How often should I print out my journal tape?
You should print the Day Close daily; you can print X Entries anytime, however, the Print Journal can be done monthly (as long as you don’t exceed the record limitations of your ATM model). Just be sure your have enough receipt paper to run the complete record. Never use the Clear Journal function; it should be for technician use only!
How long should I save my journal tape?
We recommend saving it for 2 years, as per federal banking laws.
When is the best time to do my day close?
No specific time is necessary, however, once you begin doing day closes they should be done at the same time each day.
I got a "Host totals not received" when I did my day close. What does that mean?
For the most part, a "Host totals not received" is nothing to worry about. This is a communications problem. If you get this message frequently, it may be because you are performing multiple day closes on the machine. Note that the machine will only allow one day close per day.
What is the difference between the host total and the terminal total?
The host total represents what will settle back to your bank account (the total that the processor actually charged cardholders); the host total does NOT include the surcharge fees collected. The terminal total represents what was dispensed from the machine (the total that cardholders actually received). If these totals do not match, please contact International Merchant Services, Inc. at 1-800-769-2826 for assistance.
When will my day-close amount settle back to my bank account?
Deposits will settle back the next business day. However, when a holiday falls in the middle of the week, there will be a delay in the posting. Should you find delays in your settlement posting, please contact your bank's ACH department and verify when they post ACH credits.
Closes should credit to your account on the following schedule:
Monday will settle on Tuesday.
Tuesday will settle on Wednesday.
Wednesday will settle on Thursday.
Thursday will settle on Friday.
Friday will settle on Monday.
Saturday will settle on Tuesday.
Sunday will settle on Tuesday.
When I do my cassette close, I keep getting negative numbers. What's happening?
A cassette close brings the totals in the cassette to zero. Therefore a function called Enter Qty in Cassette must be done. Take what is remaining in the cassette plus what you are adding and enter that number as your starting point of bills. If the Enter Qty in Cassette function is not completed after a cassette close, the machine believes that it has no money and resets the starting amount of bills to zero.
What should I do if I have a debit to my ATM account?
As soon as you see the debit on your account, call IMS. Please provide our representative with the date the debit was posted to your account, as well as the description and the dollar amount. The representative will research the debit and will report to you the reason for the debit. Most often the debit is for a chargeback.
What is a chargeback?
A chargeback occurs when a customer files an EFT dispute with the issuer of the card concerning a dispensing error during a transaction performed at your terminal. The processor will notify you of the chargeback and will give you a specific amount of time to respond to that particular item. Should you fail to respond, the debit will stand. However, if the cardholder has filed a dispute and the journal tape at your machine shows that in fact the cardholder did receive funds, the debited amount of money will then be refunded back to your account.
How do I make changes to settlement/surcharge accounts, surcharge fee, addresses, phone numbers, ownership, etc?
When changes in your business occur, call us at 1-800-769-2826 or 817-868-1810. A change form or other appropriate documents will be sent to you for completion. The most common changes are for new banking, surcharge amounts, and ownership.
All requests should be in writing and include an authorization signature. When requesting a bank change, include a pre-printed, voided check, or a letter from your bank confirming the new account and routing numbers. When selling your location, a bill of sale will be needed as proof of the ownership change. Change requests can be faxed to 817-868-1913.
How do I handle customer problems with transactions?
During the course of daily operations, your customers may experience an occasional transaction difficulty. In most cases, these difficulties are not with the ATM itself, but rather with the customer's card or account.
1. If your customer receives one of the following messages...
- Personal identification number entered is not correct/Invalid PIN number.
- Unauthorized usage.
- Your card is not valid.
- Temporarily unable to process.
...the card may be refusing to "read". Wiping the card with a soft cloth or tissue may clear it. However, the magnetic strip on the back is sensitive and can become deactivated through proximity with other cards or other magnetic-reading equipment. If the above message is repeated, refer the customer to the card-issuing institution.
2. If your customer receives one of the following messages...
- You have selected an invalid transaction or account.
- That transaction is not available from this terminal.
- Sorry, you are restricted from using this ATM.
- Your maximum daily withdrawal limit has been reached.
- Bank unavailable.
...refer them to the card-issuing institution.
3. If a cash-dispensing error occurs (the customer receives too little cash or too much)...
...ATM network rules and regulations require that such errors be managed by the card-issuing institution. Refer the customer to that institution. Note: Such an error should not affect your ATM journal balance.
What do I do when a customer uses my ATM and doesn't receive any money but thinks they got charged?
Please do not give the customer money out of your cash register as this may complicate matters in resolving the transaction error.
Have the customer call 1-800-769-2826 at IMS and report the discrepancy; they will be asked to provide the following:
- Customer’s name and phone number
- First 4 and the last 4 digits of their card number
- Terminal I.D. #, and sequence #, which can be found on the receipt
- Time of transaction
- Amount requested and amount received
IMS will research the transaction and if the merchant was paid we will request the merchant to send IMS a copy of the journal. IMS will process the reversal through the networks at no cost to the merchant,
if handled within 10 days. If the journal is not received by IMS within ten days, then the cost to the merchant will be $30.00.
What Federal Banking Regulations Apply?
Federal banking regulations require that in the event a customer disputes receiving cash from the ATM, the merchant MUST provide the ATM journal for proof of the transaction in question. The Merchant will be charged for the discrepancy unless he/she can provide a copy of the ATM journal verifying that the cash withdrawal took place properly.
