Agent Handbook
1301 Main Street, Sulphur Springs, Texas 75482 | 800-621-8030 | fidelityexpress.com
Welcome
We are excited to have you and your business on the Fidelity Express team! As a part of our agent network, you are a resource to your community, providing personal financial services in your neighborbood. Through our money order and walk-in bill payment services, your consumers make life's essential payments conveniently and securely. This handbook will help you make the most of these services by learning your equipment, understanding policies and procedures, answering common questions, as well as step-by-step guidance through transactions, reports and more. Thank you for your business!
Contact Information
1301 Main Street, Sulphur Springs, Texas 75482 Office: 800-621-8030 Fax: 903-885-6240
Customer Experience: Reorder supplies, address equipment issues Ext. 7021 Accounts Receivable: Void money orders, draft questions Ext. 7023
Credit: Bank information change, application and agreement questions Ext. 7025 Fax: 877-812-2470 Compliance: AML questions, MSB registration Ext. 7029 Fax: 855-631-0655 Sales Support: Add or change services or locations Ext. 7026
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Consumer Care: Money order and bill payment service for your consumers Money Orders: Ext. 7020 Bill Pay: Ext. 7030
Your Equipment VeriFone 570 Keypad ..................................................................4 RDM Scanner ................................................................................5 Certex Printer ................................................................................6 How-To's Loading Certex Money Orders ...............................................7 Ejecting Certex Money Orders ...............................................8 Changing Certex Printer Ribbon ...........................................9 RDM Scanning Tips ...............................................................10 Send Images from RDM Scanner.......................................10 Cleaning RDM Scanner Glass ...............................................11 Money Orders Policies & Procedures ..............................................................11 Frequently Asked Questions ..................................................14 How-To's Program New Money Orders into VeriFone ...................15 Print a Money Order ................................................................16 Void a Money Order ................................................................16 Print a Money Order Report .................................................17 Refund a Fidelity Express Money Order ...........................18
Walk-In Bill Payment Policies & Procedures ...............................................................19 Frequently Asked Questions ..................................................22 How-To's Scan a Document Using the RDM Scanner .....................23 Process a Bill Payment Made with Cash ............................................................................................24 Check, Money Order, Cashier's Check ..........................25 Cash & Check .........................................................................26 Void a Bill Payment ...................................................................26 Print a Bill Pay Report ..............................................................27 Age Verification How-To's Check ID .......................................................................................28 Print & Clear Reports ...............................................................28
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General Policies ..........................................................................3
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Table of Contents
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General Policies Fidelity Express will draft your bank account based on your remit schedule. Each night, your Fidelity Express VeriFone will print a close out report with your draft amount. All your draft notices are available in the Agent Portal; login at fidelityexpress.com/agents. Should the totals on the draft notification differ from your records, please contact our Accounts Receivable department at 800-621-8030 ext. 7023. You deposit to your banking account only cash funds collected. Do not deposit checks or money orders into your account. Keep all money orders and all funds collected secure. You are responsible and liable for money orders and funds collected. Money orders are like cash; if they are stolen, you are responsible. Review Fidelity Express Anti-Money Laundering (AML) policies and procedures guide and comply with all regulations. All Suspicious Activity Reports (SARs) and Currency Transaction Reports (CTRs) must be e-filed at http://bsaefiling.fincen.treas.gov/main.html. Fidelity Express agents are required to annually complete AML training and examination at fidelityexpress.com/agents. We will send you a reminder every year. Consumer information collected via money order and bill pay transaction logs is considered private and must be kept secure and protected from third-parties. Some states require Fidelity Express agents to display notices to consumers. If required, we will provide you with the notice and you must post it immediately to avoid a state imposed fine.
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Your Equipment The Fidelity Express setup consists of the VeriFone keypad, RDM scanner and Certex printer. The VeriFone keypad and RDM scanner are contained by the stacker stand, with the Certex printer standing alone beside it. Consult these diagrams to learn the components of your countertop equipment and view proper setup.
