Patent Grant
9361608
The present invention relates to providing transaction information to a customer of a Self-Service Terminal (SST). In particular, but not exclusively, the present invention relates to a method and apparatus for providing transaction information to a customer of an SST in the event of a failed transaction to allow the customer to automatically start a dispute resolution process with a person or establishment, such as a bank, associated with the failed transaction.
In the event of a failed customer-initiated transaction at an SST, such as an Automated Teller Machine (ATM), it is known for an error message to be displayed on a display screen of the SST. The error message is intended to alert the customer to the failed transaction and to instruct the customer to contact an official body, such as their bank. Typically, a dispute resolution process is initiated by the customer when contacting their bank about the failed transaction. The error message may include contact details to allow the customer to contact their bank. However, this depends on the customer correctly noting the contact details provided on the screen of the ATM and then accessing and negotiating call queue systems before eventually speaking to a representative. The ATM may alternatively or additionally provide a receipt to the customer on which such information is printed. However, the receipt may become lost or damaged and the same problems of the customer having to actively contact their bank still exist.
Furthermore, such transaction information provided to a customer in the event of a failed transaction is limited. Additionally, in the event a customer's account is not credited with a deposit or is not debited with a withdrawal which has not been successfully completed, the customer or the bank must establish a dialogue between them and then agree what action to take to resolve a potential dispute associate with the failed transaction.
Furthermore, the dispute resolution process is notoriously expensive and requires complex technical analysis of multiple ATM technical and transactional event logs by a skilled technician. Such complex analysis is required to determine the reason for a failed transaction and with whom responsibility lies for a failed transaction in order to resolve a dispute. A skilled technician must first identify the correct transaction records in each log before analyzing each transaction record in detail. Since customer data is never available at the device log, such identification and analysis is typically performed by time and date matching. However, this can be particularly difficult and unreliable as logs are often time stamped by different system clocks and time and dates do not match.
It is an aim of certain embodiments of the present invention to at least partly mitigate the above-mentioned problems.
It is an aim of certain embodiments of the present invention to provide a method and apparatus for allowing a customer of an SST to easily contact a relevant person or establishment, such as a bank, in the event of a failed customer-initiated transaction at the SST.
It is an aim of certain embodiments of the present invention to provide a method and apparatus for providing transaction information to a customer of an SST which allows the customer to automatically start a dispute resolution process with a relevant person or establishment, such as a bank, associated with the failed transaction and/or SST.
It is an aim of certain embodiments of the present invention to provide a method and apparatus which establishes a unique key for relating all transaction records associated with a failed customer transaction and linking said records with a respective dispute to thereby simplify identification and analysis of transaction records during a dispute resolution process.
It is an aim of certain embodiments of the present invention to provide a method and apparatus for improving the efficiency and reducing the cost of a dispute resolution process associated with a failed customer transaction at an SST.
According to a first aspect of the present invention there is provided a method of providing transaction information to a user of a Self-Service Terminal (SST), comprising:
Aptly, the method further comprises:
Aptly, the method further comprises:
Aptly, the unique transaction key comprises a unique transaction index number.
Aptly, the method further comprises:
Aptly, the method further comprises:
Aptly, the data message comprises an email and/or a Short Message Service (SMS).
Aptly, the method further comprises:
Aptly, the method further comprises:
Aptly, the mobile terminal comprises a smartphone.
Aptly, the optical device-readable code comprises a matrix barcode.
Aptly, the matrix barcode comprises a Quick Response (QR) code.
Aptly, the at least one parameter comprises date, time and/or location information of the aborted transaction, user/account ID relating to the aborted transaction, SST information for identifying the SST at which the aborted transaction occurred, and/or transaction/technical logs of the aborted transaction.
Aptly, the method further comprises:
Aptly, the optical device-readable code and the error message are displayed simultaneously.
According to a second aspect of the present invention there is provided apparatus for providing transaction information to a user of a Self-Service Terminal (SST), comprising:
According to a third aspect of the present invention there is provided an SST comprising apparatus for providing transaction information to a user of a Self-Service Terminal (SST), wherein the apparatus comprises:
Aptly, the SST is an Automated Teller Machine (ATM).
According to a fourth aspect of the present invention there is provided a method of providing transaction information to a user of a Self-Service Terminal (SST), comprising:
According to a fifth aspect of the present invention there is provided a method for initiating a dispute resolution process in the event of a failed user transaction at a Self-Service Terminal (SST), the method comprising:
According to a sixth aspect of the present invention there is provided a method for initiating a dispute resolution process in the event of a failed user transaction at a Self-Service Terminal (SST), the method comprising:
According to a seventh aspect of the present invention there is provided apparatus for initiating a dispute resolution process in the event of a failed user transaction at a Self-Service Terminal (SST), the apparatus comprising:
Certain embodiments of the present invention provide a method and apparatus for allowing a customer of an SST to easily contact a relevant person or establishment, such as a bank, in the event of a failed customer-initiated transaction at the SST.
Certain embodiments of the present invention provide a method and apparatus for providing transaction information to a customer of an SST which allows the customer to automatically start a dispute resolution process with a relevant person or establishment, such as a bank, associated with the failed transaction and/or SST.
Certain embodiments of the present invention provide a method and apparatus which establishes a unique key for relating all transaction records associated with a failed customer transaction and linking said records with a respective dispute to thereby simplify identification and analysis of transaction records during a dispute resolution process.
Certain embodiments of the present invention provide a method and apparatus for improving the efficiency and reducing the cost of a dispute resolution process associated with a failed customer transaction at an SST.
