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Retailer Policy & Procedures Manual

1. gt EBT Retailer Policy amp Procedures Manual Table of Contents Hegere CROTON EE NE aA 2 Welcome to the Electronic Benefits Transfer EBT Program 2 l For OM Se TR MNU aiic a 3 Formatand Organizationin siiani msn femme famieensantandde 3 Where to Call for Helper eea a EEEa EEEE 3 ll Overview of tie EBT Prograltlcsissivcssssctasdecdsasisinaecsrvecanaactdiasiaiesed 4 EBT Program PUurpose cceceeeeceeeeeeeeeeeeeeeeeeeeeaeeeeceaeeeseeneeeeeeeneeees 4 How Xerox Supports the Retailer ccccccceeeeeeeeeeeeeeeeeeeeseeeeeeeneeees 4 EBT Program General Policies and Guidelines ccceeeeeeeetees 4 Ill Supplemental Nutrition Assistance Program SNAP 6 U S Department of Agriculture Food and Nutrition Service EBT Programi Regulations maneno eten 6 IV The EBT Card amp Personal Identification Number PIN 7 Me EBT Cardia ed 74 Personal Identification Number PIN s sssesssesssessnsssrssnnssnnnsrnrsennsrnnsenns 7 V POIn Ol Sale POS EJUPMON oscuccimedsrcrtncrunccitarerriuscssnincsciisies 8 Requirements and Description ccceeeceeeeeeeeeeeeeeeeeeeeeeeseeeeeeseeees 8 VI Retailer Service Customer Service Call Center 9 Retailer Customer Service Call Center Telephone Numbets 9 Manual Voucher Authorization rerrrrrnnvrrrrrnrrrrrannnnrnnnvrrvnnrrrrrrnnnnnnnnernnn 9 VI EBT Cardholder Re
2. Printing on the OMNI 3200SE ccccccceceeeeeeeeeeeeeeeeeeeeeeeeeesneeeeeseaees 20 Maintaining the OMNI 3200SE POS Device cceeeeeeetteeeees 22 Troubl shodingr s ur uaeunssseseagseteneantmennndmuj 22 EEE 25 POS Device Administrative Functions rrrrrrrrrrrrrrrrrrrrrrrnr 30 Add Clerks anden 30 Delete Clerk SE 30 Change Clerk Password cccesecceeeeeeeeeeeeeeeeeeeeeeeeeeeseseeeeeseaeeeeeeaaes 31 Settle Clear Voucher Transaction ccccecceeeeeeeeeeeeceeeeeeeeereeeeseees 32 Clerk Totals Report ccccceeccceeeeeeceeeeceeeeeeeeeeeeseeeeeeseneeeeseseeeessaees 32 POS Device Totals Report ccccccceeeseeeeeeeeeeceeeeeeeeeeeceeeeeessseeeessaees 33 Retailer Totals IREPOM isisao ne iniaiaiai 33 Shift Totals Report iscri aaaeaii aa 34 Reset Shift Total u ine nlnamiskiemerdivsdeverderdnent aa Eea EER 34 Reprint Last Receipts riirii recriar aia eaae 35 Set Reset Training MO dO r a rr r AE TAa E EEEE 35 Print and Reset Retailer Receipt Copies rrnrrnnnrnnrrnrrrnnrnnnnnrrnnnnnnnr 36 Print and Reset Receipt Copies cc ccceccececeeeeeeceeeeeeeeeeeseeeeeseees 36 Print Terminal Configuration ccccccceeeeeeeeeeeeeeceeeeeeeeeeeeseeeeeeeaees 37 Communication TeSt rena eaae a EE a E Ea 37 EBT Retailer Policy amp Procedures Manual XII EBT Only POS Terminal Transactions 0cccccssscccssecesecesaes 38 Logon POS Device Clerk
3. an authorization number The voucher cannot be paid without an authorization number 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 17 EBT Retailer Policy amp Procedures Manual X 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 Customer Service Call Center or access the retailer portal at www ebt acs inc com to obtain a Retailer Settlement Authorization Form When are 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 Xero
4. Benefit Purchase Card Swipe Purpose Allows an EBT cardholder to purchase qualified goods using his her SNAP benefit account Terminal Screen Action To begin terminal must be displaying the Main Menu Screen Swipe EBT card Press 1 to select Food Stamp Purchase Enter purchase amount on terminal keypad then press the FUNC ENTER Cardholder enters PIN on the PIN pad and presses ENTER on the PIN pad Screen will flash Dialing Connected Sending Receiving Check whether transaction is approved or denied Approved Transaction Dispense goods Give the receipt to cardholder 8608 8 OREO 6 OREO 6 0 ORR O08 Cont EBT Retailer Policy amp Procedures Manual SNAP Benefit Purchase Card Swipe cont d Terminal Screen Action Check whether transaction approved or denied Denied Transaction Do not dispense goods Give the 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 SNAP benefit account to cover the purchase amount 42 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 SNAP
5. Call Center Note If the POS device routinely cannot scan cards then the device may need repair or replacement 24 Error Messages EBT Retailer Policy amp Procedures Manual 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 Code Error Msg Reason Incorrect Voucher ID Incorrect Apprvl Code Amount Exceeds Auth Call Retailer Help Desk Vchr Already Cleared Call Retailer Help Desk When performing a Manual Voucher Clear transaction an incorrect seven digit Voucher ID number was entered When performing a Manual Voucher Clear transaction an incorrect seven digit Voucher ID 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 th
6. 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 Re enter the transaction Inform the EBT cardholder that his her card will not process a transaction through the EBT system 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 Cont EBT Retailer Policy amp Procedures Manual Error Messages Cont d Code Error Msg Reason Insufficient Funds Call Client Help Desk 55 Invalid PIN Retry Card Not Found Return Exceeds Limit 28 The amount of this transaction exceeds the balance in the EBT cardholder s account resulting in a canceled transaction This transaction did not complete processing and has been canceled The EBT cardholder entered an invalid PIN An incorrect card number was entered This transaction did not co
7. Purchase Denied Receipt Term T0000001 01 01 13 Clerk 1234 10 00 01am ABC Market 1234 Main Street Anywhere USA Food Stamp Purchase 555 555 1234 Proc 26012345 Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 13 Term T0000001 01 01 13 Clerk 1234 10 00 01am Balance Summary I ite ec a eS ts FS Begin Bal 250 00 FS Purchase 25 00 FS End Bal 225 00 Result Approved Auth 020030 ors SE Trace 000092 000007 38057636 FS Begin Bal 250 00 FS Purchase 252 00 DENIED DISPENSE GOODS i V1 00 021 094 000 000 000 000 000 Food Stamp Purchase Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 13 Result DENIED 51 Auth Insufficient Funds Trace 000092 00000738057636 DO NOT DISPENSE GOODS V1 00 021 094 000 000 000 000 000 43 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 The magnetic stripe on the cardholder s card is damaged 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 To begin terminal must be displaying the Main Menu Screen Press F3 Enter the card number on the terminal keypad then press the FUNC ENTER Press 1 to select Food Stamp Purchase Food Stamp Purchase requires override by su pervisor must e