VeriFone 570 Keypad
Power Indicator
Ethernet Cable
Alpha Key
Internet Connection Indicator
VeriFone to RDM Serial Cable
Scroll Keys
VeriFone Power Supply
Function Keys
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Data Activity Indicator
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Printer Cover Release
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Document Insertion Slot
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RDM to VeriFone Serial Cable
Scanner Status Light
RDM to Certex Cable
Cover Release
RDM Power Supply
RDM Scanner
Certex Printer Power Indicator
Load Money Orders Button
Eject Money Order Lever
Certex to RDM Cable
Printer Ribbon
Certex Power Supply
Load Money Orders Slot
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Test Button
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Your Equipment How-To's
Loading Money Orders into a Certex Printer Unlock the printer lid, lift away and set it aside. Loading instructions are also on the inside of the lid. Take your brand new pack of money orders. Number one (01) should be on top, zero-zero (00) should be on the bottom. Fold the first money order over towards you where you can see the back of the money order. On the back of the money order you’ll notice there are black arrows. Make sure they are on the right-hand side, pointing toward you. Looking at your Certex printer, there’s an empty cavity just to the left of a red power light. Place your Certex money orders into the empty cavity, making sure number one (01) is folded out toward you. The back of the form should be facing with the black arrows pointing down. Slide the first money order down into the ‘Load Forms Here’ slot. Push down until you feel just a little bit of resistance. On the top right-hand side, below the red power light button, you’ll see a ‘Load’ button. Press ‘Load’. You may have to apply a little pressure to the money order to get it to start feeding. Let the printer do the work. Once the forms are loaded in, replace your printer lid and lock it. When you lock the lid, you’ll notice the money order advances forward so you can see it coming out of the front of the printer. It’s important to remove your key from the lock when the lid is replaced. 7
Ejecting a Certex Money Order Unlock the printer lid, lift away and set it aside. Look at the inner-workings of the printer. On the bottom right-hand side, just to the right of the printer ribbon, there’s a silver metal bracket. That metal bracket is bent at a 90 degree angle and is located approximately two inches from the bottom righthand corner of the printer. See photo below. Place your right index finger behind and below that silver metal bracket and lift straight up on the money order eject lever. You will hear a soft click. This will activate a switch in the printer and you’ll see the money order advance forward. 800-621-8030
Hold that switch in place. With your other hand, press and release the "Load" button once.
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This will eject the money order from a Certex printer.
Money Order Eject Lever
Load Money Orders Button
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Changing a Certex Printer Ribbon Unlock the printer lid, lift away and set it aside. Adjust the head-gap level down by pulling the lever down towards the bottom of the printer. Lift away the old ribbon. Replace the new ribbon. Make sure that the ribbon goes between the print head and the paper. Turn the ribbon tension post clockwise until it's smoothly between the print head and paper. Adjust the head-gap back to position five (5) by lifting up on the lever. A white ruler with noted levels is located beside the head-gap, facing outward from the ribbon. Replace the printer lid and lock and remove your key. Ribbon
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Cartridge
Head-Gap
Ribbon tension post
RDM Scanning Tips Smooth out creased bill stubs or checks to improve scanning. If creased too badly, you may have to manually key the payment information. Remove staples and paperclips before scanning. Ensure the OCR line on the bill stub is not written on or around. If the OCR line is obstructed, you must manually key the payment information.
Send Images from the RDM Scanner
You may need to send images from the scanner at Fidelity Express's request or if you see 'Scanner Memory Full' on your VeriFone screen. Using the VeriFone, select the function button corresponding with ‘Bill Pay’. Select the purple button below the screen, on the far left under ‘More’. Select F4, ‘Admin’. Key in the Clerk ID and select ‘Enter’, then key in the Password and select ‘Enter’. Select F1, ‘Scanner Menu’. Select F4, ‘Upload Images’. The screen will change and show an image count to be transmitted. Select F3, ‘Upload Images’. The larger the image count, the longer it will take for your scanner to send the images to Fideilty Express.
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Always scan a bill stub or a missing bill stub form to initiate a bill payment. Never scan a blank piece of paper.
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The scanner is ready to accept a document when the light is green. Insert documents flush to the right side of the scanner, with information facing up, and OCR line to the inside right. Do not open the scanner or otherwise access the inside while it is scanning a document.
