SHAZAM Terminal Training GuideSHAZAM Operating Rules recommend a two-year retention period for settlement reports. Tip: Refer to SHAZAM Resource for samples, explanatio ns, and field

SHAZAM Terminal Training Guide The SHAZAM Network - October 12, 2020

© 2020 SHAZAM, Inc. All rights reserved. Confidential and Proprietary Page 1

SHAZAM Terminal Training GuideSHAZAM Terminals Training Guide, page 2

Daily Settlement, page 3

Captured Card Rules, page 4

Captured Card Form, page 6

Balancing SIF Terminals, page 7

Switch-in-Front Cash Withdrawal Only Balancing Section, page 8

ATM Cash Balancing Worksheet, page 10

Balancing Worksheet: ATM In-Process GL, page 13

Switch-in-front Full Function Balancing (Deposits) Section, page 14

ATM Cash and Deposit Balancing Worksheet, page 16

Balancing Worksheet: ATM In-Process GL, page 19

Balance Troubleshooting, page 20

Acquirer Adjustments, page 21

Processing Return Items, page 23

Surcharging at ATMs, page 24

Monthly Reports and Billing, page 26

Signage, Supplies, and Promotion, page 27

SHAZAM Terminals Training Guide The SHAZAM Network - October 12, 2020


SHAZAM Terminals Training GuideThe following describes the terminal products SHAZAM makes available to you.

Switch-in-Front (SIF)When you use switch-in-front support, your terminals interface directly with SHAZAM. SHAZAM either authorizes the transaction or forwards the transaction to the appropriate issuer for authorization.

SHAZAM MonitorSHAZAM Monitor Plus ATM monitoring service operates 24 hours a day, seven days a week (24/7) to ensure your ATM contact is notified quickly if the operational status of any of your ATMs changes. It logs all faults received, notifications, acknowledgements, out-of-service times, and in-service times to help you manage your terminal availability and program profitably. With SHAZAM Monitor Plus you can:

• Update ATM hours of operation, contact information, telephone numbers and email addresses quickly

• Receive email notifications of changes in the operational status and manage tickets • Obtain additional information to help eliminate downtime.• Terminal performance detail • Ticket history reports • Reporting device options • Status code frequency • Service time analysis • Contact type dispatching

Note: Refer to the SHAZAM Monitor page for more information.

SureXchangeSureXchange is a SHAZAM service that caters specifically to international cardholders by offering them the opportunity to do a currency conversion right at the ATM. The international cardholders will know the exact amount of money they are withdrawing from their account in their home currency, without having to wait days to determine this information.

https://www.shazam.net/ShazamWebApps/products_terminals_shazammonitor.html










Daily SettlementSettlement refers to SHAZAM’s process of disbursing and collecting funds among affiliated institutions and other networks to compensate for transactions. SHAZAM distributes settlement entries using the ACH system and recommends you receive settlement to an on-us account, although a correspondent account can be used.

SHAZAM’s daily cutoff occurs at 6 p.m CT every day, including weekends and holidays. A settlement file is originated and settlement reports are generated for each day of the year. Reports are product-specific, therefore, your institution might not receive all reports. These reports are available through Files in SHAZAM Access. Each report automatically generates when applicable.

Institutions should maintain transaction records according to applicable federal, state, and local regulations. SHAZAM Operating Rules recommend a two-year retention period for settlement reports.

Tip: Refer to SHAZAM Resource for samples, explanations, and field descriptions of these and other reports.

Establishing Institution Activity and Net (SSR120 and SSR122). This daily report details all transactions performed at each of your ATM and POS terminals individually, the Terminal Net and Surcharge total. The final pages of the report file, the SSR122, shows a combined total of all terminals' activity and surcharges.

Settlement Exception Activity (SSR114). This daily report lists chargeback, retrieval, funds disbursement, adjustment, and fee collection transactions including a net settlement figure for the items.

Institution Settlement Summary (SSR130). This report combines the card (SSR110), exception (SSR114), and terminal (SSR122) into a single debit or credit, if applicable. The ACH entry posts to the institution’s SHAZAM settlement account.

Acquirer Settlement Summary (SSR131). This report lists debits and credits at a merchant or terminal level, sorted by acquirer. The report is produced daily for all institutions participating in merchant/terminal settlement.