8. Steps 1 Select Retailer Options then page down to Terminal Config from main screen 2 Select Print Config 3 Device prints current terminal configuration information containing a e f 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 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 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 host system 4 Device prints receipt showing results of Communication Test 37 EBT Retailer Policy amp Procedures Manual XIII EBT Only POS Device Transactions Logon POS Device Clerk Purpose The POS device must be logged on to perform EBT transactions Terminal Screen Action KER GEES CELIS GERI ER To begin transactions clerk or supervisor must log on to terminal Press F3 Enter Clerk Number on terminal keypad then press the FUNC ENTER Must be 4 numbers Enter Cl
9. 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 59 EBT Retailer Policy amp Procedures Manual XV 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 ARU Automated Response Unit 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 authorization for ma
10. 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 or access the retailer portal www ebt acs inc com to obtain a Retailer Settlement Authorization Form Retailers must complete the form and mail it to the address identified on the form 18 EBT Retailer Policy amp Procedures Manual XI Maintenance amp Troubleshooting EBT Only Terminals This section provides troubleshooting guidelines to help with installation and configuration of the OMNI 3200SE terminal If during normal day to day operation of the OMNI 3200SE terminal minor malfunctions occur please read through these troubleshooting examples This section also contains typical examples of malfunctions that can occur while operating the POS equipment and lists steps to take to resolve them Internal Thermal Printer Power Indicator On Off Paper Roll Cover Release Magnetic Card Reader Terminal Display Red CANCEL Key Yellow BACKSPACE Key Green FUNC ENTER Key 19 EBT Retailer Policy amp Procedures Manual Daily Preparation Check the POS terminal every day so it is ready when the store opens 1 Make sure power switch is on 2 Check all cable connections on the back of the terminal including the PIN pad telephone line and power pack cable Amoving arrow should appear on the PIN pad Make sure the POS device screen displays initial screen pro
11. 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 main screen 2 Select Print 3 Device prints receipt containing current shift totals and last date time totals were reset 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 If current clerk is not a Supervisor then the terminal displays an error message and returns to the Shift Total menu 4 Terminal prints receipt containing current shift totals and last date time totals were reset then resets shift totals 34 EBT Retailer Policy amp Procedures Manual Reprint Last Receipt Purpose Allows the clerk to reprint the most recent receipt the POS device print
12. the current configuration simulating communication to the EBT host system and generating simulated responses 35 EBT Retailer Policy amp Procedures Manual 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 followed 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 Clerk selects Print Mode 4 Ifclerk selects Print Immediately when the POS device was in Save and 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
13. 0000001 01 01 13 Auli Garia Clerk 1234 Supv 1111 10 00 01am Te DISCS OD TERE EGE ere EGG Food Stamp Return W100 EGP Gee 009 000 080 00 000 i Card Num XXXXXXXXXXXXXXX0001 Amount 252 00 Result DENIED 61 Reason Return Exceeds Limit Trace 000097 000000069149636 DO NOT ACCEPT GOODS V1 00 021 094 000 000 000 000 000 48 SNAP Benefit Return Purpose EBT Retailer Policy amp Procedures Manual Manual Entry Allows an EBT cardholder to return food and receive credit to his her SNAP benefit account NOTE The EBT cardholder s card must be present for manual entry Terminal Screen Action SRR EEG EEG ALII Gee To begin terminal must be displaying the Main Menu Screen Swipe EBT card Enter the card number on the terminal keypad then press the FUNC ENTER Press 2 to select Food Stamp Return Food Stamp Return requires override by supervi sor must enter Supervisor ID then press the FUNC ENTER Must enter password for Supervisor ID then press the FUNC ENTER EBT Retailer Policy amp Procedures Manual SNAP Benefit Return Manual Entry cont d Terminal Screen Action Enter return amount on terminal keypad then press the FUNC ENTER Cardholder enters PIN on the PIN pad and presses ENTER on the PIN pad Screen will then flash Dialing Connected Sending Receiving TRE CALLE Check whether transaction is approved or denied Approve
14. AP cash benefits 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 Xerox Xerox State amp Local Solutions Inc was selected by your State Commonwealth s EBT agency as the EBT service provider 61 Where to Call for Help Refer to the Quick Reference Guide provided with your POS device For qualified merchants issued State Commonwealth owned POS equipment General Assistance Manual Voucher Authorization Manual Voucher Ordering EBT only POS Device Support EBT only POS Processing and Settlement EBT only POS Error Messages EBT only Supplies EBT Retailer Web Portal www ebt acs inc com retail Commercial POS Equipment Call your TPP Call Center Xerox State amp Local Solutions Inc 03200POS01 10 14
15. 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 transaction The EBT cardholder entered PIN must match the PIN on record to complete the transaction EBT Retailer Policy amp Procedures Manual VI Retailer Service Customer Service Call Cente
