Guardian Club S4 User Manual Simple POS
Contents
1. SubTotal P a Tip Signing up as many If the answer is Guardian Club members at our pharmacy means more Yes am a member y P y loyalty customers more a Scan the barcode on the reverse of the member s card chances for your team to win prizes from Sigma or b Click Manual Card should the barcode not scan properly and enter the card number in the prompt or c Use the Search function on the Guardian Club prompt to look the member up When you select the search function the following search box will appear Page 5 a x First Hame Last Name E Search Streel Suburb Postcode Type in the customer search criteria and select the search button The following message will appear while the search is in progress before the results box appears a x First Name Last Mame i Seach Suburb Card Postcode i Street Hame La Test Busikos Pharmac Balmain 0 O41 Use 7 Test Card Card Auckland 6014213690039 1001 Lee Test Nu Systerns Melbourne 6014213000656 3000 Use Test nu Systems Melbourne 60142138300761 3000 Use i z 3 4 z E F g q 0 A i leled dedede eo eo fi ERERERRREEE 6 BERBER naae lt gt ns 5 E 7 Page 6 Once a member is assigned to the transaction the Guardian Club prompt will be dismissed and the member s details will appear in the Guardian Club Graphic GC Guardian Club Clear Redeem If the answer is N2. Bonus points on Specific Items a Scan the TRPL PT ON LAST directly after each product that is to receive double bonus points Note The PLU s description TRPL PT ON LAST will appear as a line item on the POS directly after the line item for the product that will receive triple bonus points Finish the transaction as normal Page 23 IMPORTANT The PLU 9000019197860 needs to be set up within the system with the description TRPL PT ON LAST in order for the Barcode to work This only needs to be set up once Bar Code 9000019197860 Product Description TRPL PT ON LAST Product value 0 00 note if you are unable to set up a 0 00 value item please use 0 01 If you do not have this PLU set up as indicated here the member will not be awarded with points G Guardian Club Clear Redeem Birthday offer Tracking members who have received the Birthday offer In order to track members who have received the birthday offer select the Birthday offer option on the promotions menu You will receive confirmation as indicated below G Guardian Club Clear Redeem Bithday Offer Birthday Offer has been registered for this customer Fress Cancel if scanned tn error Cancel Process the offer as indicated on the member postcard or email dollar off amount based on your POS type Page 24 10 Daily loyalty reporting at the till Two summary reports for loyalty activity are available at each t
3. appears A dialogue box shown below will open to confirm indicating the total value of this transaction click OK Guardian Club Add Transaction Confirm Add Transaction Receipt Details Tran Id 0089 Date 06 11 2012 Total 12 99 Member 997001900009100000 Cancel Page 19 A chit will be printed as a record of the amount added to the card as shown below Guardian Club Manual Transaction Card 27000037925 Date 27 07 11 15 20 Receipt Date 18 07 2011 Total 15 95 Tran 0268 Note Items ineligible for points prescriptions will be automatically excluded by the system so the value displayed in the total may differ from the receipt transaction total if some items weren t eligible If the barcode has already been processed scanned then the following dialogue box will pop up Guardian Club Ineligible barcode Ineligible barcode This barcode is ineligible as the barcode has already been scanned OR the original transaction was made at another pharmacy NOTE Once you have scanned the barcode please ensure you either tear off the barcode and return the receipt to the customer or using a pen draw a line across the barcode section and return the receipt to the customer to ensure it is not used again Page 20 9 Promotions barcodes You can access the following promotional barcodes by selecting Promotions on the Loyalty Menu accessed via the Guardian Club Graphic
4. been chosen by your pharmacy as most appropriate Finish the transaction and print the receipt as normal You must print the receipt for the redemption to be accepted a Payment Type Method e Close the sale off as usual and proceed to the payments screen e Choose the Loyalty Redemption payment type you have elected to use for redemptions record the payment type here for your future reference Page 12 e Enter the amount that you processed for the redemption in the previous steps the amount will be visible in the Guardian Club Graphic if you need a reminder e If further payments are required to make up the difference for the transaction proceed to enter the amounts for these payment type s e Conclude the sale S4 Technology v1 03 Cash Register 1 Transaction Number 183 laty EACH TOTAL 1 899 8 99 Clerk uie Aisle i ITEM DESCRIPTION NN 996 Cosmetics C EFTPOS C Credit We start Example of a receipt using payment type method TAX INVOICE Sample Guardian Pharmacy to process a redemption Shop 2 Parkside Plaza Sydney 02 1234 9876 ABN 987 123 654 86 Tran 12349 Operator Jane D 01 05 2011 10 40 BEPANTHEN CREAM 100G CASH 3 99 PAID 8 99 GUARDIAN CLUB MEMBER Details of the redemption will appear at the Card 270000037328 Name Mr Example bottom of the receipt p Points 3000 Rewards 30 00 Redeemed 5 00 Does not include points and rewards
