Standard Procedures

Do the following:

1. Immediately log the card in the Destruction log. 
   • Inventory and destruction logs have a retention period of 2 years.
2. In Entrust click Card Actions > Quality Reject Card. 
   1. Locate the correct card using the client's last name and the last four digits of the card number.
   2.  Select the card. 
   3. Click Reject.
3. Depending on the reason for rejection, do one of the following:
   • Misspelling/incorrect information: In Streamline, correct the information.  
4. Reissue the card.
   1. In the Account # field, enter the account number.
   2. Click Load. A list of cards displays.
   3. Check the box by by the card to issue. 
   4. From the Process drop-down menu, choose Issue. 
5. Click Process.

   1. For CR825 Single Hopper Machine - Business Debit Cards ONLY:

      1. The system prompts you to insert the business debit card. 

      2. Under dual control, access the Dual Control Business Card Box.
      3. Remove 1 business card and re-lock the Dual Control Business Card Box.
      4. Insert the business debit card, UNDERNEATH the previously loaded cards, in the machine opening until you hear a click. 
6. Do one of the following:
   •   If the print quality is below standard, do not give the card to the client, but instead quality reject and reissue the card.
   • Double-check the printed name(s) on the card.
     • Ensure both the business name and authorized signer names are present.
   • If the print quality is acceptable, continue to the next step. 
7. Check the status of the card in Passport.  
8. Remind the client that the card is active and ready for use. 
   • (Optional) Tell the client that a balance inquiry from an ATM is a great way to test the card. 
9. Provide the client with the new Instant Issue Card in the card carrier. 
10. Under dual control destroy the rejected card and place it in the shred bin.

Note: The reissued card is an exact duplicate of the rejected card. It has the same card number, CVV, expiration date, and PIN. 

If reprinting the card does NOT resolve the quality of the card or the problem persists, email _Instant Issue with a detailed explanation of the issue and include a picture of the card.