16. ID and password before continuing Device prompts for new password 4 8 characters Enter new password 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 Device sends Change Clerk Password request to host system Device prints receipt indicating result of Change Clerk Password request If the change fails the POS device will print a receipt with the result Denied E1 reason invalid User ID Pwd 31 EBT Retailer Policy amp Procedures Manual 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 Enter Voucher Authorization Number ONDA BR WD 9 Device prompts for whether this is a Purchase or Return voucher 10 Select Purchase or Return 11 If Return device prompts for a Supervisor ID and password 12 Device prompts for Purchase Amou
17. Retailers Manual Voucher Approval Refer to the Quick Reference all Retailers Guide for information EBT Only Retailer Equipment and Settlement Commercial Retailer Contact your TPP or Equipment and Settlement corporate Help Desk CUSTOMER ASSISTANCE The toll free Cardholder Customer Service telephone number is on the back of the EBT card Cardholder Customer Service EBT Retailer Policy amp Procedures Manual ll Overview of the EBT Program EBT Program Purpose The purpose of EBT is to provide an efficient system for the distribution of SNAP The system uses 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 qualified FNS authorized retailers e To clarify EBT program policies and procedures to address training issues and to request other assistance and information e To provide manual voucher approval for all retailers and customers e To provide assistance with equipment or settlement issues for qualified EBT Only retailers Retailers who own or lease their POS equipment should call their respective Third Party Processor s TPP s Help 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 m
18. T card to obtain the Retailer Customer Service Call Center telephone number for that State 12 EBT Retailer Policy amp Procedures Manual 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 Aretailer must always obtain an approval number from the Retailer Customer Service Call Center prior to handing over the purchased goods This approval confirms the availability of the funds and places a hold on the EBT cardholder s funds for the approved dollar amount The retailer must record the approval number on the manual voucher 13 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 Asample 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 10 days of customer sale or funds will not be reimbursed p bd bill 1234567 EBT CARD NUMBER Diarak DATE MM DD YYYY AUTHORIZATION O AMOUNT 6 FES o 3rd Party Processor Down O S
19. anceled transaction 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 While processing an Out of State EBT card the authorizing state s EBT system was found to be unavailable resulting in a canceled transaction While processing an Out of State EBT card the authorizing state s EBT system was found to not be interoperable with the EBT system resulting in a canceled transaction This transaction did not complete processing and has been canceled due to an EBT host system error Note If the retailer encounters an error code not found on this list call the Retailer Helpline for an explanation XX will be the two digit error code 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 All manual vouchers must be cleared through the POS equipment within 15 days of telephone authorization Instruct the EBT cardholder to try using his her card again ata later time Instruct the EBT cardholder to call the Cardholder customer 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 29 EBT Retailer Policy amp Procedur
20. at 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 e Check all POS device power 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 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 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 nstalling a Paper Roll If the problem persists it may be due to poor paper quality Install a new 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 23 EBT Retailer Policy amp Procedures Man
21. c ccccceeeecceceeeeeeceeeeeeeeeeeeeeeeeeenseeeensaaes 38 Logoff Clerk POS DeviCe c cccccceeeeeceeeeeeceeeeseeeeeeeeaeeeeeeneeeeesenees 39 Logoff Clerk POS Device Receipt cccceeeeeeeeeeeeeeeeeeeeseeeeeeesees 40 SNAP Benefit Purchase Card SWipe c cccceeeeeeeeeeeeeteeeeteees 41 SNAP Benefit Purchase Receipts c cccceeeeeeeeeeeeeeeeeeeeeeeeeeseees 43 SNAP Benefit Purchase Manual Entry cccceeeeeeeeeeeeeeeeeeeeees 44 SNAP Benefit Return Card Swipe ccccccceeeeeeeeeeeeeeeeeeeeereeeeseees 46 SNAP Benefit Return Receipts ccccccceceeeeeeeeeeeeeeseeeeeeseeeeeseaees 48 SNAP Benefit Return Manual Entry errnnrnnnrnnrrnnrrnrrrnnnnrrnnnnnnrnnnnnn 49 Balance Inquiry Card Swipe cccccccceeeeeeeceeeeeeeeeeeeeeeeeeeeneeeeeseaees 51 Balance Inquiry Receipt rnnnvrrnnnnnnnnnnnnnnnnrrrnnnnnnnrnnnnnrnnnnnnnrrnnnnrnrnnnnnen 52 Balance Inquiry Manual Entry eooooonnnrrrrrnnennrrnnnnrnnnrrrrnnennrrnnnnrrrennnnn 53 Vold L st Tr nsactlon eg ctaccadeecsoestaccecndennctancGhececndttawtaadtuecegadedbeess 55 Void Last Transaction Receipt rrrnnnrrrnnnnnnrnnnnvvrrrvrrnnnnnnrnnnnvrrennenrrrrnnn 57 XIV Frequently Asked JGuestons susaasanmensmsaenenmnime 58 XV Glossary of EBT Program and Related Terms ee 60 EBT Retailer Policy amp Procedures Manual Introduction Welcome to the Electronic Be