5. card application has not yet been processed in the Guardian Club Database the below message will appear when the card is scanned Guardian Club Unregistered Card Loyalty Customer 300000000000 No information assigned to customer Update customer details on the Pharmesite with articular ob Process the transaction as normal See page 3 How to Process a loyalty Transaction Note Points will still be earned on the transaction and assigned to that card number account but points will not be available for redemption until the card has been registered and assigned to the customer To do so simply update the members details on the Pharmasite 5 How to Redeem Points Redemptions can only be processed when a sale transaction is made and are not possible for account payments Attempting to do this will result in the redemption being reversed cancelled lf a member has sufficient points to undertake a redemption 250 point minimum the Guardian Club Graphic will display the Redeem button G Guardian Club Clear Redeem If Redeem is showing a Scan or manually enter all items being purchased in the POS as usual b Before asking for payment ask the member if they would like to use their points for part or all of the transaction note the member will be thrilled to save some money c If they answer yes then click on the Redeem button and enter the amount that the member would like to red
6. earned on today s transactions Page 13 b Negative Line Item Method e Before closing off the sale select the loyalty redemption PLU in your POS e Enter the amount as a negative that you processed for the redemption in the previous steps by overwriting the item s price the amount will be in the Guardian Club Graphic if you need a reminder e Proceed to close the sale using the relevant moun ndina for TAX INVOICE feed d dki erage Sample Guardian Pharmacy Shop 2 Parkside Plaza Sydney 02 1234 9876 Shien Hie ABN 987 123 654 86 Example of a receipt using negative line item method to process a redemption Operator Jane D BEPANTHEN CREAM 100G 13 45 Guardian Club redemption 5 00 8 45 GUARDIAN CLUB MEMBER Card 270000037328 Name Mr Example Points 3000 Details of the redemption will appear at the Rewards 30 00 bottom of the receipt Redeemed 5 00 Does not include points and rewards earned on today s transactions Page 14 6 Redemption Reversals If the loyalty transaction is cancelled by clicking the Clear icon or a second loyalty card is scanned after a redemption has been performed the redemption will be reversed and a chit will print advising you of this as shown below Guardian Rewards Loyalty Redemption Reversed Card 270000037328 Name Test Card Redeemed 5 00 Auth 00674002r91 201120729 Date 27 11 11 15 20 Device 01325701 This redemption has bee
7. equipment you will need in order to have Loyalty function at your POS Contained in the package will be a site controller as illustrated below Once you receive this package and S4 has contacted you to arrange a time for an installation please ensure the site controller is connected to your POS Instructions on how to do this are outlined below Connecting the Site Controller DSL Modem Network Switch Orange Cable To Modem i Sa ma Or to Network Switch Network Cables To Store Computers Site Controller To install a Site Controller you will need to e Locate a power point that is near to a network connection point Such as your internet DSL modem through which your internet service is provided or your network switch e Connect the site controller power supply and turn it on There are two switches on the site controller itself a black rocker switch on the back and a silver square button on the front e When plugged in and the rocker switch is switched from off to on the unit will start up e If the front silver button is pressed it can also turn on or shut down provided the rear switch is turned on e There is a green power light on the front of the site controller that is lit when the power is on e Orange network cables are supplied with the site controller Plug one end into the back of the site controller and the other end into either the DSL modem or a network switch e Which
8. one you decide to connect to will depend on where there are spare sockets and accessibility it makes no difference to the site controller Page 28 e When the site controller is turned on and the network is connected correctly the lights on the edge of the site controller network socket will light up e The green one should be steady and the orange one should flash e lf you have a more complex system with a VPN for example then please contact the help desk for further guidance e Please be careful when locating the site controller that is not placed somewhere that the silver button on the front of the unit can be easily knocked by accident and so turn the unit off Using existing Point of Sale Scanners The Loyalty system uses your current store scanners to read both the loyalty members barcode on loyalty cards and any physical promotional barcodes you may use it is recommended you use the promotional items via the Loyalty Menu Please check that your scanner is configured to read the format of these barcodes Code 128 and code 3 of 9 You can check this by scanning samples of them with your scanners If your scanner can read them it will exhibit its normal behaviour when successfully scanning a product i e it will beep or light flash If the scanner does not read the barcode then test others as you may have a poor quality barcode on the one you are testing The Guardian Club card barcodes were recently changes to a 1
