearest full service Lottery Retailer
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?
•
No, direct customer to the nearest full service Lottery Retailer
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
LOTTO! EXPRESS TICKET STOCK
POS PURCHASE RECEIPT
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.
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
1.888.670.6648, follow the prompts for Supplies or contact your head
office for directions.
The new purchase receipt shows the Lotto purchase and the UPC
number.
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Lotto! Express
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