ATM Terminal Total Request Log (TD424-R). This daily report lists information about balancing ATMs including deposit, withdrawal, and merchandise dispense amounts; canister dispense quantities; current, cut-off, and prior cut-off totals; and request source. Terminal totals are present only if pulled.

https://www.shazam.net/shz_resource/siteFiles/index.html

https://www.shazam.net/shz_resource/siteFiles/index.html



Captured Card RulesATMs have one of three types of card readers: dip, swipe, or standard insert. A standard insert card reader can capture the card in the following cases:

• The card status is hot (command capture).• The cardholder leaves the card in the card reader.• The cardholder exceeds the number of allowable attempts to enter a PIN and the card issuer chooses

to have the card captured.• The machine malfunctions.

As an acquirer, you must record all cards captured by your ATMs. To do this, maintain a separate Captured Card form for each ATM established on the SHAZAM network. The form should include the following information:

• Capture date• PAN• Card type• Cardholder name• Capture reason (if known)• Card retention status

A sample blank Captured Card (#506) form is available in SHAZAM Resource > Forms.

Retain Captured Card forms for a minimum of two years and provide the forms to SHAZAM if requested.

Note: Do not send captured cards to SHAZAM. A handling fee may be assessed if you send a card to SHAZAM.

Processing a Captured Card To process a captured card, complete the appropriate steps for the card brand.

Mastercard

Cards captured by issuer command. Complete the following steps under dual control (with two employees present):

1. Record the captured card on your captured card log.

2. Cut the card in half vertically through the magnetic stripe.

3. Dispose of the card in a secure manner.

Cards captured by machine malfunction or cardholder error. Complete the following steps under dual control (with two employees present):

1. Retain the card in a secure place for two business days. You may release the card to the cardholder within those two days with reasonable cardholder identification.



2. If the card is returned to the cardholder, log the action on your captured card log. If the card is not returned to the cardholder, proceed with the following steps.




VisaComplete the following steps under dual control (with two employees present):




Other CardsFor cards without a Mastercard or Visa logo, such as American Express, Discover, and Electronic Benefits Transfer (EBT) cards, complete the following steps under dual control (with two employees present):

1. Record the card on your captured card log.



Although outside the SHAZAM Operating Rules, financial institutions in the same area may establish written agreements or other special arrangements for returning uncut SHAZAM-branded ATM-only cards to the card issuer.



Captured Card FormTerminal number: ___________________ Terminal location: ________________________

Acquirer routing number:_________________________ City, State:_________________

Acquirer name:_______________________________________________________________

Capture Date

PANCard Type

Cardholder Name

Capture Reason

Card Retention Status



Balancing SIF TerminalsThere are two phases to balancing an ATM. Phase one includes pulling ATM totals and reconciling the cash, deposits (if applicable) and merchandise (if applicable) in the ATM to those totals. Phase two includes reconciling the ATM in-process account by making entries from the ATM totals (current withdrawals, current deposits [if applicable], and current merchandise [if applicable]) and Establishing Institution (SSR120) report (SHAZAM settlement).

To reconcile ATM activity, an institution needs to set up two accounts: an ATM cash account and an ATM in-process account. Other accounts may be necessary, depending on your institution’s ATMs.

ATM Cash AccountThe ATM cash account initially shows the starting cash used to supply the ATM. When the institution takes totals, the current withdrawal figure is posted to the cash account to reduce the amount of cash left in the ATM. When cash is added to the ATM, it is also posted to the cash account to show the new cash total in the ATM. Some institutions prefer to use a teller assignment instead of a general ledger account.

ATM In-Process AccountThe ATM in-process account (DDA or general ledger) is used to reconcile the current withdrawal amount, current deposit amount (if applicable) and current merchandise, if applicable, from the ATM totals with the SHAZAM settlement amount reflected on the SSR120 report. Although SHAZAM settlement is at 6 p.m. CT, an institution may pull their ATM totals at any time. Therefore, a carryover balance usually remains in this account. A separate process account is recommended for each ATM.

Income General LedgerIf your institution allows surcharging you’ll also need an income general ledger. This account is used to reflect the income earned from surcharging, which is paid daily. This account may also be used to reflect profits from the mark-up on merchandise dispensed from an ATM.