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Clean RDM Scanner Glass Gently pull the scanner out from the stacker stand. Where you insert the bill stub, there is a little gray tab (cover release) you need to lift up. Open the scanner and on the inside will be a little black piece, lift it up. Tilt the scanner so you can see the glass. Make sure the glass is clean and free of any debris. If the glass is smudged or dirty, use a glass cleaner and a paper towel or a newspaper to clean the glass off thoroughly until it is clear and the obstructions are removed. Do not spray cleaner directly on the glass. Close the RDM scanner and place it back in the stacker stand.
Carefully clean glass here
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Money Orders
Policies & Procedures
Fidelity Express policies regarding the sale of money orders are designed to help you best serve your consumer as well as help ensure your business is in compliance with all pertinent laws and regulations. • Never sell money orders over $1,999.99 to the same person within a 24 hour period. If you know two individuals are working together, their transactions should stay within the $1,999.99 limit. • Notify Fidelity Express immediately if any money orders are missing.
• We cannot stop payment on a money order due to acceptance of a bad check, failure to collect payment, or any other clerk error. • The pre-printed serial number on each money order should always match the serial number printed on the money order at the time of sale. If these numbers do not match, stop issuing money orders and call 800-621-8030 Ext. 7021 to correct the issue. • If a mistake is made when issuing a money order, it must be voided. • All money order voids using the Fidelity Express countertop equipment must be completed prior to midnight of the date of sale. To void a money order the following business day, call our Accounts Receivable team at 800-621-8030 ext. 7023. • Voided money orders should have “VOID” written across the entire money order. Put all voided money orders together and mail to Fidelity Express.
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• Be sure to collect cash payment from the consumer before you print the money order. If you fail to collect a payment from the consumer for a money order you have sold, you are responsible.
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• The only acceptable form of payment for a money order is cash. Never accept a check or credit card as payment for a money order.
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• At your discretion, you may refund money orders up to a maximum of $1,500.00 per individual. The consumer requesting the refund must have both the receipt and the money order. Never refund a money order if the consumer only has the receipt. • Always consult Fidelity Express to verify the money order is valid and does not have a stop-payment or hold. You may call either 877-508-0472 or go to fidelityexpress.com/findsupport. • Be aware, if you refund a money order and deposit the money order into your bank account, the bank may see you as a “check casher” and apply stricter AML standards to your account. • Anyone who wishes to check the status of a money order may call Fidelity Express’s automated service center at 877-508-0472 or go to fidelityexpress.com/findsupport. • Consumers may request refunds or photocopies using the Money Order Refund & Photocopy Request Form found in your location or on our website. Reasons for Audit or Loss of Money Order Service • • • • • • •
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Failure to pay. Repeated insufficient funds. Failure to send in voided money orders. Issuing money orders for your business or personal obligations. Failure to comply with MSB guidelines for anti-money laundering as stated in our Compliance Guide. Failure to keep non-public, private information secure from third parties. The Fidelity Express audit fee is $100.
Money Orders
Frequently Asked Questions
Why is the VeriFone screen blank? The VeriFone needs to be rebooted or at least one of the cables is not connected correctly. Check your cables and reboot the VeriFone.
When voiding a money order, why does the VeriFone display “Serial # Not Found” or the wrong dollar amount? When these messages appear on the VeriFone screen, it means your money order numbers are out of sequence. Call our Customer Experience team for assistance. Why is the VeriFone not printing a report? The VeriFone may be out of paper, there may be a paper jam, or the VeriFone might need to reboot. A flashing green light means the VeriFone is not registering paper is loaded. The VeriFone is ready to print when the light is solid green.
What should I do if the “Success” message appears on the VeriFone, but nothing prints? Please call our Customer Experience team to reset your VeriFone and printer. If this occurs after hours, weekends or holidays, immediately print a Deposit Report. If the money order is on the report as sold, use the serial number on the report and void the money order – then open the printer and remove that money order, write "VOID" across it and mail to Fidelity Express. What should I do if I need to void a money order the day after it is printed? To void a money order printed the previous day, call Accounts Receivable at 800-621-8030 ext. 7023. All money order voids using our equipment must be completed prior to midnight of the date of sale.
