Aloha Stored Value ACH FAQ Q: What is ACH? A: ACH is an acronym for Automated Clearing House, which is a secure private electronic payment transfer system that connects all U.S. financial institutions. This network enables electronic payments between financial institutions, such as processing and handling automatic payroll deposits and debit card purchases. Q: Who is transferring the funds between banks? A: Radiant Systems partnered with Worldpay to create Aloha Stored Value ACH. Worldpay submits all transfer requests each banking day to the Federal Reserve. Q: Will Radiant Systems partner with other processors in the future? A: Radiant has chosen to partner with Worldpay because of their experience and success with ACH fund transfers for credit cards. At this time, Radiant Systems does not plan to partner with any other processors. Q: What is the transfer process? A: Every day by 12 p.m. eastern time, Radiant Systems transmits an ACH file to Worldpay that contains the net of all Stored Value transactions by merchant account number. Worldpay processes that file and submits the transfer request to the Federal Reserve. Each effected bank will then debit and credit the appropriate bank account for the centralized funds pool and each effected store. Q: What is a centralized funds pool? A: A centralized funds pool is a separate bank account established by the corporate brand, which secures the funds for all outstanding gift card liabilities. The central funds pool reduces the risk associated with redeeming gift cards sold in another store, for both corporate and franchisees. When you sell a gift card, the funds are transferred to the centralized funds pool for holding. When a customer redeems a gift card, the funds are transferred from the centralized funds pool to the bank account for the redeeming store. Q: How soon are the funds transferred? A: Radiant Systems sends the ACH file the following business day by 12:00 p.m. eastern time for processing. Worldpay processes the file and submits the transfer request each banking day. This implies that Aloha Insight submits any transaction occurring between Friday and Sunday on Monday. Normal funds settlement occurs within two banking days. Q: Are the funds immediately available in my bank account? A: Funds normally transfer within two banking days. If the funds are not available, check the status of the transfer through the Stored Value ACH Transaction Status report in Aloha Insight. If you still have questions about a transaction after reviewing the report, open a support incident with Aloha Insight by sending an email to support@alohaInsight. Q: If I already use Worldpay to process credit cards, can I use the same merchant account information? A: Yes, if you already use Worldpay for credit card processing, then you already have an established merchant account number that works with the ACH program. Q: If I currently do not use Worldpay to process credit cards, does Worldpay still need my bank account information? A: Yes, as you sign up to participate in the ACH program, contact Worldpay and supply them with your bank account information. Worldpay then assigns a unique merchant account number and terminal ID for you to use when configuring your store in the Aloha Insight Web site. If you are with a franchise organization, you may be required by your corporate brand to supply the financial authorizer with this information, as well. Q: What is a financial authorizer? A: The financial authorizer approves or rejects the merchant account number entered for the store in Site Setup prior to the site generating an ACH transaction file. Keep in mind that the financial authorizer must have access to all of your merchant account numbers for your stores. Q: I want to select a new financial authorizer, but cannot. How do I change the financial authorizer? A: For security reasons, Aloha Insight prevents you from changing the financial authorizer, after you save your selection in Company Setup, without opening a support incident and sending an email to [email protected]. Q: I have rejected a merchant account in the Merchant Account Authorization module. What do I need to do now? A: If you reject a merchant account, it is important to notify the administrator of that store of the rejection reason so they can resolve any discrepancies. If you approve a store, no further action is required on your part. Q: What are ACH transaction file rejections? A: ACH transaction file rejections are failures in either the file transmitted to Worldpay for processing (file level) or in the transaction being processed (merchant level). Rejections can occur for any number of reasons. File level rejections are errors that occur in the physical file sent to Worldpay for processing. Worldpay rejects the entire file for any of the following reasons: • Invalid group ID • Invalid merchant account number or terminal ID information Merchant level rejections are other errors. Some of the more common errors that would cause a rejection include: • Insufficient funds • Uncollected funds • Account closed • Invalid account number • Stop payment • Account frozen. Q: How will I be notified of a rejection? A: Aloha Stored Value ACH automatically notifies the Aloha Insight support team when a rejection occurs. Aloha Insight resolves file level rejections. Aloha Insight support notifies you if there is merchant level rejection. You can also configure an alert to notify you when there is a rejection. Use the ‘Failed ACH Batches by Merchant Account’ line item to create the alert. This line item is only available in the Alerts Setup wizard. Q:How do I resolve a rejection? A: Once you receive notification of a rejection, print the Stored Value ACH Transaction Exception report to obtain a listing of all rejected transactions and the associated rejection reason. You can use the report to research and resolve the reason for the rejection. After you correct the rejected transaction, a manual settlement process is required to reconcile the outstanding transactions. Q: Can I reprocess a rejected transaction? A: There is a fee associated with every rejection. Reprocessing a previously rejected transaction may incur another fee for your company; therefore, it is best to manually reconcile the transaction. Q: Who gets charged for an ACH rejection? A: The owner of the central funds pool incurs the fee for merchant level rejections. Q: Will my store continue to process if there is a rejection? A: An individual rejection will not prevent you from processing future days’ transactions. It is important to research the cause of the rejection and resolve the issue to prevent additional rejections for future days.