Merchandise AccountIf your institution dispenses merchandise from its ATMs, you’ll need a merchandise account. This account is used to show the amount of merchandise in the ATM. When the institution takes totals, the current merchandise figure is posted to the merchandise account to reduce the amount of merchandise left in the ATM.



Balancing Cash-Withdrawal-Only ATMsA cash-withdrawal-only ATM allows withdrawals, transfers, inquiries, and merchandise dispensing. A cash-withdrawal-only ATM does not allow deposits.

Phase One: Pull Reset Totals and Reconcile Cash and MerchandiseTip: For instructions on pulling totals using SHAZAM Access, click Help > Terminals from any

screen.

1. Pull reset totals from the ATM using SHAZAM Access, a balancing card or the terminal vendor’s available method of requesting host totals from SHAZAM.

2. Open the ATM and check the divert bin. Remove any bills from the bin and place them in the appropriate canister. Count the cash and merchandise, if applicable. Download or archive the electronic journal, if applicable, or remove and save the paper journal. Check for captured cards, if applicable.

3. If the ATM is low on cash, merchandise, or any supplies, replenish them now.

4. Complete the ATM cash balancing worksheet to make sure the cash dispensed from the ATM matches the current withdrawals on the Reset Totals.

Total Definition

Current Total of all withdrawals and merchandise dispensed, if applicable, since the last time totals were reset.

Cutoff Total of all withdrawals and merchandise dispensed, if applicable, since SHAZAM’s cutoff at 6 p.m CT. the previous night.

Prior cutoff

Total of all withdrawals and merchandise dispensed, if applicable, that made up the prior SHAZAM settlement day.Example: If you pull totals Friday morning, prior cutoff includes all transactions from 6 p.m. Wednesday to 6 p.m CT. Thursday.

DATE TIME TERM SEQ #05/16/XX 08:29:3761 2XXX 000036

SHAZAM RESET TOTALSDEPOSITS WITHDRAWALS

CURRENT $.00 $590.00CUTOFF $.00 $430.00PRIOR CUTOFF $.00 $160.00

NUMBER BILL PAYMENTS 0

MERCHANDISECURRENT $50.00

ITEM COUNTS$20 CASSETTE 26$5 CASSETTE 14GIFT CERTIFICATES $5

10 @ $5.00 EACH



ATM Cash Balancing WorksheetTerminal #: _______________________ Date: ______________ By: ______________________

By: _______________________

Low bills: $

+ High bills: $

Starting cash: $

— Cash out: $ (Must equal current withdrawals from tape.)

Cash Balance $

Cash balance: $

+ High bills added: $

+ Low bills added: $

New Starting Cash $

Bills Dispensed

# High bills:

# Low bills:



Phase Two: Reconcile ATM In-Process Account1. Manually post the current withdrawal figure from the ATM totals as a debit to the ATM in-process

account (#_______________) and a credit to the ATM cash account (#_______________).

2. Manually post the terminal net from the SSR120 report as a credit to the ATM in-process account (#_______________) and a debit to the SHAZAM settlement account (#_______________).

Example: If the SSR120 report shows a terminal net credit of $250, you should credit the ATM in-process account and debit the SHAZAM settlement account.

Merchant/terminal settlement. The terminal net from the SSR120 report will be posted via ACH to the designated ATM in-process account and offset via ACH to the SHAZAM settlement account. A detail of the ACH entries can be found on the Acquirer Settlement Summary (SSR131) report.

Surcharge settlement. You can optionally have surcharge activity automatically debited from the designated ATM in-process account and credited to an income account. A detail of the ACH entries can be found on the Acquirer Settlement Summary (SSR131) report. A terminal’s SHAZAM SURCHARGE amounts from the SSR131 report are equal to the terminal’s TERM SURCHARGE TOTAL from the SSR120 report for that day.

Merchandise dispensing. Manually post the current merchandise total from the reset totals as a debit to the ATM in-process account and a credit to the merchandise account.

Note: Markup on merchandise dispensed will require a manual debit to the merchandise account and a credit to the income account.

Exception activity. When the Settlement Exception Activity (SSR114) report includes any exception items settled, balance that activity by posting an entry between your settlement account and the account in which the exception is pending.

