EBT Retailer FAQ s FNS NUMBERS MANUAL VOUCHERS EQUIPMENT TRANSACTION PROCESSING SETTLEMENTS. What is an FNS Number? Where can I find my FNS number?

Transcription

1 EBT Retailer FAQ s FNS NUMBERS What is an FNS Number? Where can I find my FNS number? MANUAL VOUCHERS What are manual vouchers used for? How do I use a manual voucher? How do I clear a manual voucher? What if the Cardholder is out-of-state? What if I already have an authorization number, but cannot clear my voucher? How do I process a return from a manual voucher? How do I order more manual vouchers? EQUIPMENT How do I return my POS device? How can I get reimbursed for POS paper? How do I order more EBT decal stickers for my store front? TRANSACTION PROCESSING What do I do if the POS device displays an error message? Is there a list of transactional FAQs for Cashiers? What do I do if the POS device gives me the following error message Denied, but the cardholder calls to check their balance and it says that their card has been debited? What do I do if the POS device gives me the following error message Denied, but the cardholder calls to check their balance and it says that they have enough funds? SETTLEMENTS How long does it typically take to get reimbursed from POS transactions? How long does it typically take to get reimbursed from POS transactions with out-of-state cards?

2 How long does it typically take to get reimbursed from a manual voucher? How long does it typically take to get reimbursed from a manual voucher with an out-of-state card? Why am I not receiving my deposits? Why do my reports and deposits not match? How do I adjust my cut-off time? Why are my deposits short? How should I keep a record of EBT transactions? What are the different types of reports that I can run from the POS device? When do I request a claim/adjustment? How do I file a claim/adjustment request? How long will it take to process my claim/adjustment? What happens when an EBT Cardholder files an adjustment? UPDATING/CHANGING ACCOUNT INFORMATION How do I change my registered bank account information? How do I update my telephone number or address that is associated with my EBT Retailer account? How do I update the name of my establishment? How do I update the name of my establishment with a new business owner? What do I do if my establishment has changed ownership? Why did I get a W-9 form with my contract, and why do I need to file a 1099 form every year? When should I expect to receive my 1099 form from XEROX?

3 FNS NUMBERS What is an FNS Number? The FNS number is your USDA certification number. It is the number that the USDA issues to you which allows you to accept EBT cards. Where can I find my FNS number? On the license (yellow certificate) issued by the USDA. By printing out a receipt. You can run a printer configuration to access a receipt by following the steps below: 1) Enter F4 for Retail options 2) Arrow down for the next menu 3) Enter number 4 for Terminal Configuration 4) Enter number 3 for Print Configuration MANUAL VOUCHERS What are manual vouchers used for? Manual vouchers are used to manually process SNAP benefit purchase or return transactions in absence of a POS device, or if the POS device is not working. A manual voucher is a small form that resembles a check completed by the Cashier and the EBT Cardholder, and authorized by calling the Retailer Customer Service Call Center at the time of the transaction. The manual vouchers must then be cleared within 15 days of the transaction in order for Retailers to be reimbursed. How do I use a manual voucher? 1) The Cashier fills out the voucher information including the date, the Retailer s seven-digit FNS number, the transaction amount, the retail store name and address, as well as the Cardholder s name and EBT card number. Please note that the transaction amount cannot be altered after the authorization call. 2) Once the voucher is filled out, it must be authorized by calling the Retailer Customer Service Call Center in order to ensure there are enough funds in the Cardholder s EBT account for the transaction. It is very important to not dispense any goods to the Cardholder until the Authorization Code is acquired. During this call you will need to provide the following information: Program Type: Food Stamps/SNAP Voucher Type: Purchase/Return FNS Number Card Number Voucher Number Transaction Amount At this point, a hold is placed on the Cardholder s EBT account for the amount of the transaction, until the voucher is cleared in order for the Retailer to be reimbursed. Once the transaction has been authorized, the Customer Service Representative will issue an Authorization Code. It is very important to write this Authorization Code on the voucher, and both the Retailer and Cardholder need to sign the voucher. 3) After the Authorization Code has been noted on the voucher and the voucher signed by both parties, goods can then be dispensed to the Cardholder. The Cashier should then give the Cardholder the top copy (white) of the manual voucher, and retain the bottom copy for the Retailer s records for at least 6 months.

