Bottlecap Bafflement

Have you ever found one of those "Buy 1, Get 1 Free" Pepsi bottlecaps and tried to redeem it at the store? No offense intended to check-out attendants, but, nine times out of 10, are they not stymied by the correct procedure to follow? Aren't the store managers teaching them how to ring up these transactions, or at least including a "how to" card at each register? Sheesh, throw your frontline workers a freakin' bone, bosses!