Surcharge. If you are not enrolled in automated surcharge settlement, manually post the terminal surcharge from the SSR120 report as a debit to the ATM in-process account and a credit to the income account.

Brella person-to-person (P2P). When you subscribe to the Brella product, SHAZAM assigns a terminal number to be used to log Brella transactions. These transactions include both balance inquiries and, if applicable, P2P payments to other cardholders. You will receive a separate SSR120 report showing this activity.

One P2P payment generates two transactions on your report, both a debit and a credit, resulting in a net settlement amount of zero. The fee amount you charge your cardholders for each payment is also shown on the report, much like an ATM surcharge, and is settled as a credit.

The SSR120 “Terminal Net” will equal the total of the day’s income generated when your cardholders make payments to other cardholders. To book the fees collected, you will need to manually post the amount as a credit to your Brella income general ledger, and a debit to your SHAZAM Daily Settlement account.



Balanced Accounts

SHAZAM settlement account. After the above entries post, the balance goes to zero once the cardholder offset has been made (with the exception of prefunding), if applicable.

ATM in-process account. After the above entries post, this account equals the cutoff withdrawal figure from the reset totals.

Balancing Worksheet: ATM In-Process GLTerminal #: _______________________ Date: ______________ By: ______________________

*This will be your carryover for the next day. The carryover needs to be verified daily and should equal the end of day balance in your ATM in-process account.

Note: When reconciling your ATM activity with the SHAZAM settlement, remember that you are always reconciling one day behind. For example, to reconcile for the 14th, you must wait until you pull ATM totals on the 15th. The ATM totals from the 15th contain the cutoff withdrawals. The cutoff withdrawals will be all transactions from the SHAZAM cutoff at 6 p.m CT. on the 14th until the time you pulled ATM totals on the 15th.

Debit Credit

Previous day net cutoff withdrawals

SSR120 terminal net

ATM in-process account #: _________________Settlement account #: _________________

Current withdrawals

ATM in-process account #: _________________Cash account #: _________________

Surcharge

ATM in-process account #: _________________Income account #: _________________

Current merchandise

ATM in-process account #: _________________Merchandise account #: _________________

Totals

Cutoff withdrawals on today’s reset totals*



Balancing Full Function ATMsA full function ATM allows withdrawals, transfers, inquiries, merchandise dispensing, and deposits.

Phase One: Pull Reset Totals and Reconcile Cash, Deposits, and Merchandise

Tip: For instructions on pulling totals using SHAZAM Access, click Help > Terminals from any screen.

1. Pull Reset totals from the ATM using SHAZAM Access, a balancing card or the terminal vendor’s available method of requesting host totals from SHAZAM.

2. Open the ATM and check the divert bin. Remove any bills from the bin and place them in the appropriate canister. Count the cash and merchandise, if applicable, and remove all deposits. Download or archive the electronic journal, if applicable, or remove and save the paper journal. Check for captured cards, if applicable.

3. If the ATM is low on cash, merchandise, or any supplies, replenish them now.

4. Complete the ATM balancing worksheet to make sure the cash dispensed and deposits from the ATM matches the Current Withdrawals on the Reset Totals.

•

Total Definition

Current Total of all withdrawals, deposits, and merchandise dispensed, if applicable, since the last time totals were reset.

Cutoff Total of all withdrawals, deposits, and merchandise dispensed, if applicable, since SHAZAM’s cutoff at 6 p.m CT. the previous night.

Prior cutoff

Total of all withdrawals, deposits, and merchandise dispensed, if applicable, that made up the prior SHAZAM settlement day.Example: If you pull totals Friday morning, prior cutoff includes all transactions from 6 p.m. Wednesday to 6 p.m CT. Thursday.

DATE TIME TERM SEQ #05/16/XX 08:29:37 612XXX 000036

SHAZAM RESET TOTALSDEPOSITS WITHDRAWALS

CURRENT $580.00 $590.00CUTOFF $555.00 $430.00PRIOR CUTOFF $25.00 $160.00

NUMBER BILL PAYMENTS0

MERCHANDISECURRENT $50.00

ITEM COUNTS$20 CASSETTE 26$5 CASSETTE 14GIFT CERTIFICATES $5

10 @ $5.00 EACH



ATM Cash and Deposit Balancing WorksheetTerminal #: _______________________ Date: ______________ By: ______________________By: _______________________

Low bills: $

+ High bills: $

Starting cash: $

— Cash out: $ (Must equal current withdrawals from tape.)