22. claim or correction request may be filed A system error is defined as a problem with the POS device or software telecommunication lines or the network HOW DO I FILE A CLAIM ADJUSTMENT REQUEST Call the Retailer Customer Service Call Center within six business days of the transaction date to file an adjustment request The Call Center will collect the necessary information regarding the transaction including a faxed copy of the receipt and will submit an adjustment request on the retailer s behalf If the error is not reported within five calendar days of the transaction the request may be denied in accordance with federal regulations HOW LONG WILL IT TAKE TO PROCESS MY CLAIM ADJUSTMENT 58 Federal and state regulations require that an EBT cardholder must receive written notice before an adjustment can be made to his her account After an adjustment request is filed it will take 15 calendar days before the EBT cardholder s account can be debited After the 15 calendar day waiting period 25 calendar days waiting period for cash benefits there are several possible outcomes An EBT cardholder may dispute the adjustment and request a Fair Hearing which is an administrative function of the county If a Fair Hearing is requested the adjustment will be suspended until the Fair Hearing is held Retailers must be available for the Fair Hearing process An EBT cardholder may present additional information that does not agree with
23. cover then rotate the cover up and back as shown below Remove partial rolls of paper in the printer tray by lifting up Loosen the glued leading edge of the paper or remove the protective strip from the new roll of paper and cuta straight edge across its leading end Hold the roll so the paper feeds from the bottom of the roll 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 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 21 EBT Retailer Policy amp Procedures Manual Maintaining the OMNI 3200SE POS Device The POS device has no user maintainable parts Cleaning the Terminal To properly maintain a OMNI 3200SE terminal clean it regularly to remove dust accumulations of dirt or grease and fingerprints To clean the terminal 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 P
24. d Transaction Give the receipt to cardholder Accept return items NOTE If this transaction is denied the terminal screen and receipt will be the same as displayed under the previous transaction SNAP Benefit Return Card Swipe 50 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 To begin terminal must be displaying the Main Menu Screen Swipe EBT card Press 5 to select Balance Inquiry Cardholder enters PIN on the PIN pad and presses ENTER on the PIN pad Screen will then flash Dialing Connected Sending Receiving Give the receipt to the cardholder 8008 ETT BERRE ERR EBT Retailer Policy amp Procedures Manual Balance Inquiry Receipt 52 Balance Inquiry Receipt ABC Market 1234 Main Street Anywhere USA 555 555 1234 Proc 1234567 Term T0000001 01 01 13 Clerk 1234 10 00 01am Balance Inquiry Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 13 Balance Summary Result Approved Auth 007852 Trace 000092 00000738057636 CUSTOMER COPY 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 cardho
25. e 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 cleared and processed 25 EBT Retailer Policy amp Procedures Manual Error Messages Cont d Code Error Msg Reason Lost Comm With Host Operator Aborted Invalid FNS Status Call Retailer Help Desk Invalid Amount S5 PIN Not Selected 26 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 proble
26. ed 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 terminal Used for training or testing purposes to demonstrate POS functionality without sending transactions to the live EBT host system NOTE Be sure the 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 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 lf enabling Training Mode then the current device configuration is saved for later restoration The POS device continues operation in Training Mode using
27. edures Manual SNAP Benefit Purchase Card Swipe cont d Terminal Screen Action Cardholder enters PIN on the PIN pad and presses ENTER on the PIN pad Screen will then flash Dialing Connected Sending Receiving Check whether transaction is approved or denied Approved Transaction Give the receipt to customer Accept returned items Check whether transaction is approved or denied Denied Transaction Give receipt to cardholder Return amount exceeds limit Call Retailer Help Desk for return limit issues NOTE The DENIED code on this transaction is 61 The dollar amount entered on this return transaction exceeds a return 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 47 EBT Retailer Policy amp Procedures Manual SNAP Benefits Return Receipts SNAP Return Approved Receipt ABC Market 1284 Mah Sree Am hera USA Epi 2559 1254 Prost 2011H Terre TAGS HIM Ter iH Sune Vi igitan Food Stamp Retum Gard Nem SOO00000000000000H Teleme Dales 155 Balance Samary ABC Market FS Begin Bat 226 00 1234 Main Street FS Purchase 2217 Anywhere USA 555 555 1234 DAT AT Proc 26012345 SNAP Return Denied Receipt FS End Bat Ronit kerm Term T
28. erk Password on terminal keypad then press the FUNC ENTER Must be 4 to 8 numbers Press any key to begin transactions NOTE Prints a reciept with a logon message Clerk XXXX is logged on Terminal is activated and ready for operation EBT Retailer Policy amp Procedures Manual Logoff Clerk POS Device Purpose Logs the current clerk off and prints clerk s totals since logon Terminal Screen Action Press Retailer Options F4 Press 1 for Logon Logoff Clerk Press 2 for Logoff Clerk Terminal prints clerk totals Press any key NOTE Prints a receipt with a logoff message and clerk logoff totals see receipt on next page Terminal will not perform any transactions in this mode KER EG EEG ERG CELI EBT Retailer Policy amp Procedures Manual Logoff Clerk POS Device Receipt 40 ABC Market 1234 Main Street Anywhere USA Ph 555 555 1234 Proc 1234567 Term 70000001 01 01 13 Clerk 1234 11 45 29am Clerk 1234 Logged Off Logon Time 01 01 13 09 26 29am Logoff Time 01 01 13 11 45 29am Logoff Totals Count Amount FOOD STAMP Purchases 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 Balance Inquiry 1 TOTALS 46 1385 35 Results Approved Trace 000092 00000738057636 V1 00 021 094 000 000 000 000 000 EBT Retailer Policy amp Procedures Manual SNAP
