SS14/16 ATM - PayPoint ATM... · 2020-03-04 · Introduction Introduction Thank you for choosing an...

SS14/16 ATM

Training Guide20020002

SS14/16 ATM Guide_. 22/04/2014 12:25 SS14/16 ATM Guide_. 22/04/2014 12:25 Page 3

20020002 PayPoint ATM SS14/16 Guide.indd 1 16/11/2016 07:14

Contents1. Introduction 1

2. Admin and Accounting 3

3. Knowing your ATM 7

4. Start of Day Procedure 11

5. End of Day Procedure 17

6. Checking Cash Levels 21

7. Trouble Shooting 23

Fault Diagnosis 23

Clearing Note Jams 25

Replacing the Paper Roll 26

Clearing a Paper Jam 28

ATM Offline 30

8. Operational Tips 31

How to Contact UsShould you need any help or further advice regarding the ATM, please call the PayPoint Contact Centre on:freephone 0800 310 0000.

www.mypaypoint.com



Intro

du

ctionIntroduction

Thank you for choosing an SS14/16 ATM fromPayPointThis booklet will provide you with all the information you need totrain your staff to operate the ATM, and it provides you with someoperational tips and trouble shooting advice too. Please ensure thatyou understand how to correctly fill and operate the ATM tomaximise your earning potential and to meet the needs of yourcustomers.

Your ATM provides a service to Bank and Building Societycardholders, making your store an integral part of the retailbanking sector.

Stocking your ATM• Providing a reliable service to your customers will mean they

always get their cash from your ATM and will visit repeatedly.

• Always fill the ATM each morning with a minimum of £600 for asurcharge ATM and £1,500 for a non surcharge ATM.

• Experience has shown that customers withdraw more cash on aThursday, Friday and Saturday.

• You will need to increase your daily cash fill as your ATM becomesmore established.

• Always empty the cash at the end of every day.

• Always leave the ATM door open to show that it is emptyovernight.

• Ensure your staff know how to operate the ATM.

Promote your ATM Service

• Ensure your ATM Point of Sale materials are in good conditionand are prominently displayed.

• During opening hours, always display your ‘Cash Machine Here’pavement sign.

• Encourage your customers to use the ATM rather than givingthem ‘Cashback’ at the till.

1



Maintenance of your ATM

• Keep your ATM screen and cabinet clean and easy to access at alltimes.

• Always complete the Start of Day and End of Day proceduresEVERY DAY.

• As soon as you become aware of any fault, report it immediatelyto the PayPoint Contact Centre on: freephone 0800 310 0000.

Your local environment – keep us informed

Protect your transaction volumes – let us know if there has been achange in your local environment, for example, new ATMs beinginstalled near to your store or ATMs being removed from your localarea, which may cause changes in your transaction volumes.

We want to help you achieve the best for your store, yourcustomers and your profitability.

Note Checkers

LINK oversee the ATM network in the United Kingdom and as suchATM deployers like PayPoint and their retailers who operate theATMs are required to follow LINK operating practices.

One of these practices supports the Bank of England initiative toreduce fraud and underpin customer confidence in the UK ATMNetwork by checking bank notes used to stock the ATM. This can bedone easily with a Bank of England approved notechecker.

From April 2014 new ATM sites need to comply with this directiveimmediately. For details of compliant note checkers, please contactPayPoint on freephone 0800 310 0000. Older ATM deployments willalso need to comply and PayPoint will notify retailers when they arerequired to start authenticating notes. (Irish and Scottish notescurrently don’t need checking.)

You will be required to check all notes using the note checkerbefore stocking the ATM.

Introduction

2



Admin and Accounting

Settlement and Banking procedures

• Each day you should carry out a Start and End of Day procedure.

• The End of Day procedure must be completed before midnight forPayPoint to reimburse your ATM credits three working days later.

• You have been provided with a balance sheet pad to record allcash put in and taken out of the ATM daily.

• The cash dispensed through the ATM is referred to as ‘ATMcredits’. As part of Single Daily Settlement, these credits will beoffset against your debits and credits for your other PayPointproducts.

