Business Banking FAQs

If you have Internet Banking you can view, print and download your transaction information for any of your accounts. Depending on your account type, you can retrieve up to 2 years of transactions. To download or export transactions from Internet Banking:
- Logon to Internet Banking
- Select Transaction History from the left hand menu
- Select the Account you wish to search Enter the period you wish to search and click search
- Once your results are presented, click the 'Download Transactions' link
You can save your results in CSV, OFX, QIF and ASCII formats to match your accounting software preferences.

You will need an eligible business account, an external transfer password or security token. You will also need an APCA Credit ID. To apply for an APCA ID, call us on 131155 or go to one of our branches.

An ABA or Australian Banking Association file is a standard of file introduced by Australian Banks when uploading data to Internet Banking systems. If you want to upload business payment transactions, you will need an accounting package or software that can export in the ABA format.

For spreadsheet use, we recommend the CSV format. If you're using an accounting package, the QIF format may be a required option. Refer to your software for preferred format options.

Business Payments Credits are performed in internet banking. Select Business Payments Credit from the left hand side menu, and the below is available to help!
-Manual Entry: You are able to create Business Payments template in this section and save them for future use.
-Saved Template: Any templates customers have saved appear here. Customers must choose the account the template is saved too and can edit payment details
-File Upload: Upload payments from accounting software (Such as MYOB) to make payments through Internet Banking (Note: Payment Upload files must been in .ABA format).
-Manage My Business Payments Template: You can select business payments templates from here to delete and manage. -Search Business Payments History: You can perform transaction searches (up to 1 year) on business payments that have been made.
-Payments Awaiting Approval: Any business payments that are awaiting approval will show here, you can approve or delete by clicking "Select" on the payment.
-Future Dated Payments: View any future dated Business Payments here as well as delete these payments.

To become a BPAY® Biller discuss your requirements enquire online, visit a branch or call 131155.

How do I get my BPay® details to put on my invoicing system? 

1. You send out your bill to your customer.

2. Customers receive your bill.

3. Customers access their financial institution's internet banking site or phone banking service to make payment via cheque, savings or credit account. 4. Your financial institution credits your account.

5. Your business receives funds and payment information.

6.You then update your accounts receivables system.

Suncorp Bank Business Payments gives your business the ability 24/7 to make credit payments via Internet Banking.

Suncorp Bank Business Payments Credit enables you to transfer funds from your business account to multiple accounts and is useful for regular transactions such as payrolls.

No. Stationery for your EFTPOS terminal is provided free of charge.

Yes, Suncorp Bank offers a wide variety of Value Added Services such as Phone Top up, Bartercard, Blackhawk Gift Card stands and Loyalty and Gift Cards.

The report menu enables you to print an audit summary per card type and totals, a detailed report or a history report since the terminal last settled.

 

Verifone VX520 and VX680

-Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC

(Countertop VX520)

-Type in 79

-Press Enter

-Press 1 - Audit Report

Press Enter

 

Will print all transactions since terminal last settled.

 

Ingenico ict250 and iwl255

-Press the MENU button from the Home screen

-Select 3 for Batch

-Select 4 for Batch Totals

The Batch Totals will be printed.

Below are the simple steps to change your merchant facility. A merchant password can be 4 characters long and you should change it regularly for security purposes.

 

Verifone VX520 and VX680

-Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC

(Countertop VX520)

-Type in 90

-Press Enter

-Press 1 for Terminal password

-Press Enter

-Type in your current/old terminal password

-Press Enter

-Type in your new terminal password

-Press Enter

-Confirm your new terminal password

-Press Enter

-Your terminal password has now been changed.

-Your merchant password has now been changed.

 

Ingenico ict250 and iwl255

-Please call 13 11 55 to change your terminal password.

 

Remember to protect this password against unauthorised use, as you will be liable for all unauthorised transactions.

Do not display this password to persons who should not have knowledge of the password.

Below are simple instructions on how to print POS totals. POS totals will display the totals of all transactions on the terminal since the terminal last settled.

 

Verifone VX520 and VX680 

-Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC (Countertop VX520)

-Type in 5

-Press Enter

-The batch totals will display on the screen

-Press the Print button to print the Batch Totals (Mobile VX680) or press the Enter button to print the Batch Totals (Countertop VX520)

 

Ingenico ict250 and iwl255

-Press the MENU button from the Home screen

-Select 3 for Batch

-Select 4 for Batch Totals

The Batch Totals will be printed.

Two easy ways to order:

 

1. Through your EFTPOS terminal (Verifone VX520 and VX680) 

-Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC

(Countertop VX520).

