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Business Banking
Payment & Merchant Services FAQs
General
To become a BPAY® Biller or to discuss your requirements, you can enquire online, contact us or visit your nearest Suncorp branch.
Here the steps for getting your BPAY® details on your invoice system:
- Send out your bill to your customer.
- Customers receive your bill.
- Customers access their financial institution's internet banking site or phone banking service to make payment via cheque, savings or credit account.
- Your financial institution credits your account.
- Your business receives funds and payment information.
- You then update your accounts receivables system.
Suncorp Bank Business Payments gives your business the ability to make credit payments via Internet Banking, 24/7.
EFTPOS
From 1st November 2018 the following charges will apply for EFTPOS rolls:
Unit Content Price per pack (includes delivery)
10 rolls $10.00
20 rolls $16.00
30 rolls $20.00
40 rolls $24.00
50 rolls $28.00
60 rolls $32.00
The charge for rolls ordered during the month will be applied to your statement on the last day of the month.
To order you can either go through your EFTPOS terminal or visit the website and fill in the Merchants Stationary Order Form.
If your terminal settles before 21:00 (AEST), the funds will be available in your Suncorp account the same day.
You’ll receive your EFTPOS terminal within 5-7 working days of your application, if that application is approved.
This means the terminal profile has not been set up to accept the card type that is being used. Please contact merchant technical support on 1800 836 055.
Least Cost Routing
Least Cost Routing (LCR), also known as ‘lowest cost routing’, ‘low-cost routing’, ‘merchant routing’ or ‘smart routing’ is the industry terminology used to explain the new routing functionality on merchant terminals for scheme (Visa/MasterCard) debit card contactless transactions. The introduction of least cost routing is to help merchants take steps to ensure that debit card contactless transactions are processed through the lower cost payment channel.
Based on a Merchant’s pricing plan, a Wave & Save Transaction limit** is set to a default position where the transaction amount costs the same to process via both the EFTPOS and Credit Card network. Scheme debit card contactless transactions valued over the limit will route down the EFTPOS network and you will be charged the debit card fee.
For Existing Suncorp Merchants
Use our Wave & Save Transaction Limit Calculator.
For New merchants
Your Wave and Save Transaction Limit will be calculated based on your new pricing plan with Suncorp.
The least cost routing functionality only works with payments made using a physical card. Payments made using a phone or any other device (i.e. a watch), will still be routed via the credit card network.
There are two options to enable Wave & Save on an existing merchant terminal:
- Head to our Merchant Services page to download the ‘Misc changes to terminal’ form. Complete the form and send to the email address specified.
Or
- Contact one of our Business Specialists on 13 11 55.
Surcharges
What is the Reserve Bank of Australia (RBA) surcharging standard?
Customers using Visa, Mastercard, EFTPOS and American Express can’t be charged an amount higher than then the merchant’s average cost of accepting that card type.
Under the standard, we’re 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’re required to provide them with their annual average cost of acceptance for the fees we charge.
For more information about the surcharging standard, visit the Reserve Bank of Australia’s website.
Are Merchants required to surcharge?
No, the decision to surcharge is at the merchant’s discretion.
For more information about the surcharging standard, visit the Reserve Bank of Australia’s website.
What fees make up the average cost of acceptance that appears on the statement?
The merchant service fees for each card type.
Other fees where applicable include:
- terminal rental
- annual fee
- MOTO fee
- chargeback fee
- EFTPOS paper roll fees
- virtual POS monthly fees.
These fees will be apportioned across each of the card types, based on each card type’s proportion of the total value of transactions.
Can we include any other costs relevant to processing credit or EFTPOS transactions to calculate their Surcharge amount?
Along with the fees paid to Suncorp, you may include some additional types of costs if they are directly related to accepting a 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 can’t 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.
They must be costs paid to an external provider and verified by contracts, statements or invoices. A merchant's internal costs can’t be included in a surcharge.
Am I required to use the monthly or annual average cost of acceptance in our surcharge calculation?
You should use the annual average cost of acceptance in your calculation. However, if only the monthly average cost of acceptance is available, you can use this figure and 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 can’t 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.
Where do we find our Average Cost of Acceptance?
Each month your statement will show your average cost of acceptance for the transactions completed that month and your June statement each year will contain the annual average cost of acceptance for the previous financial year.
If we choose to surcharge, do we need to apply the surcharge to all transactions?
No, it’s 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.
You must also ensure that you notify the cardholder at the time of the transaction and that you also have signage up informing customers of the surcharge amount.
How do I update our surcharge amount if we have the surcharging functionality enabled on our terminal?
If you wish to make changes to your surcharge amount, then you can update this on your terminal.
The surcharge amounts should always be entered inclusive of GST.
Press the MENU button from the Home screen.
- Select 4 for Terminal.
- Select 5 for Surcharging.
- Select Enable (on the Move 5000 - F1, on the Move 2500 - select the button under the word Enable).
- Press Enter.
Select Issuer will be displayed. Select each issuer and set the surcharging percentage/amount. On the Move 5000 the F2 button is used to tab down to the next issuer.
Mastercard - Select percentage of total.
- Enter the surcharge percentage amount.
- Press Enter.
- Press Enter to confirm.
VISA - Select percentage of total.
- Enter the surcharge percentage amount.
- Press Enter.
- Press Enter to confirm.
EFTPOS Debit - Select Fixed Fee.
- Enter the surcharge amount.
- Press Enter.
- Press Enter to confirm.
AMEX - Select percentage of total.
- Enter the surcharge percentage amount.
- Press Enter.
- Press Enter to confirm.
Diners - Select percentage of total.
- Enter the surcharge percentage amount.
- Press Enter.
- Press Enter to confirm.
Once completed the terminal will prompt - Print Report?
- Press Enter to print the report displaying the latest surcharging percentages and amounts. Make sure these are correct.
Are we allowed to surcharge if we don’t have the surcharging functionality on our terminal?
Yes, you can manually add a surcharge to the transaction value if you adhere to the rules.
You must have signage advising the surcharge percent % or dollar $ amount you surcharge, and also inform the customer at the time the transaction is being processed.
How will the surcharging requirements be monitored?
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.
For more information on surcharges, please visit the ACCC website.
If we receive more than one merchant statement a month, will they all show the average cost of acceptance?
Yes, each statement has a separate cost of acceptance table applicable to that merchant number.
Which surcharge amounts do we apply if our average cost of acceptance differs across our merchant facilities?
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.
Why is American Express not included in the cost of acceptance table?
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.
Should we surcharge as a percentage of the transaction value or a flat dollar amount?
If you surcharge and don’t 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 for Visa, MasterCard, AMEX or Diners card transactions and a fixed dollar amount for EFTPOS debit transactions.
Is the Taxi industry bound by the RBA Surcharge Standard?
No, the Taxi industry is monitored and governed by state legislation and have maximum surcharge amounts they can apply.