4 However, if the purchase is denied, it is not possible to finish completing the manual voucher. If the purchase is denied because of Non-Sufficient Funds (NSF), you will need to call the Retailer Customer Service Call Center. The Customer Service Representative will provide directions for completing the purchase. There are two options: 1) The EBT Cardholder can pay the difference between the amount of the purchase and the amount available in the SNAP benefit account; or 2) the EBT Cardholder can reduce the amount of the purchase to a total equal to or less than the account balance. The total purchase amount on the manual voucher cannot exceed the amount of benefits available in the EBT Cardholder s SNAP benefit account. How do I clear a manual voucher? Retailers get reimbursed for manual voucher transactions by performing a POS Manual Voucher Clear transaction. If you do not have a POS device, you will need to call the Retailer Customer Service Call Center within a week of attaining the Authorization Code to clear manual vouchers. Once the POS device is working or the system is available, it is required to complete a Manual Voucher Clear transaction on the POS device within 15 calendar days of attaining the Authorization Code in order to complete the transaction that will initiate the ACH payment. Steps to clear a manual voucher on the POS device: 1) Cashier Selects F4, Retailer Options, arrow down to the next menu, 2) Then option 1 Voucher Clear 3) Cashier will select option 1, Food Stamps 4) Terminal will prompt for client s Card number 5) Terminal will prompt for Voucher number 6) Terminal prompts for Voucher Authorization Number. 7) Terminal will prompt whether this is a Purchase or Return 8) If it is a Return the POS will prompt for Supervisor ID and Password 9) Terminal will prompt for Food Stamp Amount/Return Amount 10) Terminal will print receipt containing result of voucher settlement. If a Manual Voucher Clear transaction is not processed within 15 days, the Authorization Code will expire, and the Retailer will not be paid for the food items sold. In addition, if a manual voucher is not completed properly, it will not be possible to use it in the future as a document of evidence to settle potential disputes with the EBT Cardholder or XEROX. What if the Cardholder is out-of-state? If the Cardholder has an out-of-state card and a manual voucher is required to complete the transaction, you will need to call the Retailer Customer Service Call Center to assist in completing the manual voucher and attaining an Authorization Code. What if I already have an authorization number, but cannot clear my voucher? There are a few reasons as to why you may not be able to clear a voucher: the approved amount is greater than what was written out on the voucher the voucher is for a food purchase, and not a return. the voucher number is wrong the approval number is wrong the card number is wrong the FNS number is wrong

5 If you are still having issues, you will need to call the Retailer Customer Service Call Center. How do I process a return from a manual voucher? To process a return from a manual voucher, you will need to first clear the manual voucher before you can write a new one as a return. In emergency cases, you can call the Retailer Customer Service Call Center for a quicker process. How do I order more manual vouchers? XEROX provides the initial supply of manual vouchers with the EBT store signage. It is not possible to make photocopies of the vouchers, as the vouchers have individual identification numbers on them. Therefore, it is important to ensure there are a sufficient number of manual vouchers available at the retail location. To order more manual vouchers, you will need to call the Retailer Customer Service Call Center. Manual vouchers are provided free of charge to Retailers. EQUIPMENT If your POS device is not working, please use a manual voucher to process transactions. See the Manual Vouchers section for more information. How do I return my POS device? You will need to call the Retailer Customer Service Call Center with your FNS number. They will send you a return shipping label, however, you will need to provide a box to mail the POS device back in. How can I get reimbursed for POS paper? Retailers are reimbursed for the POS paper associated with EBT only transactions processed on POS equipment supplied by XEROX. The supply reimbursement (credit) is sent on a quarterly basis through an ACH deposit to the bank account indicated on the ACH Settlement Form. The amount of reimbursement is based on the number of EBT only transactions and not on the amount of paper purchased. The retailer is responsible for purchasing paper roll stock as needed. Paper: CRM0039 High-grade thermal paper, 2-1/4 inch (57 mm) wide roll or CRM0027 Medium-grade thermal paper, 2-1/4 inch (57mm) wide roll How do I order more EBT decal stickers for my store front? XEROX provides the initial supply of EBT decal stickers with the manual vouchers. If for some reason you need additional EBT decal stickers, you can order more by calling the Retailer Customer Service Call Center. EBT decal stickers are provided free of charge to Retailers. TRANSACTION PROCESSING What do I do if the POS device displays an error message? We have put together a list of popular POS error messages, what they mean, and how you can easily resolve the issue. The list is called POS Error Message List, and you can find it in the Helpful Links section of the EBT Retailer portal. We recommend that you download, print, laminate, and keep copies at the registers for Cashiers to refer to the POS Error Message List for immediate troubleshooting. If you are still having issues, you can call the Retailer Customer Service Call Center. Is there a list of transactional FAQs for Cashiers? Yes. We have put together a list of common transactional FAQs for Cashiers that includes a chart of eligible and illegible EBT items for a quick reference. The list is called Quick Guide for Cashiers, and you can find it in the Helpful Links section of the EBT Retailer portal. We recommend that you

