Troubleshooting Stored Value ACH Transactions The following section contains tips for troubleshooting when the amounts on the ACH Transaction Status report and the Stored Value ACH Reconciliation report do not match. Compare Restaurants and Merchant Account Numbers Compare the merchant account number on the report with the merchant account number for the store. You associate the merchant account number provided by Worldpay to specific restaurant(s) in Aloha Insight. This number designates the bank account used for deposits and withdrawals for the Stored Value transactions for the store. You can use the same merchant account number for multiple stores, if all the stores use the same bank account. To verify the store is using the correct merchant account number: • Confirm the store group on the report contains the correct stores. • Confirm which stores were associated with the merchant account number on the date of the report. • Check with the financial advisor for your company to see if any stores were added or removed from the merchant account number since that date. You can use the Stored Value ACH Merchant Account Number Audit report to determine if any stores were authorized since the ACH date. • Make appropriate changes to the Store Group and regenerate the report. Compare the Card Series to the Group ID Verify the card type has the correct Group ID. You associate the Group ID provided by Worldpay to a card type in Aloha Insight. This number designates the bank account Worldpay uses for the central funds pool. You can use the same Group ID for multiple card types, if the card types use the same bank account to hold Stored Value liability funds. To compare the card type to a Group ID, verify and perform the following: • Confirm the card types included in the report. • Confirm which card types were attached to the Group ID on that date. • Check with your Stored Value administrator to verify if any card types have been added or removed from the Group ID since that date. • You can use the Merchant Account Number Audit report to locate any stores authorized since the ACH date. • Make appropriate changes to the Store Group and regenerate the report. Compare Polling Date and ACH Transaction File Date Aloha Stored Value supports redundancy when a restaurant cannot communicate with the central Stored Value database, meaning your restaurants can still sell and redeem gift cards. Aloha Stored Value stores transactions locally and updates Aloha Insight when the restaurant regains a connection; therefore, the ACH transaction date is the same date the store updates with Aloha Insight. If the gift card transaction updates several days after the actual transaction date, you must account for these transactions on the actual date transmitted to Worldpay for ACH file reconciliation. To compare the actual polling date and ACH transaction date, verify and perform the following: • Generate and reconcile Stored Value reports after the expected transaction date. • In many cases, there will be another day that is off by the same amount and the two unreconciled amounts will net to 0. • Contact Aloha Insight support to open a support incident and learn the specific dates the restaurants did not connect to the central Stored Value database and stored transactions locally. • If a store did not poll for the applicable dates, either remove the store from the store group or manually subtract the store’s transactions. • Regenerate the report. When reconciling the ACH file for the date that these transactions did not poll, manually add/subtract these transactions to the expected reconciliation amount. The two unreconciled amounts net to zero. Compare Stored Value Transaction Date/Time and ACH File Date/Time Compare the Stored Value transaction date and time to the actual date Aloha Stored Value sent the ACH file to Worldpay. The ACH file creation process runs every morning to meet the 12:00 p.m. EST deadline with Worldpay. This process creates the ACH file that Aloha Stored Value sends to Worldpay and includes all applicable Stored Value transactions occurring since the last ACH file. This file does not use business date as a filter. Stored Value transactions included in the ACH file may cross both business and calendar dates. • Confirm the date and time the Aloha Stored Value transmitted the ACH file based on the Stored Value ACH Transaction Status report. • Determine if any Stored Value transactions from the preceding business day occurred after the ACH transmission time. • Determine if any Stored Value transactions from the following business day occurred before the ACH transmission time. • Manually add/subtract these transactions to the expected reconciliation amount. When reconciling the ACH file for the date that these transactions did not poll, manually add/subtract these transactions to the expected reconciliation amount. The two unreconciled amounts net to zero.
