*Info courtesy of Rosie
SNAP Frequently Asked Questions
Read Through Check-Out Issues on Rosie’s Site
As you’re checking out for SNAP goods, you may encounter an issue in checkout. Below is a table explaining each error message and next steps.
No. SNAP will only pay for the items in your order that are SNAP eligible.
- When completing the checkout process you will be asked to add both a credit/debit card and your SNAP PIN. Any non-SNAP items, convenience fees, or delivery fees will be charged to the credit/debit card.
- Click here for more information on the online SNAP Checkout Process.
Per Food and Nutrition Services guidelines, if you are inactive for over 10 minutes, after setting your preference for SNAP eligible items in Stauffers Online, you’ll be logged out for security reasons. Don’t worry! We will save the items in your cart. Simply log back in to continue shopping.
Yes!
Promotion codes will be applied to the credit/debit-paid portion of the order first, and then if the value of the promotion exceeds the amount paid with credit/debit, the promotion will affect the SNAP-paid portion of the order.
When we apply the promotion to SNAP-paid items, we apply them to the most expensive items first and go down the list until the promotion value reaches zero.
In the case of a refund or cancellation, it’s worth noting that only the SNAP benefits that are actually spent will be refunded to a customer’s SNAP card. (For example, if you apply a promotion code to an order and $2 of a $5 steak is paid via the promotion and the other $3 are paid with SNAP, only $3 will be returned to the SNAP card)
Like any other refund request, please reach out to the store you received your items from in order to arrange a refund with this form. All funds from SNAP-paid items will be returned to your SNAP card. Non-SNAP items will return funds to the credit/debit card you provided for the order.
SNAP items cannot be refunded in cash, credit, or debit funds, or in any other form of compensation other than SNAP funds. Stauffers Online cannot and will not override this policy. Such action would be illegal and would constitute financial fraud.
EBT (Electronic Benefit Transfer) cards and credit/debit cards have several notable differences. One of the most important differences is that EBT cards cannot have an authorization hold — a purchase state where the payment processor will reserve funds on the customer’s card/bank, before later capturing and transferring the funds.
When a credit/debit purchase is made on Stauffers Online, we put a hold on the card for the estimated order total. Then, when the order is marked ready, we capture the exact amount of the order. This allows us to have a final total that can be higher or lower than the estimated total, typically due to substitutions or random weight items.
As EBT cards don’t allow for an authorization hold, when you check out with an EBT card, those funds are immediately retrieved from the card. Stauffers cannot capture additional funds from the EBT card in the case that weighed items or substitutions raise the cost of SNAP goods above the amount you were shown in checkout. However, if the final cost of SNAP goods are lower than the total shown to you during checkout, Stauffers will automatically refund the difference between the initial and final SNAP totals.
How does this relate to weighed items? Very rarely are weighted items exactly a pound, often they are a few decimals over or under.
Because of this, FNS has allowed online retailers to charge an additional 10% on weighed items paid with SNAP. This will allow retailers the ability to pick items that are slightly (10%) heavier than you requested, and any difference between the final weighed item value and the original value + buffer will be refunded to your EBT card automatically.
In summary, Food and Nutrition Services has allowed online retailers to upcharge weighed items by 10% with the expectation that weighed items may be slightly lighter or heavier than the originally requested quantity, and we can refund any difference between the price paid during checkout and the final price of the item.
Yes, Stauffers Online supports split tender payments (a transaction in which more than one form of payment is used) for SNAP purchases. Put simply, you’ll enter both your SNAP card and your credit/debit card during checkout. We will process the payment for both of those payment methods simultaneously. The SNAP funds will be pulled from your card immediately, while a hold for the credit/debit-paid items will be placed on your card. Once the store completes the order, your credit/debit card will be charged.
You can cancel your order by taking the following steps:
1. Go to shop.rosieapp.com.
2. Hover over your name in the top corner and click on My orders.
3. Click on View all next to the order you’d like to cancel.
4. Click the Cancel button and confirm.
5. If you are unable to cancel your order, it may be past the cutoff time. In that case, please call the store working on your order and ask for a cancellation.
After your order has been picked and all of your items selected, weighed, and/or substituted, any differences in the final balance for SNAP-paid items will be credited back to your SNAP balance.
No—the store cannot charge your SNAP card for more than you indicate in the checkout process.
No, because your SNAP card was already charged, we cannot make modifications once your SNAP order is placed.
Stores can substitute SNAP items only for other SNAP items of equal or lesser value. The remainder of any price difference will be refunded to your SNAP balance.
- Items added to your order via the ‘Can’t Find It’ button cannot be paid for with SNAP funds.
- For more information on the ‘Can’t Find It’ button, click here
Yes! We partner with Rosie to bring you our online shopping experience. Rosie is 100% compliant with Food and Nutrition Services’ privacy and safety standards.
Stauffers Online does not receive or validate your SNAP PIN. When you enter your PIN, you are connecting with your state’s SNAP agency, and in the event that you have any lockout issues, you should contact them.
- Department of Human Services Helpline: 1-800-692-7462
- For individuals with hearing impairments: 1-800-451-5886
- Or your county assistance office
*Information from The Department of Human Services
Please reach out to your state SNAP agency for concerns or inquiries about your SNAP card or PIN.
- Department of Human Services Helpline: 1-800-692-7462
- For individuals with hearing impairments: 1-800-451-5886
- Or your county assistance office
*Information from The Department of Human Services
Please contact your state’s SNAP agency to report any fraudulent activity with your SNAP card.
- Department of Human Services Helpline: 1-800-692-7462
- For individuals with hearing impairments: 1-800-451-5886
- Or your county assistance office
*Information from The Department of Human Services
No. Stauffers Online and our partner, Rosie, do not have and will not ask for your SNAP information. You should keep this information completely private.
Stauffers Online does not currently support eWIC or SNAP Cash.
Yes, you may use your SNAP/EBT card outside of your home state.