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XEROX SNAP EBT Retailer Policy & Procedures Manual

1. Page 67 EBT Retailer Policy amp Procedures Manual Cash Withdrawal Manual Entry Purpose Allows the EBT cardholder to withdraw cash from his her cash benefit account Note The EBT cardholder s card must be present for manual entry TERMINAL SCREEN ACTION Fri 01783788 12 00am E To begin terminal must be displaying Main Menu SWIPE CARD to Begin Screen Manual Entru F3 El Retailer Oetions F4 Press F3 Menus Entes Enter the card number on the terminal keypad then Enter Card Number press green enter key Must be 16 digits Select Transaction Press 4 to select Cash Withdrawal 1 Food Stamp Purchase 2 Food Stamp Return 3 Cash Purchase 4 Cash Withdraws 1 S Balance Inquiry Cash Mithoraual Manual entry requires override by supervisor must Manual Entry Override Required enter Supervisor ID then press green enter key Supru ID __ _ Cash Hithdraua 1 Must enter password for Supervisor ID then press Manual Entry Duerride Required green enter key Supru ID XXK Password Page 68 EBT Retailer Policy amp Procedures Manual Cash Withdrawal Manual Entry cont d TERMINAL SCREEN ACTION Ea Enter withdrawal amount on terminal keypad then Enter Amount press green enter key Cardholder enters PIN on the PIN pad and presses ENTER on PIN pad Cash Hithdrawa l XX XX Haiting for Customer toENTERPIN Screen will flas h Dialing Conn
2. 7 Close the paper roll cover by gently pressing directly on the cover until it clicks shut Allow a small amount of paper to extend outside the cover CAUTION To prevent damage to the print roller on the paper roll cover always close the cover by gently pressing down on the paper roll cover Maintaining the VeriFone POS device The VeriFone POS device has no user maintainable parts Cleaning the POS Device To properly maintain a VeriFone POS device clean it regularly to remove dust accumulations of dirt or grease and fingerprints To clean the POS device use a clean cloth slightly dampened with water and a drop or two of mild soap For stubborn stains use alcohol or an alcohol based cleaner CAUTION Never use thinner trichloroethylene or ketone based solvents they may deteriorate plastic or rubber parts Do not spray cleaners or other solutions directly onto the keypad or LCD screen Cleaning the Printer Every few months check and thoroughly clean the printer 1 Be sure the POS device is connected to a power source 2 Open the roll paper cover See Installing a Paper Roll 3 Lift out the paper roll and spindle from the paper roll cradle if necessary 4 Tip the POS device and tap it to remove any dirt dust or bits of paper present in the printer compartment Page 27 EBT Retailer Policy amp Procedures Manual 5 Re install the paper roll or install a new roll See Installing a Paper Roll Tro
3. Fri 01783708 12 00am C Terminal is activated and ready for operation SHIPE CARD to Begin Manual Entry FS Retailer Options F4 Page 44 EBT Retailer Policy amp Procedures Manual Logoff Clerk Terminal Purpose Logs the current clerk off and prints clerk s totals since logon Terminal Screen Fri 01783708 12 88am E Press Retailer Options F4 SWIPE CARD to Begin Manual Entry F3 Retailer Options F4 Retailer Options 1 1 Logon Logoff Clerk Press 1 for Logon Logoff Clerk 2 Reports 3 Shift Totals 4 Void Last Tran S Reprint Last Recpt y Back Main Logon Logoff Clerk Current Clerk RHEE P ress 2 for Loggoff c lerk i Logon Clerk 2 Logoff Clerk Back Main Terminal prints clerk totals Logoff Clerk APPROVED Press any key Clerk xxx Logged ore E Keep retailer receipt jy ec ane Note Prints a receipt with a logoff message and clerk logoff totals see receipt on next page Cte eae Terminal will not perform any transactions in this TERMINAL LOGGED OUT mode Logon Clerk F3 El Retailer Options F4 Page 45 EBT Retailer Policy amp Procedures Manual Logoff Clerk POS Device Receipt ABC Market 1234 Main Street Anywhere USA Ph 555 555 1234 Proc 1234567 Term 70000001 01 01 05 Clerk 1234 11 45 29am Clerk 1234 Logged Off Logon Time 01 01 05 09 26 29am LogoffTime 01 01 05 11 45 29am Logoff Totals Count Amount FOOD STAMP Purchase
4. Retailer Policy and Procedures Manual Pennsylvania EBT EBT Retailer Policy amp Procedures Manual Table of Contents IntroductioN sscscsscsscccsesscecesscsscsensesscesenscsscsenseccsecnscsscsensescssecssoeseees 4 Welcome to the Electronic Benefit Transfer EBT Program 4 I How to Use this Manual Format and Organization coccion sees ae os Whereto Call for He ly ai O A seve ele sisi iii Il Overview of the EBT PrograM cmooonccnnooonnoncononanccnonanacccocanncnoconanoc cos 6 EBT Program PUT POS A ONO 6 How Xerox Supports th Retailer oi oda 6 EBT Program General Policies and Guidelines ccccccecececessseeseteeseeseseesenesseseeeeseeesseneenees 6 Ill Supplemental Nutrition Assistance Program SNAP ssseeees 7 U S Department of Agriculture Food and Nutrition Service EBT Program Regulations 7 IV Overview of Cash Benefits csssccccsssssssesssssssscssssessesscsscsecscseseees 9 Program GUIAEIMES iria ie atada 9 Retailer Guidelines Regarding Cash Back cscsscssssssssssesesssesesseseneeseeeeseaseeesenessesaseenees 9 Cash Benefit Purchase cali aaa 10 Cash Without Purchase at Point of Sale POS sissssirinessssseriiverrseesissevisasrinsnrsesisesssssnisssesa 10 Cash at In Store ATMS iii En 10 V EBT Card and Personal Identification Number PIN sss00 lI The EBT Crd a E ERED A Ro 11 Personal Identification Number PIN lt a a 11 VI Point of Sale POS Devi
5. ABC Market 1234 Main Street Anywhere USA 555 555 1234 Proc 26012345 Term T0000001 01 01 09 Clerk 1234 Supv 1111 10 00 01am Food Stamp Return SNAP Return Denied Receipt Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 01 Balance Summary ABC Market FS Begin Bal 225 00 1234 Main Street FS Return Anywhere USA 555 555 1234 FS End Bal 247 17 Proc 26012345 Cash Balance 150 00 Term T0000001 01 01 09 Clerk 1234 Supv 1111 10 00 01am Result Approved Auth 027366 Trace 000092 00000738057636 Food Sta mp Return ASEP COE Card Num XXXXXXXXXXXXXXX0001 Amount 252 00 V1 00 021 094 000 000 000 000 000 Result DENIED 61 Reason Return Exceeds Limit Trace 000097 000000069149636 DO NOT ACCEPT GOODS V1 00 021 094 000 000 000 000 000 Page 54 EBT Retailer Policy amp Procedures Manual SNAP Benefit Return Manual Entry Purpose Allows an EBT cardholder to return food and receive credit to his her SNAP benefit account TERMINAL SCREEN ACTION Fri 01703709 12 00am To begin terminal must be dis playing Main Menu SWIPE CARD to Begin Screen Manual Entry F3 Retailer Detions F4 Press F3 EAS Enter the card number on the terminal keypad then Enter Card Number press green enter key Select Transaction Press 2 to select Food Stamp Return i Food Stamp Purchase 2 F ood Stamp Return 3 Cash Purchase 4 Cash Withdrawal S Balance Inquiry Food Stamp Return Food Stamp Return requi
6. j Retailers may not charge tax on SNAP transactions Ill Supplemental Nutrition Assistance Program SNAP USDA Food and Nutrition Service EBT Program Regulations Retailers must continue to follow the EBT Program regulations as issued by the FNS under the EBT SNAP Program Eligible Food Purchases The following is a review of those food categories that can be purchased with SNAP benefits a Any food intended to be eaten at home by people including snacks beverages and seasonings b Seeds and plants to grow food not flowers or birdseed c Cold prepared items such as salads and sandwiches intended to be eaten at home d Food purchased cold then heated in the store and consumed outside the store 1 Formerly the Food Stamp Program Although the term food stamp is no longer used certain screens on the POS device still reference food stamp Page 7 EBT Retailer Policy amp Procedures Manual Ineligible Food Purchases Funds in the EBT cardholder s SNAP benefit account cannot be used to purchase the following items a Alcoholic beverages and cigarettes tobacco products b Hot foods ready to eat c Hot or cold food to be eaten at a lunch counter in a dining area or anywhere else in the store d Vitamins or medicines e Pet foods f Any non food items such as tissues soaps or other household goods YS wH a At no time may a retailer exchange SNAP benefits for cash Information f
7. 25 00 Proc 1234567 Cash End Bal 125 00 Term T0000001 01 01 05 Clerk 1234 10 00 01am FS Balance 250 00 AAA Result Approved Cash Purchase Auth 007852 Settlement Date 01 01 DISPENSE GOODS V1 00 021 094 000 000 000 000 000 Cash Begin Bal 150 00 Cash Purchase 160 00 DENIED Cash End Bal 150 00 FS Balance 250 00 Result DENIED 51 Auth Insufficient Funds Trace 000092 00000738057636 DO NOT DISPENSE GOODS V1 00 021 094 000 000 000 000 000 Page 60 EBT Retailer Policy amp Procedures Manual Cash Purchase with Cash Back Receipts CP with Cash Back Approved Receipt ABC Market 1234 Main Street Anywhere USA Ph 555 555 1234 Proc 1234567 Term T0000001 01 01 05 Clerk 1234 10 00 01am Cash Purchase W CB Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 01 CP with Cash Back Denied Receipt ABC Market 1234 Main Street Anywhere USA Balance Summary Cash Begin Bal 150 00 i Cash Purchase 25 00 Ph 555 555 1234 Cash Back 30 00 Proc 1234567 eee Term T0000001 01 01 05 h End Bal 95 Cash end pa ue Clerk 1234 10 00 01am FS Balance EE Result Approved Cash Purchase W CB Auth 007852 Trace 000092 00000738057636 Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 01 DISPENSE 30 00 Balance Summary Cash Begin Bal 150 00 V1 00 021 094 000 000 000 000 000 Cash Purchase Cash Back Cash End Bal FS Balance 25 00 DENIED 160 00 D
8. Customer Service Call Center to obtain a Pennsylvania Retailer Settlement Authorization Form When is ACH Credits Available at the Bank The system generates an ACH credit immediately following system cut off each afternoon based on the retailer business day The Xerox system has a system cut off time of 3 30 p m Eastern Standard Time EST Retailers have selected a POS device cut off time on the signed EBT agreement If the selected cut off time is after the system cut off time the ACH is sent the next business day The funds are sent to the retailer s bank on a daily basis and become available based upon the individual bank s rules How Will a Retailer Know if the Amount of the Credit Is Correct The credit a retailer receives through ACH corresponds to the transaction total for the retailer business day If the cut off time specified to the EBT system ends after 3 30 p m EST the ACH reimbursement amount is for the prior business day Individual bank policies also determine when ACH credit debit is applied This could delay a retailer s ACH reimbursement by an additional day after the respective business day If a reimbursement credit does not arrive at a retailer s bank within three banking days of the respective retail business day the retailer should first contact his her bank to determine if all ACH credits have been posted for that day The retailer can then call the Retailer Customer Service Call Center A representative
9. Denied T ti Do not dispense goods Give the receipt to cardholder Note The DENIED code on this transaction is 51 This shows the cardholder did not have sufficient funds in his her cash account to cover the purchase amount Enter cash back amount on terminal keypad then press green enter key Cardholder enters PIN on the PIN pad and presses ENTER on PIN pad Screen will flash Dialing Connected Sending Receiving Check whether transaction approved or denied Approved Transaction Give receipt to cardholder Dispense goods Dispense cash back amount listed on the receipt EBT Retailer Policy amp Procedures Manual Cash Purchase Card Swipe cont d TERMINAL SCREEN ACTION DENIED 51 4 Check whether transaction approved or denied Insufficient Funds DO NOT DISPENSE GOODS E Give ore Cree to Denied Transaction a a Do not dispense goods Do not dispense cash Give the receipt to cardholder lt lt Press Any Key gt gt Page 59 EBT Retailer Policy amp Procedures Manual Cash Purchase Receipts Cash Purchase Approved Receipt ABC Market 1234 Main Street Anywhere USA Ph 555 555 1234 Proc 1234567 Term T0000001 01 01 05 Clerk 1234 10 00 01am Cash Purchase Cash Purchase Denied Receipt Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 01 ABC Market Balance Summary 1234 Main Street A eeaeee Anywhere USA Cash Begin Bal 150 00 Ph 555 555 1234 Cash Purchase
