Customer Order Assistance - Kinsmen Jackpot Bingo

Name on order*

Email*

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Number of days since order

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Today's Date

Type of Customer*

Bingo Player
Retail Store

What can we help you with?*

Cancel my order
Shipping address incorrect
Error at cart/checkout
Error with my order
Cards not received yet (Before Game)
Refund/Credit Requested
Gift Card / E-Transfer Help
Website Account Help

Order Date*

Order Number*

Cancel an order

Reason for cancellation*

Wrong address
Ordered wrong item
Changed my mind

Cancellation Instructions*

If you have already received an email saying we have finished processing your order, it is too late to cancel. You will instead have to request a Refund/Credit and follow the directions there. You will not receive a reply to this request. If we are able to cancel your order, you will receive an order cancellation notice.

I understand that you may not be able to cancel my order

Order cancellation status

Address Correction

Wrong Address - Action Requested*

Please try to correct my address
Please cancel my order

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Current Time

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Current Day of the Week

Proper Address*

We process orders very quickly, but there is a very small chance we may be able to correct your address in certain situations. If this is the case, please enter your proper address below and we will see if it is possible to change it for you.

Street Address City Province Postal Code

Shipping Address Incorrect Instructions*

We normally cannot change your shipping address on your order, we can only cancel your order if it is early enough. If you have already received an email saying we have finished processing your order, it is likely too late to cancel. You will instead have to request a Refund/Credit and follow the directions there. You will not receive a reply to this request. If we are able to cancel your order, you will receive an order cancellation notice.

I understand that you can only cancel my order if it is early enough. Address changes normally cannot be made.

Address Change Status:

Error at Cart/Checkout

Describe the error at cart/checkout?*

Gift Card purchase not showing interac option
It says a product in my cart is not available
My credit card payment is declined
I can't input my credit card at checkout
It says my email address doesn't match
My coupon code isn't working

Product in Cart Unavailable*

When items are added to your cart, they are not guaranteed to be in stock by the time you complete checkout. During busy times on our website, we have up to 30 orders being processed every minute. Items can easily become sold out before you finish your checkout, but guaranteeing your product while in the cart presents other problems like cart timers, cookies, and server processing. We alleviate this by allowing our stock to go into negative numbers at checkout, but even this has it's limits.

Our stock of cards is limited, so we have to keep tight controls on inventory and availability. You can always check our product page to see if any more product is being restocked again soon.

Did this answer your question?

Yes, I will try again another time

Credit Card Declined*

If you believe your credit card should not be declining your purchase, it is possible that our own system is declining to complete the transaction if your billing address entered does not match the info on your credit card account.

Please make sure that you enter your billing address exactly as it appears on your credit card statement. If you are using a prepaid credit card, please follow the instructions on the back to login to your account and create a billing address.

Due to fraud checks, our system automatically declines transactions that do not have a valid address match and classifies it as high risk. Your own credit card customer service may tell you that the charge was approved, but our own system will not accept a high risk approval.

Did this answer your question?

Yes, this answered my question
No, I tried multiple times and have multiple charges now

Email address doesn't match*

We have had to implement a second email confirmation field at checkout due to a high number of customers that enter their email address incorrectly, then inquire and complain about their orders not going through because they did not receive an email.

There are two fields at checkout to enter your email address, and you must type it in twice exactly the same way. Capitalization of letters and spaces after the email address could cause an error in confirming a match. Many mobile phones try to capitalize the first letter of your email address, or add a space after it when autocompleting.

Did this answer your question?

Yes, I will try again

Can't input credit card at checkout*

On a recent website software update in mid April 2021, there seems to be a bug on Apple devices browsing with Google Chrome where the website will not allow you to enter a credit number at all. Please try closing your browser completely and reopening, or trying another browser like Safari or Firefox. If you are still not able to enter your credit card at checkout, please call our sales line at (204) 233-6365 extension 2 to place an order over the phone.

Yes, I will try again

Error with order

What kind of error occurred?*

Charges on my payment method
Type of cards received
Number of cards received

Envelope and Label Details*

Please examine the ink colour on your envelope, your mailing label, and a large faint number on your envelope behind the mailing label. The color of the ink should match the color of the cards (ie: green ink indicates green cards inside), and the number on the envelope behind the mailing label should match the quantity of cards on your mailing label (ie: a large 4 on the envelope behind the label indicates a 4-Pack of cards). Did you receive the proper envelope?

Envelope is correct
Envelope is incorrect
Unsure

Photo Upload

Please upload a photo of your entire envelope with a clear view of your mailing label. This will help us understand if/how an error has occurred with your order.

Drop files here or

Accepted file types: jpg, gif, png, Max. file size: 512 MB, Max. files: 3.

Please provide more details*

Correction method requested

Web store credit
Refund payment method

Incorrect Cards Instructions*

Please remember that card packs are shipped separately as indicated on your order email, sometimes at different times. For example, if you ordered 3 card packs but only received 1 or 2, the 3rd one will be on the way shortly. Be advised that if you were sent incorrect card types or quantities, we cannot send you a replacement or make replacements available for pickup. You will have to re-order your cards if they are still available on our website.

