SmartPay Surcharge Eftpos FAQ’s for The E Group Payments Outsourced Surcharge Product

1.1 What do the new merchant application forms look like?

99% finalise application - small change to come by Friday 15/12/17 which will adjust the way the surcharge rate is displayed from ex GST to inc GST on page 4

1.2     Time from approved application to terminal delivery in store:

         ·Metro areas – 2 – 3 days to prepare the terminal, then dispatch will be depending on location (the latter takes into consideration for parcels sent on Friday with weekend transit)

         ·Regional areas – (note Darwin and Perth will be big markets for us) an additional day or two for rural (depending on how rural, how far away from mailing routes they are – e.g. a few courier companies many only travel to X suburb in a rural area every Thursday in which case it would greatly increase the delivery time). 

1.3.     What will the “Surcharge Sign” supplied to the Merchant look like? will look like

1.4.     What do the reports and receipts look like from the terminals?

(Images to be uploaded soon)

2.1.     What is the settlement schedule? (similar/associated questions below)

Please see article Automatic Settlement Schedule

2.2.     What is the standard cut off time for a banking day?

DEFAULT Time is:
Late night - 9:30pm to 11:30pm  Typical settlement time 9:30pm to 9:35pm
​Please see article Automatic Settlement Schedule for more info

2.3.     When are funds from the standard banking day settled to the Merchant’s trading account?

Please see article Automatic Settlement Schedule for more info

2.4.     Are non-standard banking days available? eg. 4am

In terms of daily settlement - Yes Please see article Automatic Settlement Schedule for more info

2.5.     Are there specific times that non-standard banking day cut off times can be requested?

These are the options

DEFAULT:
Late night - 9:30pm to 11:30pm  Typical settlement time 9:30pm to 9:35pm

UPON REQUEST
Early Morning - 4:30am – 5:30am Typical settlement time 4:30am to 4:35am
Morning - 7:00am – 12:00pm  Typical settlement time 7:00am to 7:05am
Afternoon - 12:00pm – 7:00pm  Typical settlement time 12:00pm to 12:05pm
Evening - 7:00pm – 9:30pm  Typical settlement time 7:00pm to 7:05pm\
​Please see article Automatic Settlement Schedule for more info

2.6.     When are funds from the standard banking day settled to the Merchant’s trading account?

T + 2, after which it’s the receiving bank which dictates the time it takes to reach the merchants account. Please see article Automatic Settlement Schedule for more info

2.7.     When disbursing funds to smaller banks and building societies, what average delays are experienced?

Most of the smaller banks and Financial Institutions are with the same switch (Cuscal) as we are using, so wouldn’t see any major delays. 

2.8.     What hours is the support desk open for Merchants to call?

24/7 technical help desk on 1800 433 876 – option 2 

2.9.     If a terminal requires replacement, what is the process?

Call 24/7 technical help desk on 1800 433 876 – option 2.  The technical help desk team will try and fix any issues over the phone and if they can’t, they will organise a replacement terminal.  Delivery will depend on customer location.

2.10.    What is the timeframe for replacement?

If a swap out request is received before midday it will generally be sent out the same day, if it received after it will be sent out the following day.

2.11.     What are the charges involved in replacing a terminal? Eg Freight, terminal replacement.

$650 – replacement cost plus courier charges.  There is no charge for a swap-out.

2.12.     If the terminal is under warranty, how long would it be before the merchant is informed if there is to be a charge or if it is a warranty.

Any merchant under a lease agreement will be covered for any issues with the terminal – this excludes any damage beyond normal wear & tear.
​

3.1.    What is the process for applying surcharge on the terminal?

For NFC enabled terminals i.e. tap and go / paywave:

1.     Enter bill amount eg $100

2.     Payment method selected by payer via one of the below methods

a.     Customer taps card > Visa/MasterCard surcharge is applied (note as the terminal is unable to determine the difference between Visa/MCard Vs Amex, only Visa/MCard is allowed on NFC enabled terminals)

b.     Customer inserts card and selects payment method SAV, CHQ or CR.

  i. If SAV/CHQ is selected, fixed rate EFTPOS network Surcharge fee is applied.

  ii. If CR is selected, % surcharge fee is applied.

For NON NFC enables terminals:

1.     Enter bill amount eg $100

2.     Customer inserts card and selects payment method SAV, CHQ or CR.

  i. If SAV/CHQ is selected, fixed rate EFTPOS network Surcharge fee is applied.

  ii. If CR is selected, % surcharge fee is applied. How is AMEX Vs Visa/ MCard determined?

3.2.    Pre-Auth – how does it work in multi terminal environment?

It works on a terminal / merchant level – so this won’t change in a multi or single terminal environment. Same process either way.