Cash Balance $

Cash balance: $

+ High bills added: $

+ Low bills added: $

New Starting Cash $

Bills Dispensed

# High bills:

# Low bills:

Deposit Activity

Total cash counted:

Total checks:

Total deposit:

Adjustments

Add debits:

Subtract credits:

Total deposit:

Envelopes removed: (Must equal current deposit from tape.)

Captured cards:



ATM Balancing Deposit Notes• Collect and reconcile deposits daily to ensure timely identification of adjustments.• ATMs that accept not-on-us deposits from SHAZAM cardholders will accept deposits from Cirrus

and Plus and Armed Forces Financial Network (AFFN) cardholders. Refer to SHAZAM Resource > Chargebacks and Adjustments > Exception Item Processing manual for Shared Deposits for more information about shared deposits.

• Correct deposit adjustments through SHAZAM Access the same day as discovery.• Notify the issuer within one business day of discovering empty envelopes, non-negotiable items, or

keying errors via e-mail, phone, or fax.• Verify deposit contents under dual control.• Do not open empty envelopes. Verify empty envelopes by the two holes at the bottom of the

envelope. In case this was a fraudulent deposit, this is your proof that there was not a deposit in the envelope.

• Do not process deposit slips. Credit to the cardholder’s account is electronic.• If a deposit contains cash, two individuals should verify the cash deposit amount. If the deposit was

made using an envelope, write the amount on the envelope and initial it. (Cash deposits greater than $10,000 require an IRS form #4789. Contact the issuer to obtain the necessary information.)

• If there is an error with the deposit, take a copy of the journal tape with the checks in the deposit. If the error was in cash, take a copy of the journal tape with the envelope, if applicable.

• Validate the back of all items to enable the acquirer to handle return items. For return and tracing purposes, a recommended validation includes the date (MMDDYY), sequence number, terminal number, and acquirer name. This must be in a color other than purple.

• The default value for a single deposit on the SHAZAM network is $49,999.99. This may be raised for on-premise ATMs by contacting the CIS department.

• Recommended retention of deposit envelopes is two years. The minimum is six months.• Retain the ATM balancing sheet, journal tape, and reset totals for two years.

Note: Failure to follow any of the above time frames may result in a loss to the acquirer/terminal owner.

Phase Two: Reconcile ATM In-Process Account1. Manually post the current withdrawal figure from the ATM totals as a debit to the ATM in-process

account (#_______________) and a credit to the ATM cash account (#_______________).

2. Manually post the current deposit figure from the ATM totals as a credit to the ATM in-process account (#_______________). The cash and checks that make up the deposits are the offsetting debit.

3. Manually post the terminal net (debit or credit) from the SSR120 report to the ATM in-process account (#_______________), then offset it (debit or credit) to the SHAZAM settlement account (#_______________).

Example: If the SSR120 report shows a terminal net credit of $250, you should credit the ATM in-process account and debit the SHAZAM settlement account.

Merchant/terminal settlement. The terminal net from the SSR120 report will be posted via ACH to the designated ATM in-process account and offset via ACH to the SHAZAM settlement account. A detail of the ACH entries can be found on the SSR131 report.



Surcharge settlement. You can optionally have surcharge activity automatically debited from the designated ATM in-process account and credited to an income account. A detail of the ACH entries can be found on the Acquirer Settlement Summary (SSR131) report. A terminal’s SHAZAM SURCHARGE amounts from the SSR131 report are equal to the terminal’s TERM SURCHARGE TOTAL from the SSR120 report for that day.

Merchandise dispensing. Manually post the current merchandise total from the reset totals as a debit to the ATM in-process account and a credit to the merchandise account.

Note: Markup on merchandise dispensed will require a manual debit to the merchandise account and a credit to the income account.

Exception activity. When the SSR114 report includes any exception items settled, balance that activity by posting an entry between your settlement account and the account in which the exception is pending.