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Why does the VeriFone display “No Forms Loaded” when I have forms inside the money order printer? The VeriFone is not recognizing the forms in the printer. Money order serial numbers must be reprogrammed into the terminal. Call Customer Experience at 800-621-8030 ext. 7021.
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What should I do if the “Tamper” message appears on the VeriFone screen? When you see the “Tamper” message, the equipment has locked up and must be replaced. Call our Customer Experience team at 800-621-8030 ext. 7021.
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Money Orders How-To's
Program New Money Orders into VeriFone After physically loading money orders into your printer, locate the little plastic card that arrived with your money orders. Located on the right side of the VeriFone screen, press the button next to ‘Money Order’. Select the purple button below the screen marked ‘More’. Select F4, ‘Admin’. Key in your Clerk ID and select the green key, ‘Enter’. Key in your Clerk password and select the green key, ‘Enter’. Select F1, ‘Forms Menu’. Select F2, 'Add/Edit'. Take the plastic card included with your new pack of money orders. With the mag stripe facing in, towards the VeriFone, swipe the card through the VeriFone keypad once. The screen should now display 'Loaded Pack 1', the number of money orders loaded, and the starting serial number. Verify that serial number against the first number on the plastic card. Select the red button, ‘Clear’, twice. You should see the number of money orders loaded at the top of the screen. Throw away the plastic card away. 15
Print a Money Order Press the function button next to 'Money Order'. Press F2, ‘MO Sale’. Key in your clerk ID and press the green key, ‘Enter’. Key in the dollar amount that your consumer wishes to purchase and press the green key, ‘Enter’. The terminal will bring the face amount and add the retail price to it on the total line. Select ‘Enter’ a second time.
When the money order has finished printing, tear it off and hand it to the consumer.
Void a Money Order
A money order can be voided from your terminal only on the same day it’s printed. On the VeriFone, press the function button next to ‘Money Order’. Press F3, ‘Void’. Key in your Clerk ID and press the green key, ‘Enter’. Key in the ten-digit serial number, it will look like this: 000 000 000 0. Press ‘Yes’ to confirm the face amount you’re voiding. If the amount is incorrect, call Customer Experience. At the end of the void, the screen will read ‘Void Successful’. Remember to always write ‘VOID’ in ink across the front of the money order to make sure it cannot be
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The screen will have a ‘Yes’ or ‘No’ prompt. Select ‘Yes’ to print the money order, ‘No’ to cancel the transaction.
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Collect cash from your consumer, count it, secure it in your cash register, or safe, and return any change to your consumer.
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cashed, then mail it to Fidelity Express.
Print a Money Order Report
On the VeriFone, press the function button next to ‘Money Order’. Select F4, ‘Reports’.
Key in your Clerk ID, then press the green key, ‘Enter’. Key in your Password, then press ‘Enter’. Select F4 for ‘Shift Reports’.
Select F4 for 'Print All', then press ‘Enter’.
Once the report has printed, you’ll see four columns labeled time, clerk, serial number and amount. This tells you the time, the clerk, and the serial number of the money order printed.
If there is a little ‘v’ to the right of the serial number, you’ll know that transaction was voided out. The far right hand column is the face value printed for that money order.Below those columns is a shift amount number, which is the total face amount of money orders sold, plus fees collected from your consumer.
Print a Previous Closeout Money Order Report
On the VeriFone, press the function button next to ‘Money Order’. Select F4, ‘Reports’.
Key in your Clerk ID, then press the green key, ‘Enter’. Key in your Password, then press ‘Enter’. Select F3, 'Deposit Report'.
Select F3, 'Deposit History'.
Key in the beginning date in the format YYYYMMDD, then press 'Enter'. 17
Key in the ending date in the format YYYYMMDD, then press 'Enter'.
Select the function button next to 'Detail' or 'Summary' to print the report.
Refund a Fidelity Express Money Order
Give your consumer a Money Order Refund Request or Photocopy Form and Fidelity Express will process the refund, or you can refund at store level. You may refund money orders up to a maximum of $1,500 per individual, at your discretion.
Before refunding a Fidelity Express money order, make sure the consumer has the original money order and purchaser’s receipt.
