Raffle Nexus Terminal — Sales Agent Guide for the Verifone T650p

The Verifone T650p runs three apps that work together. You work in Raffle Nexus Terminal. The other two belong to Global Payments, the card payment company, and take care of cards and printing.

The buttons at the bottom of the screen

Below the app, the terminal has its own Back, Home and Overview buttons. Overview is the square button (▢); it shows the apps that are open. You’ll only need it when fixing a problem (see 7.1).

Getting ready for a shift

1. Charge the terminal. Above 35% is best; at 25% or less, card payments and printing usually stop working (see 2.4).
2. Check there is paper in the printer.
3. Make sure the terminal is connected to Wi-Fi or mobile data.
4. If the Payments app isn’t already running, open it from the main screen and wait for its ready screen.
5. Open Raffle Nexus Terminal and sign in (see 1.2).

Your raffle manager sets the terminal up once with their own account. After that, every agent signs in with their own 4-digit PIN, so each sale is recorded under the right name.

Sign in

1. Open Raffle Nexus Terminal. You’ll see your organization’s logo, the fundraiser name and Enter your 4-digit pin to log in.
2. Type your 4-digit PIN into the four boxes. There’s no button to press — you’re signed in as soon as you enter the fourth digit.
3. The dashboard opens (see Section 2).

If you see Could not identify pin. Try again., type your PIN again. If it keeps happening, ask your raffle manager to check your PIN.

Sign out

1. On the dashboard, tap SETTINGS.
2. Tap LOG OUT at the bottom of the screen.
3. You’re back on the PIN screen with the message You have been logged out. The next agent can now sign in.

Every time Raffle Nexus Terminal starts, it connects to the Global Payments Payments app in the background, so it’s ready for card payments and printing.

1. Open Raffle Nexus Terminal.
2. The Global Payments screen may flash up once or a few times for a moment while the apps connect. This is normal. Don’t tap anything — Raffle Nexus comes back by itself.
3. When the terminal is being set up, you may see the Raffle Nexus logo with a spinning circle for a few seconds while it connects.
4. If the Payments app isn’t answering, you’ll see a Payments App message. Tap Launch PA App and wait for Raffle Nexus Terminal to come back. If that doesn’t work, follow the steps in the message (see 7.1).
5. If you see Unable to connect to Global Payments, please ensure the Payments App is running. Then restart the Raffle Nexus Application., open the Payments app from the main screen, then come back and tap Restart App.

After you sign in you’ll see the dashboard. From top to bottom:

1. The jackpot. Your organization’s logo and the current 50/50 jackpot, with the wording your organization has chosen above and below it.
2. VIEW IN FULLSCREEN turns the terminal sideways and shows the jackpot in large numbers — handy for showing customers. Tap the round X (or the Back button) to return.
3. CREATE NEW ORDER starts a sale (Section 3).
4. VIEW ORDERS shows the orders taken and the session totals (Section 4).
5. REFUND cancels an order and returns the money, using a code from your manager (Section 5).
6. SETTINGS shows the lottery name and app version, has shortcuts to Wi-Fi and screen brightness, and is where you LOG OUT.

If the jackpot looks out of date, or your manager tells you the lottery has just been changed or reset, reload it.

1. Go to the dashboard.
2. Put your finger just below the black top bar and drag down.
3. Let go when a small round refresh symbol appears just below the black bar. It spins while the lottery reloads, and the dashboard updates.

Every lottery has a closing time. After that, no more tickets can be sold.

1. If you tap CREATE NEW ORDER after the closing time, you’ll see Sales Closed — This lottery closed at [time]. No new orders can be placed.
2. Tap OK. Let the customer know that sales have closed.
3. If the lottery closes while you’re in the middle of an order, the same message appears when you reach the Confirm step. Tap OK and don’t continue with the sale.

Card payments and printing are handled by the Global Payments apps, which stop working reliably when the battery is low. The app warns you before that happens.

