Frequently Asked Questions
How do I become an Eftpos merchant and what does it cost?
By filling in your details on the 'Contact Us' page an Eftpos Business Relationship Manager will contact you.
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How long will it take for my terminal to be installed?
Providing your application and information is complete, you will have your terminal installed and transferring your customers money into your business account within 10 working days.
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Will I be trained to use the EFTPOS terminal?
Your installer and provide training on the Terminal. Training will cover the operation of the Terminal and include the procedures for processing transactions. You will also be provided with all the information and manuals you’ll need to operate your new terminal.
Please Note: You as the Merchant are responsible for preparing the site for installation and any associated costs.
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Can I accept AMEX, Diners, JCB cards?
Yes, you will need to liase directly with these groups to obtain your merchant number. Once they have issued you with a merchant number, and your terminal will be updated to accept these card types.
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I currently accept payments manually. Can I change to electronic payments?
Yes. In fact by switching from manual payments to electronic payments you will save yourself time and reduce your costs plus reduce your paperwork. Completing manual vouchers and obtaining authorisation can be a time consuming task. With an EFTPOS terminal, authorisation happens automatically as part of the transaction process with the simple swipe of a card. In addition, transactions will be credited to your nominated business account daily.
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What happens if my terminal breaks down?
All Terminal faults are to be reported by calling the 1800 phone number supplied in your documentation. This service is available 24 hours a day, 7 days a week. If required, a replacement terminal will be supplied to your business.
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When do funds get settled to my account?
Transactions processed through your terminal to your business account are credited every day including weekends and public holidays (except Christmas Day)! Your funds will be available to you between 24 – 48 hours depending on the systems of the two banks involved. This feature allows maximisation of daily takings by having the funds in your account rather than in transit or waiting for a cheque to clear.
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What is MOTO?
MOTO stands for Mail Order/Telephone Order and indicates when a merchant accepts transactions from mail orders or over the phone.
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What is a chargeback?
A chargeback occurs when a customer disputes a transaction. Unacceptable transactions can be charged back to you. All merchants who accept transactions where the card is not present are encouraged to request an authorisation. Action transactions according to the response code that you receive after obtaining an authorisation.
Please note that you need to be aware that getting an authorisation only confirms that the card number is valid and in some cases that there are sufficient funds available in the cardholder's account. It does not confirm that the person seeking to perform the transaction is the legitimate cardholder. A transaction can still be charged back even if you obtained an authorisation.
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How do I prevent my business bearing the cost of a chargeback?
In the event that you are faced with a chargeback, the following tips will help make the process much easier and may help prevent your business from bearing the cost:
Ensure you supply the required documentation within the stipulated timeframe
Ensure all documentation is clear and legible. (If faxing ensure that the copy is clear)
If sending an original transaction receipt ensure to take a clear and legible copy as you may require this copy in the future
If the cardholder has been credited, ensure you provide the details relating to the credit as well as the initial debit
Include any written or verbal information you have supplied to the cardholder
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Can my fees and charges be reviewed?
Yes please contact your Business Banking Relationship Manager to arrange the rate review.
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What are the contact details for any enquiries and ongoing support?
You will recieve all the relevant information and contact phone numbers required to assist you with any questions about your eftpos terminal and Merchant facility in the documentation you will be given upon installation
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How can I order stationery?
Replacement stationery required for your Terminal and can be ordered by calling the Help Desk on the 1800 number supplied in the documentaion you recieve on installation of your terminal
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What is a floor limit?
A floor limit is a security measure that prevents manual vouchers/transactions being processed over a predetermined amount without first obtaining authorisation. Authorisation is obtained by calling the authorisation centre numbers provided in your Merchant Fulfillment pack.
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Why is my application subject to a credit review?
The ability to accept credit card payments is equivalent to giving you an unsecured line of credit, therefore all applications are subject to a review of business credit history.
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What ongoing services can you provide my business?
Your Business will continue to receive support through our 24/7 technical help desk, reporting and settlement 1800 number supplied with documentation upon installation.
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