Requests

Be proactive in telling customers their credit card is due to expire, so that they can manage this before their autoplay fails to purchase or try to purchase. Would be nice for customers to receive a reminder approx 1 month out from expiry to update details or add a new credit card to avoid missing out.

The engagement and UX on parts of the website may be delivering lower revenue outcomes due to the lack of design options to advertise specific aspects. For example the results we see from promoting Early Bird ticket sales is strong, however as a standalone message on the website, visually, there is no representation of the urgency factor or the prize offer itself (ie holiday destination) that is on offer as it text only on a white background, no images etc. this prize offering in a lottery is marketed with imagery and banners elsewhere. Is there any further appetite to build out some of the website templates so that we have more design flexibility? or at least to test the theory that stronger revenue results could exist with improved design template options in certain areas.

Summary: When there are two draws for the same lottery opened, and one is sold out, we want the non-sold out draw to be ranked higher than the sold-out draw (without having to close the sold out draw). This is so that customers can keep converting in the open draw, while also having the sold out draw information accessible on the website Current Impact: When we sell out a Mater Cars for Cancer lottery, the sold out draw remains the main CFC draw that is displayed on the CFC landing page: www.materlotteries.com.au/mater-cars-for-cancer When we have advertising that redirects to www.materlotteries.com.au/mater-cars-for-cancer we would prefer that the open and non-sold out draw is the featured draw. We would like to keep the sold-out draw open on the website so that supporters still have information about the game details. Current workaround: In order to get the open and non-sold out draw to appear as the featured CFC draw, the sold-out has to be changed to the ‘closed’ status. With the recent sell out of CFC97 we had to close this game to make CFC98 the featured draw for Cars for Cancer because we use a redirect from this URL - www.carsforcancer.com.au for advertising. We would like to avoid directing any advertising traffic to the sold out draw, without having to actually close the draw. Desired Outcome: Either: - Alter the draw ranking parameters so that an open draw is ranked above a sold out draw - Create a feature placement that can be used at the lottery product level (i.e. feature placement for Mater Prize Home and CFC, which is different to the overall feature placement on the main webpage.

When a draw has limited tickets remaining supporters are still able to add any book value to their cart and proceed to check out. This results in the supporter being debited the funds but no tickets being issued and no explanation of what went wrong. If there is only a single ticket remaining as unsold this behaviour will continue until somebody chooses to purchase a single ticket.

It is not possible to see how a supporter has purchased in the front end of the platform. Whether the agents are talking to a supporter and can confirm in a call how the purchase was made (people forget they purchased and question a charge on their card), or whether there is an anomaly that is being investigated, its not possible for staff to see how an order was placed. Access to this information in the front end will mean a more efficient process and no need to access back end data.

OZL support would like to reduce interactions on the phone from 3.2% to 2.5% by the end of the year and focusing on getting the customers to purchase tickets quickly (e.g. by helping them reset their password, etc.) and avoid phone interaction with clients over inactive account fees which averages to 4 mins per interaction. One suggestion is to minimise the font size of the support phone number on both the website and in emails, but the team is open to other solutions that may help encourage customers to send an email rather than call.

On average, 7-8 times per month, the team spends significant amounts of time hunting down duplicated deposits. These are caused by “double-charge” events, stemming from payments processed via the ‘Credit / Debit Card’ option in PBJ despite already collecting payment via an EFTPOS machine. This is particularly prevalent when customers already have a credit card on file. We have identified that during busy periods, or while a new employee is training, the staff member sometimes either confuses the ‘Credit / Debit Card’ option with ‘EFTPOS’, or forgets to change it at all. The staff member will successfully charge the customer via EFTPOS machine, then click checkout in PBJ. This obviously proceeds to use ‘Credit / Debit Card’ payment method and continues to charge them again while checking out their tickets. So the customer is charged twice, but only one deposit is in PBJ (under the wrong deposit type). There are a few suggested improvements to save time for our team undertaking reconciliation, and also save time for our agents during busy checkout periods. Restrict payment methods by agent role. E.g. don’t allow Call Center staff to use EFTPOS deposit type. Change default payment method for a channel. For example, Prize Home would default to EFTPOS, while Call Centre would default to Credit / Debit Card. Rename ‘Credit / Debit card’ option to be clearer. Perhaps “Virtual terminal” or similar

Given the behaviour of the API keeping the affiliate's system as the source of truth for supporter details it is our preference that operators do not use supporter accounts created by API transactions. However, the affiliation is not visible at all through POS and is easily missed in Admin. Can we please have a quick and clear way to identify a supporters affiliate to support business rules of not using these accounts for OP or POS sales.

Our supporters are reporting difficulties finding the draw specific terms and conditions. Is it possible to list these under the main terms and conditions on the landing page? If this isn't possible it may help make it clearer for the supporter by re-naming the link in the footer "Website and Application Terms and Conditions". Alternatively is there any other solution to make these easier to find?

The multiple-prize draw functionality works as it was designed for the website but we’d like to request new functionality with it as when using the multiple-prize option, the main prize landing page only shows limited information and doesn’t display images, video, virtual tour, map etc. All additional information (images, video, virtual tour, map etc.) can only be displayed on the added prize dropdown option so a user will see very limited information on the main page, and will need to know to click the drop down of the prize option to see all of the main content such as videos, images etc. I’d like to request that the main landing page have the ability to display the same information as the prize option dropdown content. This will allow us to display information prominently in the prize and not need users to click the drop down to find it.