1. Tap Dismiss to close the message.
2. Connect the charger straight away.
3. Wait until the battery is back above 25% before taking card payments. Being plugged in isn’t always enough on its own — the battery itself needs to charge back up.

1. On the dashboard, tap CREATE NEW ORDER.
2. The order screen opens. The title at the top shows which step you’re on, for example New Order • Prize Raffle.
3. At the bottom of every step you’ll see the Grand Total, which updates as you add tickets, and a large button that takes you to the next step. From the second step on, the arrow button on the left takes you back one step.

To cancel an order before payment

1. Tap the X at the top-left (or press Back on the first step).
2. You’ll see Cancel this order? — your progress will not be saved.
3. Tap CANCEL ORDER to throw the order away, or DISMISS to carry on.

Tickets are sold in packs, shown as the number of tickets and the price — for example 1 for $10 or 5 for $20. Your organization sets the packs and prices.

Each pack is a row on a white card: a ticket symbol, the pack and price, and a round + button on the right. Once you add a pack, the row turns coloured and the button shows −, the number of packs and +.

Prize Raffle (New Order • Prize Raffle)

1. Tap + next to a pack to add it. The row is highlighted and shows how many you’ve added.
2. Tap + again to add more of the same pack, or − to take one away.
3. A pack that is crossed out and marked SOLD OUT can’t be sold. If the + turns grey, there are no more tickets left in that pack.
4. Tap Next: 50/50 Tickets.

50/50 (New Order • 50/50)

1. The current jackpot is shown at the top. To hide it and make more room for the packs, tap the small round button with two arrows on the right, just under the title bar. Tap it again to show the jackpot. The app remembers your choice for next time.
2. Add packs with + and −, the same way as above.
3. Tap the button at the bottom. It says Next: Donation, Enter Contact Info or Confirm Order, depending on which steps your lottery uses.

Donation (New Order • Donation) — only if your lottery accepts donations

1. If the customer wants to donate, type the amount in Enter donation amount. The $ sign is already there.
2. If they don’t want to donate, leave the box empty.
3. Tap Enter Contact Info.

On the Contact step (New Order • Contact) you enter the customer’s details. Your lottery decides which boxes appear — usually name, phone, email and address.

1. Boxes marked with * must be filled in (* Required Fields). Confirm Order stays greyed out until they are.
2. Tap a box and type. Use the keyboard’s Next key to move to the next box.
3. Everything except the email address is changed to CAPITAL letters automatically. Phone numbers take digits only.
4. Tap Confirm Order. The app checks the details with Raffle Nexus.
5. If something needs fixing, you’ll see Order Error with an explanation (for example We could not validate your order. Please try again or contact support). Tap OK, correct the details and tap Confirm Order again.

Finding a returning customer

1. In the email or phone box, type the customer’s email address or phone number.
2. Wait a moment. A small spinner appears in the box while the app searches.
3. If the customer has bought before, a coloured bar with a person symbol slides in over the top of the form: 1 match found. Autofill? (or 2 matches found. Autofill?, and so on).
4. Tap the bar. A panel slides up from the bottom, titled Would you like to autofill?, with a box for each match showing their name, phone, email and province.
5. Tap the right customer. The form fills in for you. Check the details with the customer before you continue.
6. If none of them is right, tap the X to close the list and carry on typing.

The last check before payment. The screen (New Order • Confirm) is headed Confirm Order — Ensure these details are correct. Tap the back arrow to edit ticket quantities. It shows:

• the customer’s name, phone number, email and province;
• Prize Raffle — each pack chosen, shown as quantity × pack name (for example 2 x Single Ticket), with the Prize Raffle total;
• 50/50 — the same for the 50/50 packs;
• Donation — if the customer is donating.

Only packs with at least one ticket are listed, and a heading only appears if something was chosen under it.

1. Read the order back to the customer.
2. To change anything, tap the back-arrow button at the bottom-left to go back to the right step.
3. When everything is right, tap Charge $… (it shows the total).

