How to: Be Last on Counter

Settling gift card batch:

On the CHASE Paymentech terminal, press the green button, then 8- Settlement.  Click accept for everything, and leave it to print.  Press Settlement from the main menu of the old gift card machine as well, and accept until a settlement prints out (the password is 12345).  If the machine was not used that day, it may tell you that the batch is empty; that's okay, that means there's no report.  Collect the print outs, as you'll bring them back to your supervisor along with your float.

Closing up:

Make sure all the wickets are shut, including the wheelchair window.  Double check that all the phones are logged out, and hang up the hours sign in middle wicket.  Open the drawers to all the tills.  Turn off the lights over third and first wicket, but leave the middle wicket light on to illuminate the sign.  Take your cash and the settlement slips and go in back, turning off the overhead box office lights from the switches in the hall as you do so.

How to: Old Gift Cards

Someone is paying with an old gift card:

The gift cards currently in use by CCOA are lime green, but the older, multi-coloured gift cards are still valid.  The procedure in Audience View to redeem these cards is very similar, though if a patron does not know their balance, instead of having to call a number there is a website (use the cardholders section, not merchants).

Instead of the CHASE Paymentech terminal, old gift cards use the other machine labelled "GIFTCARDS ONLY".  Press the purple menu button, then sale, and 1 for the employee ID.  Type in the entire amount on the gift card, say 'no' to the prompt for tip, then swipe.  As usual, the customer copy will go to the patron, and after initialing and writing the order number on the merchant copy, place that one in your till.

Note that you must take ALL the money off of the old gift cards, not just the amount the patron is using for the tickets.  We are attempting to take old gift cards out of circulation, so their remaining balance will be placed on a new gift card.  To do this, follow the typical procedure for making a gift card, except instead of using the Gift or Return/Exchange fields in Audience View, use the Conversion field.  Then just make a green gift card as you normally would, write the balance on the sticker, and give it to the patron.  Be sure to place the merchant copy for this gift card in your till, as well as the old gift card.  The gift card should be folded up in your cash sheet along with your cash sales and signed receipts.

How to: Gift Card Basics

Someone is paying with a gift card:

In Audience View, select Add Payment and choose 'gift card' from the drop down menu.  If they have a lime green gift card, you'll want to use the CHASE Paymentech terminal.  If they give you a gift card with four different coloured squares, see How to: Old Gift Cards.

Press the green button on the terminal, and then 4- Gift and 1- Redemption.  Type in the amount they are paying, then swipe.  You will be given two receipts; write the order number on the top of the merchant copy along with your initials and place it in your till, and give the customer copy back to the patron.  If there is money left on the gift card, place a new white sticker on the top right corner and write down the new balance.  If the gift card is now empty, return it to the pile of empty gift cards.

If the patron does not know how much money is on their card, call 1-800-242-5353 and follow the prompts on the automated system to find out the balance.

Gift cards can be used over the phone.  When prompted to swipe the card, simply type in the card number instead.

Someone wants to buy a gift card:

In Audience View, click on the Miscellaneous Items tab in the lefthand sidebar and choose gift card.  If the patron is buying a gift card, you'll want to put 1 in the Gift field.  Keep in mind this is the number of gift cards, not the amount on the card; if you type 30, thirty gift cards will be added to the order.  You should automatically be returned to the order summary.  Now click the Other tab in the top bar.  Change the amount field to the amount of money they'd like on the card, and press update details.  A gift card is now added to the order, and you can proceed as you would normally.

To make the gift card, go the CHASE Paymentech terminal and press the green button, then 4- Gift and 0- Issuance/Add.  Press enter to accept 1 for the number of gift cards (even if you're making multiple, don't try to do multiple at once as it makes balancing the slips more difficult for supervisors).  Enter the amount they'd like on the gift card, enter, and swipe.  For the payment method, select 3- Cash/Comp.  Write the balance on the white gift card sticker, place the card in one of the 'give the gift of the arts' holders, and put it in a ticket envelope along with the customer copy of the receipt.  Write the order number on the merchant copy along with your initials and place it in your till.

Returns:

Gift cards are made for returns in exactly the same way as for purchases, just instead of using the Gift field to add a gift card in Audience View, use Return/Exchange.  The rest of the procedure is identical.  If the customer is returning over the phone, write their name on the envelope and place it alphabetically in the gift card file (beside the batch file).

Gift Cards and Cash Sheets:

Only gift card payments are recorded on your cash sheet, although you should include all gift card slips when you hand your sheet in to your supervisor, as well as any old gift cards, signed invoice payments, and signed credit card receipts.  Under Gift Card Totals (AV) write down the total given for gift cards in your End of Day Balance report from Audience View.  Under Gift Card Slip Totals, write down the total of all your gift card redemption slips from your till.  While these numbers will often be the same, they may differ as operators on phones will put their slips into the tills of counter operators.