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667 Chapter 3:Processes and procedures • Section 3: Issuance of benefits (07/2026) Retailer issues; EBT Overcharges When individuals report a retail store has deducted money from their account in error (i.e., the store said the card did not work and they paid cash or left the groceries, but the amount was deducted): • Print a copy of the transaction from EBT Financial History • Give it to the individual, and • Suggest they take this back to the store for resolution. If the issue cannot be resolved at this level, have the individual call eFunds/FIS and file a claim with their research department. eFunds/FIS will research the issue and credit the individual’s account, if appropriate. Undercharges Retailers cannot identify individuals unless the retailer has a voucher with the individual’s name. There have been occasions where clerks fill out the voucher and get approval but fail to record the entire card number. It is appropriate to provide the retailer with this information if the voucher information is available on EBT Financial History. For POS transactions, the only individual information retailers have is the Oregon Trail Card, or only the last four digits of the card. They may contact branch offices to request help when the individual’s account is not deducted because the store made an error or when the system errors. Since the retailer has only the last four digits of the card, the branch will be unable to assist them. Retailers contacting the branch regarding equipment problems should be referred to the eFunds/FIS Customer Service Desk for retailers at 800-831-5235. Other retailer information • Retail stores cannot require identification in addition to the Oregon Trail Card. The card and the PIN are the identification; • For voucher transactions, the signature on the card reverse, and the voucher signature are the individual identification. Availability of benefits via EBT Benefit authorizations are transmitted to eFunds/FIS in one of three ways: • For an individual’s regular monthly benefit, there is the monthly transmission to eFunds/FIS. Benefits issued this way are available by 8 a.m. For SNAP, the benefits are available on the calendar day equal to the last number of the Social Security number. If the head of household does not have a SSN, benefits will be issued on the first of the month. For CMS and SNAP cash-out, benefits are available on the first of the month. Benefits will be available on these dates regardless of which day of the week it falls. Weekends and holidays do not affect availability of benefits. • The second method is the daily transmission. For CMS, benefits sent this way are available to the individual