9. to communicate with the loyalty server the following message will appear Customer information point balances and redemptions are not available while the server is offline Page 7 Guardian Club Communications Error Loyalty Customer 2600007620379 A communications error has occurred Points earned from this transaction will be processed when the loyalty server is back up and running Redemptions are unable to be processed at this time Please click OK and proceed with the transaction The points from the transaction will be processed once the server is back online If you continually see this message please check that your Site Controller box is connected and that your internet connection is operating correctly Complete the transaction e Add the items to the transaction as per the usual process and print the receipt e The receipt you print will be associated with the loyalty card you have just scanned Note If a loyalty transaction is placed on hold whilst another transaction is processed and completed please ensure that the loyalty card is re scanned when returning to the on hold transaction to ensure the loyalty transaction is processed successfully At the bottom of the printed receipt there is a member s detail section which displays the member s points balance as shown below Note The Staff ID is only printed on the receipt as part of the transaction details if this is set up in the specific POS b
10. were a total of 4 customers found 7g start Once the member is selected the member s card is automatically added to the transaction and the member s details will be added to the Guardian Club Graphic according to the normal process outlined in section 2 How to process a standard loyalty transaction Page 17 Guardian Club Graphic If you need to find a loyalty member during a transaction a Click on the symbol on the Guardian Club Graphic which will bring up the Loyalty Menu b Select Search c Enter their first and last names into the search prompt and hit enter d Select the correct member from the list of results returned e Continue with the remainder of the transaction 8 Non Loyalty transactions If a transaction is processed for a customer who hasn t provided an Guardian Club card which includes items eligible to earn points the following message and barcode will print on the bottom of their receipt to encourage them to sign up to become a member remind them of what they re missing out on The customer is prompted to either join up on the spot or return with their card later to add the loyalty points from the transaction to their account Processing the barcode on the bottom of a receipt e lf amember returns to the store with their barcoded receipt and Guardian Club card you can scan the barcode and add it to the customers loyalty account Another purchase is not required The transactions
11. will be sent an exclusive welcome offer and will be communicated to more often which more traffic into your pharmacy If a customer does not have an email address you must use the Pharmasite to sign them up Page 9 Note If the customer has more time they can provide all their information on the application form including mobile phone number and interests enter on the pharmasite later Members who provide an email address and fill out the interests section on the application form will receive bonus points to get them started Pharmasite New Customer Sign Up Page screen shot te b Guardian PHARMACY Monthly Summary Card Holder Lookup New Customer Sign up Customer Listings Reports Training Manual Stationery Orders Contact Us Log Out New Customer Sign up Card Details Card Number Lo E 16 digits Customer name ee Title First name Surname Has the customer accepted our terms and conditions Preferred Method Of Contact I am happy to receive offers via Email m Mail m SMS m Address Details Address Property Organisation Name E Post Type Post Number ss Flat No Street No C Street name Street typeleg Avenue Pharmasite user name fill in your details Pharmasite password fill in your details If you have misplaced your pharmasite login details please contact Guardian Club Helpdesk on 1300 657 567 Page 10 4 Dealing with an Unregistered Card If the member s loyalty
12. 28 type which has been tested across a number of pharmacies and scans properly If you are still using the old application forms cards or the first batch of the new application forms cards you may find that you are having trouble scanning cards If this is the case please order new Guardian Club application forms and destroy any old stock you have on hand once new stock has arrived Page 29 ed rar urda Ab aena Dad ent ee sh oe et Stine Sis Samet by weet amet a MEP TT ON Labi ad PACAN ip ex Paaso sgn nera o s Guardian a PHARMACY CUSTOMER SERVICE CENTRE 1300 657 587 itl Il Ih This card and the Guardian Cisb program ara subject to the currant Membership Terms ar Condifers Use constinuies acceptance ofthese Terms This cant 2 600508 14655 remains the property of Guardian Pharmacies 03600 350 8146555 e Please scan the below sample barcodes to Test your scanner reads these formats T ES T 3 9 TEST 1 2 8 e f you complete the test and confirm the scanner is not configured to read these barcode formats then please consult the scanner manual or your POS vendor to configure it to do so e The process is relatively simple and involves the scanning of special configuration barcodes to set up the scanner to read these particular barcodes Page 30 APPENDIX 2 Troubleshooting There are several parts to the Loyalty system in your store In all stores there will be a Site Controller unit that is normally loc