10. must enter Supervisor ID then press green enter key Must enter password for Supervisor ID then press green enter key Enter purchase amount on terminal keypad then press green enter key Cardholder enters PIN on the PIN pad and presses ENTER on PIN pad Waiting for Customer to ENTERIPIN y Screen vill then flash Dialing Connected Sending Receiving Check whether transaction approved or denied Food Stamp Purchase APPROVED DISPENSE GOODS Approved Transaction Dispense goods Give receipt to cardholder Give receipt ta CUSTOMER lt lt Press Any Key gt gt Notes If this transaction is denied the terminal screen and receipt will be the same as displayed under the previous transaction Food Stamp Purchase Card Swipe Page 51 EBT Retailer Policy amp Procedures Manual SNAP Benefit Return Card Swipe Purpose Allows an EBT cardholder to return food and receive credit to his her SNAP account TERMINAL SCREEN ACTION Fri 1763768 12 00am To begin terminal must be displaying Main Menu SWIFE CARD to Begin Screen Manual Entry F3 El Swipe EBT card Retailer Options F4 Select Transaction Press 2 to select Food Stamp Return 1 Food Stamp Purchase 2 Food Stane Return 3 Cash Purchase 4 Cash Withdrawal 5 Balance Inquiry Food Stamp Return Food Stamp Retum requires override by supervisor p OS must enter Supervisor ID then press green enter key SURROUND
11. A Food Stamp Return Must enter password for Supervisor ID then press OVERRIDE REQUIRED green enter key Supry ID KXXX Password Food Stane Return Enter retum amount on terminal keypad then press Enter Amount A green enter key Page 52 EBT Retailer Policy amp Procedures Manual SNAP Benefit Return Card Swipe cont d TERMINAL SCREEN ACTION Food Stamp Return J Cardholder enters PIN on the PIN pad and presses fee E ENTER on PIN pad Waiting for Customer toENTERPIN Screen vill flash Dialing Connected Sending Receiving Food Stane Return Check whether transaction approved or denied ACCEPT GOODS E noes Approved Transaction pee muse Give receipt to cardholder Accept returned items A Gat Check whether transaction is approved or denied Return Exceeds Limit DO NOT ACCEPT GOODS E Denied Transaction SAS OA Give receipt to cardholder Retum amount exceeds limit Call Retailer Helpline for retum limit issues Note The DENIED code on this transaction is 61 The dollar amount entered on this return transaction exceeds a retum limit established for the cardholder s benefit authorization There are a number of different reasons a transaction can be denied Each denied reason has its own code number which is defined in the Error Messages section of this manual Page 53 EBT Retailer Policy amp Procedures Manual SNAP Benefits Return Receipts SNAP Return Approved Receipt
12. 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 e 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 Page 77 EBT Retailer Policy amp Procedures Manual 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 Page 78 Retailers will be notified if an EBT cardholder has filed an adjustment that may result in a deb
13. Manual Entry cont d TERMINAL SCREEN ACTION Cardholder enters PIN on the PIN pad and presses ENTER on PIN pad Balance Inquiry Waiting for Customer toENTERPIN Screen will flash Dialing Connected Sending Receiving Give the receipt to the cardholder Balance Inquiry APPROVED Note The receipt will be the same as displayed Give receipt to CUSTOMER under the previous transaction Balance Inquiry Card lt lt Press Any Key gt gt Swipe Page 73 EBT Retailer Policy amp Procedures Manual Void Last Transaction Purpose Allows the retailer to void the last successful transaction performed on the POS device TERMINAL SCREEN ACTION Fri 61 83 03 12 00am To begin terminal must be displaying Main Menu SWIPE CARD to Begin Screen Manual Entry F3 El Retailer Options F4 Press F4 DS Press 4 to select Void Last Transaction i Logon Logoff Clerk 2 Reports S Shift Totals 4 Void Last Tran Last Tran Press 1 for Yes 2 for No then press green enter Tupe of Transactions don A key Void Tran Se a If 1 Yes is pressed proceed to the next screen If 2 No is pressed the screen will go back to the previous screen DE Voiding last transaction requires override by are eee supervisor must enter Supervisor ID and then press Semel Ls een green enter key a ee Must enter password for Supervisor ID then press OVERRIDE REQUIRED green enter
14. Purchase 250 00 252 00 DENIED FS End Bal 250 00 Cash Balance 150 00 Result DENIED 51 Auth Insufficient F unds Trace 000092 00000738057636 V1 00 021 094 000 000 000 000 000 Page 49 EBT Retailer Policy amp Procedures Manual SNAP Benefit Purchase Manual Entry Purpose Manual entry of the EBT card number is allowed through the device if e The magnetic stripe on the cardholder s card is damaged e The device is not reading cards correctly and needs technical assistance Note The EBT cardholder s card must be present for manual entry TERMINAL SCREEN ACTION Fri 01703709 12 00am To begin terminal must be dis playing Main Menu SWIPE CARD to Begin Screen Manual Entry F3 Retailer Options F4 Press F3 DER Enter the card number on the terminal keypad then Enter Card Number press green enter key Must be 16 digits O Press 1 to select Food Stamp Purchase i Food Stamp Purchase 2 Food Stamp Return 3 Cash Purchase 4 Cash Withdrawal 5 Ba lance Inquiry Main Page 50 EBT Retailer Policy amp Procedures Manual SNAP Benefit Purchase Manual Entry cont d TERMINAL SCREEN ACTION E Food Stamp Purchase requires override by supervisor Food Stamp Purchase MANUAL ENTRY OVERRIDE REQUIRED Sueru ID __ _ Food Stamp Purchase MANUAL ENTRY OVERRIDE REQUIRED Suprv ID Aaa Password Food Stamp Purchase Enter Amount Food Stamp Purchase RRA
15. Supervisor ID and password Transaction Steps 1 2 Se ONC Sy OT ee Select Retailer Options then Reports from main screen Device verifies all Retailer Receipt Copies have been printed first and resets automatically before continuing If not the POS device displays an error and returns to the Retailer Options menu Select Clerk Totals Device prompts for Supervisor ID and Password Enter Supervisor ID and Password Device prompts for Clerk ID Enter Clerk ID Device prompts for Settlement Date Enter Settlement Date Device sends Clerk Totals Report request to the EBT host system Device prints receipt containing report data or error result from the EBT host system Terminal Totals Report Purpose Allows the retailer to print daily debits credits for all SNAP and cash transactions accumulated at a particular POS device This report requires a Supervisor ID and password Transaction Steps SI Page 38 Select Retailer Options then Reports from main screen Select Terminal Totals Device prompts for Supervisor ID and Password Enter Supervisor ID and Password Device verifies all Retailer Receipt Copies have been printed EBT Retailer Policy amp Procedures Manual first and reset before continuing If not the POS device displays an error and returns to the Retailer Options menu Device prompts for Terminal ID Enter Terminal ID Device prompts for Settlement Date Enter Settlement Date
16. USA Ph 555 555 1234 Proc 1234567 Term T0000001 01 01 05 Clerk 1234 10 00 01am Balance Inquiry Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 01 Balance Summary FS Balance 250 00 Cash Balance 150 00 Result Approved Auth 007852 Trace 000092 00000738057636 CUSTOMER COPY Page 71 EBT Retailer Policy amp Procedures Manual Balance Inquiry Manual Entry Purpose Allows an EBT cardholder to get a printed receipt showing the balance in his her SNAP and or cash benefit account s Note The EBT cardholder s card must be present for manual entry TERMINAL SCREEN ACTION Frieiea e3 12 00am To begin terminal must be displaying Main Menu SWIPE CARD to Begin Screen Manual Entra F3 El Retailer Options F4 Press F3 Manual Entry Enter the card number on the keypad then press Enter Card Number green enter key Must be 16 digits Select Transaction Press 5 to select Balance Inquiry i Food Stamp Purchase 2 Food Stamp Return 3 Cash Purchase 4 Cash Hithdrawa l S Balance Inquiry ERIE HEAL Manual entry requires override by supervisor must Manual Entry Override Required enter Supervisor ID press green enter key Sueru DEL see Balance tnauins Must enter password for Supervisor ID then press Manual Entry Override Required green enter key Supry ID HHH Passuord Page 72 EBT Retailer Policy amp Procedures Manual Balance Inquiry
17. cash account The authorization process swiping the EBT card through the POS device guarantees to the retailer that the EBT cardholder s cash account has an adequate balance to cover the cash withdrawal amount EBT only retailers are not permitted to charge a fee for this service Cash at In Store ATMs EBT cardholders can withdraw cash from their cash accounts at ATMs located inside a retailer s store Today most ATMs located at retailers and Banks accept EBT cards Page 10 EBT Retailer Policy amp Procedures Manual V EBT Card and Personal Identification Number PIN The EBT Card The EBT card allows a cardholder to use SNAP benefits at FNS authorized retailers through POS devices An EBT cardholder can also obtain the current SNAP benefit account balance by referring to his her last receipt doing a balance inquiry at a POS device or ATM or by calling the EBT Cardholder Customer Service telephone number located on the back of the EBT card The EBT card is a plastic card the same size as credit debit or ATM cards The EBT cardholder s Primary Account Number PAN is located on the face of the card The back of the card contains the EBT cardholder s signature and a magnetic stripe that contains the information needed to process an EBT transaction through the POS device The EBT cardholder uses the same card month after month In addition to processing transactions for in state EBT cardholders retailers are also requ
18. key Supry ID XX8 Page 74 EBT Retailer Policy amp Procedures Manual Void Last Transaction cont d TERMINAL SCREEN ACTION Swipe card if available Void Last Tran Suipe or tupe card OR number from last transaction Enter card number on terminal keypad then press green enter key Back Screen will flash Dialing Connected Sending Receiving TS Give the receipt to cardholder APPROVED Void Successful Give receipt to CUSTOMER lt lt Press Any Key gt gt Page 75 EBT Retailer Policy amp Procedures Manual Void Last Transaction Receipt Void Last Transaction Receipt ABC Market 1234 Main Street Anywhere USA Ph 555 555 1234 Proc 1234567 Term T0000001 01 01 05 Clerk 1234 Supv 8888 10 00 01am Void Last Tran Food Stamp Purchase Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 01 Balance Summary FS Begin Bal 193 26 FS Purchase 56 74 VOIDED FS End Bal 250 00 Cash Balance 150 00 Result Approved Auth 020030 Trace 000092 00000738057636 CUSTOMER COPY Page 76 EBT Retailer Policy amp Procedures Manual XVI Frequently Asked Questions 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 situatio
19. prints receipt indicating result of Change Clerk Password request 14 If the change fails the POS device will print a receipt with the result Denied E1 reason invalid User ID Pwd Settle Clear Voucher Transaction Purpose Allows the retailer to settle clear manual voucher transactions once the POS device system is working again Manual voucher settlement moves the funds from the EBT cardholder account to the retailer account Manual vouchers can only be used for SNAP benefit transactions Transaction Steps Select Retailer Options then Voucher Clear from main screen Select Food Stamp Device prompts for customer s card number Enter customer card number Device prompts for Voucher Number Enter Voucher Number Device prompts for Voucher Authorization Number OY SIE Ge Page 37 EBT Retailer Policy amp Procedures Manual Enter Voucher Authorization Number Device prompts for whether this is a Purchase or Return voucher Select Purchase or Return If Return device prompts for a Supervisor ID and password Device prompts for Purchase Amount Enter Purchase Amount Device sends Voucher Transaction Settlement transaction to EBT host system Device prints receipt containing result of voucher settlement transaction Clerk Totals Report Purpose Allows the retailer to print daily debits credits for all SNAP and cash EBT transactions totaled for a particular clerk This report requires a