29. ers Transaction Steps 1 Select Retailer Options then page down to Clerk Maintenance from main screen 2 Device displays the currently logged on Clerk ID if any 3 Select Delete Clerk 30 OMAN OO A EBT Retailer Policy amp Procedures Manual Device prompts for Supervisor ID and Password before continuing Device prompts for Clerk ID to delete Device asks are you sure yes no Device sends Delete Clerk request to the EBT host system Ascreen appears saying Delete Clerk Approved Device prints receipt indicating result of Delete Clerk request 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 O O ON OD a 12 13 14 Select Retailer Options then page down to Clerk Maintenance from main screen Device will display the currently logged on Clerk ID if any Clerk selects Change Password Device prompts for Clerk ID for password change You also have the option to leave the field blank for the current clerk Enter Clerk ID The system prompts for a Supervisor ID and password if a supervisor is not logged in Device prompts for original password must be 4 8 characters Enter old password You may also leave this field blank if it is not known Device prompts for Supervisor
30. es Manual XII 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 being 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 Select Retailer Options then page down to Clerk Maintenance from main screen 2 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 12 Device sends Add Clerk request to the EBT host system 13 Device prints receipt indicating result of Add Clerk request A O O O ON DO a Delete Clerk Purpose Allows the retailer to delete a clerk and password from the online EBT host system s list of terminal us
31. for Supervisor ID and Password 4 Enter Supervisor ID and Password 5 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 6 Device prompts for Terminal ID 7 Enter Terminal ID 8 Device prompts for Settlement Date 9 Enter Settlement Date 10 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 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 3 Select Retailer Totals 33 EBT Retailer Policy amp Procedures Manual 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 O MND Shift Totals Report Purpose Allows the retailer to print accumulated shift totals
32. ignature and ensure that the cashier signs the voucher Be sure to fill in all blanks and make certain all signatures are on the voucher OR Step 4B If the transaction 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 SNAP benefit account Step 5 Give the EBT cardholder the top white copy of the manual voucher The second copy of the manual voucher is the retailer s copy Step 6 Retailers should complete a Manual Voucher Clear Transaction when the EBT equipment becomes operational Note Retailers are urged to keep their copy of the manual voucher for six 6 months 16 EBT Retailer Policy amp Procedures Manual Important Reminders e Retailer must complete the manual voucher and obtain the EBT cardholder s signature and the cashier s signature at the time of the sale e Retailer must call the Retailer Customer Service Call Center for
33. inch 57 mm wide roll Record Retention FNS 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 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 POS terminal 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 upon request of representatives of Xerox or authorized state and federal government agencies during the retailer s normal business hours 11 EBT Retailer Policy amp Procedures Manual IX Manual Voucher Processing Procedures When to Process a Manual Voucher Aretailer 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 lt When the system or the e
34. lAvONS escisssctisnslanuimmnusndiidiiennts 10 SONIC 2 2 cases EE E E E T E A 10 Confidentiality rrrrnnnnnnnrnrrrrrrrrrnnnnnnnvrnnrrrrnnnnnnnvnnnrrrrnnnnnnnvnnnssrrrnnnnnnnen 10 VIII Signage Supplies and Record Retention cee 11 0 1 1210 EE EEE 11 Supplies for Exempt EBT Only POS Equipment Retailers 11 Record Retention ni sun e6c oes sav enr Er ee EENE EO ia 11 EBT Retailer Policy amp Procedures Manual IX Xl XII Manual Voucher Processing Procedures cccsecssescsee 12 When to Process a Manual Voucher Transaction cceeeeeeteeeeee 12 Manual Voucher Description rrnnnnnnnnnnnvvrnnnnnnnnnnnrnnnnnrnnnnnnnrnnnnnrrrnnnnnnn 14 Completing a Manual Voucher Transaction ccccecceeeeereeeeeeees 15 Processing a Manual EBT Transaction eeersrsnnnnrrrnnnnnnnrnnnnrnnnrrrnnnnnnn 15 Declared Emergency Authorization cceceeeeeeeeeeeeeeeeeeeeeeeeeeeneeeees 17 Automated Clearing House ACH rrnnnnnrnnnnnnnnnnnnnnnnnnnvnnnnrr 18 What SACH vgs Te 18 When are ACH Credits Available at the Bank nnnnrnnnnnnrrnrrnnrrnnnnnr 18 How Will a Retailer Know if the Amount of the ACH Credit is Correct 18 What if a Retailer Changes Banks Bank Account Numbers OP TPS Pe e E EE E TE E a E vaden 18 Maintenance amp Troubleshooting EBT Only Terminals 19 Dally Preparati M asmenines ina a a TE PAE SA EREE 20
35. lder s card must be present for manual entry Terminal Screen Action ERC EERT ESS EES Eee To begin terminal must be displaying the Main Menu Screen Press F3 Enter the card number on the keypad then press the FUNC ENTER Must be 16 digits Press 3 to select Balance Inquiry Manual entry requires override by supervisor must enter Supervisor ID then press the FUNC ENTER Must enter password for Supervisor ID then press the FUNC ENTER EBT Retailer Policy amp Procedures Manual Balance Inquiry Manual Entry cont d Terminal Screen Action Cardholder enters PIN on the PIN pad and presses ENTER on the PIN pad Screen will then flash Dialing Connected Sending Receiving Check whether transaction is approved or denied NOTE The receipt will be the same as displayed under the previous transaction Balance Inquiry Card Swipe 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 To begin terminal must be displaying the Main Menu Screen Press F4 Press 4 to select Void Last Transaction Press 1 for Yes 2 for No then press the green ENTER key If 1 Yes is pressed proceed to the next screen If 2 No is pressed the screen will go back to the previous screen Voiding last transaction
