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Existing Merchant Customers

Help and support with your merchant device

Looking for assistance?

EFTPOS & Integrated POS Terminals

24 hour, 7 day technical support is available from the EFTPOS Terminal Support helpdesk on 1800 836 055

Virtual POS Facilities

Technical support is available 8:30am-5:00pm (AEST) Monday-Friday (excluding QLD public holidays)  on 1800 054 990

Merchant Account Queries

Support for merchant account queries is available by calling 13 11 55, 8am–5:30pm (AEST), Monday to Friday

Order more stationery for your EFTPOS terminal

Steps to order rolls through your terminal

If you are using an Ingenico Move 2500, Move 5000, ict250 or iwl255

  • Press MENU from the home screen
  • Type in 4 for Terminal
  • Type in 3 for Others
  • Type in 4 for Stationery order
  • Select the number of rolls you will need and press ENTER (there are three options 10,20 & 30)
  • The terminal will confirm that the order has been sent.

Or Order online

  • Fill out & submit the Merchants Stationery Order Form
  • Please note: Manual voucher stationery ordering is only available via our website.
  • Both methods give you instant confirmation that your order has been received, and your stationery will be delivered in three to five business days.

Operating instructions

These guides tell you all about your merchant terminal – how to transact, conduct settlements and troubleshoot errors.

Virtual POS Guides

For MiGS Integration

For MPGS Integration

Chargebacks

A chargeback is when a cardholder disputes a card transaction that’s been processed through your merchant facility. If the dispute is settled in favour of the customer, the original transaction amount will be ‘charged back’ to your merchant settlement account. That means your business bears the cost.

This can happen for a number of reasons:

  • Customer disputes: e.g. the customer claims that goods and services were faulty or not received;
  • Processing errors: e.g. Duplicate or invalid transactions;
  • Authorisation errors: e.g. accepted payments without proper authorisation from the card holder
  • Fraud: e.g. An unauthorised transaction has occurred on the card number.

Learn more about Chargebacks.

Fraud

Receiving payments from customers’ cards is convenient, but can also open your business up to the risk of fraud. There are simple things that you can do to help protect your business from potential fraud.

Learn more about Card Fraud

Learn more about Payment Card Industry Data Security Standards (PCIDSS)

Surcharges

If you apply a surcharge when a cardholder pays using a Credit or EFTPOS card, you are not allowed to charge an amount higher than your average cost of accepting that card type.  Under the RBA standard, we are required to provide you with your average cost of acceptance each month on your statement.  At the end of each financial year, Suncorp is also required to provide you with an annual average cost of acceptance.  From the 1st of September 2017 – the ACCC have the authority to enforce penalties on any merchant that is surcharging excessively. 

Learn more about Surcharges.

Download our EFTPOS Merchant Facility Terms and Conditions.

Download our VPOS Merchant Facility Terms and Conditions.

Merchant Facilities are provided by Suncorp-Metway Ltd (“Suncorp Bank”) ABN 66 010 831 722 AFSL No 229882 Australian Credit Licence number 229882. Fees, charges, terms and conditions apply and are available on request.