-Type in 86, press Enter

-Type in the Number of rolls required in multiples of 10 and press Enter

The terminal will print a receipt confirming your order has been sent. Please note: A maximum of 30 paper rolls can be ordered per day

 

2. Via our website (Verifone VX520 and VX680 terminals and Ingenico ict250 and iwl255 terminals)

-Go to our Merchants Stationery Order Form

-Complete the order and click ‘submit’

 

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.

Simply follow these easy steps:

 

Verifone VX520 and VX680

-Press MENU from the Home screen (Mobile VX680) or Press the button under MENU

(Countertop VX520).

-Select 7 for Settlement.

-Press Enter.

 

Ingenico ict250 and iwl255

-Press the MENU button from the Home screen

-Select 3 for Batch

-Select 1 for Settle

-Type in the Settlement Password

-Press Enter

 

Terminal will settle the transactions since the last settlement, ensure that the settlement says approved or settlement success.

Verifone VX520 and VX680

 

-Press MENU from the Home screen (Mobile VX680) or Press the button under MENU

(Countertop VX520).

-Select 3 for Refund.

-Press Enter.

-Type in your Merchant password.

-Press Enter.

-Type in the Refund Amount.

-Press Enter.

-Prompt the customer to Insert or Swipe their card.*

-Select the account type - request the customer to make this selection (if prompted to do so).

-Press Enter.

-The terminal will ask the customer to type in their PIN number and press Enter or press Enter for the customer to sign the receipt.

-If Approved, the terminal will print the merchant receipt.

-Remove the merchant receipt, hand to the customer to sign the receipt (if prompted to do so by the terminal).**

-Ensure that the transaction receipt says ‘APPROVED’.

-Press Enter to print the customer receipt (if required).

-Hand the Customer Copy receipt to the customer (if required).

If Cashier Number has been enabled on your merchant profile, the terminal will request a cashier to be selected after entering the refund amount. Select the cashier by pressing the corresponding number next to the cashier name, or highlighting the cashier name using the arrows and press Enter.

 

**Always verify the signature if not a PIN transaction, press Enter to confirm the signature.

* Dependant on functionality available on the customer’s card.

Do not disclose your Merchant password to any unauthorised people.

Ingenico ict250 and iwl255

Verifone VX520 and VX680

-Press MENU from the Home screen (Mobile VX680) or Press the button under MENU

(Countertop VX520)

-Select 9 for Void

-Press Enter

-Type in your Merchant password

-Press Enter

-Select 1 and Enter to Void the Last Transaction

-Select 2 and Enter for Invoice to Void a previous transaction within the same batch

-Type in the Invoice Number

-Press Enter

-The terminal will ask you to confirm the Transaction to be Voided

-Press the Enter button for Yes or Cancel button for No

-The terminal will print you a merchant receipt indicating the VOIDED sale

-Press the Enter button to print a customer receipt (if required)

Do not disclose your Merchant password to any unauthorised people.

Only Credit card transactions can be voided.

A voided transaction will not appear on the merchant statement, cardholder statement or settlement report.

You can only void a transaction that is in the current day’s batch and it can only be voided prior to settlement.

 

Ingenico ict250 and iwl255

-Press the MENU button from the Home screen

-Select 3 for Batch

-Select 5 for Void

-Type in the invoice number of the transaction to be voided

-Press Enter

-Type in your Void password

-Press Enter

-The terminal will ask you to confirm the Transaction to be Voided

-Press the Enter button for Yes or Cancel button for No

-The terminal will print you a merchant receipt indicating the VOIDED sale

-Press the Enter button to print a customer receipt (if required)

Do not disclose your Void password to any unauthorized people.

Only Credit card transactions can be voided.

A voided transaction will not appear on the merchant statement, cardholder statement or settlement report.

You can only void a transaction that is in the current day’s batch and it can only be voided prior to settlement.

First, Open the printer cover

-drop the paper roll into the paper holder with paper coming out bottom of roll towards print head

-Pull the paper and close the printer cover

-Pull and tear the paper against the paper receipt guide

                                                                                                                                                                                                                                  Operate the terminal as normal.

Verifone VX520 and VX680

-First, Press FUNC from the Home screen (Mobile VX680) or -Press the button under FUNC (Countertop VX520)

-Type in 73

-Press Enter

-Type in the Invoice number you would like to reprint and press Enter or press Enter to print the

last transaction

-Select 1 for Customer Copy, 2 for Merchant Copy, or 3 for Both

-Press Enter.