36. ler 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 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 15 EBT Retailer Policy amp Procedures Manual Step 3 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 Retailers FNS Authorization Number EBT Card Number e Transaction Type Exact Amount of the Transaction e Voucher Number If the retailer needs additional assistance he she can speak with a Customer Service Representative CSR Step 4A If the purchase is approved write the authorization number on the manual voucher fill in the exact authorized purchase amount obtain the cardholder s s
37. m 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 number is active If the FNS number is verified as being active call the Retailer Helpline with the error code Call the Retailer Helpline Re enter the transaction EBT Retailer Policy amp Procedures Manual Error Messages Cont d Code Error Msg Reason Invalid Card Number Re Enter Transaction Format Error Retry Invalid Card Type Call Client Help Desk Call Client Help Desk 41 Call Client Help Desk An invalid card number was entered The transaction did not complete processing and has been canceled The transaction did not complete processing and has been canceled The transaction did not complete processing and has been canceled The card used for this trans action is not a 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 Resolution Re enter the transaction
38. mplete processing and was canceled The dollar amount entered on this SNAP Return transaction exceeds a return limit established for the EBT cardholder s benefit authorization Resolution Re enter the transaction for an amount that is equal to or less than the balance that is shown on the customer receipt 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 Instruct the EBT cardholder to re enter his her PIN number Inform the cardholder that he she is allowed only three attempts at entering his her PIN After the fourth 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 EBT Retailer Policy amp Procedures Manual Error Messages Cont d Code Error Msg Reason PIN Tries Exceeded Voucher Expired Authorizer Unavailable Tran Dest Not Found System Error Retry Call Retailer Help Desk XX The EBT cardholder has entered his her PIN incorrectly more than three times resulting in a c
39. mpts 4 Check the printer s paper supply Replace if low Printing on the OMNI 3200SE A fast quiet thermal printer is built in to the OMNI 3200SE Because the printer receives power directly from the POS device there are no additional cables to connect About Thermal Printer Paper The OMNI 3200SE 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 The OMNI 3200SE 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 in this section 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 20 EBT Retailer Policy amp Procedures Manual Installing a Paper Roll 1 Turn on the terminal The green LED indicator will blink on and off indicating that the printer needs paper Press the button on the side of the terminal to unlatch the paper roll
40. n 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 60 EBT Retailer Policy amp Procedures Manual 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 Aplastic 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 Number 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 SN
41. nefits Transfer EBT Program The State Commonwealth agency that administers the EBT Program has contracted with Xerox State amp Local Solutions Inc Xerox to implement and deliver Supplemental Nutrition Assistance Program SNAP and or 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 qualified recipients with electronic access to SNAP and or cash benefits through Point of Sale POS devices using EBT cards with personal identification numbers PINs Xerox has designed this EBT Retailer Policy and Procedures Manual to provide the information needed to understand and participate in the EBT program Retailers who qualify for State Commonwealth provided EBT Only equipment will receive this manual Retailers using their own equipment to process EBT transactions will rely on the user s manual provided by a third party processor TPP or POS equipment provider All retailers who participate in the EBT Program will follow procedures presented in the appropriate manual Note The Agricultural Act of 2014 also known as the Farm Bill drastically changed the practice of deploying State Commonwealth provided POS equipment to retailers Only retailers falling into certain select business categories as defined by FNS qualify for State Commonwealth provided POS equipment These
42. nsure 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 EBT Retailer Policy amp Procedures Manual V 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 the Operations Manual provided by their TPP Combination Terminal Printer The POS device is an electronic transaction terminal capable of data input processing and high speed transmittal of
43. nt 13 Enter Purchase Amount 14 Device sends Voucher Transaction Settlement transaction to EBT host system 15 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 transactions totaled for a particular clerk This report requires a Supervisor ID and password Transaction Steps 1 Select Retailer Options then Reports from main screen 2 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 OOA Ww Device prompts for Clerk ID 32 EBT Retailer Policy amp Procedures Manual 7 Enter Clerk ID 8 Device prompts for Settlement Date 9 Enter Settlement Date 10 Device sends Clerk Totals Report request to the EBT host system 11 Device prints receipt containing report data or error result from the EBT host system POS Device 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 1 Select Retailer Options then Reports from main screen 2 Select Terminal Totals 3 Device prompts
