Your. responsibilities as a Cashcard ATM Merchant. Customer/Merchant Funded

Transcription

1 Your responsibilities as a Cashcard ATM Merchant Customer/Merchant Funded

2 Merchant Responsibilities 1. Balancing your ATM What is a settlement? When you perform a settlement on the Cashcard ATM on your premises, you are crediting the amount of cash dispensed from the ATM (since the last settlement) back into your nominated bank account. Performing a settlement Some ATMs have an alternate name for settlement. The ATM on your premises may refer to settlement as either Day Close or Settle Terminal. Cashcard recommends that you perform settlement only once a day ideally either before 8pm EST or before you open for business. This will minimise confusion when you are balancing the ATM. Important: If you perform more than one settlement each day, only the first settlement total will be credited to your account the following business day. The remaining settlement totals will be held over until the next settlement payment (two business days). Recording your daily settlement Every merchant is required to keep a record of daily settlement. Daily recording will allow you to isolate any balancing issues for fast resolution. The following steps should be undertaken for daily settlement: Store your daily Day Close or Settle Terminal receipt Record the physical start cash (the amount of cash you put into the ATM at the beginning of the day) Record the physical end cash (the amount of cash left at the end of the business day) Cashcard recommends using the ATM Balancing Booklet provided to you on installation of your ATM. If you have completed the booklet and require another, please Cashcard ATM Settlements at: atmsettlements@firstdata.com.au 2 Merchant Responsibilities

3 Forced settlement If you do not complete a daily settlement between the hours of 12am (midnight) and 8pm EST, Cashcard will automatically perform a settlement on the ATM. A forced settlement will ensure that you always receive a daily credit of funds to your nominated bank account. However, the amount deposited to your bank account from a forced settlement may not necessarily match your records. Therefore Cashcard recommends merchants perform a settlement every day, prior to the forced settlement time, to avoid any confusion. Time zones With different time zones in Australia, each state will differ in their forced settlement time. Please refer to the following table to determine the cut off time for your location. Eastern Daylight Savings Time New South Wales Before 8pm Nightly (20:00) Victoria Before 8pm Nightly (20:00) Queensland Before 7pm Nightly (19:00) Australian Capital Territory Before 8pm Nightly (20:00) Tasmania Before 8pm Nightly (20:00) South Australia Before 7.30pm Nightly (19:30) Western Australia Before 5pm Nightly (17:00) Northern Territory Before 6.30pm Nightly (18:30) Eastern Standard Time New South Wales Before 8pm Nightly (20:00) Victoria Before 8pm Nightly (20:00) Queensland Before 8pm Nightly (20:00) Australian Capital Territory Before 8pm Nightly (20:00) Tasmania Before 8pm Nightly (20:00) South Australia Before 7.30pm Nightly (19:30) Western Australia Before 6pm Nightly (18:00) Northern Territory Before 7.30pm Nightly (19:30) Cashcard Australia Limited

4 Performing a subtotal If you wish to check how much cash has been dispensed from the ATM but do not want to perform a full settlement, you can perform a subtotal. The ATM may also refer to a subtotal as either a Trial Day Close or Totals Inquiry. A subtotal can be performed multiple times throughout the day without resetting the ATM to zero. If you require assistance performing a subtotal or have further questions about balancing the ATM, contact the Cashcard Help Desk on or atmsettlements@firstdata.com.au 2. Electronic Journals The electronic journal is a file that is saved on the hard disk of the ATM and contains a record of all ATM transactions and settlement information. Electronic journals are an essential part of managing the ATM. Not only does it provide settlement information for balancing your business accounts, but in the event of a transaction dispute, the electronic journal may be required to verify the amount of cash that has been dispensed from the ATM. Cashcard recommends that you download the electronic journal from the ATM once a month. This will allow you to accurately track and balance your cash, and it will also prevent the hard drive inside the ATM from reaching full capacity. Downloading the electronic journal each month will help you achieve optimum performance from your ATM. How to download the electronic journal: 1. If you have a Wincor-Nixdorf ATM installed, insert a 512MB USB drive into the USB port inside the ATM. If you have an NCR ATM installed, insert an unused formatted 1.4MB floppy disk into the floppy disk drive inside the ATM. 2. Follow the menu prompts on screen to download the electronic journal. 3. Store the electronic journal in a secure location for a minimum period of 12 months. If a transaction dispute occurs, you will be required to send the relevant month electronic journal to Cashcard s Transaction Disputes Team via atmsettlements@firstdata.com.au Alternatively you can post the electronic journal to: Transaction Dispute Team Cashcard Australia Limited PO Box 1509, North Sydney NSW 2059, Australia Note: Please do not post your personal USB. 4 Merchant Responsibilities