13. Award bonus points Award double points on total transaction amount excluding prescriptions Enter a member into a competition Award double points on last item scanned Birthday offer Misc Bonus Points Double Points Last Ikem Competition Double Points Total Trans Exclude Last Item OFF Promotion Birthday Offer Guardian Angel Comp Triple Ports Total Trans Triple Points Last Item Once a promotion is selected from the list above you will be required to confirm by clicking OK Guardian Club Customer entry into the competition Customer has received one entry into the competition Good luck Press Cancel if scanned in error Cancel Once you select OK the promotion will appear along with the customer s details in the Guardian Club Graphic Page 21 gister 1 G CT lalt lim il Redeem Note You can add more than one promotion to the same transaction if required Simply click on the Guardian Club Graphic again and follow the same steps Selecting the Cancel button will bring up the below dialogue box and will stop the customer from receiving the promotion item Once completed the promotion details will again appear in the Guardian Club Graphic gister 1 G CTT lalt lim il Redeem Guardian Club Cancelled barcode The barcode requesthas been cancelled Miscellaneous Bonus Points Should your Pharmacy want to award a customer additio
14. K Guardian Club Redemption Redeem Rewards Available 101 91 Minimum amount 5 00 Redeem Value 3 00 X Cancel ff OK Page 16 7 Forgotten Membership Card If a member has forgotten their card it s OK You can look them up either from the Guardian Club Prompt or from the Guardian Club Graphic via the Menu Guardian Club Prompt Click Search and enter the member s first and last name into the search box Entering only one or the other will also work however the results will be slower and more numerous Note the database search will only return members from your store only Guardian Club Search Guardian Club Search First Name Jane Surname Smith Select from the list of returned results the correct member only members that signed up at your own store can be searched 4 Technology v1 03 Cash Register 1 WG Guardian Club Clerk Juie EE Aisle h Transaction Number 187 Search ITEM DESCRIPTION arty Each ToTAL Guardian Club Search Guardian Club Search First Name John Surname Citizen Post Name Street Suburb Card Number Code Nsp John Citizen Sydney 2000 111111115001 Loyalty Sigma Melbourne 3000 111111115002 Nsp John Citizen Nsp John Citizen Brisbane 4000 111111115003 111111115004 Adelaide Nsp John Citizen 5000 iui SubT otal There
15. N Guardian PHARMACY Guardian Club S4 User Manual Simple POS For help processing loyalty transactions using Guardian Club Technology please contact the Guardian Club Help Desk PHONE 1300 657 567 OR EMAIL info guardianclub com au Monday Friday 8am 5pm EST Guardian Club Loyalty Training Manual 02 12 2014 version TABLE OF CONTENTS 1 Introduction to Guardian Club features cccccceecccssececseeeeeseeeesseeeesseeeesseeeeseeeesaees 3 2 Howto process a Standard Loyalty Transaction ccccseecccseeeeeeeeeeeeeeeeeeeeeeeaeeeeees 5 3 wWIOhIAGhUD anew IOV ally Membe sss 9 4 Dealing with an Unregistered Card cccccccccceccccsseceeeseeeseeeecseeeesseeeesseeeesseeesaeees 11 i HOW LOR CCIE NONI Seca eect ete E eect dem her eee ead EIE 11 oR 206 2119 0 610 gs 20 12 Cyc oan ee oe ee eee ee 15 k FOrGOten WMEMmpership Cal Cssesseessecesersueesnteancewutecuceve2enuonteduensnsadesieatosenusneetenssesatevetes 17 Oo lt INOMLOVAITY TFANSACHONS wecnecis dcanxacacemsscdacraumcduceouaededcaneadtaiavcasedizeesdeaeanssaaaianeiasdieece 18 OG IPEOMOHONS DAlCOGES eszik R R TEE N E R tal eae aloe 21 10 Daily loyalty reporting at the till ceccseeceeeeceeeseeeeeaeeceeesaueeeeesseeseuseneeesseesees 25 11 Excluding prescriptions from earning points cccceeeeeeeeeceeeeeeeeeseeeesaeeeeeeeeeeeeeens 25 12 Missing Guardian GlUD PrOMO iaccaeiicco ok sab ae aes 27 APPENDIX 1 Setting up your store