20. records available for an audit upon request of representatives of Xerox or authorized state and federal government agencies during the retailer s normal business hours In addition upon written notice from Xerox a retailer must deliver the requested EBT related documents for review within 14 business days d Retailers may not enter an EBT cardholder s PIN for the cardholder An EBT cardholder must enter his her own PIN Page 6 EBT Retailer Policy amp Procedures Manual e EBT only retailers must give EBT cardholders a printed POS device receipt for each transaction in addition to the normal cash register receipt Some TPPs integrated systems may produce a single cash register EBT receipt When using manual vouchers retailers must give EBT cardholders their copy of the manual voucher f Retailers are asked to place the Quest window decal in the front window or on the entrance door to inform EBT cardholders they can use their cards at this location g EBT only retailers must report settlement bank account changes to Xerox in writing 14 days prior to the effective date for the new account h TPP retailers must report settlement bank account changes to their TPP in writing 14 days prior to the effective date for the new account i Retailers must return all EBT only equipment if leaving the EBT Program or opting to use a TPP Retailers must call the Retailer Customer Service Call Center for procedures to return equipment
21. the initial supply of manual vouchers with the EBT store signage Retailers must use an original manual voucher form therefore a retailer should ensure there are a sufficient number of manual vouchers available at the retail location Retailers may not use photocopies of manual vouchers Retailers must call the Retailer Customer Service Call Center to receive more vouchers Voucher supplies are provided free of charge to the retailer Processing a Manual EBT Transaction Retailers should follow the procedures outlined below when processing a manual EBT transaction Step 1 Calculate the amount of the sale and ask the EBT cardholder to present his her EBT card Step 2 Complete all sections of the manual voucher except for the authorization number the amount and the signatures Complete the authorization number authorized transaction amount and the signatures after the telephone call to the Retailer Customer Service Call Center Page 19 EBT Retailer Policy amp Procedures Manual Step 3 Have the total amount of the purchase available before calling the Retailer Customer Service Call Center The caller must provide the ARU or the CSR with the exact dollar amount of the purchase or refund Place the telephone call to the Retailer Customer Service Call Center The ARU prompts the caller to enter the following information on the telephone keypad e Retailer s FNS Authorization Number e EBT Card Number e Transaction Type e
22. training mode is disabled before completing actual transactions Any transactions performed with the training mode turned on are not processed completed or submitted No data is saved from the training mode and the retailer will not be paid for transactions performed in training mode Transaction Steps 1 Select Retailer Options then page down to Terminal Config from main screen 2 Page down to next menu and Select Training Mode 3 Device displays current status of Training Mode on or off Page 40 EBT Retailer Policy amp Procedures Manual and prompts for confirmation to change the mode Select Yes 4 The device prompts for Installer Setup password before changing the Training Mode 5 Device changes the state of the Training Mode and prints a receipt showing the mode change 6 If disabling Training Mode then the device returns to the exact configuration state it was in before entering Training Mode 7 Ifenabling Training Mode then the current device configuration is saved for later restoration The POS device continues operation in Training Mode using the current configuration simulating communication to the EBT host system and generating simulated responses Print and Reset Retailer Receipt Copies Purpose Allows the retailer to configure how and when the POS device prints the retailer copy of receipts Normally every time the retailer processes a transaction the cardholder copy must be printed first torn off and f
23. transaction The EBT cardholder entered PIN must match the PIN on record to complete the transaction Page 12 EBT Retailer Policy amp Procedures Manual Vil Retailer Service Customer Service Call Center Retailer Customer Service Call Center Telephone Numbers All retailers should call the Retailer Customer Service Call Center for EBT policy and other general EBT information All retailers should call the Retailer Customer Service Call Center for manual voucher authorizations EBT only retailers should call the Retailer Customer Service Call Center for settlement issues and questions Retailers may initiate a correction request adjustment and may from time to time be called upon to respond to an issuer initiated correction request Retailers should call the Retailer Customer Service Call Center for help and guidance in processing these requests EBT only retailers should call the Retailer Customer Service Call Center for POS processing or equipment failure and other related problems and issues Retailers must return all EBT only equipment if leaving the EBT Program or opting to use a TPP Retailers must call the Retailer Customer Service Call Center for procedures to return equipment Retailers who own or lease their own POS equipment should call the TPP who drives their POS equipment for POS processing supply equipment failure or settlement issues and problems at the telephone number supplied by their TPP or equi
24. version auto download time last download date time and whether or not a download is required Retailer Receipt Copies Mode setting Privilege control settings received back after activation EBT Retailer Policy amp Procedures Manual Communication Test Purpose Allows the retailer to verify communications with the online EBT host system Transaction Steps 1 Clerk selects Retailer Options then page down to Terminal Config from main screen 2 Clerk selects Communication Test 3 Device sends test transaction to the EBT host system 4 Device prints receipt showing results of Communication Test Page 43 EBT Retailer Policy amp Procedures Manual XV EBT Only Device Transactions Logon POS Device Clerk Purpose The POS device must be logged on to perform EBT transactions Terminal Screen Action ce eee To begin transactions clerk or supervisor must log TERMINAL LOGGED QUT on to terminal Press F3 Logon Clerk Clerk ID Enter Clerk Number on terminal keypad then press the green enter key Back Main Must be 4 numbers Logon Clerk Enter Clerk Password on terminal keypad then Bag ane press the green enter key Password Back Main Must be 4 to 8 numbers Press any key to begin transactions Logon Clerk APPROVED el Clerk KKKK Logged On Keep retailer receipt fr for records lt lt Press Any Key gt gt Note Prints a reciept with a logon message Clerk XXXX is logged on
25. 1 4 inch 57 mm wide roll The VeriFone device printer uses single ply thermal sensitive roll paper that is 2 1 4 inches 57 millimeters wide and about 82 feet 25 meters long Before you can process transactions you must load a paper roll into the printer unit This procedure is described below CAUTION Because impact friction temperature humidity light and oil affect the coloring and storage characteristics of thermal paper handle this type of paper carefully Never load a roll of paper that has any folds wrinkles tears or holes at edges or in the printing area For best results cut the leading edge of the paper instead of tearing it before feeding it into the printer Installing a Paper Roll 1 Turn on the POS device The green LED indicator will blink on and off indicating the printer needs paper 2 Press the button on the side of the POS device to unlatch the paper roll cover then rotate the cover up and back as shown below 3 Remove partial rolls of paper in the printer tray by lifting up 4 Loosen the glued leading edge of the paper or remove the protective strip from the new roll of paper and cut a straight edge across its leading end 5 Hold the roll so the paper feeds from the bottom of the roll Page 26 EBT Retailer Policy amp Procedures Manual 6 Drop the paper roll into the printer tray leaving about two inches of the paper sticking up past the serrated metal tear strip as shown below
26. 28 7366 Page 5 EBT Retailer Policy amp Procedures Manual Il Overview of the EBT Program EBT Program Purpose The purpose of EBT is to provide a more efficient system for the distribution of Commonwealth and federal benefits The goal is to use the existing electronic infrastructure to deliver benefits quickly and safely to EBT cardholders How Xerox Supports the Retailer Xerox provides the necessary training and assistance to all FNS authorized retailers The Xerox EBT Retailer Customer Service Call Center has a toll free telephone number and is available 24 hours a day seven days per week e Toclarify EBT Program policies and procedures to address training issues and to request other assistance and information e To provide manual voucher authorization for FNS authorized retailers e To provide assistance with equipment or settlement issues for EBT only retailers Retailers who own or lease their POS equipment should call their respective TPP customer service desk for assistance with equipment or settlement issues EBT Program General Policies and Guidelines The following program policies and guidelines apply to all retailers who choose to participate in the EBT Program a EBT retailers must comply with the FNS SNAP regulations The FNS SNAP regulations remain in effect under the EBT Program b Retailers cannot set a minimum dollar amount for an EBT SNAP benefit transaction c Retailers must make EBT transaction
27. ENIED 150 00 250 00 Result DENIED 51 Auth Insufficient Funds Trace 000092 00000738057636 DO NOT DISPENSE V1 00 021 094 000 000 000 000 000 Page 61 EBT Retailer Policy amp Procedures Manual Cash Purchase Manual Entry Purpose Allows an EBT cardholder to purchase any goods using his her cash benefit account Note The EBT cardholder s card must be present for manual entry TERMINAL SCREEN ACTION Fri 1703708 1210020 E To begin terminal must be displaying Main Menu SWIPE CARD to Begin Screen Manual Entra F3 El Retailer Options F4 Press F3 Manual Entry Enter the card number on the keypad then press Enter Card Number green enter key Must be 16 digits Select Transaction Press 3 to select Cash Purchase i Food Stamp Purchase 2 Food Stamp Return 3 Cash Purchase 4 Cash Withdrawal S Balance Inquiry Cash Purchase Manual entry requires override by supervisor must in ole A enter Supervisor ID the press green enter key SUS a fash Purchase Must enter password for Supervisor ID then press OVERRIDE REQUIRED green enter key Supru ID XXXX Password Page 62 EBT Retailer Policy amp Procedures Manual Cash Purchase Manual Entry cont d TERMINAL SCREEN ACTION Cash Purchase Enter Amount Enter purchase amount on terminal keypad then press green enter key Does the client want cashback in addition to the purchase 1 Yes 2 N