• PayPoint will confirm the cash values dispensed by your ATM onthe settlement report via www.mypaypoint.com and/or via yourterminal.

Ad

min

and

Acco

un

ting

3

Net settlement calculated and direct debited to PayPoint

£700

3 Banking days later

The Single Daily Settlement cycle

1 banking transaction fee

Bill payment,top-ups etc

£1,000 taken

Cash paid outeg. ATM credits

£300 paid out




4

• You will receive one debit or credit into your bank accountaccording to the timetable below.

• Commission for all successful transactions will be paid into youraccount weekly with other commission payments.

• Details of ATM commission will be found on your ATM self-billinginvoice (SBI), which is available at www.mypaypoint.com. Youwill only be paid the commission on transactions once a successfulEnd of Day has been completed.

• Where applicable, customers do not pay a surcharge if the fullamount of money requested is not received. This is referred to as a ‘partial transaction’ and no commission is earned for these transactions. This will be recorded on your ATM SBI as a ‘zero value’ transaction.

Day of customer Daily monies - Debited/credited transaction to your account* on the following …MONDAY THURSDAYTUESDAY FRIDAYWEDNESDAY MONDAYTHURSDAY TUESDAYFRIDAY WEDNESDAYSATURDAY WEDNESDAYSUNDAY WEDNESDAY

*Or the next working day following any bank holiday(s).




5

ATM Balancing Sheet

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SS14/16 ATM Guide_. 22/04/2014 12:40

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SS14/16 ATM Guide_. 22/04/2014 12:25 Page 3


6



Kn

ow

ing

you

r ATM

Knowing your ATM

7

Opening the cabinet panels and safe

Top panelTop panel lock

Safe vanity door lock

Safe vanity door

Safe dial

Safe lock handle



ATM Main Menu

Error Summary, press help desk forfull information

Shutdown / Restart

Exit

User Logon

Help desk Info

Accessing the admin functions

8

Knowing your ATM

Open the top section by pulling itforward and back again

Insert the key in the top panel lock and turn it clockwise

Select User Logon

Enter 6 digit Manager ID

Enter 4 digit Manager PINthen press Enter



Knowing your ATM

9

Opening Index start at zero

Opening the Safe door1. To open the Safe you must know the three number combination. 2. Concentrate on being as accurate as you can.3. Always stop with your number on the Opening Index.

4. Always start with the dial turned to zero.

DirectionStage

Turn the dial past the firstnumber of your combinationthree times and stop with thisnumber on the Opening Indexon the fourth turn

Opening theCombinationSafe Dial

Number oftimes youpass yournumber

Stop whenyou get toyour numberthis time

Instruction

Left or Anti -clockwise1

2

3

4

3 4th

Right orClockwise

2 3rd Turn the dial past your secondnumber twice and stop withthis number on the OpeningIndex on the third turn

Left or Anti-clockwise

1 2nd Turn the dial past your thirdnumber once and stop with thisnumber on the Opening Indexon the second turn

Right orClockwise

Turn the dial until it stopsmoving



10

Knowing your ATM

• To open the safe door, turn the safe handle anticlockwise (to the left).

• To close the safe door, turn the safe handle clockwise (to the right).

• Spin the safe dial a few times to secure the safe.

• Pull the safe handle to test it is closed and secure.

You must leave the safe dooropen and remove cassettesovernight.

Tips• As long as you have not gone too far past your number you

can often carry on.

- E.G. If your number is 22 and you have stopped between 22 and 23 carry on, it should work, however, if you went to 23 you have gone too far and will have to restart.

• You can’t turn the dial backwards to compensate for missing your number, you need to start again.

• Don’t give up if it goes wrong the first time - try again.

• If it still goes wrong, spin the dial left (anticlockwise) or right (clockwise) twice to clear any numbers, walk away and take a break from it and try again later.

• You may need to practice this process a few times to be confident.

Safe dial

Safe handle



STAR

T OF D

AY

PR

OC

EDU

RE

Start of Day Procedure

11

There are three key steps to the Start of Day procedure:

Step 1 - Load cash in cassettes

Step 2 - Cash admin

Step 3 - Test cash

You need to do this EVERY DAY.