16. Ok AUS Connection Disabled If the error shown is Site Controller Comms down as per the example above then please check that the Site Controller is powered on and connected as explained in Checking the Site Controller See page 23 section on Locating and checking the Site Controller Page 31 APPENDIX 3 Resolving Communications Errors A common error report is that after scanning a card a Communication Error pop up window is displayed There are several checks to be performed in this case Guardian Club Communications Error Loyalty Customer 2600007620379 A communications error has occurred Points earned from this transaction will be processed when the loyalty server is back up and running Redemptions are unable to be processed atthis time Does the store Internet work Check that you can open a web browser such as Internet Explorer and view a web page to confirm that Internet is available It is not necessary to have web access available at each POS for the system to work it just needs to be accessible through the network Is the Site Controller online For the majority of POS systems if the site controller is offline the 5 icon will be visible and flashing in the task bar if the site controller cannot be contacted Confirm this error by right clicking on the icon then select status If the site controller is not accessible then proceed as per the below Locating and Checking the Site Co
17. ated in the back office There is also a software component running on each of the POS computers On some older systems POS2000 and Checkout there is another unit a white box marked Recast that is connected between each POS computer and the receipt printer Beyond these components your Pharmacy must also have Internet connectivity available on the store s internal network The software loaded onto your Point of Sale computer Software has been loaded onto your POS to enable the system to intercept the data from your scanner and printer for use in providing you with Loyalty functionality and data capture The software Application when running has a small S4 logo three interconnected spheres in the system tray typically bottom right hand corner of the screen The task bar may need to be extended in case it is hidden If the logo is green E then it is working correctly If the logo is black with a flashing yellow warning sign gs then there is a problem When there is a problem right clicking on the icon and selecting Status will open a status window as shown below and display what the error is error states are always in red Recast System Status System Interceptor Software Version 3 3 0 49 Slave Software Version WoO Slave Contig 104669875 Slave MAC DOOOUUO00001 Slave IP 127 0 0 1 Recast Input Fort COM4 Aux Input Port Network Status Off_line Printer Connection Ok LPT 1 POS Connection
18. can be added to cards one at a time Note these barcodes can only be scanned once however the rules about only being valid at the pharmacy where the transaction took place along with the 30 day validity can be enforced at your own discretion the system will allow them to use the barcode later than 30 days and at other pharmacies Insert your pharmacy s decision here Page 18 If the receipt presented meets your own pharmacies rule about which to accept a Scan the barcode on the bottom of the receipt A summary of the receipt details will be displayed for confirmation b If correct scan or enter the customer s card and press ok Note after you ve scanned the barcode the below message will appear while the transaction details are obtained Guardian Club Add Transaction Fetching transaction details Please wait while transaction details are obtained The following dialogue box will now appear with the transaction details Guardian Club Add Transaction Enter Loyalty Card Receipt Details Tran Id 0089 Date 06 11 2012 Total 12 99 Enter or scan loyalty card to add past transaction Card Number X Cancel Note If the barcode on the bottom of the receipt is scanned just after the loyalty receipt has been printed it may not be found instantly as it takes a few seconds for the receipt to be registered In this instance please try to scan the barcode again until it is recognised and the above dialogue box
19. demption is approved 7 Total off the sale and process redemption as a tender type or negative line item depending on your pharmacies set up 8 Customer receipt shows redemption information Search Guardian Club Member 1 Process the transaction as normal 2 Look up customer using the Search function via the Guardian Club Graphic Menu 3 Enter members first and or last name 4 Select the correct customer check address if multiple members are returned 5 Complete Transaction Add Guardian Club Points from a Receipt 1 Receipt prints with barcode and Bring this back message 2 When customer returns to store with receipt and card scan receipt and card to award points 3 Tear off the barcode and return the receipt without the barcode to the customer OR Use a pen draw a line over the barcode and return the receipt to the customer Page 34
20. ding non loyalty transactions Search e This graphic is used to a Add a Guardian Club member during a transaction gt _ Tip You can move the b Search for a Guardian Club member during a transaction loyalty graphic to anywhere you c Sign up anew Guardian Club member during a transaction like on the screen so it s in a l convenient place for you to use d Access other Guardian Club functions during a transaction It is very important that you are logged into your POS if your system requires this before accessing any of the Guardian Club functionality Failure to log in would result in information about the Guardian Club transaction not being captured 3 Guardian Club Loyalty Prompt Menu When you click on the symbol from the Guardian Club prompt you will see the one of the following menus depending on if a customers card has been scanned or not Reports New Member Search Promotions Manual Card Manual Receipt Manual Receipt Loyalty Transaction Menu Non Loyalty Transaction Menu Page 4 2 How to process a Standard Loyalty Transaction It is important to ask every customer Are you a Guardian Club member Cash Dove he 1 Clerk MAE Aisle 1 ITEM DESCRIPTION ee eine eE IERA T o Are you a Guardian Club member Scan card or select new to sign up a new member select search to lookup a member select manual card to manually enter card number or select cancel to continue