Write the consumer’s driver's license number or other ID number on the back of the money order. Deposit the money order into your bank account. This is the only situation where it is acceptable to deposit a Fidelity Express money order into your bank account. Remember, if you deposit refunded money orders into your bank account, your bank may view you as a check casher. You should always have a pad of Money Order Refund Request or Photocopy Forms at your location. The Spanish translation is on the back of each sheet. Contact us if you need more forms.
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If the money order is clear of stops and holds, have the consumer sign the back of the money order and write “Not used for purpose intended”.
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Call Fidelity Express’s automated service center at 877-508-0472 to verify the money order is valid and does not have a stop-payment or hold. You will be given a verification number to write on the money order.
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Walk-In Bill Payment
Policies & Procedures
Processing Bill Payments for Consumers • Your equipment must have a phone line or Internet connection activated at all times. If you have a phone line in the VeriFone, you must also always have a phone line connected to the scanner. These connections ensure images are transmitted to Fidelity Express, which must occur daily. • Accept only bills listed on the terminal menu. If it does not match the listing exactly, do not take the payment. We cannot process or guarantee payments taken for billers not on the menu. If you are not sure, call Consumer Service at 800-621-8030 ext. 7030. • Check the due date and accept only current bills. Bill payments are not considered paid until they are delivered to the biller, not when the consumer gives you the payment. Late payments to the biller may result in late payment charges to the consumer. • Scan every bill stub. Bill stubs, Missing Bill Stub Forms, and any checks or money orders ran through the scanner must be placed face up in the scanner with the account numbers against the right margin of the scanner close to the green light. • You may be prompted to scan again up to three times to ensure recognition of the account number within the OCR (Optical Character Recognition) coded line on the bill. The image of the bill stub is needed in case there is clerk error or there is a question later about the transaction. • If your consumer does not have a bill stub, they must complete every field on the Missing Bill Stub/ Advance Pay/ Deposit Form. You may then scan this form in place of a bill stub. Do not scan a blank piece of paper or any other document in place of a Missing Bill Stub Form. The information captured from the Missing Bill Stub Form is essential to ensuring the consumer’s payment is processed and posted correctly.
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• The consumer fee should always be paid in cash, no matter the biller.
• You must always return all bill stubs and checks to the consumer. If you keep these documents, you are at risk of violating privacy laws and may be subject to fines and penalties from federal and state regulators. You will also indemnify Fidelity Express for any amount we are required to pay. • Always give the receipt and bill stub, along with any checks or money orders used, from each transaction to the consumer. Ask the consumer to check the receipt for accuracy before leaving the store. Encourage the consumer to keep the receipt in a safe place as it is their only proof of payment and they will need it should they inquire with Fidelity Express about their payment. • Agent will be responsible for any fees incurred from a clerk error.
• When submitting payment to non-contracted billers, your consumers may only use cash. Do not accept a cash payment of $2,000 or more for any non-contracted billers. • When paying contracted billers, your consumers may use cash, check, or money order. Do not accept temporary checks (those without preprinted name & address). • Only contracted billers allow bills with “disconnect or turn off” notices to be paid. Do not accept turnoff or disconnect notice payments for non-contracted billers. Fidelity Express will not guarantee late payments, turn-off notices, or disconnect notices will be delivered in time to avoid termination of service.
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Contracted and Non-Contracted Billers
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• Fidelity Express will deliver payments to the biller within 24 hours. Payments will post to the consumer’s account within 72 hours. Posting times vary by biller.
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Accepting Checks, Money Orders or Cashier’s Checks as Payment • Money orders accepted as payment for bills can be processed through the scanner like checks. Scan the money order, write paid, the date, and "VOID" on the money order and hand back to the consumer with their receipt. • When accepting a check for a bill payment, scan it through the scanner and return it to the consumer, along with the bill stub and receipt. You must never deposit consumer checks into your bank account. • Fidelity Express handles all NSF checks. You will never handle check deposits or deal with returned checks.
Voiding a Bill Payment
• If a mistake is made or the consumer requests a refund, payments may be voided or refunded only within 10-30 minutes of original payment, as long as the payment was not for a pre-paid biller and the consumer has the original receipt. The VeriFone will indicate if a void is possible. Fidelity Express may withdraw the funds from your account if too much time has elapsed between original payment and the void. • Once payment is complete for any major utility billers, such as electric or gas companies, the consumer should direct any refund requests to the biller, not your store.