28. Exact Amount of the Transaction e Voucher Number If the retailer needs additional assistance he she can speak with a CSR Step 4A Step 4B Step 5 Page 20 If the purchase is approved write the authorization number on the manual voucher fill in the exact authorized purchase amount obtain the EBT cardholder s signature and ensure the cashier signs the voucher Be sure to fill in all blanks and make certain all signatures are on the voucher OR If the purchase is denied the retailer cannot finish completing the manual voucher If the purchase is denied because of Non Sufficient Funds NSF the retailer should request assistance from a CSR The CSR 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 Give the EBT cardholder the top white copy of the manual voucher The second copy of the manual voucher is the retailer s copy EBT Retailer Policy amp Procedures Manual Step 6A Retailers should complete a Manual Voucher Clear Transaction when the EBT equipment becomes operational Note Retailers a
29. P Benefit Purchase Mantal Entry cinc ii iaa 50 SNAP Benefit Return Card Swipe siii atan 52 Page 2 EBT Retailer Policy amp Procedures Manual SNAP Benefit Return Recelpisianii a daa csi 54 SNAP Benefit Return Manual Entry Balande Inquiry Manual ENUY voir ani att 72 Void Last Transaction dic 74 Void Last Transaction Receipt arusini is a BAG ici 76 XVI Frequently Asked Questions csscsccscssssscsssssscsscssssssesssssesens 77 Page 3 EBT Retailer Policy amp Procedures Manual Introduction Welcome to the Electronic Benefit Transfer EBT Program The Commonwealth of Pennsylvania has contracted with Xerox State amp Local Solutions Inc to implement and deliver Supplemental Nutrition Assistance Program SNAP and cash benefits electronically The program follows federal regulations adopted by the United States Department of Agriculture USDA Food and Nutrition Service FNS for administering SNAP benefits The EBT Program provides Commonwealth EBT cardholders electronic access to SNAP and cash benefits through a Point of Sale POS device using EBT cards with personal identification numbers PINs Xerox has designed the EBT Retailer Policy and Procedures Manual to provide the information needed to understand and participate in the EBT Program All retailers who choose EBT only equipment will receive this manual Retailers using their own equipment to process EBT transactions will rely on the user
30. POS device sends Terminal Totals Report request to the EBT host system 11 Device prints receipt containing report data or error result from the EBT host system SO STON o Retailer Totals Report Purpose Allows the retailer to print daily debit credits for SNAP and cash transactions This report requires Supervisor ID and password Transaction Steps 1 Select Retailer Options then Reports from main screen 2 POS device verifies all Retailer Receipt Copies have been printed first and reset before continuing If not the POS device displays an error and returns to the Retailer Options menu Select Retailer Totals Device prompts for Supervisor ID and Password Enter Supervisor ID and Password Device prompts for Settlement Date Enter Settlement Date Device sends Retailer Totals Report request to the EBT host system Device prints receipt containing report data or error result from the EBT host system SOGOU ON SER Go Shift Totals Report Purpose Allows the retailer to print accumulated shift totals since shift totals were last reset Shift totals allow the retailer a way to keep running totals from a particular point in time This is especially useful for tracking summary totals for multiple clerks using the same POS device throughout the day Shift totals are stored locally on each POS device This report requires a Supervisor ID and password Transaction Steps 1 Select Retailer Options then Shift Totals from ma
31. Retailer Help Desk Call Retailer Help Desk Vchr Already Cleared When performing a Manual Voucher Clear transaction an incorrect seven digit Voucher ID number was entered When performing a Manual Voucher Clear transaction an in correct voucher approval number was entered When performing a Manual Voucher Clear transaction the dollar amount that was entered is greater than the original Manual Voucher authorization amount When performing a Manual Voucher Clear transaction the EBT system was unable to complete the transaction with the information provided When performing a Manual Voucher Clear transaction the EBT system was unable to complete the transaction with the information provided When performing a Manual Voucher Clear transaction the EBT system determined that the Manual Voucher number entered has already been cleared and processed Resolution Re enter the Manual Voucher Clear transaction verify that all entries are correct If the problem persists call the Retail Helpline Re enter the Manual Voucher Clear transaction verify that all entries are correct If the problem persists call the Retail Helpline Re enter the Manual Voucher Clear transaction verify that all entries are correct If the problem persists call the Retail Helpline Call the Retail Helpline with the error code Call the Retail Helpline with the error code This Manual Voucher has already been clear
32. Swipe EBT card en Press 3 to select Cash Purchase 1 Food Stamp Purchase 2 F ood Stamp Return 3 Cash Purchase 4 Cash Withdrawal 5 Ba lance Inquiry casn Bupchase Enter purchase amount on teminal keypad then Enter Amount q press green enter key A Ask if cardholder wants cash back in addition to cesi laal dm eiii purchase Enter 1 for Yes 2 for No to the purchase ES 2 No If 2 No is pressed proceed to the next step If 1 Yes is pressed proceed ahead four steps Peat Cardholder enters PIN on the PIN pad and presses Waiting for Customer ENTER on PIN pad toENTERPIN Screen will flash Dialing Connected Sending Receiving Page 57 EBT Retailer Policy amp Procedures Manual Cash Purchase Card Swipe cont d TERMINAL SCREEN Cash Purchase APPROVED DISPENSE GOODS Give receipt to CUSTOMER lt lt Press Any Key gt gt ACTION Check whether transaction approved or denied Approved Transaction Dispense Goods Give the receipt to cardholder DENIED 54 Insufficient Funds DO NOT DISPENSE GOODS Give receipt to CUSTOMER lt 4 Press Any Key gt gt Cash Back Enter Amount Cash Purchase bl CB XH XX XX XX CB Total XX KX Waiting for Customer toENTERPIN Cash Purchase CB APPROVED DISPENSE HH HH Give receipt to CUSTOMER lt lt Press Any Key gt gt Page 58 Check whether transaction approved or denied
33. anual Error Messages cont d Code Error Msg Authorizer While processing an Out of Unavailable State EBT card the authorizing State s EBT system was found to be unavailable resulting ina canceled transaction System This transaction did not Error R etry complete processing and has been canceled due to an EBT host system error XX Call Retailer Note If the retailer encounters Help Desk an error code not found on this list call the Retailer Helpline for an explanation XX will be the two digit error code Tran DestNot While processing an Out of Found State EBT card the authorizing state s EBT system was found to not be interoperable with the EBT system resulting in a canceled transaction 92 Resolution Instruct the EBT cardholder to try using his her card again ata later time Instruct the EBT cardholder to call the Cardholder cus tomer service telephone number located on the back of his her card Re enter the transaction If the problem persists call the Retailer Helpline with the error code Call the Retailer Helpline Page 35 EBT Retailer Policy amp Procedures Manual XIV POS Device Administrative Functions Add Clerk Purpose Allows the retailer to add a new clerk with the clerk s own password to the online EBT host system s list of POS device users NOTE When adding Clerk IDs and Passwords the retailer must choose whether the Clerk ID bei
34. ber used by the EBT cardholder to access his her SNAP cash benefits at the time of sale PIN Pad The POS device used by the EBT cardholder to enter his her PIN to access SNAP cash benefits Page 24 EBT Retailer Policy amp Procedures Manual POS Point of Sale Retailer A food retailer that has applied been accepted and authorized by the FNS for redemption of SNAP benefits in exchange for eligible food products SNAP Supplemental Nutrition Assistance Program formerly known as the Food Stamp Program XIII Maintenance and Troubleshooting EBT Only Device Daily Preparation Check the POS equipment every day so itis ready when the store opens 1 Make sure power switch is on 2 Check all cable connections on the back of the equipment telephone line and power pack cable A moving arrow should appear on the PIN pad 3 Make sure the POS device display screen displays initial screen 4 Check the printer s paper supply replace if low Printing on the VeriFone Equipment A fast quiet thermal printer is built into the VeriFone device Because the printer receives power directly from the POS device there are no additional cables to connect Page 25 EBT Retailer Policy amp Procedures Manual About Thermal Printer Paper The VeriFone device can use either of the following types of replacement paper e CRMO0039 High grade thermal paper 2 1 4 inch 57 mm wide roll e CRM0027 Medium grade thermal paper 2
35. ce sssssccsssssssssssssscescssssecssssssscsssssceees 12 Requirements Gnd Descrip on dd Ra 12 VII Retailer Service Retailer Helpline sssccssssssscssscssesssssseees 13 Retailer Helpline Telephone Numbers ici ainia oia 13 Manual Voucher Authorization m sti 13 VIII EBT Cardholder Relations ssccssssssssssssssscssssssscsssscsesessssceees 14 DOIVICO iii is 14 Conden AlN e ases ee NE a raro 14 IX Signage Supplies and Record Retention scccsssssscsssssseesesees 15 DEQNA GC in das sss ssessscncersondconssscestssss E 15 Supplies for EBT Only POS Equipment Retailers sssssssesenessesesrersrereserereessreererrersssessrne 15 Record Retener EE 16 Page 1 EBT Retailer Policy amp Procedures Manual X Manual Voucher Processing Procedures sccecsssccesssssesees we 17 When to Process a Manual Voucher Transaction coco ci 17 Manual Voucher Description ici ai 17 Completing a Manual Voucher Transaction ceccccccsccsesesseseestseesesesseuseeesenesseesssenseeessetens 18 Processing a Manual EBT Transaction 0 cccccscsssecssseseessssssesesscnseseeeecsensesseaeneeseneesesaeaeens 19 Declared Emergency AUMOvi zations iii iia 21 XI Automated Clearing House ACH sccscsssscsssssesssscssesscsscees 22 What IS ACH AA si eE NEEE EASE NE EE EEA AE E EENE 22 When are ACH Credits Available at the Bank oonnniccninnnoninnonennnnnrannaonnrnone rn ona rencia one 22 How Will a Reta
36. copies of receipts and free up memory in the device by deleting the saved copies Transaction Steps Clerk selects Retailer Options then page down to Ret Receipt Copies from main screen Clerk selects Print and Reset Device displays statistics about how many copies are currently stored if any Device prompts for Confirmation before printing receipts Device prints retailer receipt copies 1 2 3 a b If no problem is detected during printing the device prompts the clerk to reset This deletes the retailer copies from memory If a problem is detected during printing out of paper the device 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 device prompts the clerk to reset This deletes the retailer copies from memory Print Terminal Configuration Purpose Allows the retailer to print all device configuration information for verification and troubleshooting purposes Transaction Steps Page 42 1 2 3 Select Retailer Options then page down to Terminal Config from main screen Select Print Config Device prints current device configuration information containing Training mode setting indicated by a TRAINING MODE banner at the top and bottom of the receipt if enabled Information input during installation Information received back from the EBT host during Install including retailer address Program
