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When is the best time to do my day
close?
Each time that you add cash
to the ATM (cash replenishment). {Perform the Day Close/ Cassette Close/
Enter Quantity/ and Print Journal. See Page 1 and 2 in your WestCoast Cash ATM
Instruction Manual.)
How long should
my journal tape be saved?
It is advised to save it for two
years.
How
often should my journal tape be printed out?
Preferably each time that
there is a cash load/ replenishment.
What
does a "Host totals not received" message mean when I did my day
close?
For the most part, a
"Host totals not received" is nothing to worry about. This is a
communications problem and you can ascertain the correct totals for that
particular day by calling our Customer Service Center (1-888-317-8811) or by
accessing your account via our website.
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 our Customer Service Department at 1-888-317-8811 for
assistance.
When
will my day-close amount settle back to my bank account?
Deposits will generally 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.
I
see a negative balance when printing my cassette close. 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 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 be done if there is a debit to my ATM account?
As soon as you see the debit
on your account, call our Customer Service Center at 1-888-317-8811. Please provide the
WestCoast Cash representative with the date the debit hit your account as well
as the description and the dollar amount. The representative will research
the debit and give 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, initiate a trace request, 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.
What
types of changes should WestCoast Cash be notified of?
Please notify us of any of
the following changes:
Why
do you need my ATM phone number?
WestCoast Cash monitors your
machine and notifies you of error codes by dialing into your ATM's phone
number. The ATM will also call us and let us know that it is having a
problem.
How
do we 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. At any time, our Customer
Service Representatives are available to help you with any problems. They
can be reached 24/7 at 1-888-317-8811.
A. If your customer receives
one of the following messages:
... 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.
B. If your customer receives
one of the following messages:
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You have selected an
invalid transaction or account
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That transaction is not
available from this terminal
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Sorry, you are restricted
from using this ATM
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Your maximum daily
withdrawal limit has been reached
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Bank unavailable
... refer them to the
card-issuing institution.
C. If a dash-dispensing
error occurs (the customer receives too little cash or too much)...
... ATM network rules and
regulations require that such errors be acted upon as quickly as possible.
Have the customer contact our Customer Service Department at
1-888-317-8811. Note:
Such an error should not affect your ATM journal balance.
What
do we tell the customer who uses our ATM and doesn't receive any money but
thinks they got charged?
This is an error caused by
the quality of the connection and has nothing to do with the reliability of your
ATM. Because of this, the customer should try the transaction again in a few moments.
Please do not give the customer money out of your cash register as this may
complicate matters in resolving the transaction error. Most often there is
a hold on the money and the charge is reversed within 72-96 hours.
If the error is not resolved
with a second try, instruct the cardholder to
call our Customer Service Representatives for assistance at 1-888-317-8811.
[ Home ] [ Company Profile ] [ Feasibility ] [ Services ] [ Products ] [ Parts & Accessories ] [ ATM Tidbits ] [ Frequently Asked Questions ] [ Site Map ] [ Testimonials ] [ Contact Us ]
WestCoast Cash Inc.
Suite 27-880 Christina Place
Kelowna, British Columbia
Canada V1V 1S2
Corporate: 1.250.763.0684
Toll Free: 1.888.317.8811
Fax: 1.250.861.8948
Email:
info@westcoastcashatm.com
sales@westcoastcashatm.com
customersupport@westcoastcashatm.com
Copyright © 1998 WestCoast Cash Inc.
All rights reserved.
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