44. nter Supervisor ID then press the FUNC ENTER TRER ESE GER EER EBT Retailer Policy amp Procedures Manual SNAP Benefit Purchase Manual Entry cont d Terminal Screen Action 8008 TET EERIE CELLA Must enter password for Supervisor ID then press the FUNC ENTER Enter purchase amount on terminal keypad then press the FUNC ENTER Cardholder enters PIN on the PIN pad and presses ENTER on the PIN pad Screen will then flash Dialing Connected Sending Receiving Check whether transaction is approved or denied Approved Transaction Dispense goods Give the receipt to cardholder NOTE If this transaction is denied the terminal screen and receipt will be the same as displayed under the previous transaction SNAP Benefit Purchase Card Swipe 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 benefit account Terminal Screen Action To begin terminal must be displaying the Main Menu Screen Swipe EBT card Press 2 to select Food Stamp Return SNAP Benefit Return requires override by Supervisor must enter Supervisor ID then press the FUNC ENTER Must enter password for Supervisor ID then press the FUNC ENTER Enter return amount on terminal keypad then press the FUNC ENTER TAKT 6 6 ORG 6 0 ONE EERE EERE EBT Retailer Policy amp Proc
45. nual 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 CSR Customer Service Representative Customer Service Call Center 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 purchase 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 i
46. o 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 EBT Retailer Policy amp Procedures Manual Vil EBT Customer Relations Service Retailers must accept EBT cards from other states All states operate an EBT system which 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 transaction 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 numbe
47. quipment 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 Retailers 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 EB
48. r 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 equipment 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 t
49. requires override by supervisor must enter Supervisor ID then press the FUNC ENTER Must enter password for Supervisor ID then press the FUNC ENTER 860 OMG 008 TATE CEKAJ CLII EBT Retailer Policy amp Procedures Manual Void Last Transaction cont d Terminal Screen Action Swipe card if available OR Enter card number on terminal keypad then press FUNC ENTER Screen will then flash Dialing Connected Sending Receiving Give the receipt to customer EBT Retailer Policy amp Procedures Manual Void Last Transaction Receipt Void Last Transaction Receipt ABC Market 1234 Main Street Anywhere USA 555 555 1234 Proc 26012345 Term T0000001 01 01 13 Clerk 1234 Supv 8888 10 00 01am Void Last Tran Food Stamp Purchase Card Num XXXXXXXXXXXXXXX0001 Settlement Date 01 13 Balance Summary FS Begin Bal 193 26 FS Purchase 56 74 VOIDED Result Approved Auth 020030 Trace 000092 00000738057636 CUSTOMER COPY 57 EBT Retailer Policy amp Procedures Manual XIV 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 situation If a system error caused the out of balance an adjustment request also known as a
50. retailers are referred to as exempt retailers These business types are limited to AD Drug and Alcohol Treatment Facilities BC Non profit food buying cooperatives BW Shelters for Battered Women and Children CD Communal Dining Facilities DF Direct Marketing Farmer FM Farmers Markets Group Living arrangements Homeless Meal Providers Military Commissaries Meal Delivery Services SC Senior Citizens Center Residential Building F M GL HP MC MD For more information on the Agricultural Act of 2014 refer to Title IV Nutrition Subtitle A at the URL listed below http www gpo gov fdsys pkg BILLS 113hr2642enr pdf BILLS 113hr2642enr pdf EBT Retailer Policy amp Procedures Manual Il 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 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 instructions Participating retailers may not discriminate against EBT customers in any way Food stamp and public assistance program customers are an important part of the customer population and must be treated with the same level of courtesy and respect that any other customer receives Where to Call for Help RETAILER ASSISTANCE General Assistance all
51. rinter 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 nstalling a Paper Roll 3 Lift out the paper roll from the paper roll cradle if necessary 4 Tip the terminal and tap it to remove any dirt dust or bits of paper present in the printer compartment 5 Re install the paper roll or install a new roll See Installing a Paper Roll Troubleshooting 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 Terminal Display Does Not Show Correct or Readable Information e Check all cable connections and verify that each cable line is properly connected e 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 e If the problem persists contact the Retailer Customer Service Call Center 22 EBT Retailer Policy amp Procedures Manual Terminal Does Not Dial Out If the terminal does not dial out Check the telephone line connections Check th
52. rnable bottle or can At no time may a retailer exchange food stamp benefits for cash Information for this section 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 Services Office in your area EBT Retailer Policy amp Procedures Manual IV The EBT Card amp 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 required 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 e
53. rs 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 10 EBT Retailer Policy amp Procedures Manual VIII Signage Supplies and Record Retention Signage The only signage supplied for the EBT Program is Ny the Quest window decals Xerox provides retailers N with the decals to be placed on either the front UEST entrance door or on the front window to inform UN o EBT cardholders that the store accepts their EBT cards Each decal measures approximately 2 x 4 Additional decals may be ordered by calling the Retailer Customer Service Call Center Supplies for Exempt 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 thermal paper rolls from any general office supply store as needed The POS 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
54. s regarding the return of the equipment In addition to processing transactions for in state EBT customers using their EBT Cards retailers are also required to process transactions for out of state customers who use their state s EBT card EBT Retailer Policy amp Procedures Manual Ill Supplemental Nutrition Assistance Program SNAP U S Department of Agriculture Food amp 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 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 g Deposit fees for any retu