 

Ingenico ict250 and iwl255

-First, Press the MENU button from the Home screen

-Select 2 for Print

-Select 1 for Transactions

-Select 1 for Last Transaction or 2 for Invoice

-If 2 for Invoice was selected, type in the invoice number and press Enter

 

Only transactions that are in the terminal since the last settlement can be reprinted.

Verifone VX520 and VX680

-Press the merchant menu button

-Press 3 for Batch

-Press 2 for Reprint Settle

 

Ingenico ict250 and iwl255

-Press the MENU button form the Home screen

-Select 3 for Batch

-Select 2 for Last Settlement

 

The last successful terminal initiated settlement slip will be reprinted.

When settling into a Suncorp Bank account and your terminal settles before 21:00 (AEST), the funds will be available in your account the same day. (Same day settlement, 365 days a year)

When settling into a non-Suncorp Bank account the funds will be in the account within 48 to 72 hours of settlement.

You will receive your EFTPOS terminal within 5-7 working days from when your application and its supporting documentation is submitted. This is of course subject to the approval of your application.

01 Refer the cardholder to the issuing bank.

05 The issuing bank has chosen not to honour the transaction.

31 The issuing bank is not supported by the current terminal software.

51 Another form of payment is required. Do not use a fallback voucher.

55 Invalid PIN entered.

61 Cardholder has exceeded the maximum daily withdrawal limit on their card. 

Another form of payment (cash, cheque) is required. Do not use a fallback voucher.

91 The issuing bank is not available. Communication lines are down.

First, ensure all terminal phone cable connections and phone supply outlets are connected correctly.

-Power off the terminal before connecting the telephone cable; unplug the power cord from the 110-Volt, or regional, grounded power receptacle.

-Connect one end of the telephone cable into the terminal.

-Connect the other end of the telephone cable into your telephone wall jack.

-Power on the terminal; plug the power cord connector into a 110-Volt, or regional, grounded power receptacle.

-Connect the phone line to a telephone to check for dial tone and cable quality.

-Clear any message bank on the line.

-Disconnect call waiting.

Has the telephone line recently changed to or from a PABX system?

If so, the terminal will require a reconfiguration, please contact 1800 836 055.If the problem is not resolved call 1800 836 055.

This means the terminal profile has not been set up to accept the card type that is being used.

Please Log a fault call with merchant technical support on 1800 836 055.

This error means there has been a Loss of Carrier. An unexpected phone line disconnect occurred.

If you have a Verifone VX520 terminal you will receive a Z6 error, if you have a Ingenico ict250 terminal you will receive a V6 error.

Check phone connection. Try transaction again.

If the problem is not resolved call 1800 836 055.

So, the terminal freezes on a specific screen and will not do anything.
First, unplug the power supply from the terminal and replug it in.
If the problem is not resolved call 1800 836 055.

So, your Terminal is printing blank.

-Ensure the paper roll is inserted correctly. If it is inserted incorrectly it will print blank due to the thermal paper.

-Open the printer cover, drop the paper roll into the paper holder with paper coming out bottom of roll towards print head. Pull the paper and close the printer cover. Pull and tear the paper against the paper receipt guide.

-Operate the terminal as normal.

-Perform a reprint to ensure the printer is now printing.

-If the problem is not resolved call 1800 836 055.

So, your Terminal has settled but you did not receive an approved settlement slip.

Try to reprint the last settlement slip:

Verifone VX520 and VX680

-Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC

(Countertop VX520)

-Type in 74

-Press Enter

 

Ingenico ict250 and iwl255

-Press the MENU button form the Home screen

-Select 3 for Batch

-Select 2 for Last Settlement

 

If this does not solve the problem call 1800 836 055.

The terminal has settled, but there has been a communication error at the time of printing the report. You can reprint the settlement report by following these steps:

Verifone VX520 and VX680

-Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC

(Countertop VX520)

-Type in 74

-Press Enter

 

Ingenico ict250 and iwl255

-Press the MENU button form the Home screen

-Select 3 for Batch

-Select 2 for Last Settlement

If a merchant applies a surcharge when a cardholder pays using a Credit or EFTPOS card, then they are not allowed to charge an amount higher than their average cost of accepting that card type.  Under the standard, we are required to provide our merchants with their average cost of acceptance each month on their statements for the fees we charge.  At the end of each financial year, we are required to provide them with their annual average cost of acceptance for the fees we charge.    

From the 1^st of September 2017 – the ACCC have the authority to enforce penalties on any merchant that is surcharging excessively.  

The August Statement will show your Average Cost of Acceptance for that month.  This statement will be dispatched on the first working day of September.

The Annual Average Cost of Acceptance will appear on your June 2018 statement and every June statement after that.  