Reject tray

Handle to pull dispenserforward

Cassette latchTop cassettefor £10s

Bottomcassette for£20s

Drive handle




12

Step 1 - Load cash in cassette

Lift the cassette latch to remove the cassette

Open the cassette by lifting the latchup then pulling the top towards you

Prepare good quality notes - freefrom folds, rips and sticky tape - and place them in the cassette

£10’s go in the top cassette and£20’s go in the bottom cassette.Please note: If they are placedincorrectly you risk the ATMdispensing the wrong notes.

Close the cassette and press thecatch in place

Insert the cassette in the dispenser,pushing it until it clicks




13

Add Quantity of notespress Enter

Login

Choose Settlement

Start of Daypress Continue

Select 10

Select 20

Add Quantity of notespress Enter

Back to menuCheck the print out

Close the safe door

Complete test cashpress Continue

(See over forhow to read your print out)

Step 2 - Cash AdminThe note count figures need to be added via the Manager Menu, inorder for your ATM to dispense cash.

A successful test is indicated by the message ‘The cash pick test was successful’



Today’s dateCurrent timeTerminal ID of this ATM

No. of £10 notes in the cassetteEstimated number of notes rejectedTotal number of £10 notes in the ATMNo. of £10 notes dispensedTotal number of £10 notes

No. of £20 notes in the cassetteEstimated number of notes rejectedTotal number of £20 notes in the ATMNo. of £20 notes dispensedTotal number of £20 notes

14


• Record what you put in the ATM on your balancing sheet.



Select Back To Menu twice toget to the Manager Menu

Confirm Cash Dispenser, Card Reader and Receipt Printerare all green, indicating they are operating correctly

Select Back To Summary

At the Main Menu select Exit toget to the Customer screen

Step 3 - Test cashIf the test cash doesn’t succeed, then check the cassettes and cashare aligned correctly. Test cash again. If unsuccessful, refer to troubleshooting page 23.

Manager Menu

Please Select Function

Receipt Printer

Back to Summary

Electronic Journal

More

Cash Dispenser

Card Reader

Cash

Settlement

This cash machine will charge

you £1.75 for cash withdrawals

Check your balance free

Insert card to begin

IT’S FREE

to withdraw cash and check your balance


The machine is now ready for service, check the safe doorhas been properly secured.


15



16

SS14/16 ATM Guide_. 22/04/2014 12:25


END

OF D

AY

PR

OC

EDU

RE

End of Day Procedure

17

At the end of every day, you need to empty your ATM of all cash.Always leave the ATM open at the end of every day. If you don’tfollow this procedure, you will not be credited for the cashwithdrawals that have taken place.

Press Continue

Login

Choose Settlement

Choose End of Daypress Continue

Press Exit

Press 0 to continue and to initiatethe settlement process

Now remove the notes from the cash cassettes and press Confirm.

(See over forhow to read your print out)

Wait forprint out




18

Today’s dateCurrent timeTerminal ID of this ATM

Date & Time of last settlementCurrent date & Time

No. & value of cash transactionsValue of Partial transactionsValue of Unknown transactionsNo. of balance enquiries

£10 notes left in the ATM£10 notes dispensed£10 notes entered at Start of DayRejected notes indicator

£20 notes left in ATM£20 notes dispensed£20 notes entered at Start of DayRejected notes indicator

• Record what is left in the ATM as well as the physical cash counts left in the cassettes on your balancing sheet.




19

The screen will confirm settlement is complete. A printout will nowbe produced showing cash withdrawals and reversals.

The ATM will now automatically return into service displaying one of the screens below.

No. of Balance enquiries

No. of cash withdrawalsValue of cash withdrawals

No. of ReversalsValue of Reversals

This cash machine will charge

you £1.75 for cash withdrawals

Check your balance free


IT’S FREEto withdraw cash and check your balance


Leave the ATM switched on but with the safe door openand the cash cassettes removed ensuring you always checkthe reject compartment for notes.



