Viewing Self Service Exceptions

The following links provide more information about related topics: ATM and Debit Cards

The Self Service Exceptions window lists the store-and-forward transactions that were unable to post to the member's account. Portico takes a snapshot of every member account prior to the back-office cycle. Audio Response and other self service products use the snapshot to process transactions during extended services mode (ESM). The transactions appearing on the Self Service Exceptions window processed successfully during extended services mode (ESM), but were unable to post when the host returned to online mode. You must manually post the transactions to the members' accounts. You should delete the item after you post it using the appropriate transaction, or after you deny the item. If you do not delete the item, the system will automatically remove the item 10 days after it first appears on the Self Service Exceptions window.

The following example describes how a transaction can appear on the Self Service Exceptions window. A member has $100.00 in his checking account prior to the back-office cycle. During the back-office cycle, the member calls the Audio Response unit. Audio Response provides a checking balance of $100.00. The member performs a transfer from his checking account for $100.00 to a loan on his account. The member receives a confirmation number stating that the transaction took place. In reality, Audio Response places the transaction into a store and forward file until the back-office cycle is completed. During the back-office cycle, the member’s account cleared 3 checks that brought his checking account balance to $5.00. When the back-office cycle is complete, Audio Response tries to post the transfer and sees that only $5.00 is in the members’ account now. The transaction fails because the member does not have the funds at this time. This failed transaction posts to the Self Service Exceptions window with an error code. When the credit union checks the Self Service Exceptions window, they can now contact the member and let them know that their transfer did not take place due to checks clearing in the back-office cycle.

To access the Self Service Exceptions window, on the Portico Explorer Bar, click General Operations in the Operations menu. On the General Operations menu bar, click Self Service, then click Exceptions.

How do I?

To reconcile unable to complete items, complete the following steps:

1. Review the code appearing in the Err Cde field to determine why the store-and-forward transaction was unsuccessful.
2. Inquire on the member's account to verify that the rejection is valid. Post the transaction manually using an override teller ID or deny the transaction. If you decide to post the transaction, review the transaction code in the Txn Code field for the store-and-forward transaction to determine the host transaction code to use for posting.
3. After all the store-and-forward transactions are posted or denied, access the Self Service Exceptions window. Select the Delete check box beside each transaction you wish to delete and click Save.

Field Help

Items appear on the Self Service Exceptions window in the date and time sequence of the original transaction. The failed transaction information is retained on the Self Service Exceptions window for 10 days. You should review the Self Service Exceptions window on a daily basis. Click the left and right arrow to scroll through the list.

Column Heading	Description
Delete	After all the store-and-forward transactions are posted or denied, access the Self Service Exceptions window. Select the Delete check box beside each transaction you wish to delete and click Save.
Effective Date	The actual system date when the transaction was performed.
Effective Time	The actual system time when the transaction was performed.
Reject Date	The date the store-and-forward transaction rejected. The transaction processed successfully during the extended services mode (ESM), but rejected when the host system came back on line.
Member Number	The member number associated with the transaction. Length: 12 numeric
Txn Code	The Portico host transaction code associated with the unable-to-complete self-service transaction. The valid options are: 232 - Share to Loan - Same Account 234 - Share to Share Transfer - Same/Cross Account 237 - Share to Loan - Cross Account 272 - Share Withdrawal by check 668 - Mortgage Payment Processing 673 - Loan Advance to Share - Same/Cross Account If the transaction can be posted to the member's account, use the displayed transaction code to post the transaction. An override teller ID may be required to post the transaction. Length: 3 alphanumeric
Share/Note	The type of account associated with the transaction followed by the account number. The information appears in the following format: XYZZZZZZ. Where X equals... S - Share and ZZZZZZ equals the share type L - Loan and ZZZZZZ equals the note number C - Certificate and YZZZZZZ equals the certificate number K - Credit Card and YZZZZZZ equals the last 7 digits of the credit card number M - Mortgage loans and ZZZZZZ equals the note number Where XY equals... DR - Debit GL and ZZZZZZ equals the GL account number CR - Credit GL and ZZZZZZ equals the GL account number Examples: S_____01, L0658934, C0000004, and DR131000 Length: 8 alphanumeric Keyword: TP
Amount	The amount of the transaction. Length: 12 numeric including decimal Keyword: TA
Err Cde	The code that indicates why the store-and-forward transaction was unsuccessful. The valid error codes are: Audio Response Errors (Terminal Type P) 002 - Invalid Transaction 003 - Monthly Transfer Exceeded 005 - Account Not On File 007 - No Member Share Record 009 - Member Has Delinquent Loan 010 - Invalid Amount 013 - Loan Not On File 014 - Loan Paid Off 015 - Credit Limit Exceeded 016 - Share Account Closed 017 - Withdrawal Amount Too Small 018 - Insufficient Funds 019 - Invalid Account Type 020 - Invalid Share Type 029 - History File Closed 035 - Universal Forms Processor Error 099 - Undefined Error Online Banking Errors (Terminal Type B) 012 - Invalid Transaction 013 - Invalid Amount 051 - Insufficient Funds 052 - Invalid Account 055 - Incorrect PIN 061 - Exceeds Withdrawal Limits 090 - Undefined Error Self Service Interface Errors (Terminal Type G) 013 - Invalid Amount 015 - Amount Exceeds Limit 051 - Insufficient Funds 052 - Invalid Account 061 - Excess Withdrawals 063 - Member Has Delinquent Loan 080 - Account Not Authorized 081 - CU Not Authorized 084 - Maximum Transfers Reached 087 - Invalid To Account 088 - Invalid From Account 090 - Undefined Error 092 - Invalid Check Printer
Chk Loc	The print location where self-service withdrawal checks will print. Check print locations and the associated printer IDs appear on the Print Profile dialog box. This credit union-defined information is assigned by the ARU software. Length: 2 alphanumeric
Type	The type of terminal or device. The valid options are: L - Online ATM activity from Fiserv Card Services P - Audio Response S - Service Center ATM U - DIEBOLD ATM V - DIEBOLD OAR ATM D - DIEBOLD OAR MDS Drive-up ATM M - DIEBOLD OAR MDS ATM W - DIEBOLD ATM Controller X - DIEBOLD OAR/ATM Controller
Teller	The identification number (ID) of the self-service teller used to perform the original transaction. Length: 2 alphanumeric

If no transactions appear on the Self Service Exceptions window for the current day or the message NO UNABLE TO COMPLETE TRANSACTIONS FOR CU XXXXX appears, either all store-and-forward transactions completed successfully, or the self-service teller is closed. If the self-service teller is closed, you must open the teller. Wait 30 minutes for the system to post the transactions; then, access the Self Service Exceptions window.

Click the printer icon button to print the exception list. (Keyword: PR)

General Ledger Effects: none

Related Reports: Transactions that appear on the Self Service Exceptions window will also appear on the 940 Report for the following day. The confirmation number on the 940 Report does not match the CAN.

Portico Host: 886