4.1.    Do the terminals provide tipping option?

Yes but is not applied to the tip, so the business will absorb the cost on Tip Surcharges

4.2.    Non-integrated Vs Integrated – is this the same device or different models? 

The D210 is used for both non-integrated and integrated.

4.6.  Does the D210 connect to 3G via Telstra or Optus or both? 

Currently only 3G Telstra. (soon to be roaming sim) (45 sec network switch)

4.7.  If the 3G connection drops out, what happens?

The terminal can revert to WiFi with the assistance of our THD.

We are currently developing a “Roaming SIM” which is configured for Optus, Telstra and Vodaphone – if the terminal cannot get signal it will revert between them until a signal is found.

4.8.  Does the D210 have electronic fall-back mode? 

But the 3G Roaming SIM achieves a fall back to the network with the strongest connection

4.9.  What happens in the event the terminal cannot connect to the bank? 

This is a comms issue – if there are no comms you cannot use the terminal – similar to a mobile phone. Terminals have 3G roaming SIMS so they will switch to the strongest network

4.10.  What is Cuscal’s SLA for connectivity? 

There are SLA’s in place with the Switch provider (Cuscal) on up-time – happy to share if you require.

4.11 Is MOTO available?
Yes "Mail Order Telephone Order" MOTO but this will require the last 12 months of Merchant Statement to be submitted and additional review of the application due to the risk associated with MOTO.

Effective from today 20th April, 2018, ALL new applications that want MOTO, the surcharge rate for MOTO transactions is 2.3% across all industries. The application form will be amended but in the mean time please manually input the MOTO rate.

5.1.  What do the reports look like?  

Sample Reports will be posted online by the end of December 2017

5.2.  Balancing- When are daily reports received – Is it 2 days later or the next morning? 

Basic reporting can be taken daily from the terminals (totals). Online live reporting will be available in February 2017

New Questions: 

5.3.  What size paper rolls does the D210 use? 

Standard size Thermal rolls (40mm x 55mm)

5.4.  What is the process for ordering additional paper rolls? 

Merchant can purchase paper rolls (at wholesale price) via our website eCommerce site.  We are reviewing this approach, but it is similar to others in the market. 

5.5.  What are the costs of paper rolls? (Freight & Product) 

We will be only selling these at cost price (TBA) plus courier charges (if urgent) or standard postage (cheaper option).

5.6.  Can the merchant supply their own paper rolls? 

Yes, however if any damage to the terminal is due to non-compliant paper rolls, a charge for repair will be incurred.

5.7.  How many rolls go out with the terminal

Two – one in the terminal and one spare.  However, we will supply a code for the merchant to order some replacement ones immediately at a discounted rate.

5.8.  Notification to TEG of when the terminals are dispatched

We are working with our dispatch partners and finalising these details, we are looking at an automated system that generates notifications for approvals and then dispatch. 

This may happen via Automatic SMS, E-mail or both.

5.9.  Is there a tracking number for the terminal

Basic tracking - Auspost

5.10.  Who is the transport company used to deliver terminals

At this stage – Auspost.

5.11.  Provide the correspondence that goes out with the terminal

One is being set up and sent to you ASAP

5.12.  The timing for going live

12 February 2017

5.13.  When will we have the contracts for our merchants to sign

Applications Forms are available now, first terminals will go into the market from 12 February 2017

5.14.  Does SmartPay send out the signs with the terminals

 Surcharge Signs – yes at this stage it will be in the terminal box (or supplied at the same time)

5.15.  What is the warranty on the terminals

Warranty lasts as long as the customer is in contract.

5.16.  Who will be our point of contact for customer service

Normal Business hours help desk on 1800 433 876 – option 3 

5.17.  The customer journey from approval to terminal delivery

         ·Customer signs applications and produces copies of relevant additional documentation.

         ·Applications are assessed.

         ·Successful applications are notified and sent welcome pack/terminal as well as updates.

         ·Unsuccessful applicants are notified – either via E group or SMP directly

5.18.  Faulty terminal (Cost from pick up and new terminal delivered)

No Cost

5.19.  Damaged terminal(cost)

All merchants are encouraged to have insurance for lost or stolen terminals.  IT’s approx. $650 excl GST to replace a terminal.

5.20.  Time frame for new terminal when it breaks down

1-2 days depending on time of request, additional days for rural and Perth.

5.21.  How are they charged for a damaged terminal

Direct Debit (as outlined in the Merchant T&C’s), however can pay be credit card if needed.

5.22.  What is the cost for contract termination

$400 early cancellation fee – waived after two years

5.23.  What is the contract period (3 years)