SS14/16 ATM
Training Guide20020002
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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
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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
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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
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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
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Admin and Accounting
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).
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Admin and Accounting
5
ATM Balancing Sheet
• Yo
u m
ust
sta
rt a
new
lin
e ev
ery
day
to
reco
rd t
he
amo
un
t o
f ca
sh p
ut
in a
nd
ou
to
f th
e A
TM o
n a
dai
ly b
asis
.•
A b
alan
cin
g s
hee
t, in
clu
din
g t
he
ph
ysic
alco
un
ts, w
ill b
e re
qu
ired
in c
ase
of
acu
sto
mer
Lin
k cl
aim
(se
e p
age
33).
• K
eep
all
reco
rds
for
the
ATM
in a
saf
ep
lace
.•
We
pro
vid
e yo
u w
ith
an
init
ial p
ad o
f b
alan
ce s
hee
ts, a
dd
itio
nal
su
pp
lies
are
avai
lab
le o
n r
equ
est.
• Yo
u m
ust
kee
p a
ll re
cord
s fo
r si
x (6
) ye
ars.
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Plea
se c
om
ple
te y
ou
r A
TM b
alan
cin
g s
hee
t ev
ery
day
.Th
is is
a c
on
trac
tual
req
uir
emen
t as
par
t o
f yo
ur
PayP
oin
t A
TM a
gre
emen
t.
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6
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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
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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
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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
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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
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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
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Start of Day Procedure
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
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Start of Day Procedure
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’
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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
Start of Day Procedure
• Record what you put in the ATM on your balancing sheet.
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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
Insert card to begin
The machine is now ready for service, check the safe doorhas been properly secured.
Start of Day Procedure
15
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16
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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
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End of Day Procedure
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.
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End of Day Procedure
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
Insert card to begin
IT’S FREEto withdraw cash and check your balance
Insert card to begin
Leave the ATM switched on but with the safe door openand the cash cassettes removed ensuring you always checkthe reject compartment for notes.
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20
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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’.
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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.
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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
Please Select Function
Receipt Printer
Back to Summary
Electronic Journal
More
Cash Dispenser
Card Reader
Cash
Settlement
Manager Menu
Please Select Function
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
Please Select Function
Receipt Printer
Back to Summary
Electronic Journal
More
Cash Dispenser
Card Reader
Cash
Settlement
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Trouble Shooting
24
Manager Menu
Please Select Function
Receipt Printer
Back to Summary
Electronic Journal
More
Cash Dispenser
Card Reader
Cash
Settlement
Manager Menu
Please Select Function
Receipt Printer
Back to Summary
Electronic Journal
More
Cash Dispenser
Card Reader
Cash
Settlement
Manager Menu
Please Select Function
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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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www.mypaypoint.com
PayPoint, 1 The Boulevard, Shire Park, Welwyn Garden City, Herts AL7 1ELFreephone: 0800 310 0000
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