Frequently Asked Questions What does the “NOT AVAILABLE” message mean when scanning a UPC? The item is not eligible and cannot be purchased using the OTC card. Call your plan/provider for additional details. How do I process Refunds and Voids? See “Processing OTC Refunds and Voids” on page 8. What does the “Error Declined” message mean? The card swiped is invalid. The cardholder must call the Member Services telephone number located on the back of the card. They may simply need to activate the card. This MUST be completed prior to taking additional steps. What does the “Error 1” message mean? The terminal Merchant ID and Terminal ID must be reset. See “Terminal displays “Error 1” on page 10. How do I receive my daily transaction/remittance invoice? The invoice will be delivered via email to the address identified in the executed contract per your location. See “Invoices” on page 12. How and when do I get paid for OTC transactions? Remittances are sent to the Customer’s / Grocer’s designated account by ACH for amounts owed for Eligible OTC items purchased 14 days after the transaction. See “Invoices” on page 12. What do the charges mean on my report/invoice? See “Sample Invoice” on page 12. For the fields related to charges: • Card Cost: An IH/OTC processing fee equal to 2.50% is applied to the total amount of eligible OTC items purchased. • Other Fee: $1.00: This is an adjudication / transaction fee. This is charged per transaction, not per item. • Total Due: Total amount remitted to the location. This is the total amount purchased minus the 2.50% processing fee and the $1.00 adjudication fee.
The (-) preceding the Total Due and Card Cost signifies the total subtracted from Accounts Payable and remitted via ACH to your account as prescribed per the executed contract. 14