Anti-Money Laundering Requirements
• You are required to keep a cash log for any cash payment you accept in the amount of $3,000 or more. For amounts more than $10,000 a Currency Transaction Report (CTR) must be completed and e-filed.
Contact Fidelity Express
• If you have consumers who want to pay bills not on the menu, please call 800-621-8030 ext. 7030 and Fidelity Express will try to add the biller in the future. 21
• Refer your consumers with bill pay questions to fidelityexpress.com/findsupport or to call us at 800-621-8030 ext. 7030.
Walk-In Bill Payment
Frequently Asked Questions
What happens to the documents I process through the scanner? When the document is processed, the scanner captures an image of the document and stores it on the scanner. The images are automatically transferred to Fidelity Express on a nightly basis. Fidelity Express keeps these images so you don’t have to keep any paperwork and we can help consumers who have questions about their bill payments.
Why didn’t a receipt print? If the VeriFone fails to print a receipt at the end of a bill payment, check to make sure there is adequate paper and if there is a paper jam. If neither of those issues are present, call our Customer Experience team at 800-621-8030 ext. 7030 to verify the payment went through. What does the Missing Bill Stub Form look like? You should always have a pad of Missing Bill Stub Forms for your customers who do not have a bill stub to complete before paying their bill. Contact us if you need more forms.
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How long do I have to void a payment? The amount of time you have to void a bill payment depends on the biller. Usually, the window to void a payment is 10 to 30 minutes. If you have questions about if a bill payment can be voided, call our Consumer Care team at 800-621-8030 ext. 7030.
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How does the payment get to the biller? You deposit cash received from consumers into your bank account. Fidelity Express drafts your bank account and sends the funds to the biller.
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Walk-In Bill Payment How-To's
How to Scan a Document Using the RDM Scanner Take the document in hand, so you can read it. The document could be a bill stub, money order, check, cashier's check or Missing Bill Stub Form. Turn it 90 degrees to the left so the bottom of the piece of paper with the line of numbers is to the right and the bill stub is face up so you can see the bill information. Slide the document into the slot next to the green light on the scanner until you feel the scanner pull the bill stub in. Remember to always keep the stub flush up against the side of the scanner with the green light.
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Process a Bill Payment made with Cash On the VeriFone, select the function button next to ‘Bill Pay’. Select F2, ‘Payment’. Key in your clerk ID, then press the green key, ‘Enter’. A screen will display A, B, C, D, E, F, etc. Select the lettert group corresponding with the bill you are going to pay. For example, Atmos Energy or AT&T would be A. Dish Network or DirecTV would be D. Select the function button next to the biller you are going to pay.
Scan the stub through the RDM scanner. Key in the dollar amount your consumer wishes to pay, then press 'Enter'. Do so again, when prompted. If prompted, use the function buttons to select the desired payment method. In this case, 'Cash'. The VeriFone will print a receipt when the transaction is complete. Be sure to collect from your consumer the amount of cash on the ‘Collect’ line of the receipt. Do not give the receipt to the consumer until you have collected cash. Once the consumer has paid and you have returned any change, give the receipt and the original bill stub to the consumer.
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Take the bill stub in hand. When reading it, turn it 90 degrees to the left so the bottom of the piece of paper is to the right and the bill stub is face up.
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The screen will prompt you to scan the consumer’s bill stub.
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Process a Bill Payment made with Check, Money Order or Cashier’s Check For personal checks – be sure the consumer’s name, address, driver’s license number as well as the biller company to be paid is on the check. For money orders and cashier’s checks – be sure the consumer’s name, address and the biller company to be paid is on the money order or cashier’s check. On the VeriFone, select the function button next to ‘Bill Pay’. Select F2, ‘Payment’. Key in your clerk ID, then press the green button, ‘Enter’. The screen will display A, B, C, D, E, F, etc. Select the letter group corresponding with the bill you are going to pay. For example, Atmos Energy or AT&T would be A. Dish Network or DirecTV would be D. Select the function button next to the biller you are going to pay. The screen will prompt you to scan the consumer’s bill stub. Take the bill stub in hand. When reading it, turn it 90 degrees to the left so the bottom of the piece of paper is to the right and the bill stub is face up. Scan the stub through the RDM scanner. Key in the dollar amount your consumer wishes to pay, then press 'Enter'. Do so again, when prompted. Using the function buttons, select ‘Check’ as the method of payment for personal check, money order and cashier’s check payments. Verify the amount on the screen is the amount your consumer wants to pay, then press 'Enter'. When prompted, scan the personal check, money order or cashier’s check just like the bill stub. 25
A receipt will print. Return the receipt along with the bill stub and personal check, money order or cashier’s check to the consumer.