Surcharge. If you are not enrolled in automated surcharge settlement, manually post the terminal surcharge from the SSR120 report as a debit to the ATM in-process account and a credit to the income account.

Brella P2P. When you subscribe to the Brella product, SHAZAM assigns a terminal number to be used to log Brella transactions. These transactions include both balance inquiries and, if applicable, P2P payments to other cardholders. You will receive a separate SSR120 report showing this activity.

One P2P payment generates two transactions on your report, both a debit and a credit, resulting in a net settlement amount of zero. The fee amount you charge your cardholders for each payment is also shown on the report, much like an ATM surcharge, and is settled as a credit.

The SSR120 “Terminal Net” will equal the total of the day’s income generated when your cardholders make payments to other cardholders. To book the fees collected, you will need to manually post the amount as a credit to your Brella income general ledger, and a debit to your SHAZAM Daily Settlement account.

Balanced Accounts

SHAZAM settlement account. After the above entries post, the balance goes to zero once the cardholder offset has been made (with the exception of prefunding), if applicable.

ATM in-process account. After the above entries post, this account equals the net of the cutoff deposit and cutoff withdrawal figures from the reset totals.



Balancing Worksheet: ATM In-Process GLTerminal #: _______________________ Date: ______________ By: ______________________

*This will be your carryover for the next day. The carryover needs to be verified daily and should equal the end of day balance in your ATM in-process account.

Note: When reconciling your ATM activity with the SHAZAM settlement, remember that you are always reconciling one day behind. For example, to reconcile for the 14th, you must wait until you pull ATM totals on the 15th. The ATM totals from the 15th contain the cutoff withdrawals and deposits. The cutoff withdrawals and deposits will be all transactions from the SHAZAM cutoff at 6 p.m CT. on the 14th until the time you pulled ATM totals on the 15th.

Debit Credit

Previous day net cutoff withdrawals and deposits

SSR120 terminal net

ATM in-process account #: _________________Settlement account #: _________________

Current withdrawals

ATM in-process account #: _________________Cash account #: _________________

Current deposits

ATM in-process account #: _________________(cash and checks are debit)

Surcharge

ATM in-process account #: _________________Income account #: _________________

Current merchandise

ATM in-process account #: _________________Merchandise account #: _________________

Totals

*Net cutoff withdrawals and deposits on today’s totals



Balance Troubleshooting

ATM cash is out of balance. Current withdrawals do not equal cash dispensed.

• Verify cash was counted correctly and the purge bin is empty, if applicable.• Compare the SSR120 report with the ATM journal.• Look for reversals or missing transactions on the SSR120.• Look for error messages on the ATM journal, such as presenter error, customer cancel, time-out, or

missing transaction sequence numbers.• If the out-of-balance is your cardholder, debit or credit their account directly. If the out-of-balance is

not your cardholder, do an adjustment using SHAZAM Access.

ATM in-process account does not equal the net cutoff on the SHAZAM reset totals.

• Verify entries made from the SSR120 report are the correct amount and type (debit or credit).• Verify the current withdrawal and current deposit, if applicable, entries were made correctly.

Withdrawals are a debit and deposits are a credit to the ATM in-process account.• Verify the surcharge entry was posted.• Make sure the current withdrawal and current deposit, if applicable, entries are posted from the

SHAZAM reset totals, not the subtotals.• If multiple ATMs are balanced in one account, all ATMs will have to be reset on the same day to

reconcile the ATM in-process general ledger.• If reset totals are done twice in the same day, you will need to post the current withdrawals and

current deposit, if applicable, from both reset totals.



Acquirer AdjustmentsIf your terminal is out of balance you must initiate an adjustment with the issuer. The following are some examples of situations that would cause your terminal to be out of balance:

• Example 1. A SHAZAM cardholder requests $50 from your ATM, receives $0, and is charged $50.• Example 2. A SHAZAM cardholder purchases merchandise at your merchant’s POS terminal, is

charged for two items, but receives only one item.• Example 3. A non-SHAZAM cardholder requests $50 from your ATM, receives $50, but is not

charged for the transaction.

Note: SHAZAM suggests initiating adjustments only for transaction amounts that exceed $1.

Initiating AdjustmentsTip: For more information on adjustments in general, refer to SHAZAM Resource > Chargebacks and

Adjustments.

