Introduction to Level III Certifications of WIC Vendors

Transcription

1 Introduction to Level III Certifications of WIC Vendors In order for a WIC vendor to process ewic transactions, the vendor s register system (point of sale) must be certified. Part of this certification process is completed by CDP, and part is completed by local vendor staff. This process will be used when certifying new vendor applicants. The certification process has three levels: Level I (1 st step)- This is a precertification with CDP, making sure all test scripts can be completed successfully. Level II (2 nd step)- This is a certification attended by CDP, to run through the certification scripts and make sure all the test cases are completed as expected. Level III (3 rd step)- This is a live test completed at the store by local agency staff and is to ensure the store location is setup correctly to process ewic transactions. The live testing consists of successfully completing: - a balance inquiry request - a transaction - a voided transaction All levels of certification have to be successfully completed before the vendor will be able to process ewic transactions. The Level III Certification Guide, Form, and Troubleshooting are included in this toolkit and should be used by Local Vendor (LA) Managers when conducting the Level III Certification process.

2 Kansas ewic Level III Certification Guide Preparation (General): Using the ewic card(s) provided during rollout and the WIC Shopper App, you will be able to verify that: o The benefits loaded on the card match the balance inquiry printed at the store. o The benefit end date matches the benefit end date printed on the receipts. o The transactions accurately debit benefits, and void purchases accurately. Always carry a WIC Program Booklet for reference. Take a Kansas ewic Level III Certification form to use during the certification process Bring the following materials to leave at the store when they pass their Level-3 Certification: o We Accept Kansas ewic Cards window decals (1-2 decals, depending on the store size) o ewic Quick Tips for Cashiers handout o ewic Quick Reference Sheet for Vendors handout o ewic: Who Do I Call handout o Envelopes to keep the receipts for each store o LA staff business cards or other LA staff contact information Request that one of the state agency (SA) vendor managers add benefits to your ewic account prior to conducting the Level III Certification. Coordinating with State Agency staff and the Grocery Store) WIC Direct must be monitored during the Level III certification process to verify the live transactions have occurred properly. Contact SA staff prior to scheduling the certification visit to arrange for WIC Direct monitored during the Level III certification. The Level III certification process will also need to be explained to and coordinated with the grocery store prior to the visit. When arriving at the store: Check in at the customer service desk and ask to speak with a store manager.

3 With the store manager: o Explain that you are there to do an ewic test buy with a manager or a front end trainer. The test buy will ensure that the register system is able to process ewic transactions. o Ask if there is a specific register/lane that they would like to use for the transaction. Go Shopping: Get a variety of WIC approved items (1-2) o Some stores have policies about returning perishable items to the shelf, so stick with nonperishable items or non refrigerated fresh produce. o If available, select a fresh produce item that is packaged by the store (UPC will start with a 2 )- this allows us to test their mapping of produce to an authorized UPC. o Select a WIC allowable item for which the ewic card does not have benefits. This allows a test of downloading the APL. Very Important! Get one non WIC approved item. This can be a pack of gum or some other item by the register. Use the Shopper app or program booklet to help with identifying WIC approved foods. Offer to return the items to the shelf at the conclusion of the testing. Test 1- Balance Inquiry: Before the cashier starts the transaction or scans any food items, request the cashier to run a balance inquiry. o Explain the purpose of a balance inquiry and when a customer may ask for it. o Explain the other ways participants will know their balances. o Go through the balance inquiry receipt with the cashier (reviewing what balances looks like, etc.). o Verify that the receipt lists: Store name and address Date and time Correct category names and quantities Expiration date of current benefits o Document on the top of the receipt Balance Inquiry.