20



CH

ECK

ING

C

ASH

LEVELSChecking Cash Levels

21

The current cash levels are nowdisplayed for both cassettes

Login

Choose Cash

At Cash Menupress Cash Counts

Back to Menu then press Exit

Cash Counts

Current counts for notes are

Back to Menu Print

£ 10 £ 20 £ £ Cassette(s) 00000 00000+ Reject Bin= Total in ATM+ Dispensed= Total

00000 0000000000 0000000000 0000000000 00000

In order to ensure the ATM is stocked throughout the day, you cancheck the levels without opening the safe using the ‘cash counts’.



22

Checking Cash Levels

Input £10’s and £20’s figures

Login

Choose Cash

Choose Add Cash

Add cash into your cassettes

Back to Menu and Exit

If you find you need to add more cash during the day, then this canbe completed via the cash menu.



Trouble Shooting

Fault DiagnosisThe Manager Menu informs the user of problems with its majorcomponents as well as issues with cash and paper supply.

When you login, if there is a problem that requires attention it will be indicated in red or orange.

Selecting the relevant button will initiate testing for that device.

Trou

ble Sh

oo

ting

23

Manager Menu


Receipt Printer

Back to Summary

Electronic Journal

More

Cash Dispenser

Card Reader

Cash

Settlement

Manager Menu


Receipt Printer

Back to Summary

Electronic Journal

More

Cash Dispenser

Card Reader

Cash

Settlement

Colour Likely cause

Out of Cash / Note jam

Low Cash (under 50 notes)

All OK

Colour Likely cause

Faulty check for debris

Check for debris

All OK

Manager Menu


Receipt Printer

Back to Summary

Electronic Journal

More

Cash Dispenser

Card Reader

Cash

Settlement



Trouble Shooting

24

Manager Menu


Receipt Printer

Back to Summary

Electronic Journal

More

Cash Dispenser

Card Reader

Cash

Settlement

Manager Menu


Receipt Printer

Back to Summary

Electronic Journal

More

Cash Dispenser

Card Reader

Cash

Settlement

Manager Menu


Receipt Printer

Back to Summary

Electronic Journal

More

Cash Dispenser

Card Reader

Cash

Settlement

Colour Likely cause

Out of Cash / Faulty

Low Cash

All OK

Colour Likely cause

Out of Paper / Faulty

Low Paper

All OK

Colour Likely cause

No settlement for over7 days

Not Used

All OK



Trouble Shooting

25

Clearing Note JamsIf a note jam occurs, you can select Cash, then Test Cash from theManagers Menu. If this doesn’t resolve the error, you will need tomanually remove jammed notes from the dispenser.

Carefully, remove notes and place in the reject tray

Pull the dispenser out using the green handle

Look for notes where the arrows show

Turn the green drive handleanticlockwise to free any notes

Put the dispenser back in place with cassettes inserted

Complete a test cash

If problems persist, please call us on freephone 0800 310 0000



26

Trouble Shooting

Replacing the paper roll

Locate the printer on the left hand side

Remove the old roll core and keep the green spindle

Insert the new roll on the greenspindle ensuring it has a clean,

straight edge on the roll

✔✖

SS14 SS16



Trouble Shooting

27

Place the new roll into the slot in the printer mechanism

A successful auto feed will result ina printout showing the message

‘Printer OK’ and a smiley face

Insert the end of the new roll into the slot indicated by the greensticker, the printer senses the paper and auto-feeds the roll through

This completes the paper loading

Please note your PayPoint terminal receipt rolls will not work inyour ATM. New receipt rolls can be ordered through

the Contact Centre on freephone 0800 310 0000.

SS14 SS16

SS14 SS16



Trouble Shooting

28

Clearing a paper jam

Open the front panel of the ATMto access the printer

Remove the printer roll

Push up on the metal lever that ismarked with a green triangle

SS14

SS16



Trouble Shooting

29

Hinge the black plastic section backinto position and push it home sothe metal lever clicks into place

Reload the printer roll

The printer should now produce a test print

If you still have problems, pleasecall us on freephone 0800 310 0000

The black plastic section of theprinter will now hinge backwards,

remove any paper debris



Trouble Shooting

30

ATM offlineIf your ATM shows ‘Sorry temporarily out of service’, you will needto open the top section and check the main menu error summary. Itmay show ‘communications down’. In this case:

Check your router is on and hasstable green lights

If it does, swap the ATM cable into a different port

on the router

If not, try rebooting therouter, then contact your

broadband provider

If your ATM is connected viapower line adapters, check

the following

If the green lights are on,then reboot your ATM

Unplug and plug bothpairs back in

Unplug and plug bothpairs back in

✔ ✖ ✖

If problems persist, please call us on freephone 0800 310 0000



Operational Tips

Recommended Security MeasuresAs a PayPoint ATM Retailer you have a duty to maintain the highestlevels of security throughout every aspect of your operationalprocedures. Once the ATM has been installed at your site you havea responsibility to both yourself and your staff to always followthese security measures.

Ensure you have adequate insurance to cover the ATM.

1.Cash Removal and Replenishment for Self Fill ATMs

• Fill the ATM with sufficient cash for one day only.• Remove cash from the ATM at the end of trading to a safe or lock

box on the premises. This should be done with the premises locked and when customers are not in the store. Leave the door to the ATM open when the premises are not operational.

• Replace cash into the ATM with the premises locked and customers excluded prior to opening for the next period of trading.

• Place notices prominently around the perimeter of the store stating that it holds no cash when the premises are closed.

2.Servicing of ATMs

In the event of an ATM needing to be serviced, the cash will need tobe removed for the engineers.

The cash should be temporarily transferred to a locked safe ofadequate cash security rating whilst the service is being undertaken.

3.Closed Circuit Television

It is good practise to have CCTV within your store. However, theATM keypad should not be overlooked by the camera.

• Notify PayPoint immediately if the keypad has been tampered with.

Op

eration

al Tips

31



4. Rebooting the ATM

From time to time, you may be required by the PayPoint Help Deskto complete an admin function. Please only complete these taskswhen instructed by the ATM Help Desk.

• Open the top section forward.• Select Shutdown/restart.• Select either Restart or Shutdown.

If you are unable to get to this screen;

• Open the top section forward.• Turn the ATM off by the orange rocker switch at the back.

5. Notification of changes to business details

It is important that we maintain accurate records of your businessdetails. You must notify the PayPoint Contact Centre immediately ofproposed changes to any of the following:-

• Ownership of business – Sale/Transfer/Legal Status/Close of Business

• Trading Name• VAT Registration details• Postal Address• Telephone Number• Bank Account details • Opening Hours• Temporary Closure - alterations to premises

We require confirmation in writing, giving 28 days' notice to makethese changes. Written notice should be addressed to:Retail Operations Team, PayPoint, 1 The Boulevard, Shire Park,Welwyn Garden City, Herts AL7 1EL.

Operational Tips

32



Please note it is likely that we will have already overpaid you forthis transaction.

Operational Tips

33

6. Transaction Discrepancies

• ATMs may not always dispense some or all of the cash for various reasons, including:- The customer has insufficient funds.- The customers card is not valid or has the incorrect PIN.- The ATM is not stocked sufficiently with cash.- There has been an ATM malfunction.

• In all cases the customer will be able to check their balance on the ATM. In most cases the transaction reverses back immediately or within 24 hours.

• If they still believe their account has been debited with more money than they received from the ATM, they will need to contact their bank.

The customer will raise a LINK Claim viatheir Bank or Building Society

PayPoint will request a copy of your balancing sheet. This will need to be returned within 5 working days

PayPoint will investigate based onthe information you send us

PayPoint have two options:

Accept the claimPayPoint will give the money back

to the customer as well as debiting you for the claim value

Reject the claim as it is not valid

The customers money will not bereturned to their account

These actions are necessary in order for any claim to be processedin accordance with LINK Rules.

Do not pay any monies from your own funds.Always direct customers to their Bank or Building Society.



www.mypaypoint.com

PayPoint, 1 The Boulevard, Shire Park, Welwyn Garden City, Herts AL7 1ELFreephone: 0800 310 0000



SS14/16 ATM - PayPoint ATM... · 2020-03-04 · Introduction Introduction Thank you for choosing an...

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Transcript of SS14/16 ATM - PayPoint ATM... · 2020-03-04 · Introduction Introduction Thank you for choosing an...