5 3. Transaction Disputes In rare circumstances, you may be approached by a cardholder saying they did not get the correct cash they requested from the ATM. Should this occur, there is an investigation process that must be understood and followed: 1. Advise your customer to contact their bank and lodge a transaction dispute. The customer will need to have the ATM receipt from the disputed transaction. If they do not have the receipt, they must be able to advise the bank of the ATM location, estimated time of transaction and original amount requested. 2. The bank will contact Cashcard and request verification of the error. Cashcard has a complete investigation process which includes analysis of the customer s card and account details and information from each party involved in processing the transaction. This usually requires investigating the electronic journal from the ATM. 3. If Cashcard has not received a copy of the electronic journal for the period covering the disputed transaction, you will be required to send it to Cashcard. 4. Cashcard will contact the bank with results of the investigation and resolve the transaction dispute. You should have already received some onsite training when the ATM was installed, helping you to understand the electronic journal and its importance in the transaction dispute process. If you have any questions or require further assistance with transaction disputes, contact the Cashcard Help Desk on Merchant Claims What to do when you have a settlement query (missing money). If after you have settled and balanced the ATM and believe you are physically missing money from your remaining amount, you must contact Cashcard in order to lodge a claim and start an investigation. Note: In order for Cashcard to lodge a claim on your behalf, you should contact Cashcard within 10 days from the date of the settlement in question. If you do not contact Cashcard within this 10 day period, there is no guarantee the claim can be resolved. Cashcard Australia Limited

6 Cashcard require the following information to complete an investigation: Date you cashed your ATM Amount of cash you added to the ATM during the day Date & time the ATM was settled Total on the Day Close or Settle Terminal receipt Amount of cash left in each cassette A copy of the electronic journal covering the relevant period 4. ATM Security Any attack on an ATM is of concern to Cashcard and we take ATM security very seriously. Cashcard ensures industry best practice security measures are implemented, where applicable, across the entire Cashcard ATM network. However, there is an important role for each merchant to play in ensuring a secure environment is in place for the ATM, and for customers who use the ATM. In most instances once a Cashcard ATM is installed on your premises, you are responsible for maintaining the security arrangements. Cashcard, in consultation with its cash-service provider, has put together a checklist we recommend you consult when determining security requirements for your premises. Adopting these measures will assist you to provide a secure environment for you, the ATM and your customers. 1. Install an alarm Often the simplest deterrent is the most effective. It is highly recommended that you install an alarm that includes back-to-base monitoring, GSM backup and duress buttons. 2. Determine escalation procedures If an alarm is already installed which covers the ATM, or a third party has been contracted to secure your premises, ensure that escalation procedures are prepared which cover a security breach. If you and your staff are aware of what to do in the event of a security breach, you may save valuable time when reporting incidents to police, which can assist with the resolution of an investigation. 3. De-cash the ATM daily (if not cash serviced by Cashcard) If you cash the ATM yourself, we recommend that you only fill the ATM with sufficient cash for one day / session trading. If the ATM is equipped with a business hours safe, it is recommended that you de-cash the ATM at the end of each trading day and leave the ATM safe door open. 6 Merchant Responsibilities

7 Where cash is left in the ATM, ensure that the combination locks are secured and, where applicable, the alarms are set after hours. It is good practice to ensure that the premises are locked and customers removed from the premises during the short time it takes to replenish cash in the ATM. 4. Install signage as a deterrent Advertise that you do not keep cash on premises outside trading hours. Signage is generally available from your alarm company. 5. Consult regularly with your security provider If your premises is located within a shopping centre, we recommend you consult with Centre Management to determine after-hours security arrangements and confirm that these are acceptable for your premises. If you have contracted a third party to secure your premises, ensure you consult with them regularly so that you are aware of trends and new technology available to you to secure your premises. 6. Be vigilant Always be aware and mindful if there is anyone acting suspiciously around the ATM or your premises Regularly check the ATM for any external or foreign devices that may have been attached, particularly on the keypad, the card reader entry slot or in the cash dispense area Always ask for identification from anyone claiming to be a technician, or from a service company, and requesting to look at or perform work on the ATM Always confirm a visit by a Cashcard or third party technician by calling Cashcard on to validate the visit before allowing the person to access the ATM 5. Maintaining your ATM ATM insurance The maintenance agreement does not include coverage for vandalism, environmental damage or mishandling of the device therefore your contract requires you to insure the ATM for the full value. ATM maintenance First line troubleshooting is required between you and the Cashcard Technical Support team if the device has malfunctioned and requires repairs. If you are experiencing technical issues, please call Cashcard Australia Limited

8 Contact Cashcard Australia Limited Level Walker Street North Sydney NSW 2060 P F cashcard.com.au