4 o Check WICShopper app vs. receipts to ensure they are reflective of one another. Test 2- Voided Transactions: (**Tip**- Make sure the cashier is not using training mode on the register!) You will run at least one voided transaction Have the cashier scan the WIC items and the one non-wic item (need to have a non-wic item in order to complete the void test). After all of the items have been scanned, the cashier will select a tender button. o TIP- the cashier should not select WIC (for WIC checks), since ewic is an electronic form of payment. You will swipe the ewic card and enter the PIN (last four digits of the card number). o A beginning balance receipt and redemption confirmation receipt will print (we call this the mid-receipt and often this is printed on one receipt, depending on the store). The cashier should be instructed to provide this receipt to the customer. o The mid-receipt will show what items have been WIC approved for this transaction. Check for appropriate category names for each food item. See the Troubleshooting Guide if something that should be WIC approved is not showing as WIC approved (ex: store packaged produce is not showing as a WIC item, which indicates the produce is not mapped appropriately). Document on the top of each receipt (ex: 1 st mid-receiptvoid, 2 nd mid-receipt-void, etc.) After review of the mid-receipt, select yes to approve the transaction. After approving the transaction, have the cashier void the entire transaction. o Check WICShopper app vs. receipts to ensure they are reflective of one another. Under transactions, this will show as a void for the account and no benefits will be removed from the account. Test 3- Purchase Transaction Have the cashier scan one WIC item (this item will be purchased and later donated).

5 The cashier will select a tender button. You will swipe the ewic card and enter the PIN. o You will get a mid-receipt. Confirm that the one item is WIC approved. o Document on the top of the receipt mid-receipt purchase After review of the mid-receipt, select yes to approve the transaction. The cashier will provide a final receipt that will include ending balances. o Document on the top of the receipt purchase receipt Check the WICShopper app vs. receipts to ensure they are reflective of one another. Kansas ewic Level III Certification Form Complete the Kansas ewic Level III Certification form and attach any receipts to the form o This can be done at a later time, after leaving the store. Mail a copy of the completed Kansas ewic Level III Certification Form(s) and a copy of the receipts to the SA.

6 Kansas ewic Level III Certification Form Vendor Name: Vendor ID #: Vendor City: Staff conducting the cert: Date completed: Balance Inquiry successfully completed? Yes No Notes: Voided Transactions successfully completed? Yes No Notes: Purchase successfully completed? Yes No Notes: Item purchased: Donated to: Donation date: Comments/Observations: Attach receipts to this form.

7 Kansas ewic Level III Certification Troubleshooting Guide What if the balance inquiry receipt is missing category names? o This indicates the APL was not correctly downloaded. The vendor will need to download the APL again before attempting to complete the certification. What if I receive an invalid PIN error message, when the PIN was entered correctly? o This may indicate the cashier is pushing a button on the register while you are entering your PIN and not allowing you to fully enter your PIN. The PIN is then not recognized. Remind the cashier to wait until you have completely entered your PIN. What if a transaction will not process? o Look at the denial receipt for the failure reason. The reason may not be clear, but may point to the direction for resolution (ex: bad PIN, insufficient balance, etc.). o Look in WIC Direct to see if the transaction was recognized. o Document the time the issue occurred and any other details surrounding the transaction, and contact a SA Vendor Manager for guidance about initial steps to take toward a resolution. What if the cashier is unable to void the transaction? o Make sure you included a non-wic item in the transaction. If you did not include a non-wic item, the transaction cannot be voided (make sure to donate items purchased). o Involve a manager. If the manager is unable to void the transaction, have them contact their POS provider to assist them with the void (POS providers should be training on the void process).

8 What if a WIC approved item is declined? o The item may not be on the APL. Use the WICShopper app and see if the item is recognized as approved. If the item is showing as approved on the Shopper app, there may be an issue with the downloading of the APL. o Find out when the vendor last downloaded the APL. o Communicate with SA vendor staff for additional troubleshooting. If the item is not showing as approved, but should be, it may need to be added to the APL. o Verify with Janna Gunckle whether or not the item is in the APL, and if the item needs to be added, use the Shopper app to make the request. If the item is fresh produce, the vendor may not be mapping as needed (ex: all store packaged produce items need to be mapped to a recognized PLU). Tell the store staff that they need to map the item, and to contact their POS provider if any questions about mapping.