37. e cont d Terminal Screen Action Check whether transaction approved or denied DENIED 54 Insufficient Funds DO NOT DISPENSE GOODS Give receipt to Denied Transaction CUSTOMER Do not dispense goods 44 Press Any Key gt gt Give receipt to cardholder Note The DENIED code on this transaction is 51 This shows that the cardholder did not have sufficient funds in his her food benefit account to cover the purchase amount Page 48 EBT Retailer Policy amp Procedures Manual SNAP Benefit Purchase Receipts There are a number of different reasons a transaction can be denied Each denied reason has its own code number which is defined in the Error Messages section of this manual SNAP Purchase Approved Receipt ABC Market 1234 Main Street Anywhere USA 555 555 1234 Proc 26012345 Term T0000001 Clerk 1234 01 01 09 10 00 01am Food Stamp Purchase Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 01 Balance Summary FS Begin Bal 250 00 FS Purchase 25 00 FS End Bal 225 00 Cash Balance 150 00 Result Approved Auth 020030 Trace 000092 00000738057636 V1 00 021 094 000 000 000 000 000 SNAP Purchase Denied Receipt ABC Market 1234 Main Street Anywhere USA 555 555 1234 Proc 26012345 Term T0000001 Clerk 1234 01 01 09 10 00 0lam Food Stamp Purchase Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 01 Balance Summary FS Begin Bal FS
38. e EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his her card Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his her card Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his her card Re enter the transaction for an amount that is equal to or less than the balance that is shown on the customer receipt Page 33 EBT Retailer Poli amp Procedures Manual Error Messages cont d Page 34 Error Msg Call Client Help Desk Card Expired Unvalid PIN Retry Card Not Found Return Exceeds Limit PIN Tries Exceeded Voucher Expired This transaction did not com plete processing and has been canceled The EBT cardholder s card is not active in the system The EBT cardholder entered an invalid PIN An incorrect card number was entered This transaction did not complete processing and was canceled The dollar amount entered on this Food Stamp Return transaction exceeds a return limit established for the EBT cardholder s benefit authorization The EBT cardholder has entered his her PIN incorrectly more than three times resulting ina canceled transac
39. ected Sending Receiving Check whether transaction approved or denied Cash Withdrawal APPROVED DISPENSE HH RH Give receipt to OMER Give receipt to cardholder lt lt Press Any Key gt gt Dispense cash back amount listed on the receipt Note If this transaction is denied the terminal screen and receipt will be the same as displayed under the previous transaction Cash Withdrawal Card Swipe Page 69 EBT Retailer Policy amp Procedures Manual Balance Inquiry Card Swipe Purpose Allows an EBT cardholder to get a printed receipt showing the balance in his her SNAP and or cash benefit account s TERMINAL SCREEN ACTION Fri 1763768 12 00am E To begin terminal must be displaying Main Menu SHIPE CARD to Begin Screen Manual Entra FS El Swipe EBT card Retailer Options F4 Seca Seon Press 5 to select Balance Inquiry 1 Food Stamp Purchase 2 F ood Stamp Return 3 Cash Purchase 4 Cash Withdraws l S Balance Inquiry Cardholder enters PIN on the PIN pad and presses ENTER on PIN pad Balance Inquiry Waiting for Customer toENTER PIN Screen will flas h Dialing Connected Sending Receiving Give the receipt to the cardholder Balance Inquiry APPROVED Give receipt to CUSTOMER 44 Press Any Key 2 Page 70 EBT Retailer Policy amp Procedures Manual Balance Inquiry Receipt Balance Inquiry Receipt ABC Market 1234 Main Street Anywhere
40. ed and processed Page 31 Retailer Poli Error Msg Lost Comm With Host Operator Aborted PIN Not Selected Invalid FNS Status Call Retailer Help Desk Invalid Amount amp Procedures Manual Error Messages cont d Reason A communication error has occurred during the transfer of information between the store s equipment and the EBT system resulting in a canceled transaction The operator clerk canceled the transaction before it was transmitted The device memory has been depleted due to the accumulation of stored Retailer Copies of transactions A PIN has not been assigned to this customer s card The EBT system is unable to process transactions using the current FNS number The merchant ID number is invalid and does not match the FNS number An incorrect dollar amount was entered The transaction did not complete processing and has been canceled Resolution Re enter the transaction If the problem persists call the Retailer Helpline Re enter the transaction if desired Perform a Print and Reset Copies procedure to clear the device memory Give the customer the receipt with the error code and instruct the customer to call the Cardholder customer service telephone number located on the back of his her EBT card Retailer calls the local FNS office to verify that the FNS numberis active Ifthe FNS number is verified as being active call the Retailer Helpl
41. er connections The green power on indicator light must be on Check that the paper roll cover is properly latched If the green power on indicator is blinking on and off the printer is out of paper Open the paper roll cover and install a new roll of printer paper EBT Retailer Policy amp Procedures Manual Printer Paper Jam If paper jams inside the printer Press the button on the side of the POS device to unlatch the paper roll cover and then open the cover Remove the damaged paper from the paper roll and clear the feed mechanism Install a roll of printer paper as described in Installing a Paper Roll If the problem persists it may be due to poor paper quality Install anew roll of higher quality paper PIN Pad Does Not Work Check all PIN pad cable connections Try a different magnetic stripe card to ensure the problem is not a defective card If the problem persists contact the Retailer Customer Service Call Center POS Device Transactions Do Not Work There are several reasons why the POS device may not process transactions Use the following steps to troubleshoot failures The cause of the problem may be the card reader Perform transactions with several cards to ensure the problem is not a defective card Make sure you are swiping cards properly With the VeriFone POS device card reader the black magnetic stripe on the card should face down and in towards the keypad Process a transaction manually usin
42. g the keypad instead of the card reader If the manual transaction works contact the Retailer Customer Service Call Center to have the POS device replaced If the manually keyed transaction does not work check the telephone line using another telephone base unit or another VeriFone POS device Disconnect the telephone line from the back of the VeriFone POS device and connect it to a working telephone to check for a dial tone If there is no dial tone replace the telephone cable See POS Device Does Not Dial Out Page 29 EBT Retailer Policy amp Procedures Manual Keypad Does Not Respond Check the display panel If it displays the wrong character or nothing at all when pressing a key follow the steps outlined in POS Device Display Does Not Show Correct or Readable Information If pressing a function key does not perform the expected action refer to POS Device Administrative Functions to be sure the data is entered correctly If the problem persists contact the Retailer Customer Service Call Center NOTE If the POS device routinely cannot scan cards then the device may need repair or replacement Page 30 EBT Retailer Policy amp Procedures Manual Error Messages If the POS device has a problem with a transaction it will show an error message on the screen The following chart explains the most common messages Error Msg Incorrect Voucher ID Incorrect Apprvl Code Amount Exceeds Auth Call
43. iler Know if the Amount of the Credit is Correct cocinan 22 What if a Retailer Changes Banks Bank Account Numbers or Third Party Processors IP dee 22 XII Glossary of EBT Program and Related Terms sssssssssssseeeees 23 XIII Maintenance and Troubleshooting EBT Only Devices 25 DailysPrepar O dais Maintaining the VeriFone Device TrOUDlESAODUNE air iio ii aiia rror Messa TeS o EEE aio XIV POS Device Administrative FunctionS seessssseeerssoeeesoceeessooeeescee 36 AAG CL OV cados Delete Clerk ose secszvssascgesesnztesadsvesess iss AREA AEE E EREE E EERE i Change Clerk Password Settle Clear Voucher Transaction Clerk Totals Report insiens Terminal TOTS REDONDA nese ie Retailer Totals Repor bici iia a ARENE Esaet Shift Totals Report Reset Shift Totals Reprint Last Receipt DURES EL Training Modena ori Print and Reset Retailer Receipt Copies cuca 41 Print and Reset Receipt Copies Print Terminal Configuration Communication TeSkiuiscioni a tii ii idad 43 XV EBT Only Device Transactions ccrcsccscsesccscceccsscsssscscsssceoeees 44 Logon Terminal Clerk coin aaa cinc oia as 44 Logoff Clerk Terminal iaa 45 Logoff Clerk Terminal Receipts eisir a canas 46 SNAP Benefit Purchase Card Swipe csccsccssccssssssscssssevssscusesseseseassseseeaseteaseeeaceasaneaseetats 47 SNAP Benefit Purchase Receipts ista ridad 49 SNA
44. in screen 2 Select Print 3 Device prints receipt containing current shift totals and last date time totals were reset Page 39 EBT Retailer Policy amp Procedures Manual Reset Shift Totals Purpose Allows the retailer to reset accumulated shift totals Shift totals allow the retailer a way to keep running totals from a particular point in time This is especially useful for tracking summary totals for multiple clerks using the same POS device throughout the day Shift totals are stored locally on each POS device You must be logged in as a Supervisor for this function Transaction Steps 1 Select Retailer Options then Shift Totals from main screen 2 Select Reset 3 Select Yes Device prints receipt containing current shift totals and last date time totals were reset then resets shift totals Void Last Transaction See separate procedures in the EBT Only Device Transactions section Reprint Last Receipt Purpose Allows the clerk to reprint the most recent receipt the POS device printed or attempted to print Transaction Steps 1 Select Retailer Options then Reprint Last Receipt from main screen 2 Device reprints last receipt printed Set Reset Training Mode Purpose Allows the retailer to enable disable a local simulation mode at the POS device that is used for training or testing purposes to demonstrate POS functionality without sending transactions to the live EBT host system NOTE Be sure the
45. ine with the error code Call the Retailer Helpline Re enter the transaction EBT Retailer Policy amp Procedures Manual Code 14 19 Error Msg Invalid Card Number Reason An invalid card number was entered The transaction did not complete processing and has been canceled Resolution Re enter the transaction If the problem persists give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his her card Re Enter The transaction did not complete Re enter the transaction Transaction processing and has been canceled Format Error Retry Invalid Card Type Call Client Help Desk Call Client Help Desk Call Client Help Desk Insufficient Funds The transaction did not complete processing and has been canceled The card used for this transaction is nota valid EBT card or is not interoperable with the EBT system This transaction did not complete processing and has been canceled This transaction did not complete processing and has been canceled This transaction did not complete processing and has been canceled The amount of this transaction exceeds the balance in the EBT cardholder s account resulting in a canceled transaction Re enter the transaction Inform the EBT cardholder that his her card will not process a transaction through the EBT system Give th
