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.  At the end of each financial year, we are required to provide them with their annual average cost of acceptance. 

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

The August 2017 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.  

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

Please click the link below to see the table.

A letter was sent to you during the month of August 2017 outlining the changes.  This also includes your annual cost of acceptance for the 2016/2017 financial year.  If you have not received your letter, please contact our Call Centre on 13 11 55 and they will provide you with this information.

Only merchants that surcharge today or intend to surcharge in the future.  They will be required to adjust their surcharge amount as per the information provided on their communication letter. 

If a merchant does not surcharge today and does not intend to surcharge in the future, then no action is required on their behalf.

We have identified all merchants that are surcharging in excess of their average cost of acceptance.  We will automatically make the changes to the merchant terminal prior to the 1^st of September to help you avoid any penalties from the ACCC however ultimately the responsibility for ensuring you do not breach the Surcharging Standards is a responsibility of each individual merchant.  If you believe that the amount that your surcharging is above your average cost of acceptance, or if you are surcharging less than your average cost of acceptance and wish to change your surcharge amount to align with your Annual Average Cost of Acceptance, you will be required to fill out the ‘Add/Remove Surcharging’ form and it will be actioned accordingly.  You can find this form here: 

• Merchant Service Fees for each card type
• Other Fees where applicable include: Terminal rental, Annual Fee, MOTO Fee, Chargeback Fee and Payment Gateway 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.  

If you are able to provide transaction volumes and values for each card type for a 12 month period, then we will be able to calculate your Average Cost of Acceptance for you.  Please call our Contact Centre on 13 11 55 for assistance. 

If there is no data available, then you will need to wait until you are issued with your first full month statement.  The amount that appears on that statement can be used for the surcharging amount and adjusted at the end of the Financial Year when you receive your June Statement. 

Once your Average Cost of Acceptance is worked out, you will be required to fill out the ‘Add/Remove Surcharging’ form.  You can find this form here:  https://www.suncorp.com.au/banking/business/merchant-services/existing-customers.html#tab4

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

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 you have a merchant 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.

The merchant will need to apply the lowest fee outlined in their Average Cost of Acceptance Table.

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, surcharging 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.