No, the decision to surcharge is at the merchant’s discretion.

• Merchant Service Fees for each card type
• Other Fees where applicable include: Terminal rental, Annual Fee, MOTO Fee, Chargeback Fee and Virtual POS monthly Fees.  These fees will be apportioned across each of the card types based on each card types proportion of the total value of transactions.  

In addition to the fees paid to Suncorp, you may include some additional types of costs if they are directly related to accepting that particular card type.

These are:

• gateway fees paid to an external payment service provider
• the cost of fraud prevention services paid to an external provider
• the cost of insuring against forward delivery risk. This applies to agents (such as travel agents) who pay an external party to insure against the risk that the agent will be liable to a customer for the failure of a principal supplier (such as an airline or hotel) on payments accepted via cards.
• Dial up phone line costs if the sole use is for the EFTPOS facility.  If you make voice calls or it connects to any other device within your organisation, this fee cannot be included. 

In each case, these costs must be specific to the particular types of cards that you are surcharging, rather than being a cost that applies to all payment methods accepted by you. Furthermore, they must be costs paid to an external provider and verified by contracts, statements or invoices. A merchant's internal costs cannot be included in a surcharge.

If the annual cost of acceptance is available, then you should use this figure in your calculation.  If only the monthly average cost of acceptance is available, you can use this figure and should adjust your surcharge amount when the annual average cost of acceptance is available at the end of the financial year.  If neither is available, and we cannot calculate the average cost of acceptance for you based on data you provide, we suggest that any surcharge amount you choose to apply be limited to only your MSF fee until we have enough transaction data available.

We sent a letter to all merchants that were a merchant of ours as at 30^th June 2017 during the months of July and August.   This letter outlined the changes which also included your annual cost of acceptance for the 2016/2017 financial year.  If you did not receive your letter, please contact us and we will be able to provide this information to you. 

No, it is up to you what transactions you apply the surcharge to.  For example - you can either apply it to all transactions or you can choose to only surcharge on transactions that fall under a certain value or apply it to a certain card type used, etc.  You must also ensure that you notify the cardholder at the time of the transaction and that you have signage up as well as informing customers of the surcharge amount.

You will need to identify the card type with the lowest surcharge amount and apply that to your transactions.  You cannot average the cost across all card types.

We have identified all merchants that are surcharging in excess of their average cost of acceptance.  We have automatically made the changes to the merchant terminal prior to the 1^st of September to help those merchants avoid any penalties from the ACCC although ultimately the responsibility for ensuring that you do not breach the Surcharging Standards is a responsibility of each individual merchant.

If you wish to make changes to your surcharge amount, then you will need to fill out the Change Request – Add/Remove Surcharging Form and it will be actioned accordingly.   

Please note that the surcharge amounts on the change request form should be EXCLUSIVE of GST.

If you have requested Surcharge Option 1 – the lowest surcharge value across the card types is to be used.  For example, if Visa comes through at 0.65%. MasterCard comes through at 0.67% and Debit Card comes through at 0.55% then you must use 0.55% as the blanket surcharge across all card types.

If you have requested Surcharge Option 2 – then for Credit Card transactions, you would select the lowest value surcharge amount between Visa and MasterCard so in the above example, you would apply 0.65%.  For Debit card transactions, you would select 0.55%.  For AMEX and Diners transactions you would apply your average cost for accepting these card types.  

Yes, you can manually add a surcharge to the transaction value if you adhere to the rules.  You must have signage advising the surcharge % or $ amount you surcharge and also inform the customer at the time the transaction is being processed.

They do not have to have the surcharge functionality enabled on your terminal.

The Australian Competition and Consumer Commission (ACCC) will be monitoring surcharging practices to ensure merchants are not surcharging in excess of their average cost of acceptance.  They have the authority to issue penalties if a merchant does not adhere to the standard.

Yes, each statement has a separate cost of acceptance table applicable to that merchant number.  

As long as the merchant facilities are under the same legal entity and have the same industry type, then you can calculate your average cost of acceptance based on the total costs across all of your facilities. 

As the merchant, you have a contract directly with American Express to enable you to process AMEX transactions, American Express will issue their own statements that will include the average cost of acceptance calculation separately for this card type.

If you surcharge and do not have the surcharging functionality enabled on your terminal, you can choose to calculate the surcharge as a percentage of the transaction value or as a flat dollar amount per transaction.  We have detailed both options on your Average Cost of Acceptance Table.

If you have the surcharging functionality enabled on your terminal, this will always be charged as a percentage of the transaction value.

No, the Taxi industry is monitored and governed by state legislation and have maximum surcharge amounts they can apply.