Troubleshooting the Bank Statement

The following section contains troubleshooting information when your bank activity does not match the Stored Value ACH Transaction Status report. There are four main troubleshooting scenarios covered:

•	A transaction appears on the Stored Value ACH Transaction Status report, but not on the bank statement.

•	A transaction appears on the bank statement, but not on the Stored Value ACH Transaction Status report.

•	A transaction posts to an incorrect bank account.

•	A transaction posts to the incorrect central funds pool.

Transaction Not Listed On the Bank Statement

If you have a transaction that appears on the Stored Value ACH Transaction Status report and does not appear on the bank statement, use the following steps to troubleshoot:

1.	Obtain a copy of the Stored Value ACH Transaction Status report that contains the transaction missing from the bank statement.

2.	Obtain the bank statement for the date range of the Stored Value ACH Transaction Status report.

3.	Check the ‘Status’ column on the Stored Value ACH Transaction Status report.

If the Status column contains:

Pending — Indicates the file has not been sent to Worldpay. If the status appears as ‘Pending’ for more than 24 hours, contact Aloha Insight support to open a support incident.

Transmitted — Indicates the file has been sent to Worldpay and no rejection has been received. If the status persists for more than two banking days and a deposit is not made, contact Aloha Insight support to open a support incident.

Rejected — Indicates the destination financial institution generated a reject, such as invalid account, closed account, insufficient funds, etc. Aloha Stored Value ACH assumes all transactions are successful until Aloha Stored Value receives a “rejection” notice. Most rejections occur within seven business days of the transmission. If a transaction receives a rejection notice:

1.	Generate an Stored Value ACH Transaction Exception report.

2.	Determine the reason code supplied by the destination financial institution. The following list provides some examples of possible rejection codes.

•	R01-Insufficient funds to cover the dollar balance of debit entry

•	R02-Account closed

•	R05-No account/unable to locate account

•	R04-Invalid account number The structure of the account number is invalid

•	R09-Uncollected funds

•	R12-Account sold to another financial institution

•	R16-Account frozen

•	R20-Non-transaction account

•	R07-Authorization revoked by customer

•	R08-Payment stopped or stop payment on item

•	R10-Customer advises not authorized item

•	R29-Corporate customer advises not authorized

•	R81-Permissible return entry

•	R14-Representative Payee deceased or unable to continue in that capacity

•	R15-Beneficiary or Account Holder deceased

3.	Contact the account holder to collect funds.

4.	Deposit funds in funds pool.

The Stored Value Transaction Status report lists the ACH transaction as ‘Rejected,’ if you deposit funds manually into the funds pool.

Transaction Not On the Stored Value ACH Transaction Status Report

If a transaction appears on your bank statement, but does not appear on the Stored Value ACH Transaction Status report, perform the following:

•	Confirm the amount is not your monthly ACH fee from Worldpay. These transactions do not contain the ‘Stored Value ACH’ descriptor. If you have any questions about your fee, please contact your Worldpay representative.

•	Contact Aloha Insight support to open a support incident.

Transaction Posts to an Incorrect Bank Account

If a transaction posts to an incorrect bank account, perform the following:

1.	Locate the Merchant Account number and Terminal ID for the store.

2.	Identify any other stores that use the same Merchant Account number and Terminal ID.

3.	Verify the numbers entered in Site Setup are correct.

4.	Call Worldpay to verify the bank account information.

5.	If all stores using the Merchant Account number and Terminal ID need to use a different bank account, contact Worldpay to update the Merchant Account number with the correct bank account number.

6.	If only one store needs to use a different bank account, contact Worldpay for an updated Merchant Account number and Terminal ID combination. Access Site Setup on Aloha Insight and update the store with the new Merchant Account number and Terminal ID.

Transaction Posts to the Incorrect Central Funds Pool

If the transaction posts to the incorrect central funds pool, perform the following:

1.	Identify the card type.

2.	Record the Group ID for the card type in the Card Setup wizard.

3.	Identify any other card types that use the same Group ID.

4.	Call Worldpay to verify the bank account information.

5.	If all card types using the Group ID need to use a different bank account, contact Worldpay to update the Group ID with the new information.

6.	If only this card type needs to use a different bank account, contact Worldpay for an updated Group ID that you enter in the Card Setup wizard in Aloha Insight.