6 download, print, laminate and keep copies at the registers for Cashiers to refer to the Quick Guide for Cashiers for immediate troubleshooting. What do I do if the POS device gives me the following error message Denied, but the cardholder calls to check their balance and it says that their card has been debited? Have the Cardholder call the Customer Service number located on the back of their card, and do not dispense goods. What do I do if the POS device gives me the following error message Denied, but the cardholder calls to check their balance and it says that they have enough funds? There could be many reasons for this case. Please call the Retailer Customer Service Call Center for troubleshooting. It is very important to not dispense any goods or give the Cardholder any kind of credit; you will not be reimbursed! Simply tell the Cardholder to also call the Customer Service number on the back of their card to settle the issue. Issues of this sort usually gets settles within 24 to 48 hours. SETTLEMENTS How long does it typically take to get reimbursed from POS transactions? It takes about 1 2 business days. How long does it typically take to get reimbursed from POS transactions with out-of-state cards? It takes about 2 3 business days. How long does it typically take to get reimbursed from a manual voucher? Once a manual voucher is cleared, it takes 1 2 business days to get reimbursed. How long does it typically take to get reimbursed from a manual voucher with an out-ofstate card? Once a manual voucher is cleared, it takes 2 3 business days to get reimbursed. Why am I not receiving my deposits? There could be a few reasons why you may not be getting your deposits. You will need to call the Retailer Customer Service Call Center with your FNS number in order for a Service Request ticket to be initiated, which will address the issue. Why do my reports and deposits not match? This usually depends on your cut-off time. We recommend that you adjust the cut-off time to help match your reports in the future. How do I adjust my cut-off time? To adjust your cut-off time, you will need to call the Retailer Customer Service Call Center. Why are my deposits short? There could be a few reasons why your deposits are short. You will need to call the Retailer Customer Service Call Center with your FNS number in order for a Service Request ticket to be initiated, which will address the issue.

7 How should I keep a record of EBT transactions? It is important to keep a record of transactions from the last 2 years for auditing purposes. It is recommended that you print out these records directly from the POS device at the end of each business day, and keep these reports with your manual voucher receipts. In the case of a dispute, you will need these hard copy records. You can also access your transactions from the EBT Retailer Portal. Normally, every time a successful transaction occurs, the Cardholder copy is printed first, torn off, and followed by the Retailer copy being printed next. Because of this, you end up with many small receipts that can easily be lost. By configuring the POS device, you can save Retailer receipt copies that will be stored in the device, and then print them on one continuous piece of receipt paper and the end of each business day. To configure the POS device to save and print receipt copies at the end of the business day, follow the steps below: 1) Select Retailer Options, then page down to Ret Receipt Copies from the main screen. 2) Select Set Print Mode. 3) Device displays the current print mode, (either Print Immediately or Save & Print Later ). 4) If you select Print Immediately when the POS device was in Save & Print Later mode and one or more Retailer copy receipts have already been stored in the POS device, an error message is displayed. Therefore, you must first print and reset the Retailer receipt copies before switching the mode, followed by returning to the Ret Receipt Copies menu. 5) Device displays verification that the mode was switched. Note: If the terminal is set in Save & Print Later mode, you must set the terminal to print the stored receipts at some point in the future. If the stored receipts are not routinely printed, the terminal will continue to store receipts until the memory is full. When the terminal s memory is depleted, the terminal will not be able to operate until the receipts are printed. To check and print stored copies, follow the steps below: 1) Cashier selects Retailer Options, then Ret Receipt Copies from the main screen 2) Cashier selects Print and Reset 3) Terminal displays statistics about how many copies are currently stored, if any 4) Terminal prompts for Confirmation before printing receipts 5) Terminal prints retailer receipt copies a) If no problem is detected during printing, the terminal prompts the Cashier to clear the retailer copies from memory after finished printing b) If a problem is detected during printing (out of paper), the terminal prompts to reprint all copies again or restart printing from the receipt where it detected it had a problem. If all are printed successfully, the terminal prompts the Cashier to clear the retailer copies from memory What are the different types of reports that I can run from the POS device? RETAIL TOTAL REPORT This report allows Retailers to print daily debit/credits for SNAP and Cash transactions accumulated in the store across all the POS devices. To print the Retail Total report, follow these steps: 1) Select Retailer Options, then Reports from the main screen 2) Terminal verifies all Retailer Receipt Copies have been printed first and reset before continuing. If not, the terminal displays an error and returns to the to the Retailer Options menu 3) Select Retailer Totals 4) Terminal prompts for Supervisor ID and Password 5) Enter Supervisor ID and Password 6) Terminal prompts for Report Date 7) Enter Report Date 8) Terminal sends Retailer Totals Report request to host system 9) Terminal prints receipt containing report data or error result from host system