21. eem in the dialogue box that appears Guardian Club Redemptions Redeem Rewards Available 101 91 Redeem Value m X Cancel Jf OK Page 11 Note The customer must be registered to be able to redeem their points The customer must have a minimum of 250 points Redemptions are only permitted in 5 00 increments Once an amount is entered the following message will appear Guardian Club Redemption Points Redemption In Progress Please wait while redemption is authorised If the redemption is successful your receipt printer will print a chit advising the redemption is approved and giving you an authorisation number The below dialogue box will also appear on your screen Guardian Club Redemption Loyalty Customer 97001900001900000 Redemption of 10 00 Approved Note The printing of the chit does not mean that the redemption has been processed In order for the redemption to be processed you must complete the sale The transaction receipt will print with details of the redemption in the footer confirming that the redemption has been processed successfully The Guardian Club Graphic will also update with the amount of the redemption that was processed G Guardian Club SS ee Tip Chits should skates hats fo Tes poss NG be kept in your till in E t case you need to refer to them when balancing the till Press OK and then in your POS screen finalise the sale using the payment method that has
22. id e The network cable will be plugged into your Pharmacy ADSL Internet modem so it can access the Internet or it will be plugged into a network switch which then enables it to access the internet e If the Orange LED light is not on and flashing then please follow the Orange cable to ensure it is plugged into the switch or ADSL modem e Sometimes the plastic latch on the network cable connectors is broken and the cable no longer locks in securely e lf the network cable comes out just with a very gentle pull without touching the latch then the cable should be replaced Page 33 APPENDIX 4 Quick Instructions Normal Guardian Club Transaction 1 Commence sale 2 Scan Guardian Club Card 3 Guardian Club Graphic displays members card number members name and points balance Scan items as normal Total off the sale and process payment Customer receipt shows points balance Oo o1 A Check Customers Points Balance a Scan Guardian Club Card b Guardian Club Graphic displays the member s name and points balance c Click on Clear in the Guardian Club Graphic to clear the member from the transaction Guardian Club Redemption 1 Commence sale 2 Scan Guardian Club Card 3 Scan items as normal 4 Guardian Club Graphic displays points balance available for redemption 5 Click Redeem 6 Enter redemption amount and click Ok A pop up dialogue box will appear on screen or a chit will print showing whether the re
23. ill End of Day Report Provides a summary of loyalty activity on that till for the day this can be run as many times as you like ina day and will reset to zero at midnight End of Shift Report Provides a summary of loyalty activity however it resets to zero after each time you run the report This report can be used to reconcile the cash drawer throughout the day if your process is to change tills as the day progresses or staff changeover etc n T ey F DA sn ie ees 4 Guardian Club Loyaity Summary Print Loyalty Summary Report Print the End Of Day Total to print the report for today on this till Print Shift Total for a report since the last shift total To access these reports e Click on the symbol on the Guardian Club Graphic to view the Loyalty Menu e Select Reports e Select one of the two reports that you wish to run e The report will be printed via the receipt printer serving that POS NOTE This is not intended to replace the existing reports the Pharmasite still provides you with the normal pharmacy wide loyalty reporting for liability etc It is intended to facilitate end of day and end of shift reconciliation only 11 Excluding prescriptions from earning points Page 25 Prescription items are automatically excluded from earning loyalty points No action is required by pharmacies This is communicated on the receipt excludes prescription purchases Removing points for items returned fo