46. ired to process transactions for EBT cardholders from other states Personal Identification Number PIN The PIN is a four digit confidential number used in conjunction with the EBT card to ensure only an authorized person accesses the benefit account The system considers a PIN to be an electronic signature The retailer is not responsible for verifying identity or the signature on the back of the EBT card for POS transactions Thus the retailer assumes no liability for performing an EBT transaction as long as the EBT cardholder enters a correct PIN and the EBT system authorizes the transaction Retailers will not be asked to confiscate EBT cards for any reason The retailer should report suspected fraud issues to FNS If an EBT cardholder enters an incorrect PIN three times within a 24 hour period his her card is suspended The PIN is reset after midnight of the last invalid PIN attempt If the EBT cardholder does not remember the PIN the EBT cardholder should call the Cardholder Customer Service telephone number located on the back of the card for instructions If a card is lost or damaged the EBT cardholder must report it immediately to the Cardholder Customer Service telephone number Page 11 EBT Retailer Policy amp Procedures Manual VI Point of Sale POS Equipment Requirements and Description The EBT only device transactions section only provides instructions for operating EBT only equipment All other retailers should use
47. it 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 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 Where to Call for Help 888 736 6328 Retailer Customer Service Call Center e General Assistance e Manual Voucher Authorization e Manual Voucher Ordering EBT only POS Device Support EBT only POS Processing and Settlement e EBT only POS Error Messages e EBT only Supplies Retailer EBT Web Portal www ebt acs inc com retail Commercial POS Equipment Your TPP Call Center Xerox State amp Local Solutions Inc PAEBT1012
48. l paper rolls from any general office supply store as needed The VeriFone device can use either of the following types of replacement paper e CRM0039 High grade thermal paper 2 1 4 inch 57 mm wide roll e CRM0027 Medium grade thermal paper 2 1 4 inch 57 mm wide roll Retailers are reimbursed for the POS paper associated with EBT only transactions Supply reimbursement is sent by Xerox on a quarterly basis through an ACH deposit to the retailer s 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 Page 15 EBT Retailer Policy amp Procedures Manual Record Retention FNS and the Commonwealth of Pennsylvania strongly urges retailers to maintain and preserve all financial records for a period of not less than six 6 months following the EBT benefit redemption FNS and the Commonwealth of Pennsylvania also recommends that financial records involving matters of litigation will be kept for a period of not less than six 6 months following the termination of the litigation For EBT only retailers relevant financial records may include e The POS device transaction tape e The retailer copy of manual vouchers Retailers using TPPs are urged to retain copies of the summary reports initiated by the TPP s system for a period of six 6 months as well Retailers must make these records available for an audit upo
49. lder lt lt Press Any Key gt gt Note The DENIED code on this transaction is 51 This shows that the cardholder did not have sufficient funds in his her cash account to cover the requested amount There are a number of different reasons a transaction can be denied Each denied reason has its own code number which is defined in the Error Messages section of this manual Page 66 EBT Retailer Policy amp Procedures Manual Cash Withdrawal Receipts Cash Withdrawal Approved Receipt ABC Market 1234 Main Street Anywhere USA Ph 555 555 1234 Proc 1234567 Term T0000001 01 01 05 Clerk 1234 10 00 01am Cash Withdrawal Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 01 Balance Summary Cash Begin Bal 150 00 Cash Withdrawal 25 00 Cash End Bal 125 00 FS Balance 250 00 Result Approved Auth 007852 Trace 000092 00000738057636 DISPENSE 25 00 V1 00 021 094 000 000 000 000 000 Cash Withdrawal Denied Receipt ABC Market 1234 Main Street Anywhere USA Ph 555 555 1234 Proc 1234567 Term T0000001 01 01 05 Clerk 1234 10 00 01am Cash Withdrawal Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 01 Balance Summary Cash Begin Bal 150 00 Cash Withdrawal 160 00 DENIED Cash End Bal 150 00 FS Balance 250 00 Result DENIED 51 Auth Insufficient Funds Trace 000092 00000738057636 DO NOT DISPENSE CASH V1 00 021 094 000 000 000 000 000
50. lers receive credit for manual voucher transactions by performing a POS Manual Voucher Clear transaction Once the POS device is working or the system is available the retailer must complete a Manual Voucher Clear transaction on the POS device to complete the transaction If a Manual Voucher Clear transaction is not processed the retailer will not be paid for the food items sold Retailers processing out of state manual vouchers should call the Retailer Customer Service Call Center telephone number on the back of the EBT card for authorization If the Retailer Customer Service Call Center telephone number does not appear on the back of the EBT card the retailer should call the Cardholder Customer Service telephone number located on the back of the EBT card to obtain the Retailer Customer Service Call Center telephone number for that State Page 17 EBT Retailer Policy amp Procedures Manual Manual Voucher Description Xerox issues manual vouchers for use in processing EBT SNAP benefit transactions Retailers may only use manual vouchers for SNAP benefit purchase or return transactions There is no cost to EBT only retailers for manual vouchers A sample manual voucher and instructions on completing the required information follow Manual vouchers may not always look exactly the same although they contain the same information OFFLINE FOOD STAMP VOUCHER Important Vouchers must be entered or cleared on the POS device within 15 days of c
51. n 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 HOWLONG WILLITTAKE 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 e AnEBT 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 e
52. n for manual voucher Authorization Number The number returned from the host computer to approve an EBT transaction A manual authorization number can be given to retailers by the ARU or by a CSR Also referred to as authorization code Balance Inquiry A non financial transaction that allows an EBT cardholder to obtain the current balance in his her SNAP and cash benefit accounts An EBT cardholder can also obtain his her current account balances by calling the toll free telephone number on the back of the EBT card Business Day All weekdays excluding those on which the Federal Reserve Bank is closed Card Reader Part of the POS device used to read the EBT card Communications The transmission of information between a POS device and the host computer Currently dial up or dedicated telephone lines are used for this transmission of information Contractor The vendor Xerox State amp Local Solutions Inc Xerox was selected by the state as the EBT service provider contractor CSR Customer Service Representative Page 23 EBT Retailer Policy amp Procedures Manual Customer Service A 24 hours seven days per week toll free telephone number that EBT cardholders can call to ask questions or to report lost or stolen cards The EBT cardholder is provided this number with his her training materials and it is on the back of his her EBT card Debit Card Used in many of the same transactions for p
53. n request of representatives of Xerox or authorized state and federal government agencies during the retailer s normal business hours Page 16 EBT Retailer Policy amp Procedures Manual X Manual Voucher Processing Procedures When to Process a Manual Voucher Transaction A retailer will use the manual transaction process when electronic authorization for an EBT SNAP benefit transaction is not available For example a retailer may process a manual transaction if a POS equipment is not functioning b The TPP system is down c The host computer is down and cannot accept communication from the retailer s POS device or TPP d The retailer is a non electronic retailer e Telephone line is out of service When the system or the equipment is not working retailers can still conduct SNAP benefit transactions Retailers must properly complete a manual voucher including the EBT cardholder s signature on the manual voucher The EBT cardholder s signature is substituted for the cardholder s PIN A retailer must always obtain an approval number from the Retailer Customer Service Call Center prior to dispensing the purchased goods This approval confirms the availability of funds and places a hold on the EBT cardholder s funds for the approved amount The retailer must record the approval number on the manual voucher Retailers may use cellular telephones to call for authorization if regular telephones are not available Retai
54. ng added will be a Supervisor or Regular Supervisor IDs are allowed to perform all Retailer Administrative Options Regular IDs are restricted in the Retailer Administrative Options they may perform Transaction Steps 1 2 3 4 SO Goo ON SI Ro 12 13 Select Retailer Options then page down to Clerk Maintenance from main screen POS device displays the currently logged on Clerk ID if any Select Add Clerk Device prompts for Supervisor ID and password before continuing 4 8 characters Device prompts for clerk type Regular or Supervisor Device prompts for new Clerk ID Enter new Clerk ID Device prompts for new Clerk s password 4 8 characters Enter new Clerk password Device prompts for Password to be re entered for verification Re enter password if password does not match then device returns to step 8 and prompts for password again Device sends Add Clerk request to the EBT host system Device prints receipt indicating result of Add Clerk request Delete Clerk Purpose Allows the retailer to delete a clerk and password from the online EBT host system s list of POS device users Transaction Steps 1 0 90 SDN SIR GN Page 36 Select Retailer Options then page down to Clerk Maintenance from main screen Device displays the currently logged on Clerk ID if any Select Delete Clerk Device prompts for Supervisor ID and Password before continuing Device prompts for Cle
55. nsaction The Cardholder Customer Service telephone number is located on the back of the EBT card Confidentiality All information about EBT cardholders and transactions is confidential Retailers may not give out information such as EBT card numbers purchase amounts or account balances to anyone not associated with the administration of the EBT Program The confidentiality section in the retailer agreements reiterates this requirement If an investigator auditor or law enforcement official requests EBT information retailers must ask the official for identification Retailers must then call the Retailer Customer Service Call Center for further instructions The state agency in charge of EBT determines if information is to be released Page 14 EBT Retailer Policy amp Procedures Manual IX Signage Supplies and Record Retention Signage The only signage supplied for the EBT Program is the Quest window decals Xerox provides retailers with the decals to be placed on either the front entrance door or on the front window to inform EBT cardholders that the store accepts their EBT N i N cards Each decal measures approximately 2 SUEST 12 x 4 Y2 Additional decals may be ordered NS by calling the Retailer Customer Service Call Center Supplies for EBT Only POS Equipment Retailers Xerox provides an initial supply of printer paper rolls for the EBT only retailers Retailers may obtain subsequent supplies of printer therma