Use SHAZAM Access to initiate adjustments for your terminals. To ensure an adjustment between a SHAZAM participant and a foreign network (excluding Maestro and Interlink PIN-based transactions) is handled in a timely manner, SHAZAM has established the following lead times:

Note: Fax a copy of manual EBT vouchers to the SHAZAM Chargeback department at (515) 558-7614 or mail a copy to 6700 Pioneer Parkway, Johnston, IA 50131.

Note: Empty envelope deposits and unacceptable deposit items require issuer notification within one day. A courtesy call is suggested if the error is in excess of $100 and mandatory if the sight draft is in excess of $250.

SHAZAM Lead Times for Foreign Network Adjustments

To initiate an adjustment... And...Send your information to SHAZAM...

To credit a cardholder Debit a terminal Within 180 calendar days of the settlement date.

To debit a cardholder Credit a terminal Within 35 calendar days of the settlement date.

For an EBT cash benefit or food stamp transaction

Debit a terminal No time restriction.

For an EBT cash benefit or food stamp transaction

Credit a terminal Within four business days of the settlement date.

For a manually-entered EBT cash benefit or food stamp transaction*

Credit a terminal Within three calendar days of the date of the transaction.



Adjustment TimeframesAcquires can originate a debit adjustment to a PIN-based transaction 1 to 60 days after settlement, initiate a credit adjustment to a PIN-based transaction 1 to 180 days after settlement, and represent a PIN-based transaction 1 to 30 days after an issuer chargeback.

Reconciling Adjustments

Between SHAZAM Participants. SHAZAM settles adjustments that occur between SHAZAM participants the day after you initiate the request (if SHAZAM receives your request via SHAZAM Access by 6 p.m. CT). Settlement appears on your SSR114 report. It is your responsibility to determine the appropriate account to debit or credit.

With a Foreign Network. The day following the adjustment request it appears on the SSR114 report as a SHAZAM Access-Pending Adjustment. When the item appears on the report as a SHAZAM Access-Settled Adjustment you can apply the debit or credit accordingly.

For AFFN and Cirrus and Plus Deposits. SHAZAM Operating Rules state that ATMs that accept not-on-us deposits from SHAZAM cardholders will accept deposits from Cirrus and Plus cardholders. SHAZAMChek issuers' cardholders are able to make deposits at Cirrus and Plus ATMs that accept deposits subject to state laws throughout the United States.

Note: Refer to SHAZAM Resource > Chargebacks and Adjustments > Exception Item Processing manual for more information.

SHAZAM Access ScreenFollowing is an example of how you would initiate an adjustment using SHAZAM Access. For more information on how to do this, click Help from any screen in SHAZAM Access.



Processing Return ItemsTip: For more information about processing return items, refer to SHAZAM Resource > Chargebacks

and Adjustments.

If a check deposited into your ATM is returned to you, complete the following steps by the next business day:

1. Notify the card issuer of the return item by phone, fax, or e-mail. If you fail to notify the issuer, your institution may be liable for the return item.

2. Initiate an adjustment using SHAZAM Access.

• Look up the transaction under the Transactions tab.

• Complete the fields under the Exception Information heading on the Transaction Detail screen.

• Click Print twice to print two copies of the detail screen, one copy for your records and one for the issuer. This screen shows information about the transaction.

• Click Submit.

3. Click Print twice to print two copies of the Exception Successful screen, one copy for your records and one for the issuer. This screen shows information about the adjustment.

4. Mail the returned item, copy of the Transaction Detail screen, and copy of the Exception Successful screen to the issuer via certified mail.



Surcharging at ATMsYou may charge a fee for cardholders banking another institution to access your ATMs. If you do, this surcharge or ATM access fee is combined with the transaction amount and deducted from the cardholder’s account. These fees range from 25 cents to as much as $10 per transaction.

Informing the CardholderTerminals that surcharge must inform the cardholder of the fee amount either by displaying a permanent sign attached to the ATM or by including the surcharge message on the screen. SHAZAM ATMs that surcharge are required to inform users in both ways. The attached sign must read exactly:

Fee notice: The owner of the ATM charges a fee of $X.XX for a SHAZAM cash withdrawal. This fee is in addition to any that may be assessed by your financial institution and will be added to the transaction amount and deducted from your account.