24. ite Controller Sometimes firewall and antivirus software can block operation of the system Normally these issues are dealt with at installation but sometimes updates or changes to the store antivirus systems can cause issues If a firewall program has just been installed then an exclusion allowing Internet access needs to be made for the program C Program Files Recast RecastlF exe Page 32 Locating and Checking the Site Controller e o communicate with the Loyalty database you have had installed into your Pharmacy a grey and black network box called a Site Controller It looks like this e This Site Controller is attached to your computer network and is typically connected close to your broadband Internet ADSL modem e The Site Controller serves as a communication link between your POS terminals and the Guardian Club Loyalty server and is vital it is left on and connected to the network at all times e The Site Controller has two Green LED lights on the front one indicates power and the other indicates internal disk activity e The power light should always be lit the disk light will flash according to system activity which may be infrequent e At the back of the Site Controller you should see a network cable plugged in normally this will be an orange cable e Where this cable plugs in there are two LED lights on the edge of the socket An Orange LED light should be on and flashing and a Green LED light should be on and sol
25. n reversed RE DOING A REVERSED REDEMPTION e Re scan the member s card or manually enter the card number e Don t ring up the sale items again as the only item appearing on this transaction will be the Guardian Loyalty Card line item with a 0 00 value e Click on the Guardian Club Graphic and select redemption e Re enter the amount of the redemption that was listed on the chit e Click OK to proceed e Finalise the sale which should be 0 00 value with 0 00 in cash presented Note You must print the receipt for the redemption to be accepted COMMUNICATION ERRORS AND REDEMPTIONS Guardian Club Redemption Failed Loyalty Customer 26000007620379 Redemption Failed Communication Error Please try again shortly lf error persists contact the help desk If redemptions are unable to be performed because of communication problems an error message will appear in a dialogue box as follows Points however will still be earned on the transaction Page 15 If the loyalty member has insufficient funds in their account to redeem the amount requested the following message will appear Guardian Club Redemption Redeem Rewards Available 101 91 Insufficient Funds Redeem Value 200 00 X Cancel Jf OK If the redemption amount entered is incorrect the following message will appear Guardian Club Redemption Redeem Rewards Available 101 91 Must be in increments of 0 05 Redeem Value XM Cancel ff O
26. nal bonus points a Attach a member to the transaction and scan or enter all the items purchased into the POS as normal b Select Bonus Points from the promotions menu A pop up will appear for you to enter the amount of points you want to award the customer Page 22 Guardian Club Bonus Points Award Bonus Points Bonus Points a XM Cancel Jf OK Finish the transaction and print the receipt as normal Double Points on Last Item Scanned Awarding Double Bonus Points On last Item Scanned In order to award a Customer with Double Bonus points on Specific Items Scan the Dbl Pt on Last Item directly after each product that is to receive double bonus points Note The PLU s description Dbl Pt on Last will appear as a line item on the POS directly after the line item for the product that will receive double bonus points Finish the transaction as normal IMPORTANT The PLU 9000019197839 needs to be set up within the system with the description Dbl Pt on Last in order for the Barcode to work This only needs to be set up once Bar Code 9000019197839 Product Description Dbl Pt on Last Product value 0 00 note if you are unable to set up a 0 00 value item please use 0 01 If you do not have this PLU set up as indicated here the member will not be awarded with points Triple Points on Last Item Scanned Awarding Triple Bonus Points On last Item Scanned In order to award a Customer with Triple
27. ntroller to locate the Site Controller and check its status For POS2000 and Checkout systems and those running Windows 98 or Windows Me you will have a Recast unit at each POS computer If these all display a red fault light it is a strong possibility that the site controller is turned off or disconnected from the network or has some fault Proceed as per the below Locating and Checking the Site Controller to locate the site controller and check its status See also the comment about firewalls below in Has something changed Is the problem intermittent From time to time there may be server issues that cause the Communications Error window to be shown even though the communication pathways are sound If the problem is consistent or frequent then please contact the Guardian Club Help Desk Phone 1300 657 567 or Email info guardianclub com au Has something changed If the system has been working fine until recently do you Know of anything that has changed in the store that could cause this If new computers have been connected they may cause a conflict with network communications this is easily confirmed by turning them off to see if the problem resolves Please contact the help desk if you have new POS computers requiring setup A new ADSL Internet modem may change network behaviour also If you have recently changed Internet provider then please advise the helpdesk as network settings may need to be adjusted in the S
