FAQs
Will having an ATM take up a lot of my time at the beginning and end of the day?
Will the ATM take up a lot of room in my store?
We don’t think so. Our internal lobby style ATMs have a small footprint that’s about the size of a box of crisps. That’s a small amount of floor space and the cost savings the ATM will offer your business outweigh the space. This changes when you start looking at the ‘Through the Wall’ (TTW) ATMs. To have this type of ATM, you will need planning permission and the secure room that is needed for the ATM to be cash loaded is about 2.5m2 considerably bigger than a lobby ATM.
How much will it cost me to have an ATM?
ATM Cash machine cost – On the whole – nothing. YourCash will pay for the ATM, installation, training, till rolls and in most cases the phone line as well. We do ask our new partners to ensure there is a power socket for the ATM to plug into, but in the majority of cases – there will be no outlay to you.
How do I get my cash back from the ATM?
The question around the settlement of funds from your ATM to your account will undoubtedly be an important one. You should understand clearly how settlement is agreed with your provider. There may be different service levels amongst providers but in general you should check for; the time taken to process your funds; method of payment into your account; and a strict control to ensure settlement is paid accurately and on time, every time.
What happens if the ATM doesn’t dispense the right amount of cash?
To raise a claim if the ATM doesn’t dispense the right amount of cash the cardholder would need to approach their card issuer (bank). The claim is then presented to the acquirer (ATM operator) to investigate and either uphold or reject, producing relevant evidence gained from ATM and host transaction records, why this decision has been made. For a LINK transaction we (YourCash) have a set period of time from receipt of the claim to respond otherwise the claim is automatically upheld, it is then down to how quickly the card issuer credits the monies back into the cardholders account as to when the disputed funds are again available. It is a similar process for Visa/MasterCard transactions, however in these cases we (YourCash) have a longer period of time to respond from receipt of the claim.
What do I do if a customer doesn’t get the right money from the ATM - do I give them money from my till?
Absolutely not! If you give the customer the cash from your till, there is a strong possibility the money will be refunded back into the customers’ bank account within 24 hours of the incident. You must ensure you follow the protocol. This is to direct the customer to the card issuer (bank). The Bank will have a process they need to follow for the claim and as soon as this process is started, be assured the situation will be resolved.
What if there's a problem with the cash machine?
If you do have a fault or issue with the ATM, call us immediately. YourCash operates a 365 day Customer Services team who will be able to guide you through simple fix faults over the telephone. If an engineer is needed, we’ll get them out to you as quickly as possible.
