Best Balancing Practices
Never Give Cash to Customers
Troubleshooting Settlement Totals

TROUBLESHOOTING YOUR DAY CLOSE TICKET

Remember, one of the steps of balancing your terminal is to compare the two totals listed on your Day Close Ticket. The two totals are:

Host/Settlement Totals - This is the amount the processor indicates was dispensed at your ATM and this is the amount that will be deposited into your bank account for today's business.

Terminal Totals - This is the amount your ATM says it dispensed as it physically counted the bills as they left your ATM.

If your Terminal Total is more than your Host/Settlement Total-your terminal is short. A cardholder may have received requested funds from your terminal and their bank account was not debited. Without a debit to the cardholder's bank account, your merchant account cannot be credited. AmericaOne will locate the missing transaction and process the paperwork to get your missing funds. Please call us or submit the following information within 48 hours of the discrepancy:

1. The Day Close ticket for the day the discrepancy occurred.
2. The Day Close ticket for the day prior to the day the Day Close ticket indicated a discrepancy.
3. The journal tape for all of the transactions between the Day Closes listed in #1 and #2.

Please make sure the journal tape and Day Close tickets are large and dark enough to be legible after faxing. Missing funds cannot be recovered if all numbers are not readable. There are strict time constraints imposed by the Federal Government. Any claims over 15 days may risk forfeiture.

If your Terminal Total is less than your Host/Settlement Total - your terminal is over. A cardholder using your terminal did not get their requested funds but their bank debited their account anyway. If their bank account was debited, your merchant account was credited even if no funds dispensed from the terminal. Cardholders have up to 6 months to file a dispute for these ATM transactions. You can choose to wait for a dispute to be filed or you can immediately have the cardholder reimbursed by notifying AmericaOne within 48 hours of the discrepancy by submitting:

1. The Day Close ticket for the day the discrepancy occurred.
2. The Day Close ticket for the day prior to the day the Day Close ticket indicated a discrepancy.
3. The journal tape activity for all transactions between the Day Close tickets listed in #1 and #2.

PLEASE NOTE: There may be times you receive a fax or call from AmericaOne regarding disputed transactions. Please follow the instructions as provided at time of notification. AmericaOne is here to ensure no amounts are debited from your account that should not be. However, the journal tape is always the final authority. If the journal indicates your terminal dispensed the cash, the cardholder IS NOT entitled to a refund. If the journal indicates your terminal did not dispense the cash, the cardholder IS entitled to a refund.

Any journal tapes not submitted in the time frame requested will result in an automatic debit to your account and any future claim by the merchant will not be honored.