1. On Confirm Order, tap Charge $… (the button shows the total).
2. A panel slides up from the bottom, titled Select Payment Method, with two buttons: Credit or Debit Card and Cash. Tap Credit or Debit Card. (To change your mind, tap the X at the top-left of the panel.)
3. The app sets up the order, then the Global Payments screen opens showing the amount.
4. Let the customer tap, insert or swipe their card and follow the prompts on the screen, such as entering their PIN.
5. Once the card is approved, Global Payments finishes its own screens and brings you back to Raffle Nexus by itself. Don’t press anything while this happens.
6. You’ll see Payment approved — Completing your order… for a moment while the order is recorded with Raffle Nexus.
7. Order Confirmed opens (see 3.7).

1. On Confirm Order, tap Charge $… (the button shows the total).
2. In the Select Payment Method panel, tap Cash.
3. The Pay with Cash screen shows the amount to collect in large numbers above a picture of cash, and says The customer’s ticket will be available for print once payment has been confirmed.
4. Take the cash and give any change.
5. Tap Confirm Payment.
6. Order Confirmed opens (see 3.7).

After payment you’ll see a green tick, Order Confirmed and Order ID: followed by the order number. What happens next depends on your lottery.

1. Wait while the ticket prints. The buttons are greyed out until it’s done, and the Global Payments screen may appear for a moment.
2. When printing has finished, the heading goes back to Order Confirmed and the print button shows a tick.
3. Tear off the ticket and give it to the customer.
4. Tap Create New Order to serve the next customer, or the house button to its left to go back to the dashboard.

If the ticket doesn’t print

You’ll see Printing Error — Please check the printer and paper, then try again. Tap OK, check the paper (see 7.2), then tap Retry Print.

Leaving without printing

If you tap the house button or Create New Order before a ticket has printed, you’ll see Leave without printing a ticket? — While this ticket will be automatically emailed, you won’t be able to reprint a ticket in the future.

• Tap YES, DON'T PRINT A TICKET to leave without a paper ticket.
• Tap DISMISS to stay and print.

1. On the dashboard, tap VIEW ORDERS.
2. The Orders screen has two tabs: CURRENT SESSIONS (the session that’s open now) and ALL SESSIONS (including earlier sessions).
3. The box at the top shows the total sales, [number] orders since [date and time], and VIEW SUMMARY (see 4.3).
4. Under PAST ORDERS, each order shows ID # and the order number, a Credit/Debit or Cash label, the Session/Subsession, the customer’s name and email, and the total. Cancelled orders have a Cancelled label and their total is shown in red, in brackets.
5. Scroll down to load older orders. Tap an order to see its details (see 4.2).
6. Tap the X at the top-left to go back to the dashboard.

Tap any order in the list to open Order # and its number. The screen shows:

• Customer Info with ID # (the order number) and the date and time of the sale;
• Session/Subsession: — which session the order belongs to;
• Transaction #: — card orders only. This is Global Payments’ reference for the card payment. Quote it to your manager if there’s ever a question about a card payment;
• Card: — the card type and last four digits, when available;
• Name, Phone, Email and Address;
• under TICKETS: Paid By (Credit/Debit or Cash) and Status — for example Generated (complete, tickets issued), Cancelled or Refunded;
• Total, then each raffle with the packs bought and the ticket numbers.

Sending the ticket email again

For lotteries that run over several days, the RESEND EMAIL button sends the customer’s tickets to their email address again. You’ll see Order email resent to followed by the address.

A session groups the sales made on this terminal. The summary shows its totals, split by payment type.

1. On the Orders screen, tap VIEW SUMMARY.
2. The Summary screen shows the total and [number] orders since [date and time].
3. Under TRANSACTIONS, each payment type (cash and card) has its own Session/Subsession, Quantity, Sales, Refunded and Total.
4. Tap the back arrow to return.

If no session is open, you’ll see A new session will open once you sell your first ticket.

