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How to Return Partially Sold Game Packs
How to Return Partially Sold Game Packs

This article outlines the process to return and close out partially sold game packs in CStore Essentials, ensuring accurate lottery sales and adjustment entries in your day closing records

Updated over 2 months ago

When scratch-off games are discontinued, the gaming commission will pick up the games and close them out. This is a 2-part process that requires the following:

Step-By-Step Process

Mark Game Pack as Sold Out

  1. Go to CStore Essentials Web Account

    • You can access CStore Essentials by clicking here or going to https://secure.cstorepro.com

    • Click the Forgot Password button if you need help resetting your password

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2. Go to the Lottery Overview Screen

  • On the left side of the screen, click on the Lottery/Lotto option

  • Then click on the Day/Shift Closing option

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  • Select the date you wish to edit and click the pencil icon to access the report

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  • Once you click on the pencil icon, you will be redirected to the Lottery ticket sales screen

  • Under Lottery Ticket Sales, locate the Game Pack being returned and click the Mark if Sold Out button

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  • Verify that the Sold Out Game Pack now reflects in Lottery Ticket Sales - Total Amount

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✅ Note: If you mark the incorrect item as sold out, you will have the ability to click the Undo Sold Out button to undo the change

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Adjust Scratch-Off Sales

  1. Update Lottery Tickets Sold Amount

    • On the left side of the screen, click on the Day Closing option

    • Next click on the Store option

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  • Next click on the pencil icon next to the date you wish to update

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  • You will then be redirected to the Daily Report for the date you selected

  • Scroll down to the Lottery Ticket Sold section

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  • Update the Scratch-Off Sales amount

    • Confirm the total amount is correct

2. Update Lottery Tickets Sold Amount

  • Scroll down to the Lottery/Lotto Reading section

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  • Enter the Adjustment Amount you received from the Lottery Commission

Note: The Adjustment amount helps to balance the Scratch-off sales under Lottery Tickets Sold

💡 Tip: Follow these steps only for games that have been activated and are now being returned


Frequently Asked Questions

Why is it necessary to mark a partially sold game pack as "Sold Out"?

  • Marking the game pack as "Sold Out" removes it from your daily closing records, ensuring that it no longer affects your Lottery Ticket Sales total.

What is the Adjustment Amount, and why do I need to enter it?

  • The Adjustment Amount is the value you received from the Lottery Commission to cover unsold tickets in the returned game pack.

  • Entering it balances out your Scratch-off sales total.

What should I do if the Adjustment Amount doesn’t match my records?

  • Double-check the amount provided by the Lottery Commission.

  • If there’s still a discrepancy, contact PDI Customer Support for further assistance.

Can I use these steps for game packs that have not been activated?

  • No, these steps are only for games that have been activated and are being returned due to discontinuation.

How do I confirm that the adjustment has been properly applied?

  • After marking the game pack as sold out, check that the Total Amount under Scratch-off Sales is balanced and reflects the correct sales amount with the adjustment.

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