I understand that my cards for different games ship separately at different times. I also understand that you cannot send me replacements, so I will reorder any cards that I require

Missing Cards

Game Date of Missing Cards*

Please enter the game date of the cards you have not received yet.

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Number of days before game date

Quantity of Missing Cards*

Please enter the quantity of cards you are missing for this specific game date, for this specific order number only.

Please enter a number from 2 to 14.

Cards Not Received Yet Instructions*

If you have not received your cards before the game, or within 2 weeks from the date of your order, we will investigate the reason why. Please be advised that we do not offer a local pickup of replacement cards while COVID-19 measures are in effect. If it is after the game, we recommend you choose a Refund/Credit instead and follow the instructions there. You will not receive a reply to this request unless we find a specific reason for your cards not being received. You will receive an automatic Web Credit emailed to you for a future purchase once we receive your cards back, unless you specifically request a Refund with this form.

I understand that I will need to fill out a separate Refund/Credit request after the game

Refund Request

Reason for requesting refund*

Duplicate charges
Never received cards
Sent cards back via "Return to Sender"
Other

Refund Instructions*

We can provide a Refund only after we have received the cards back at our office. This may take longer than expected, and can happen automatically by Canada Post if the order was undeliverable.

I understand that you can only send me a refund/credit after you receive my cards back

Canada Post Returned Mail*

If your cards were not delivered, there is a chance that Canada Post will return the cards back to us. At that time, we will process a refund for your order. If it has been longer than 5 weeks since your order, our customer service representative will receive a notice to look at your order.

I understand that you can only send me a refund/credit after you receive my cards back

Date cards sent back for return*

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Number of days since cards returned

Did you have multiple attempts or errors when you made your order?*

Yes
No

Extra credit card charges:*

Many times, when orders do not go through for some reason (billing address verification, authorization errors) extra pre-authorization charge(s) may immediately appear on your card anyways. These extra charges are not finalized (captured) and should disappear after 5-10 business days. Please contact your credit card company if the charges do not disappear, and fill out this form again if they are unable to resolve your problem. Did this answer your question?

Yes, this answered my question
No, my problem is something else

Incorrect Charges Instructions*

We will look into your order and credit card charges, and have a resolution or response to you soon. Web credits will be sent to your order email address only, so please check your spam folder for any coupon codes. Refunds may take an additional 7-10 days to process, and may also take up to 14 days after that to appear on your card. You will receive a notification of a refund in your email, or a reply from us if there is a reason we cannot credit/refund your order.

I understand the wait times for credit/refunds

Gift Card Assistance

Gift Card / E-Transfer Help*

Gift cards on our website are electronically delivered by email, and can be purchased by credit card or by interac e-transfer. It is available here:

Gift Card

If you would like to buy cards from our website, but do not have a credit card, buying a gift card by interac e-transfer is a great option. Go to our shop, click the gift card, choose the dollar amount you'd like to buy, and add the gift card to your cart. It must be the only item in your cart if you want the option to pay by interac e-transfer.

You then go to your cart and checkout and complete your order using the Interac E-Transfer as a payment option. You will receive an email with instructions on how to send your interac e-transfer to us. We have to manually process your order to approve your coupon, which may take up to 1 business day. You will receive an email with your Gift Card code after we manually approve your order, and you can use this card by copying/pasting the code into the coupon field at checkout, or just click on the coupon during checkout if you have an account with us.

You cannot add funds to an existing gift card, you must purchase a new gift card each time. You can use multiple gift cards on an order if you have a small amount remaining on your old card.

Did this answer your question?

Yes, this answered my question
No, I need help making a new gift card order
No, I need help with my existing gift card order

Gift Card Order Assistance*

Coupon codes are delivered by email immediately after your interac e-transfer payment is manually approved. Please check your spam folder for an email from us with your coupon code if you do not see an email within 1 business day.

If your email client allows clicking links, it is easy to simply click the coupon in your email to open up our website and have it active in your session. Once you are in the checkout area, the active coupon will appear at the top of the checkout area for you to click on, which eliminates any possible typos. Also, it is possible to select the text of the coupon in your email and "copy" it to your clipboard, then "paste" it in the coupon field on checkout. This will eliminate any possibility of confusing a "Number one" with a "Lowercase L" or similar problem.

If you are still having problems, choose one of the following:

I sent an interac e-transfer, but have not received a coupon code by email yet
I received a coupon code, but it doesn't work

Customer Account Help

Website Account Help*

To register a new account, or login to your existing account, please click here for our Account page. You will have to register with your email address, and you will receive a temporary password in your email. Once you login with that temporary password, you may change your password, enter your mailing address info, and more from your Account page.

If the website is not letting you log into your existing account, please click here to use our Password Reset.. If you do not receive a password reset email from this page, please check your spam folder. It is also possible that you signed up with a different or misspelled email address, so please try to create a new account again from our Account page.

Did this answer your question?

Yes
No, I created an account but still can't login

Account Reset*

How would you like us to try to assist you with your account?