28. o I m not a member and don t want to join Click Cancel and the loyalty prompt will be dismissed If the customer changes their mind later clicking on the symbol on the Guardian Club Graphic will provide access to sign up a new member If the answer is No I m not a member but I d like to join Y Tip It is important you capture a new member s Click on New to sign up a member on the spot It has the minimum required email address Members information to enroll a member and is intended to be as quick as possible to with an email address will be minimize any delay in the transaction sent an exclusive welcome If a member would like to complete the application form you can enter their offer and will be details on the pharmasite later by referring to the card number on the application communicated to more often form which more chances for your team to win prizes from Note Members who provide an email address and fill out the interests section on Sigma the application form will receive bonus points to get them started Proceed with the sale If the member was or now is a loyalty customer the Guardian Club Graphic will update with the member s details and their current points balance G Guardian Club Clear Whilst the information is being retrieved the following message will appear and will disappear on its own accord Guardian Club s panpan SS Ese d Note If your store is unable
29. r refund When processing a refund scan the member s card as though it was a normal loyalty sale This will remove the points that they originally earned for the transaction Returning redeemed points when items are returned for refund You cannot refund points that were redeemed as part of a purchase which is now being refunded Instead issue a store credit note or use other means to compensate the member for the points they originally redeemed Page 26 12 Missing Guardian Club Prompt The below Guardian Club prompt should appear at the start of every transaction Cash Bava he 1 Guardian Club Are you a Guardian Club member Scan card or select new to sign up a new member select search to lookup a member select manual card to manually enter card number or select cancel to continue New Sale SubTotal Total If the prompt is not appearing or you notice that members details or barcodes are not printing on receipts please contact the Guardian Club Helpdesk on 1300 657 567 as there may be a risk that your loyalty customers are not receiving their loyalty points Some of the reasons for this occurring 1 Printer has been reconfigured 2 Pharmacy has installed a new printer 3 POS vendor has re set the printer settings Page 27 APPENDIX 1 Setting up your store so the Guardian Club system can function Your pharmacy would have previously received a welcome pack and a package from S4 Technology containing all the
30. so the Guardian Club system can function 28 APFENDIX 2 TrOUDICSMOOUNG cers 31 APPENDIX 3 Resolving Communications ELVOIr cccceececceeeeeeeeeeseeeeesaeeeesaeeeesaeeeeeas 32 APPENDIX 4 Quick IMS UICHONS esieo2texceeetieetieeteexteeetienchaetlneahs a a A 34 Page 2 1 Introduction to Guardian Club features Once your POS is in a Sale screen you will notice 2 key loyalty features 1 Guardian Club Prompt Cash Register 1 Aisle i G Guardian Club Transaction Number 181 DESCRIPTION ee QTY EACH TOTAL eE ETET o Are you a Guardian Club member Scan card or select new to sign up a new member select search to lookup a member select manual card to manually enter card number or select cancel to continue SubTotal e This feature will appear at the beginning of each transaction e This is a prompt for you to ask every customer if they are a Guardian Club member e This prompt is used to a Sign up a new member b Search for an existing member who doesn t have their card with them c Enter a card number manually d Exit this function for non Guardian Club transactions Y Tip It is important that if the loyalty prompt graphic does not appear on your screen you call Guardian Rewards Helpdesk immediately on 1300 657 567 Page 3 2 Guardian Club Graphic G G Guardian Club e This feature will remain on the POS screen during the entire course of a transaction inclu
31. y your Pharmacy TAX INVOICE Sample Guardian Pharmacy Shop 2 Parkside Plaza IMPORTANT Sydney 02 1234 9876 ABN 987 123 654 86 lf you do not print a receipt for a Guardian Tran 12348 Operator Jane D CI b t ti th 01 05 2011 10 38 u ransac lon tne Guardian Loyalty Card loyalty points and or BEPANTHEN CREAM 100G redemption will not be processed It is important you print a GUARDIAN Loyalty Member receipt for all loyalty Saeed ral aia transactions If a receipt Name Mr Example Points 3000 does not print contact Rewards 30 00 the Helpdesk on 1300 657 567 Page 8 3 Signing up a new loyalty member There are two options available to sign up a new member 1 Click on New in the Guardian Club Prompt or select New member from the Guardian Club Graphic Ask member for the following details New Member Signup Note this sign up form is subject to change and will be shortened for a quick and easier experience for you and customers 2 Ask member to complete an application form and add customer details in the Pharmasite later a Capture the customer s details on the enrolment form b Scan the new member card in the transaction c Log in to the pharmasite by end of day and enter all of the member s details into the new member sign up page using the card number assigned to the member Tip It is important you capture new members email address Members with an email address
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