Embodiments of the present invention will now be described hereinafter, by way of example only, with reference to the accompanying drawings in which:
In the drawings like reference numerals refer to like parts.
The ATM 100 includes different modules for enabling transactions to be executed and recorded by the ATM 100. These ATM modules include user transaction modules and service personnel modules. The ATM modules include an ATM controller 101, a customer display 102, a card reader/writer module 103, an encrypting keypad module 104, a receipt printer module 105, a cash dispense/deposit module 106, a journal printer module 107 for creating a record of every transaction executed by the ATM, a connection module 108, an operator panel module 109 for use by an authorized user of the SST, such as a service operator, field engineer, a replenisher (of currency, of printed paper or the like), or the like. A user interface 130 of the ATM 100 includes the customer display 102, card reader/writer module 103, encrypting keypad module 104, receipt printer module 105, and a currency dispense/deposit slot 111 in communication with the cash dispense/deposit module 106.
Certain customer transaction modules (such as the ATM controller 101) are also used by the service personnel for implementing management functions. However, some of the modules are referred to herein as service personnel modules (such as the journal printer module 107 and the operator panel module 109) because they are never used by ATM customers. The ATM 100 is a node or network end point in an overall financial network. The ATM 100 is connected to the remainder of the financial network via a connection to the internet 120. It will be appreciated that the ATM 100 could alternatively be connected to the remainder of the financial network via an intranet or other connection network.
A transaction is initiated by a customer of the ATM 100 and may be a deposit of currency by the customer at the ATM to credit their account accordingly. Alternatively, the transaction may be a debit of currency requested by the customer at the ATM to debit their account accordingly. Other transaction types are of course possible. A transaction is typically initiated by a customer via the user interface 130 of the ATM, as shown in
In the normal event of a customer withdrawal transaction (initiated at step S301 of
In addition to, or as an alternative to, the error message, a Quick Response (QR) code 206 is also displayed (as shown in
A QR code is an optical machine-readable matrix barcode (or two dimensional barcode). They may be attached to an item or displayed and records information related to the item or a service associated with the item. The code consists of black modules (square dots) selectively arranged in a square grid on a white background in respect to the information recorded by the code. The information encoded may be made up of four standard types which are numeric, alphanumeric, byte/binary and Kanji, or, through supported extensions, virtually any type of data. A QR code is read by an imaging device, such as a camera, and formatted algorithmically by underlying software using Reed-Solomon error correction, or the like, until the image can be appropriately interpreted. Data is then extracted from patterns present in both horizontal and vertical components of the image. A suitable imaging device for reading a QR code may be provided by a smartphone, tablet, or the like.
As illustrated in
The error message displayed after a failed transaction may read, for example, “Sorry, there has been a problem. Your transaction has not been successful. Please contact your branch directly by telephoning the number below. Alternatively, please scan the QR code below with your mobile device to automatically initiate a resolution process. We apologize for any inconvenience caused”.
For each transaction, a transaction index number is generated by the controller 101 and propagated through all technical and transaction records of a transaction. A unique key is generated by the controller 101 and also embedded in the QR code 206 to be simultaneously displayed on the display 102 of the ATM 100 with the error message in the event of a failed transaction. The unique key is associated with the transaction index number of a respective transaction which has failed and thereby links all transaction records with the failed transaction and a potential dispute. Via the QR code, this unique key is included in the generated SMS message and allows a bank 402, on receiving the SMS message from the customer's mobile device 401, to easily identify the ATM 100 at which the failed transaction occurred and all technical and transaction records associated with the failed transaction.
Certain embodiments of the present invention therefore make the process of establishing who, when, what ATM, which transaction etc. less complex and, in turn, makes the dispute resolution process much quicker and less expensive. One or more characteristics associated with the failed transaction may be automatically transmitted to the remote node and/or supplied to the customer. A bank's dispute resolution helpdesk is provided with an instant notification of a potential dispute. All or at least some of the data required for analysis during a dispute resolution investigation is linked together by a unique key which greatly reduces the effort, time and cost required to investigate a dispute. An up-to-date customer contact telephone number is provided to the bank which helps to maintain up-to-date records for each customer. The customer is provided with a practical solution for notifying their bank of a failed transaction and initiating a potential dispute, which in turn provides the customer with a positive sense of control of the situation.
Throughout the description and claims of this specification, the words “comprise” and “contain” and variations of them mean “including but not limited to” and they are not intended to (and do not) exclude other moieties, additives, components, integers or steps. Throughout the description and claims of this specification, the singular encompasses the plural unless the context otherwise requires. In particular, where the indefinite article is used, the specification is to be understood as contemplating plurality as well as singularity, unless the context requires otherwise.
Features, integers, characteristics or groups described in conjunction with a particular aspect, embodiment or example of the invention are to be understood to be applicable to any other aspect, embodiment or example described herein unless incompatible therewith. All of the features disclosed in this specification (including any accompanying claims, abstract and drawings), and/or all of the steps of any method or process so disclosed, may be combined in any combination, except combinations where at least some of the features and/or steps are mutually exclusive. The invention is not restricted to any details of any foregoing embodiments. The invention extends to any novel one, or novel combination, of the features disclosed in this specification (including any accompanying claims, abstract and drawings), or to any novel one, or any novel combination, of the steps of any method or process so disclosed.
The reader's attention is directed to all papers and documents which are filed concurrently with or previous to this specification in connection with this application and which are open to public inspection with this specification, and the contents of all such papers and documents are incorporated herein by reference.
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