Delete any existing account associated with my email address and notify me
Show me the password recovery link

Click here to reset your password

[Retailer] Helpdesk

[Retailer] How can we help you?*

Account Access
Payments
Refunds/Returns
Deliveries

[Retailer] Account Access

Question about your retailer account*

I am unable to create a new account
I am unable to order as many cards as I would like to

New account info*

We are currently phasing in our retail stores to pre-pandemic levels. We plan to start accepting new applications winter 2021 If you still have a large outstanding balance with us, we may not be able to enable your account to purchase cards. Please contact our accounting department to clear up any outstanding invoices before requesting access to purchase cards on our site.

I understand

Ordering more cards

Card pack limits will be restrictive at first, due to supply and to minimize returns. Each store will be categorized at different levels to buy cards at a 10% discount. Each level will correspond to what card package sizes can be purchased, and is based on your previous sales history.

Request an account review to increase limits

[Retailer] Payments

All cards must be purchased up front via this new site before cards are shipped out. You may apply for a credit line to purchase at least one month of cards, and pay your bill later by any of the above mentioned payment methods. Options to pay bills will be credit card, bank transfer or EMT and/or store credits earned.

Retailer Payment Problems*

Payment declined at checkout
Payment by credit not available
E-transfer email not received yet
Paying my credit line balance

Retailer Payment Declined*

Payments by credit card must have the order billing address and postal code entered the same as the address and postal code on your credit card account, otherwise the address verification check will fail. Please contact your bank to find out more information about why the transaction was declined. Due to privacy reasons, we are not given very much information about why a transaction fails. The bank will be able to help you far more.

I will talk with my credit card issuing bank
Please let me know why my payment won't go through

Retailer Payment by Credit not available*

Payments by web store credit may not be available at checkout if you do not have enough credit available for the entire purchase, or if your account has gone into "Overdue" status. If you would like to pay your credit balance by credit card, the payment should be reflected immediately on your balance. Payments by any other method require processing time. If you would like to use your credit balance even though your account is overdue, you may request our customer service staff to clear the overdue status on your account. Our system automatically marks accounts as overdue when a bill payment is missed, and we are happy to clear this status upon request.

I will make a payment towards my credit balance
Please mark my credit account as "Active"

Retailer e-transfer email not received*

Unfortunately, many of our emails are often blocked by spam filters. Please check your spam folder for an email from our system. E-transfers must be sent to bingo@kinsmenclub.com and must include your Wholesale Order # in the message to ensure proper credit to your account. Payments will be reflected on your account within one business day.

I will send an etransfer as directed
I will check my spam folder for email

Retailer credit line payment*

Credit line payments can be made at anytime on our wholesale website. Please visit the "My Account" section of the wholesale website, and click on the "Credit Line" link on the left. From there, you can click the "Make a Payment" button, and either make a full payment from your last billing statement, or make a custom payment for any amount. You can pay off your credit line early (even before you receive a bill) by choosing to make a custom payment.

I understand
I need full instructions emailed to me

[Retailer] Refunds and Returns

Returned cards must be accompanied by your completed return slip, which is available here. We ask that returns be sent to us once a month.

Retailer Refund/Return help*

I have not received my refund yet
How do I get credit for my return postage?

Retailer Refunds*

Refunds may take a few business days to process after we have received your cards. If you purchased cards credit line, it will be refunded to your credit line balance. If you purchased cards by credit card directly, it will be refunded back to your credit card. We cannot refund returned cards to your credit card if you purchased them via your web credit line first.

Please check my refund status
My refund amount was incorrect

Retailer Return Postage Credit*

If returning cards by Canada Post, postage will be credited back via web coupon code (min $1.00 / max $15.00 monthly) calculated by actual return postage cost or $0.50 per card, whichever is lower. You will receive this coupon code via email, and it will appear on your account at checkout.

I Understand

[Retailer] Deliveries

Shipping of the cards will have options that you can choose on the check out process. The choices are: Winnipeg courier on designated days for the region of the store, Free Canada Post parcel, Local pickup at our office, Paid XpressPost/Same day courier.

Retailer Delivery Inquiry*

Where is my order?
My order is incorrect

Agent Only Section

This area only available to logged in Helpdesk Agents

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(AUTO) CreatedBy User Roles

Do you need to enter more details?

These details will be visible to both support agents AND the customer in the ticket notification email. Enabling this will escalate this issue to an unsolved ticket.

Yes, enter extra details

Extra support ticket details

Assign this ticket to a specific Support Agent?

Only use this option to assign this ticket to yourself, or if there's a very specific reason to assign to a person (ie: requested by customer). Enabling this will escalate this issue to an unsolved ticket.

Yes, assign this to a specific agent

Support Agent Assigned

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CUSTOMER

Self-Serve Helpdesk

Customer Helpdesk

Cancel an order

Address Correction

Error at Cart/Checkout

Error with order

Missing Cards

Refund Request

Gift Card Assistance

Customer Account Help

[Retailer] Helpdesk

[Retailer] Account Access

[Retailer] Payments

[Retailer] Refunds and Returns

[Retailer] Deliveries

Agent Only Section