Process a Bill Payment made with Cash & Check On the VeriFone, select the function button next to ‘Bill Pay’. Select F2, ‘Payment’.
Key in your clerk ID, then press the green button, ‘Enter’.
The screen will display A, B, C, D, E, F, etc. Select the letter group corresponding with the bill you are going to pay. For example, Atmos Energy or AT&T would be A. Dish Network or DirecTV would be D. Select the function button next to the biller you are going to pay. The screen will prompt you to scan the consumer’s bill stub.
Key in the dollar amount of cash to apply to the payment, then press 'Enter'.
Key in the dollar amount of the check and scan when prompted, then press 'Enter'.
A receipt will print. Return the receipt along with the bill stub, any change, and check to the consumer.
Void a Bill Payment (must be within 10-30 minutes of transaction, see page 22.)
You’ll need the original receipt from a transaction to void a bill payment from your terminal. On the VeriFone, select the function button next to ‘Bill Pay’. Press F3, ‘Void’.
Key in your clerk ID, then press the green key, ‘Enter’.
Key in the receipt number of the original transaction you wish to void, then press ‘Enter’. When the void is authorized, a receipt will print at the end of the transaction.
The new void receipt will have a return line. This is the amount of cash you will return to your consumer, if they paid.
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Using the function buttons, select ‘Cash+Check’ as the method of payment.
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Key in the full dollar amount your consumer wishes to pay, then press 'Enter'. Do so again, when prompted.
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Print a Bill Pay Report Select the function button next to ‘Bill Pay’. Select F4, ‘Reports’.
Key in your clerk ID, then press the green key, ‘Enter’. Key in your password, then press ‘Enter’. Select F4, ‘Shift Report’. Select F4, ‘Print All’.
Key in your clerk ID, then press ‘Enter’.
A bill pay shift report will list the date and time of the report with your Agent ID. The columns in the middle list the time of each transaction, the clerk who ran the transaction, the transaction receipt number, the cash value, and the fee charged to your consumer. The “Total cash in drawer” line is the face amount of the bills collected, plus consumer fees.
Print a Previous Closeout Bill Pay Report
On the VeriFone, press the function button next to ‘Bill Pay’. Select F4, ‘Reports’.
Key in your Clerk ID, then press the green key, ‘Enter’. Key in your Password, then press ‘Enter’. Select F2, 'Deposit Report'.
Select F3, 'Deposit History'.
Key in the needed date in the format YYYYMMDD, then press 'Enter'. The report will print. 27
Age Verification
Included in your Fidelity Express setup is our Age Verification service. This service helps you be prepared to prove compliance with state laws restricting the sale of alcohol and tobacco when authorities audit your store.
How-To's Check ID
Select the function button next to 'Age' on the VeriFone keypad.
Key in the consumer's date of birth. The screen will display the ID number, date of birth and age. Press the green button, Enter, to return to main menu.
Print & Clear Reports
Select the function button next to 'Admin'. Select the function button next to 'Batch-Report' to print report of all ID numbers verified. Once report prints, 'Clear Batch - Yes/No' will appear on the display. Select 'Yes' to clear all ID information from the memory. or Select 'No' to keep the ID information in the memory.
fidelityexpress.com/agents
Key in the consumer's ID number.
800-621-8030
Swipe the ID with the mag stripe facing in towards the VeriFone. or Select 'Manual' to enter ID number manually.
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fidelityexpress.com/agents
800-621-8030
Notes
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Agent Handbook 1301 Main Street Sulphur Springs, Texas 75482 800-621-8030 fidelityexpress.com