Closing a session

Closing a session isn’t available on the terminal in this version of the app. When a session needs to be closed — or if you see Your Session has expired. Please close your current session before completing any new orders — stop selling on this terminal and contact your raffle manager.

Before you start: the customer asks for their money back, you contact your raffle manager, and your manager gives you a 4-digit refund code for that order.

1. On the dashboard, tap REFUND.
2. The Refund/Void screen says Contact your raffle manager to initiate a refund or a void. and To proceed with a refund, enter the 4-digit code issued by your manager.
3. Type the code into the four boxes. The app looks it up as soon as you enter the fourth digit.
4. The next screen is titled Void or Refund. It shows the order’s ID #, the payment type, the customer and the tickets being cancelled, with the amount at the bottom. Check it with the customer.
5. Tap Void $… or Refund $… (the button shows the amount).
6. The Global Payments screen opens. Follow what it says — for a refund, the customer may need to tap or insert the card they paid with.
7. When it’s finished you’re brought back to Raffle Nexus and Order Cancelled & Voided (or Order Cancelled & Refunded) opens (see 5.3).

If something goes wrong

An incomplete order is a card payment that was approved but that Raffle Nexus hasn’t recorded — usually because the internet dropped at the wrong moment. The customer has paid but doesn’t have tickets yet. The same can happen with a refund or void: the money went back to the card, but Raffle Nexus wasn’t updated.

How you’ll know

• A blinking red warning symbol appears next to your name in the top bar. Tap anywhere on the black bar to open Incomplete Orders.
• On the Orders screen, the clipboard icon at the top-right shows a red number — tap the icon to open Incomplete Orders.
• Straight after a sale, you may see Order Error with a View Issue button (see 3.8).

The Incomplete Orders screen

It says These card transactions went through on the terminal but were not confirmed with the server. — in other words, the customer paid but Raffle Nexus doesn’t know yet. There are two tabs, Orders and Refunds/Voids, each with the number waiting in brackets. Below them is a table with one row per payment and the columns Order, Amount, Time and Status. The status is a small coloured label:

Use this when the customer still wants their tickets. It records the order the customer already paid for and prints their ticket.

1. Open Incomplete Orders and stay on the Orders tab.
2. Tap the order. Payment Details shows the Status, Type (Order payment), Order, Amount, Card (last four digits), Global Payments’ reference numbers (GP transaction ID and Transaction #), when it was Recorded, and the Error.
3. Make sure the terminal is connected to the internet.
4. Tap Resolve at the bottom. A panel slides up asking How would you like to resolve this payment?
5. Tap Retry to Create Order.
6. If it works, Order Confirmed opens, just like a normal sale. Print the ticket as usual (see 3.7). The order disappears from Incomplete Orders.
7. Tap Incomplete Orders to go back to the list, or the house button to go to the dashboard.

If it doesn’t work, you’ll see Couldn’t resolve payment — This payment could not be resolved … It is still saved on this device, so you can try again. Tap OK, check the internet and try again in a few minutes. If it still fails, contact your raffle manager with the order number and Transaction #.

Use this to give the customer their money back instead of completing the order. You don’t need a code from your manager here, but follow your organization’s rules — if you’re not sure, check with your manager first.

1. Open the order in Incomplete Orders, tap Resolve, then tap Refund/Void Payment.
2. The Refund / Void page shows the Order, Amount and Card. The app checks whether the payment can still be voided — the button says Checking… for a moment.
3. A message explains what will happen, and the button changes to Void $… (the charge is cancelled) or Refund $… (the money goes back to the card).
4. Tap the button and follow the Global Payments screen.
5. When it’s done, Order Cancelled & Voided (or Order Cancelled & Refunded) opens and the cancellation receipt prints automatically. If it doesn’t print, tap Retry Print.
6. Tap Incomplete Orders to go back to the list, or the house button to go to the dashboard.