8 CLERK (Cashier) TOTALS REPORT This report will provide a total of sales on a POS device by a particular Clerk. When a new Clerk logs on the POS device, it will automatically log off the previous Clerk and provide a Clerk Totals report. In order to run Clerk Totals reports, you must first program the POS device with Clerks and their ID information. To program and add Clerks to a POS device: 1) Select Retailer Options, then Clerk Maintenance from the main screen 2) Terminal displays the currently logged on Clerk ID, if any 3) Select Add Clerk 4) Terminal prompts for Supervisor ID and password before continuing 5) Terminal prompts for new Clerk type, ( Supervisor or Regular, Regular is recommended) 6) Terminal prompts for new Clerk ID 7) Enter new Clerk ID 8) Terminal prompts for new Clerk s password (4-8 characters). 9) Enter new Clerk password 10) Terminal prompts for Password to be re-entered for verification 11) Re-enter password. If passwords do not match, then terminal returns to step 8 and prompts for password again 12) Terminal sends Add Clerk request to host system 13) Terminal prints receipt indicating result of Add Clerk request To delete or change Clerk IDs, please refer to the POS device manual that came with your POS device. To run the Clerk Totals report: 1) Select Retailer Options, then Reports from the main screen 2) Terminal verifies all Retailer Receipt Copies have been printed first and reset before continuing. If not, the terminal displays an error and returns to the to the Retailer Options menu 3) Select Clerk Totals 4) Terminal prompts for Supervisor ID and Password 5) Enter Supervisor ID and Password 6) Terminal prompts for Report Date 7) Enter Report Date 8) Terminal prompts for Clerk ID 9) Enter Clerk ID 10) Terminal sends Clerk Totals Report request to host system 11) Terminal prints receipt containing report data or error result from host system SHIFT TOTALS This is not an actual report, more like a calculator that adds up the total amount of transactions in any given time period that you set it to. We recommend to reset the Shift Totals at the very end or beginning of the store hours, so you can see the total amount that you sold each day. It will not reflect the exact deposit amount, but it gives a good idea of the total transactions in any given period of time that you need to track. Shift Totals are stored locally on each POS terminal. To reset accumulated Shift Totals: 1) Select Retailer Options, then Shift Totals from the main screen 2) Select Reset 3) If current Cashier is not a Supervisor, then the terminal displays an error message and returns to the Shift Total menu 4) Terminal prints receipt containing current shift totals and last date/time totals were reset, then resets shift totals. To print a Shift Total, follow the steps below: 1) Select Retailer Options, then Shift Totals from the main screen 2) Select Print 3) Terminal prints receipt containing current shift totals and last date/time totals were reset TERMINAL TOTALS REPORT This report is a daily total of sales made on a particular terminal (POS device). To run a Terminal Totals report, follow these steps:

9 1) Select Retailer Options, then Reports from the main screen 2. Select Terminal Totals 3) Terminal verifies all Retailer Receipt Copies have been printed first and reset before continuing. If not, the terminal displays an error and returns to the to the Retailer Options menu 4) Terminal prompts for Supervisor ID and Password 5) Enter Supervisor ID and Password 6) Terminal prompts for Report Date 7) Enter Report Date 8) Terminal prompts for Terminal ID 9) Enter Terminal ID 10) Terminal sends Terminal Totals Report request to host system 11) Terminal prints receipt containing report data or error result from host system When do I request a claim/adjustment? Each business day, retailers must balance or reconcile the transaction receipts with the Host Totals Report. If retailers discover that the net values or amounts of these items do not match, there may be an out-of-balance situation. If a system error caused the out-of-balance, an adjustment request (also known as a claim or correction request) may be filed. A system error is defined as a problem with the POS device or software, telecommunication lines, or the network. How do I file a claim/adjustment request? Call the Retailer Customer Service Call Center within six business days of the transaction date to file an adjustment request. The Call Center will collect the necessary information regarding the transaction, including a faxed copy of the receipt, and will submit an adjustment request on the retailer s behalf. If the error is not reported within five calendar days of the transaction, the request may be denied in accordance with federal regulations. How long will it take to process my claim/adjustment? Federal and state regulations require that an EBT cardholder must receive written notice before an adjustment can be made to his/her account. After an adjustment request is filed, it will take 15 calendar days before the EBT cardholder s account can be debited. After the 15 calendar day waiting period (25 calendar days waiting period for cash benefits), there are several possible outcomes: An EBT cardholder may dispute the adjustment and request a Fair Hearing, which is an administrative function of the county. If a Fair Hearing is requested, the adjustment will be suspended until the Fair Hearing is held. Retailers must be available for the Fair Hearing process. An EBT cardholder may present additional information that does not agree with the adjustment request. If this occurs, the retailer may be asked to provide additional information or the adjustment request may be denied. If the waiting period has passed and the EBT cardholder has not disputed the adjustment request, an attempt will be made to debit the EBT cardholder s account. If sufficient funds are available, the EBT cardholder s account will be debited and the retailer will receive settlement for the adjustment within 45 calendar days. If the EBT cardholder s account does not have sufficient funds to cover the amount of the adjustment, attempts will be made to debit the account for the remainder of the month and for one future month. At the end of the second month, if there are still insufficient funds, the adjustment request will be denied in accordance with federal and state adjustment regulations. After the 15 calendar day waiting period, retailers may call the Retailer Customer Service call Center for a status on the adjustment. Adjustment payments will be sent to the retailers bank using direct deposit. Retailers should check the bank statement to ensure the correct adjustment amount has been received. What happens when an EBT Cardholder files an adjustment? Retailers will be notified if an EBT cardholder has filed an adjustment that may result in a debit to their account. To deny an EBT cardholder s claim, retailers must verify whether goods or cash were given to the EBT cardholder by faxing a copy of the receipt or other supporting documentation (e.g., manual voucher or Host Totals Report). Documentation is required within ten business days. If proper documentation is provided within ten business days, the adjustment request is normally

10 denied and an adjustment is not made. If the retailer agrees that the EBT cardholder did not receive goods or cash for the transaction, if the retailer does not reply within three business days, or if the retailer cannot provide supporting documentation, the EBT cardholder will be credited and the retailer s bank account will be debited for the amount of the EBT cardholder s adjustment request. UPDATING/CHANGING ACCOUNT INFORMATION How do I change my registered bank account information? If you need to change the designated bank account that the ACH settlement is sent to, please note that this process must begin within fourteen (14) days of when the actual bank change will occur. To start the process, contact the Retailer Customer Service Call Center. The Customer Service Representative will either fax or mail you an ACH Retailer Settlement Authorization form. You will need to complete the form, include a voided check, and mail these 2 items to the address included in the ACH form. It is recommended the old bank account is left open until you see deposits into the new bank account. How do I update my telephone number or address that is associated with my EBT Retailer account? To change your contact information, you need to contact the USDA office. The USDA office will then contact us with the update. How do I update the name of my establishment? Once the business name has officially been established, you will need to contact the USDA office to update the information. The USDA office will then contact us with the update. How do I update the name of my establishment with a new business owner? Once the business name has officially been established, you will need to contact the USDA office to get a new FNS number. Once you get a new FNS number you can call us to confirm the transformation. What do I do if my establishment has changed ownership? If your establishment has changed ownership and you are using State-supplied POS devices it is very important to return the POS devices, as it is tied to the old Owner s bank account. But first, you will need to call the local USDA FNS field office to report the change and apply for a new FNS number. Once you have your new FNS number, you will then need to contact the Retailer Customer Service Call Center to notify us of the change. We will send you a new POS device that is configured with your new FNS number, and a prepaid shipping label for returning the OLD POS equipment. You will need to return the old POS equipment as soon as possible, as the prepaid shipping label has an expiration date. Why did I get a W-9 form with my contract, and why do I need to file a 1099 form every year? As a result of changes to the IRS tax code in 2011, Federal Tax Law requires XEROX, as the EBT vendor for your state, to have your Taxpayer Identification Number (TIN) on file. Under this new rule, XEROX is required to report your SNAP redemptions to the IRS. The TIN you provided to us on the W-9 form is needed in order for XEROX to issue the IRS Form 1099 to you every year. If you would like to learn more about the IRS mandated regulation, please visit and search for IRS REG Or contact your tax preparer for more information.

11 When should I expect to receive my 1099 form from XEROX? 1099s will be mailed on or before January 31st. If you have not received your 1099 by mid- February, please contact the Retailer Help Desk.