56. o Cash Purchase XK KK Haiting for Customer toENTER PIN Cash Purchase APPROVED DISPENSE GOODS Give receipt to CUSTOMER 44 Press Any Key 22 Cash Back Enter Amount Ask cardholder if he she wants cash back in addition to purchase Enter 1 for Yes 2 for No If 2 No is pressed proceed to the next step If 1 Yes is pressed proceed forward three steps Cardholder enters PIN on the PIN pad and presses ENTER on PIN pad Screen will flash Dialing Connected Sending Receiving Check whether transaction approved or denied Dispense Goods Give the receipt to cardholder Note If this tansaction is denied the terminal screen and receipt will be the same as displayed under the previous transaction Cash Purchase Card Swipe Enter cash back amount on terminal keypad then press green enter key Page 63 EBT Retailer Policy amp Procedures Manual Cash Purchase Manual Entry cont d TERMINAL SCREEN ACTION A Cardholder enters PIN on the PIN pad and presses Totali SMA ENTER on PIN pad Waiting for Customer toENTERPIN Kan Screen will flash Dialing Connected Sending Receiving E Check whether transaction approved or denied DISPENSE KH XM El Give receipt to CUSTOMER Scene tA Give receipt to cardholder Dispense goods Dispense cash back amount listed on the receipt Note If this transaction is denied the terminal screen and receipt will be
57. ollowed by the retailer copy being printed next Because of this the retailer ends up with many small receipts that can easily be lost By configuring the device the device will save retailer receipt copies to be printed on one continuous piece of receipt tape at a later time Transaction Steps 1 Clerk selects Retailer Options then page down to Ret Receipt Copies from main screen 2 Clerk selects Set Print Mode 3 Device displays current print mode either Print Immediately or Save amp Print Later 4 If clerk selects Print Immediately when the POS device was in Save amp Print Later mode and one or more retailer copy receipts have already been stored in the POS device an error message is displayed The clerk 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 amp Print Later mode the retailer 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 Page 41 EBT Retailer Policy amp Procedures Manual Print and Reset Receipt Copies Purpose Allows the retailer to print out saved retailer
58. or this chapter was taken from the FNS SNAP Program Training Guide for Retailers published by the FNS For a copy of this Guide contact the Food and Nutrition Service Office in your area Page 8 EBT Retailer Policy amp Procedures Manual IV Overview of Cash Benefits The Commonwealth of Pennsylvania uses the EBT system to issue cash benefits as well as SNAP benefits EBT cardholders must indicate which benefit type SNAP or cash is being used at the time of the sale Any item can be purchased using cash benefits SNAP benefits can only be used to purchase eligible food items Program Guidelines EBT cardholders who receive cash benefits must receive adequate convenient and safe access to their cash benefits through the EBT Program EBT cardholders are able to access their cash account by using the EBT card at participating retailer POS and authorized ATM locations At retailer POS locations EBT cardholders will use the card for purchases of products or for cash withdrawals Xerox encourages retailers with both EBT only POS equipment and commercial POS equipment to offer cash back to EBT cardholders with cash benefits Non electronic retailers cannot accept cash benefits Note Retailers may not provide cash from the SNAP benefit account Retailer Guidelines Regarding Cash Back If the retailer accepts commercial debit cards and provides cash back the maximum amount allowed the commercial debit card user must be the maximum amo
59. pment provider Manual Voucher Authorization The Automated Response Unit ARU will answer calls to the Xerox Retailer Customer Service Call Center for manual voucher authorization The ARU offers computerized assistance to retailers for manual voucher authorization requests If calling to obtain a manual voucher authorization number retailers can work directly with the ARU when accepting manual vouchers For any problem or concern other than for a manual voucher authorization number retailers must speak to a Customer Service Representative CSR Page 13 EBT Retailer Policy amp Procedures Manual Vill EBT Cardholder Relations Service Pennsylvania EBT retailers must accept EBT cards from other states All states operate an EBT system that is interoperable with other state s EBT systems EBT cardholders should receive the same level of courtesy and respect that any other customer receives EBT cardholders using their card for SNAP benefits may use manufacturers coupons like other customers as long as the items purchased are FNS SNAP eligible food items An EBT cardholder must receive a POS transaction receipt for every transaction processed with an EBT card The receipt provides the EBT cardholder with valuable information such as his her account balance Therefore when the register receipt is separate from the POS receipt remember to give the EBT cardholder the receipt along with the cash register receipt for every tra
60. re urged keep their copy of the manual voucher for six 6 months Important Reminders The retailer must complete the manual voucher and obtain the EBT cardholder s signature and the cashier s signature at the time of the sale The retailer must call the Retailer Customer Service Call Center for an authorization number The voucher cannot be paid without an authorization number e The retailer must clear manual vouchers within 15 days on his her POS equipment or the retailer will not be reimbursed Declared Emergency Authorization In the event the host system is not working to issue authorization numbers and an emergency has been declared by the state agency a message is placed on the ARU to inform retailers of the situation In this limited circumstance retailers are reimbursed for a manual voucher transaction without an authorization number The ARU message informs the retailer of the amount per sale that is authorized Retailers are not reimbursed for manual voucher transactions that are over the authorization amount Page 21 EBT Retailer Policy amp Procedures Manual XI Automated Clearing House ACH What Is ACH ACH stands for Automated Clearing House It is the way retailers are paid Funds are settled directly to a retailer s designated retail bank account for all approved transactions If the EBT only retailer wants to change the bank account that ACH settlement is sent to the retailer must notify the Retailer
61. res override by supervisor i O RSE URED must enter Supervisor ID then press green enter key See aame Food Stame Return Must enter password for Supervisor ID then press MANUAL ENTRY OVERRIDE REQUIRED green enter key Supry ID XXXX Password Page 55 EBT Retailer Policy amp Procedures Manual SNAP Benefit Return Manual Entry cont d TERMINAL SCREEN Food Stamp Return Enter Amount ACTION Enter retum amount on terminal keypad then press green enter key Food Stamp Return KX XX Haiting for Customer toENTERPIN Food Stamp Return APPROVED ACCEPT GOODS Give receipt to CUSTOMER lt lt Press Any Key gt gt Page 56 Cardholder enters PIN on the PIN pad and presses ENTER on PIN pad Screen will then flash Dialing Connected Sending Receiving Check whether transaction approved or denied Approved Transaction Give the receipt to cardholder Acceot return items Note If this transaction is denied the terminal screen and receipt will be the same as displayed under the previous transaction Food Stamp Retum Card Swipe EBT Retailer Policy amp Procedures Manual Cash Purchase Card Swipe Purpose Allows the EBT cardholder to purchase any goods using his her cash benefit account TERMINAL SCREEN ACTION Fri 61 03 89 12 0Gan To begin terminal must be dis playing Main Menu SWIPE CARD to Begin El Screen Manual Entry F3 El Retailer Options F4
62. rk ID to delete Device asks are you sure yes no Device sends Delete Clerk request to the EBT host system A screen appears saying Delete Clerk Approved Device prints receipt indicating result of Delete Clerk request EBT Retailer Policy amp Procedures Manual Change Clerk Password Purpose Allows the clerk to change his her logon password at the EBT host system A supervisor can override the password change prompts during steps 4 7 if the clerk has forgotten his her password Transaction Steps 1 Select Retailer Options then page down to Clerk Maintenance from main screen 2 Device will display the currently logged on Clerk ID if any 3 Clerk selects Change Password 4 Device prompts for Clerk ID for password change You also have the option to leave the field blank for the current clerk 5 Enter Clerk ID The system prompts for a Supervisor ID and password if a supervisor is not logged in 6 Device prompts for original password must be 4 8 characters 7 Enter old password You may also leave this field blank if it is not known 8 Device prompts for Supervisor ID and password before continuing 9 Device prompts for new password 4 8 characters 10 Enter new password 11 Device prompts for new password to be re entered for verification If new password does not match then Device returns to step 8 and prompts for new password again 12 Device sends Change Clerk Password request to host system 13 Device
63. s 15 525 00 Returns 1 15 00 Vouch Clear Purchases 1 15 00 Returns 1 15 00 Void Last Purchases 1 15 00 Returns 1 15 00 SUBTOTAL 20 510 00 CASH Purchases 20 625 35 Purch w CB 0 0 00 Withdrawals 5 250 00 Void Last 0 0 00 SUBTOTAL 25 875 35 Balance Inquiry 1 TOTALS 46 1385 35 Results Approved Trace 000092 00000738057636 V1 00 021 094 000 000 000 000 000 Page 46 EBT Retailer Policy amp Procedures Manual SNAP Benefit Purchase Card Swipe Purpose Allows an EBT cardholder to purchase qualified goods using his her SNAP benefit account Terminal Screen Action Fria1 03 03 12 00am El SE Cto Beni To begin terminal must be displaying the Main Menu Screen Manual Entry F3 Retailer Options F4 Swipe EBT card Select Transaction Press 1 to select Food Stamp Purchase i Food Stamp Purchase 2 Food Stamp Return 3 Cash Purchase 4 Cash Withdrawal S Balance Inquiry Main Food Stamp Purchase ets Enter purchase amount on terminal keypad then a press the green ENTER key ee Cardholder enters PIN on the PIN pad and e presses ENTER on the PIN pad e e E ca Screen will flash Dialing Connected Sending Receiving o Check whether transaction is approved or denied DISPENSE GOODS Give receipt ta Approved Transaction CUSTOMER lt lt Press Any Key gt Dispense goods Give receipt to cardholder Page 47 EBT Retailer Policy amp Procedures Manual SNAP Benefit Purchase Card Swip
64. s manual provided by a third party processor TPP or POS equipment provider All retailers who participate in the EBT Program will follow the procedures presented in each manual Page 4 EBT Retailer Policy amp Procedures Manual I How to Use this Manual Format and Organization This manual is designed to provide needed information to retailers so that they are able to participate in and understand the EBT Program The manual is designed in two primary sections the first containing policies and procedures and the second containing EBT only transaction information Participating retailers may not discriminate against an EBT cardholder in any way EBT cardholders are an important part of your customer population and must be treated with the same level of courtesy and respect that any other debit credit customer receives Where to Call for Help Retailer Assistance General Assistance all retailers Call the Xerox Retailer Customer Service Call Center 1 888 736 6328 Manual Voucher Authorization Call the Xerox Retailer Customer all retailers Service Call Center 1 888 736 6328 EBT Only Retailer Equipment Call the Xerox Retailer Customer Processing and Settlement Service Call Center 1 888 736 6328 Commercial Retailer Equipment Contact your TPP or corporate and Settlement Help Desk EBT Cardholders EBT Customer Service The toll free Cardholder Customer Service telephone number is on the back of the card 1 888 3
