RB 012

Most causes of RB 012 fall into two main categories: File Build Problems and VisaNet Problems. In most cases, the rest of the batch must be transmitted. Complete the following:

Retain the batch.
Void (delete in hotel) each transaction of the offending card type.
- A 3 or 6 displays after the 012 in the RB (the beginning of the account number that caused the RB: 3 for American Express, 6 for Novus/Discover.)
- When it is viable to do so, offline the voided transaction back into the terminal and transmit.
Check totals and transmit again. You should get a GB.
The next step depends on what caused the RB. Select the best description from the drop-down list.

Other Considerations

Does the terminal download from MMS?

Check for recent updates to the terminal file for hierarchy or AMEX/Novus merchant number updates. A download may be required to correct the issue.

Does the terminal download from another TSYS processing database, such as DCTools, Softpay, VeriCentre, or TermMaster Suites?

Compare the two databases (MMS & DLL System).
Escalate to verify the profile against the files to determine which one requires corrections.
If the download file requires corrections, a download must occur.
If MMS requires corrections, merchants should be able to successfully transmit the card types 24 hours after MMS is updated.

Was the terminal is programmed by another source, such as a third party, ZonTalk, Hypercom, and other download systems?

These files are normally built as STAGE ONLY Files in MMS.

Refer to Merchant Services. Contact the file building division.
Is a large conversion occurring?

Where there is a large conversion of merchants (from one BIN, AGENT, or CHAIN to another):

There is usually a setup that can account for the hierarchy conversions.

Possible Cause and Solution

Review the following table for possible cause and solution:

Possible Cause

Solution

File Build Error

American Express should have:

AMEX Merchant ID in Request screen
SIC Code in Terminal Profile screen
Data Capture flagged in the AMEX Card ranges

An MMS-certified associate should correct the file to enable staging and vapping.

If you are that person, and the file was built correctly, you may also want to attempt re-staging the card type.

To re-stage AMEX, complete the following:

Update the file by removing some piece of information from the AMEX Card Range.
Save the file again with the information restored to the correct values.

Changes in hierarchy must include the following for re-staging to occur:

Open an MMS request
Use the Convert function

Without these steps, the file does not re-stage.

File Build Error

Novus/Discover should have:

Novus Merchant ID in Merchant Level

An MMS-certified person should correct the file in the following manner to enable staging and vapping:

If you are that person, and the file was built correctly, you may also want to attempt re-staging the card type.
If a file must be re-staged, it can be done from the merchant level or the Request screen:
- Go into Update, change the Novus/Discover number to 601100000000000, and save.
- Go back into Update, change the number BACK to the correct Novus/Discover ID number, and save.

Changes in hierarchy must include the following for re-staging to occur:

Open an MMS request
Use the Convert function

Without these steps, the file does not re-stage.

File Build Error

Is the merchant a hotel? MMS automatically picks the correct American Express certification information according to an internal utility.

This error rarely occurs for any type of merchant other than hotels, which have the option of two Format Codes: 10 & 11.

10 indicates Lodging Charges, the certification for little Mom & Pop motels that use retail software because they just charge the guest for the night stay and they're done.
11 indicates Lodging, the certification for hotels that want all the features of a hotel software, such as check-in, check-out, and gift shop.

If the merchant is a hotel, two things cause the problem:

AMEX Cert.: Lodging
Software: Retail

AMEX Cert.: Lodging Charges
Software: Hotel

An MMS-certified person should correct the file to enable staging and vapping.

The communication process between MMS and the Authorization & Capture processing platform is experiencing technical difficulties.

If the Production Control Station Staff or your supervisors notified you of an actual problem, follow whatever procedures they have provided.

If you were not alerted to any issues, but you feel there is a problem, escalate the issue to your supervisor.

This kind of problem is typically not isolated. Where there is one merchant with the problem, there may be several more, possibly dozens. By notifying your supervisor, you help to make them aware of the number of incidents you are encountering.