If something goes wrong

• The app couldn’t check the payment. A message asks you to make sure the Payments App is running, and the button says Try Again. Check the Payments app (see 7.1), then tap Try Again.
• Couldn’t resolve payment — The money was returned to the card, but Nexus could not be updated … The customer has their money back; only Raffle Nexus still needs to be told. The order stays in the list, and its details show Voided – money returned (or Refunded – money returned). Later, open it, tap Resolve and then Send Void to Nexus (or Send Refund to Nexus).
• You may also see Payment Voided or Payment Refunded confirming that it’s done. If the receipt couldn’t print, tap Retry Print, or Close to skip it.

The Global Payments Payments app has to be running for card payments and printing. If it stops answering (for example, it was swiped away), Raffle Nexus shows a Payments App message that stays on screen until it’s fixed: The Payments App is not responding, so card payments cannot be processed. Launch it to continue.

1. Tap Launch PA App. The Global Payments screen may appear for a moment, then you’re brought back.
2. The message changes to Opening the Payments App… and then Waiting for the Payments App to respond…, with a spinner.
3. When the Payments app answers, the message closes by itself and you can carry on.

If that doesn’t work

4. Press the terminal’s Overview button — the square (▢) at the bottom of the screen.
5. Each open app is shown as a card with its name. Swipe the PA card and the Payments card off the screen so both apps close. Leave Raffle Nexus Terminal open.
6. Press Home and open the Payments app again from the main screen. Wait for its ready screen.
7. Go back to Raffle Nexus Terminal (tap its icon, or use Overview ▢).
8. If the message still won’t go away, restart the terminal.

“Payment Service Unavailable”

This message means the Global Payments app may still be finishing an earlier payment. Press Overview ▢, open the PA app, cancel what’s on its screen, then go back and try again. If it keeps happening, restart the terminal.

If a ticket or receipt doesn’t print, you’ll see Printing Error — Please check the printer and paper, then try again.

1. Tap OK.
2. Open the printer cover and check the paper roll. Put in a new roll if it has run out, then close the cover firmly.
3. Tap Retry Print (on Order Confirmed for a ticket, or on the cancellation screen for a receipt).

Still not printing?

• Check the battery — at 25% or less, printing usually stops (see 2.4).
• If you see Payment Service Unavailable, or the Payments App message, see 7.1.
• Don’t leave Order Confirmed until the ticket has printed: once you leave, it can’t be printed again. For lotteries that run over several days the customer still gets their ticket by email.

The app needs the internet to take orders. If the connection drops, a full-screen message appears: No Internet Connection — Please connect to the internet to continue using the app. A weak signal shows Low Internet Connection — Your internet connection is too weak. Please improve connectivity to continue.

1. Tap Network Settings to open the terminal’s network settings. Connect to the event’s Wi-Fi, or check that mobile data is on.
2. To see the screen underneath while you wait, tap the round button with an upward arrow at the bottom of the message. The message shrinks to a red bar at the top (No Internet Connection or Low Network). Tap the red bar to open the message again.
3. When the connection comes back, the message disappears by itself.

While you’re offline

• You can’t start a new order: You’re not connected to the internet. You need a connection to place an order.
• The Orders list and the refund screens wait until you’re back online.
• You can also open Wi-Fi settings from SETTINGS › Open Wifi Settings.

Something not working? Go down this list.

1. Battery above 25%, ideally charging. Look for the lightning bolt in the top bar.
2. Internet: signal bars and WIFI or LTE in the top bar. If not, see 7.3.
3. Payments app running. If you see the Payments App message, tap Launch PA App (see 7.1).
4. Paper in the printer, cover closed.
5. Red warning in the top bar? Fix the Incomplete Orders first — and never charge a customer twice (Section 6).
6. Right lottery? Check SETTINGS › Lottery Name. If the jackpot looks wrong, pull down on the dashboard to refresh (see 2.2).
7. Still stuck? Make sure no payment is in progress, then close and reopen Raffle Nexus Terminal. As a last resort, restart the terminal.
8. Asking for help? Tell your raffle manager the order number, the Transaction # (card orders), the time, and the exact message on the screen. The app version is at the bottom of SETTINGS.