The on-screen message must contain the same information at a minimum, and must also allow the cardholder the option of canceling the transaction.

Raising LimitsSome financial institutions have raised their cardholder daily withdrawal limits by $5 or more to allow for surcharges since the fee is added to the withdrawal amount prior to approving the transaction. For example, a SHAZAM cardholder is at an ATM that surcharges. The cardholder requests $200 and is denied with a 60 response code. Although the cardholder’s ATM withdrawal limit is $200, the ATM charges a $1 access fee, therefore exceeding the daily limit. To alleviate such denials, the institution could set the ATM withdrawal limit to $205.

Privileged StatusTip: Required terminal signage for the Privileged Status program is available from Systemax. Call

(800) 525-9995.

The Privileged Status® program is a selective surcharge alliance available to all SHAZAM participants. Privileged Status allows cardholders of program participants to access ATMs of other program participants surcharge-free. Privileged Status participants may continue to surcharge foreign transactions by cardholders of non-program participants. The only cardholders not surcharged are their own and cardholders of other participating Privileged Status financial institutions. For more information about the Privileged Status program, contact your SHAZAM account Regional Director.

In Balance Surcharge Free AllianceThe In Balance Surcharge Free Alliance program is a selective surcharge alliance available to all SHAZAM participants in Minnesota. To take advantage of this surcharge free alliance, your financial institution must also be participating in SHAZAM’s Privileged Status surcharge free program. By participating in the In Balance Surcharge Free Alliance, your cardholders will be able to access all In Balance ATMs surcharge-free. If you establish ATMs and participate in this service you will be required to display the “In Balance ATM Alliance” logo on each of your ATMs. For more information about the In Balance Surcharge Free Alliance program, contact your SHAZAM Regional Director.



Monthly Reports and BillingOn or about the fourth calendar day of the following month, your billing reports are available and stored in the SHAZAM Access Files for two months. On the sixth business day of each month, your billing account is debited or credited via ACH.

Following are descriptions of the monthly reports your institution may receive, depending on the products and services your institution supports. For examples of these reports, refer to SHAZAM Resource > Reports and Files.

SHAZAM Switch Summary Report (IM350). A one-page summary of the SHAZAM Switch Detail Report that includes a total dollar amount (debit or credit) for each billing category and a cumulative total of all categories.

SHAZAM Switch Detail Report (IM351). A detailed report of all expense and revenue items incurred during a particular month. The expense and revenue items are separated by category, and a cumulative total is provided for each category. Categories included on the report depend on the products and services your institution supports.

SHAZAM ATM and POS Billing Summary (IM230-R) Report. This report provides acquirer transaction and service detail about information that appears on your SHAZAM Switch Bill (IM350-R and IM351-R) for each ATM or POS terminal we drive on behalf of your financial institution. It shows both expenses and income, and the statistics are separated by transaction type and by network.

SHAZAM ATM and Merchant Billing Summary (IM235-R) Report. This report provides the acquirer transaction and service detail about information that appears on your SHAZAM Switch Bill Summary and Detail (IM350-R and IM351-R). This report is in numerical order by merchant group, type of terminal (ATM or merchant), and card acceptor ID or terminal ID. It shows transaction activity, quantity, rate, and amount by card acceptor and terminal ID.

https://www.shazam.net/shz_resource/siteFiles/reports.html







Signage, Supplies, and PromotionSignage is the best way to increase the visibility of your ATM, thereby increasing transaction volume. Specific requirements for your terminal’s signage were provided by your project manager during implementation.

ATM signage and supplies are available from Systemax at www.systemaxsolutions.com or (800) 525-9995.

Required SHAZAM SignageIf signage is damaged or vandalized in any way, it must be replaced within 30 days of discovering the damage. Refer to the SHAZAM Operating Rules for a complete description of signage requirements.

SHAZAM signage logo must be displayed at equal or greater prominence as all other regional and national network signage.

www.systemaxsolutions.com

Documents

SHAZAM Terminal Training GuideSHAZAM Operating Rules recommend a two-year retention period for settlement reports. Tip: Refer to SHAZAM Resource for samples, explanatio ns, and field