Staff training
Training course
Six short till-side videos, in order. After each one there's a short quiz. Pass it to open the next lesson.
In short: Six short videos (1 to 2 minutes each) teach till staff the deposit return scheme: what it is, the 10-second check, refunds, bagging, counting and awkward moments. Each video has a short quiz; pass it (80% or more) to open the next. Sign in to record each person's progress.
What's in the course
- What DRS is and how it works (1 min 53 s, then a short quiz)
- Accept or refuse: the 10-second check (1 min 53 s, then a short quiz)
- Refunding the customer (1 min 34 s, then a short quiz)
- Bag it, tag it, keep it safe (1 min 23 s, then a short quiz)
- Keep the count (1 min 12 s, then a short quiz)
- Awkward moments (1 min 35 s, then a short quiz)
Sources: the course follows GOV.UK retailer responsibilities and the Exchange for Change FAQ. Video 2 is free to watch on the staff training page.
Your course
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Want to rewatch something? All six videos are in the video library. Watching there doesn't change anyone's progress.
Common questions
Can I refuse to take back some containers?
Yes, on set grounds: the container is dirty, not empty, damaged, or can't be identified as part of the scheme, or the customer brings an unusually large amount. A shop that doesn't sell alcohol for reasons of faith or belief can refuse alcoholic-drink containers.
Sources: reg. 10 (England and NI), E4C criteria, section 4.4, Staff training
Which drinks containers are included?
Single-use drinks containers made wholly or mainly of PET plastic, aluminium or steel, from 150 ml to 3 litres. Glass isn't included in England, Scotland or Northern Ireland. In Wales, single-use glass is included, but carries no deposit or label before October 2031.
Sources: E4C criteria, section 1.1, E4C FAQ
How do I give customers their deposit back?
Over the counter, staff refund 20p per accepted container. A machine prints a voucher that the customer redeems at your till; Exchange for Change's machine spec expects this to work through your till system. GOV.UK says refunds can be by voucher, card or cash.
Sources: E4C FAQ, E4C machine spec, p.6, GOV.UK
Is glass included in Wales?
Yes. Wales includes single-use glass bottles, but no deposit or scheme label is needed on them before October 2031. Exchange for Change runs the Welsh scheme too. Welsh exemption rules and transition details are not published yet.
Sources: E4C FAQ, Welsh Government