65. the Operations Manual provided by their TPP Combination POS Device Printer The POS device is an electronic transaction terminal capable of data input processing and high speed transmittal of EBT transactions The POS device communicates with the host computer via a standard analog telephone line to obtain transaction authorizations for EBT transactions and other necessary retailer functions The POS device consists of a magnetic stripe card reader a multi line read out screen for displaying data input prompts and messages and a thermal paper printer for receipts All EBT cardholder transactions require the entry of the card number by swipe or manual entry the retailer choosing the type of transaction sale refund or balance inquiry and entering the appropriate amount for the transaction A complete step by step discussion of every transaction can be found in the EBT Only Device Transactions section found at the end of this manual PIN Pad The PIN pad is connected to the POS device by a coiled expansion cord that allows EBT cardholders to enter their four digit PIN in as much privacy as possible during checkout in the retail store The PIN pad provides a visual response in the form of a star after each entry is made on the pad but for security the actual entry will not be visible The PIN pad is a secure device providing protection for the EBT cardholder s PIN from the instant each number is pressed throughout the entire
66. the same as displayed under the previous transaction Cash Purchase Card Swipe Page 64 EBT Retailer Policy amp Procedures Manual Cash Withdrawal Card Swipe Purpose Allows the EBT cardholder to withdraw cash from his her cash benefit account TERMINAL SCREEN ACTION Fri 1763763 12 08am To begin terminal must be displaying Main Menu SWIPE CARD to Begin Screen Manual Entry FS El Retailer Options F4 Swipe EBT card Select Transaction Press 4 to select Cash Withdrawal i Food Stamp Purchase 2 Food Stamp Return 3 Cash Purchase 4 Cash Withdrawal S5 Balance Inquiry Ca taras Enter withdrawal amount on terminal keypad then Enter Amount press green enter key Cash Withdrawal Cardholder enters PIN on the PIN pad and presses Pa ENTER on PIN pad Waiting for Customer toENTERPIN Screen will flash Dialing Connected Sending Receiving an Check whether transaction approved or denied APPROVED DISPENSE XX XX Approved Transaction Give receipt to CUSTOMER Give receipt to cardholder 44 Press Any Key gt gt Dispense cash back amount listed on the receipt Page 65 EBT Retailer Policy amp Procedures Manual Cash Withdrawal Card Swipe cont d TERMINAL SCREEN ACTION Check whether transaction approved or denied DENIED 51 Insufficient Funds DO NOT DISPENSE CASH Give receipt to S Do not dispense goods Do not dispense cash Give the receipt to cardho
67. tion The account is now inaccessible until the next day An attempt was made to do a Manual Voucher Clear transaction on an expired manual voucher Resolution Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his her card Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his her card Instructthe EBT cardholder to re enter his her PIN number In form the cardholder that he she is allowed only three attempts at entering his her PIN After the third attempt the account will be inaccessible until the next day Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his her card Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his her card Give the EBT cardholder the receipt with the error code and instruct the cardholder to call the Cardholder customer service telephone number located on the back of his her card All manual vouchers must be cleared through the POS equip ment within 15 days of telephone authorization EBT Retailer Policy amp Procedures M
68. ubleshooting This section provides troubleshooting guidelines to help with installation and configuration of the VeriFone POS device If during normal day to day operation of the VeriFone POS device minor malfunctions occur please read through these troubleshooting examples This section also contains typical examples of malfunctions that can occur while operating the VeriFone POS device and lists steps to take to resolve them POS Device Display Does Not Show Correct or Readable Information Check all cable connections and verify that the telephone line is properly connected Check the electrical outlet The power pack connectors may be loose or the outlet may not be supplying power The power cord must be locked in position for the POS device to work If the problem persists contact the Retailer Customer Service Call Center POS Device Does Not Dial Out If the POS device does not dial out Check the telephone line connections Check that the telephone line is working by plugging it into a working telephone and listening for a dial tone If there is a dial tone and the problem persists call the Retailer Customer Service Call Center If there is still no dial tone replace the telephone cable that connects the POS device with a cable that is working correctly If there is still no dial tone call the telephone company for repair Printer Does Not Print If the printer does not work properly Page 28 Check all POS device pow
69. umber received from the ARU or Customer Service Representative CSR 12 EBT cardholder signs here Only authorized persons may sign the manual voucher 13 Retailer checker or front end supervisor signs the manual voucher SUN ES Ro Page 18 EBT Retailer Policy amp Procedures Manual 14 Retailer prints the date of the transaction 15 Retailer gives top copy white of manual voucher to EBT cardholder For out of state manual vouchers call the Retailer Customer Service Call Center telephone number on the back of the EBT card for authorization Completing a Manual Voucher Transaction Retailers must perform a Manual Voucher Clear transaction when the EBT system becomes available This initiates the ACH payment The manual voucher must clear within 15 calendar days after the date of telephone authorization If the retailer does not clear the manual voucher within 15 calendar days after receiving telephone authorization the authorization number expires If a Manual Voucher Clear transaction is not processed the retailer will not be paid for the food items sold The EBT system will not release funds to the retailer s financial institution until the retailer performs a Manual Voucher Clear transaction on a POS device If the retailer does not complete the manual voucher properly the retailer cannot use it in the future as a document of evidence to settle potential disputes with the EBT cardholder or Xerox Xerox provides
70. unt allowed for an EBT card withdrawal If a retailer has a cash back policy today regarding limits on cash disbursement in the checkout lane e g 25 200 limits that same policy must apply to EBT cardholders The key is that the retailer policy cannot discriminate against the EBT cardholder The store policy must be the same for all customers If an EBT only retailer does not have commercial debit in his her store but wishes to provide cash back to the EBT cardholders the retailer may set his her own policy and limits on the amount of cash back As above the policy must be the same for all EBT cardholders EBT only retailers may not charge a fee to the EBT cardholder for cash disbursement services Cash disbursement services offered at a Customer Service Area Counter to cash customers must also be made available to EBT cardholders Page 9 EBT Retailer Policy amp Procedures Manual Cash Benefit Purchase EBT cardholders may use their cards to make purchases directly from their cash benefit accounts If the EBT cardholder is using his her cash benefit account the retailer does not have to be concerned about eligible or ineligible food purchases The EBT cardholder may use his her card for non food items as well Cash Without Purchase at POS Many retailers have elected to offer cash without purchase in their stores A retailer s in lane or service desk policy dictates where and how much an EBT cardholder can withdraw from his her
71. urchase of goods or services as a credit card except no credit is given Debit Transaction A transaction initiated by an EBT cardholder at a POS device with the use of a PIN to effect a payment that results in a debit against the balance of the cardholder s account EBT purchases and withdrawals are debit transactions Display The visible presentation of information on the POS device The small screen on the POS device that guides the retailer through transactions with prompts and messages EBT Electronic Benefit Transfer An electronic payment system that replaced the paper based government entitlement programs of food stamp coupons and checks with debit card access through a POS device EBT Card A plastic debit card used to access SNAP and cash benefits at POS devices located at FNS authorized retail outlets and ATMs EBT cardholder An individual entitled to SNAP and or cash benefits in a state s EBT Program It also refers to any duly authorized representative or agent for the entitled EBT cardholder EBT Only Equipment POS equipment for use with EBT SNAP and cash benefit transactions The equipment is prohibited from use for commercial credit and debit card sales FNS Food and Nutrition Service Interoperability Ability to perform or process EBT transactions using EBT cards issued by other states Magnetic Stripe The stripe on the back of the EBT card PIN The Personal Identification Num
72. ustomer sale or funds will not be reimbursed Plo a Et 1234567 EBT CARD NUMBER ef FH DATE MM DD YYYY D AUTHORIZATION O AMOUNT REASON 1 3rd Party Processor Down O Store Terminal s Down ap urchase O Refund O Phone Line Problem O Host Computer Down O Emergency Issuance PRINT CARDHOLDER NAME Store FNS Auth Number Store Name Store Address 4 CARDHOLDER SIGNATURE 7 In signing this voucher believe that food stamp funds Store City State Zip Code O wn P are available for the full amount of this transaction Store Supervisor Clerk Signature Y Food Stamp regulations prohibit representation of this voucher by retailer if voice authorization is denied Fill in the form as follows Retailer prints the EBT card number Retailer prints the EBT cardholder s name Retailer prints store name Retailer prints store address Retailer prints city state and zip code Retailer checks reason for using manual voucher Retailer prints the store s seven digit FNS authorization number Retailer prints the amount of the transaction Retailer cannot alter this amount after the authorization call 9 Retailer checks type of transaction 10 Retailer calls the Retailer Customer Service Call Center for manual voucher authorization number 11 Retailer prints the manual voucher authorization number here This is the n
73. will research and help resolve the problem What if a Retailer Changes Banks Bank Account Numbers or TPPs It is critical that the EBT system has the correct and up to date banking information for all EBT only retailers and that Xerox has the correct and current TPP information for all retailers If the bank account is not current the retailer cannot be paid Retailers must call the Retailer Customer Service Call Center to obtain a Pennsylvania Retailer Settlement Authorization Form Retailers must complete the form and mail it to the address identified on the form Page 22 EBT Retailer Policy amp Procedures Manual XII Glossary of EBT Program and Related Terms This glossary provides definitions for commonly used acronyms terms and words in EBT and in this manual ACH Automated Clearing House ACH is the mechanism used to electronically transfer funds to the retailer s bank account Xerox Xerox State amp Local Solutions Inc was selected by the Commonwealth as the EBT service provider ARU Automated Response Unit A computer that accepts data from touch tone telephones and responds with synthesized voice commands and information EBT retailers obtain authorization for manual transactions and gain initial access to the Retailer Customer Service Call Center by using the ARU system Authorization The approval of transactions by the EBT contractor either online from its host computer or by telephone authorizatio

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XEROX SNAP EBT Retailer Policy &amp; Procedures Manual

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XEROX SNAP EBT Retailer Policy & Procedures Manual