If you have received a “zero redeemer” letter from USDA FNS regarding your SNAP authorization account, there are a few things you can check that might remedy the situation.
First, your letter may say:
“Dear Retailer:
If you are actively accepting and redeeming Supplemental Nutrition Assistance Program (SNAP) Electronic Benefit Transfer (EBT) benefits, you must contact the SNAP Retail Service Center immediately at 1-877-823-4369 to remain in the Program. Our review of your firm's participation in SNAP shows that you have not redeemed SNAP benefits for at least three months…”
Action 1 (most important):
The first thing to do is contact the SNAP Retail Service Center and let them know you want to stay active. This action will keep your account open.
USDA runs reports twice a year, and the timing of their report may have coincided with periods where you did no SNAP payment processing (example: farmers market or farm stand is closed for the winter, you’re a new retailer and are still getting the word out to your community that you accept SNAP, etc.)
Contacting the SNAP Retail Service Center should be the first step you take. Calling TotilPay’s Support Center will not keep the account open.TotilPay software is a connection to a third-party processor, such as FIS or Worldpay. The USDA routinely works with the large third-party processors for these zero-redeemer reports, not with TotilPay. TotilPay is not reporting any activity to the USDA directly.
Pro-tip:
Instead of a phone call to the SNAP Retail Service Center and holding in the queue, there should be an opportunity on the letter for you to cut off a portion for response and to make your response to USDA by mail.
Action 2 (optional):
If you know you have processed SNAP transactions during the time period in question and have still received the zero redeemer letter from USDA, your SNAP authorization number may be configured improperly.
First, you can check to make sure that your FNS account number (your SNAP authorization number) is configured properly in your TotilPay app and directing the SNAP transactions through the correct processing path, which would trigger transaction activity for the third-party processor to omit your name on a zero redeemer report.
The quickest way to check your FNS number is in the TotilPay app:
- Log in to your TotilPay app
- Click on the “More” menu in the bottom right-hand corner
- Tap on “Config Summary”
- Under “Processor Info”, tap on the provider listed (WorldPay or FIS)
- You will see your FNS number listed as the 4th item in the list on this menu
Troubleshooting action 1:
If you have multiple SNAP authorizations and multiple devices:
Check what SNAP authorization number is actually attached to your device(s). Your TotilPay app(s) could be connected to and processing through a single SNAP authorization number. You can check your app for the SNAP authorization number connected by looking in your TotilPay app settings.
In your app settings, click on:
- Log in to your TotilPay app
- Click on the “More” menu in the bottom right-hand corner
- Tap on “Config Summary”
- Under “Processor Info”, tap on the provider listed (WorldPay or FIS)
- You will see your FNS number listed as the 4th item in the list on this menu. Check to make sure each of your devices is connected to the correct FNS number.
Best practice for customers with multiple devices or multiple FNS numbers: If you have multiple devices, label your devices with the TotilPay user ID and the connected FNS number. This will prevent situations where multiple subscriptions get conflated or duplicated on multiple devices.
Troubleshooting action 2:
Check and make sure your TotilPay app is connected to your processor:
Go to your TotilPay app settings and make sure the processor field is present by clicking on:
- Log in to your TotilPay app
- Click on the “More” menu in the bottom right-hand corner
- Tap on “Config Summary”
- Under “Processor Info”, where it should list FIS or WorldPay
If the processor field is not present, please contact TotilPay Support for assistance.
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