55. the adjustment request If this occurs the retailer may be asked to provide additional information or the adjustment request may be denied If the waiting period has passed and the EBT cardholder has not disputed the adjustment request an attempt will be made to debit the EBT cardholder s account If sufficient funds are available the EBT cardholder s account will be debited and the retailer will receive settlement for the adjustment within 45 calendar days EBT Retailer Policy amp Procedures Manual e If the EBT cardholder s account does not have sufficient funds to cover the amount of the adjustment attempts will be made to debit the account for the remainder of the month and for one future month At the end of the second month if there are still insufficient funds the adjustment request will be denied in accordance with federal and state adjustment regulations After the 15 calendar day waiting period retailers may call the Retailer Customer Service call Center for a status on the adjustment Adjustment payments will be sent to the retailers bank using direct deposit Retailers should check the bank statement to ensure the correct adjustment amount has been received WHAT HAPPENS WHEN AN EBT CARDHOLDER FILES AN ADJUSTMENT Retailers will be notified if an EBT cardholder has filed an adjustment that may result in a debit to their account To deny an EBT cardholder s claim retailers must verify whether goods or cash were
56. 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 Print and Reset Receipt Copies Purpose Allows the retailer to print out saved retailer copies of receipts and free up memory in the device by deleting the saved copies Transaction Steps 1 Clerk selects Retailer Options then page down to Ret Receipt Copies from main screen 2 Clerk selects Print and Reset 3 Device displays statistics about how many copies are currently stored if any 4 Device prompts for Confirmation before printing receipts 36 EBT Retailer Policy amp Procedures Manual 5 Device prints retailer receipt copies a 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
57. to cardholder Give the cardholder the top white copy of the voucher and keep the bottom buff copy for your records Federal Regulations require that copies be kept for three years SONOARWNHA 14 EBT Retailer Policy amp Procedures Manual 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 10 calendar days after the date of telephone authorization If the retailer does not clear the manual voucher within 10 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 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 Retai
58. tore Terminal s Down Phone Line Problem CI Host Computer Down O Emergency om O Purchase Refund PRINT CARDHOLDER NAME Store FNS Auth Number O Store Name Store Address CARDHOLDER SIGNATURE In signing this voucher believe that food stamp funds Store City State Zip Code ee are available for the full amount of this transaction Store Supervisor Clerk Signature Food Stamp regulations prohibit representation of this voucher by retailer if voice authorization is denied Fill in the form as follows Print the cardholder s EBT card number Print the EBT cardholder s name Print the store name Print the store address Print city state and zip code Check v reason for using manual voucher Print your seven digit FNS authorization number Print the amount of the transaction Retailer cannot alter this amount after the approval call 9 Check type of transaction 10 Call the Retailer Customer Service Call Center for manual voucher authorization number 11 Print the manual voucher approval number here This is the received from the ARU or Customer Service Representative CSR 12 Cardholder signs here Only authorized persons may sign the voucher 13 Retailer checker or front end supervisor signs the manual voucher 14 Print the date of the transaction 15 Give a copy of voucher
59. ual 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 OMNI 3200SE card reader the black magnetic stripe on the card should face down and in toward the keypad Process a transaction manually using the keypad instead of using the card reader If the manual transaction works contact the Retailer Customer Service Call Center to have the POS device replaced Ifthe manually keyed transaction does not work check the telephone line using another telephone base unit or another POS device Disconnect the telephone line from the back of the 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 Terminal Key Pad Does Not Work 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
60. ust comply with the U S Department of Agriculture s Food and Nutrition Service FNS SNAP Regulations The FNS SNAP regulations remain in effect under the EBT Program b Retailers must make those records available for an audit upon request of representatives of Xerox or authorized state and federal government agencies during the retailers 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 c Retailers may not enter a customer s PIN for them Customers must enter his her own PIN d 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 EBT Retailer Policy amp Procedures Manual Retailers are asked to place a QUEST window decal in the front window or on the entrance door to inform EBT cardholders they can use their cards at this location EBT only retailers must report settlement bank account changes to Xerox in writing 14 days prior to the effective date for the new account Retailers must return all State lssued EBT Only equipment if leaving the EBT Program or opting to use a TPP Retailers must call the Retailer Customer Service Call Center for procedure
61. x 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 ACH 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 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

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Retailer Policy & Procedures Manual