You can find the answers to the most frequently asked questions of our Contact Centre and Technical Support Teams below. Just click on the question and you'll be redirected to the answer.
Why do I receive two merchant statements?
Why am I billed twice from two different accounts?
Why don't I receive monthly invoices for my terminal rental and the network fee?
How do I get a copy of my contract?
When are the balance of my EFTPOS transactions paid into my bank account?
Can I check the balance of my transactions during the day?
How do I fill out manual paper vouchers for my Imprinter?
Can I change the details that show on my receipt?
Do I pay GST on my Credit Card Merchant Service Fees?
Why is there a higher fraud risk processing ‘card not present' payments?
Can I get a copy of the Terms and Conditions?
I'm moving to another premises. Will my terminal work?
Can my EFTPOS terminal print one receipt instead of two?
What are the time-frames for setting up a new or additional facility?
Can you release a pre-authorisation for me as it is no longer needed?
I have sold my business. How do I organise transferring EFTPOS to the new owners?
I need to change the bank account that my funds are coming from/going into?
I'd like to pay my terminal rental/network fee by direct credit. What's your account number?
Why do I receive two merchant statements?
Your merchant statements relate to your credit card transactions from your previous months trading and detail your Merchant Service Fees. You receive one statement for your card present (face-to-face) transactions and one for card/cardholder not present transactions. Each statement has its own Merchant Number. It is a requirement from Visa and MasterCard that we must charge separately for card present and card not present transactions. The full amount of your Merchant Service Fees as shown your Merchant Statements is billed on the 10th of each month.
Why am I billed twice from two different accounts?
Your monthly terminal rental and network fee are fixed amounts and are billed together on the same date every month. We issue invoices for set-up fees, stationery purchases and any other varaible amounts separately, which are payable on the 20th of the month following the invoice.
Why don't I receive monthly invoices for my terminal rental and the network fee?
Your Letter of Offer and Acceptance is a GST invoice and can be used as a recurring invoice for your terminal rental and network fee.
How do I get a copy of my contract?
You can request a copy of your contract by faxing us on 0800 600 022 or by posting your request to EFTPOS NZ Ltd, Attention: Finance, PO Box 3457, Wellington. All requests must come from the business owner and be on a business letterhead or have a business stamp to verify the requester.
When are the balance of my EFTPOS transactions paid into my bank account?
In the majority of cases funds are credited to your account between 10.15pm and 11pm each business day (excluding weekends) and will be available the following business day. To ensure your funds are credited to your account daily you must settle your terminal each day anytime before 10.15pm.
- Funds settled after 10.15pm Friday, weekends and on public holidays are processed overnight the next business day.
- Funds settled after 10.15pm daily are processed overnight the following business day.
EFTPOS New Zealand looks after the transaction processing of EFTPOS (debit cards), and Visa and MasterCard cards. For all other cards, please call the card issuer directly.
Can I check the balance of my transactions during the day?
Yes, you can do a settlement enquiry anytime. However, you can only do one settlement cut-over daily. This tells us your days trading has ended so we can credit your account overnight. You can choose a daily cut-over time to suit your trading hours. It can be anytime except between 10.15pm and 11.00pm.
How do I fill out manual paper vouchers for my Imprinter?
Our Merchant Operating Guide has instructions on completing vouchers. Refer to page 11 for credit card Sales Vouchers and page 17 for debit card Off-line Payment Vouchers. To authorise a credit card sale using a Sales Voucher contact the Authorisation Centre on 0800 741 100. Please have your merchant number handy. It's the 12 digit number starting with 1001 or 1003. When seeking an authorisation, you may be asked for a PIN number - this is the last 5 digits of your merchant number.
Can I change the details that show on my receipt?
Yes, you can have up to three lines of free text on the receipt. On the first line there is a 16 character limit, while on the second and third lines there is a 10 character limit. Please call Merchant Services on 0800 EFTPOS, that's 0800 338 767, option 3 to update.
Do I pay GST on my Credit Card Merchant Service Fees?
No, they are GST exempt as they are considered a Bank Charge.
Why is there a higher fraud risk processing ‘card not present' payments?
When a card and the cardholder are not present for a transaction, it is harder to verify the legitimacy of the card and whether the correct cardholder is using it. See our online guide for further details.
Can I get a copy of the Terms and Conditions?
You can view the latest copy of our Terms and Conditions online.
I'm moving to another premises. Will my terminal work?
Yes, as long as the dial out number is the same at your new premises. If your phone number has changed or you require a pre-fix (i.e. a 1 to dial an external line, you'll need to advise us so we can update our records. Please contact our Technical Support Team on 0800 EFTPOS, that's 0800 338 767, option 2.
If you are operating a fixed wireless terminal then you will need to ensure that you have sufficient GPRS coverage at your new premises.
Can my EFTPOS terminal print one receipt instead of two?
No, as per our Merchant Agreement Terms and Conditions you are required to retain one copy of the receipt for 12 months as proof of transaction and provide another copy to your customer as their proof of transaction.
What are the time-frames for setting up a new or additional facility?
Set-up times vary depending on the type of facility. As a general guide all facilities are set-up within 10 business days.
Can you release a pre-authorisation for me as it is no longer needed?
No, we are unable to release pre-authorisations. It is the card-issuing bank that holds the cardholders funds. Pre-authorisations are generally held for five business days for New Zealand issued cards and up to one month for overseas issued cards. Cardholders can contact their banks if they need funds released immediately.
I have sold my business. How do I organise transferring EFTPOS to the new owners?
We have a change of owner team to assist you. Please contact us on 0800 EFTPOS that's 0800 338 767, option 3 for more information.
I need to change the bank account that my funds are coming from/going into?
You can change where we deposit your EFTPOS funds and where we debit your fees from. However, to do this the business owner must complete new bank authority forms and confirm that the new bank account is in the correct legal name. Please contact our Merchant Services Team on 0800 EFTPOS that's 0800 338 767, option 3 for more information.
I'd like to pay my terminal rental/network fee by direct credit. What's your account number?
To get our bank account details, send an email to accounts@eftpos.co.nz and request a deposit slip or call 0800 EFTPOS, that's 0800 338 767, option 3.
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