Merchant facility management

Terminal positioning

It’s essential to keep your terminal in a convenient spot – so that your staff can supervise a customer’s use of the terminal easily. Wpay recommends to make sure customers can use the keypad or touch screen without the risk of other people seeing them key in their PIN (Personal Identification Number) and never place terminals in a position where cameras can record customers entering their PIN into the device. This will help your customers have a smooth and secure payment experience.

To prevent unauthorised use, do not leave your terminal unattended. Make sure that your terminal is kept at a secure location, i.e. not easily accessible by customers or strangers. Your terminal should be under supervision at all times. For terminals integrated with a self-checkout or kiosk, an authorised merchant representative must maintain supervision of the terminal at all times

Your obligations as our merchant

Any hardware or equipment and any unused stationery and promotional materials supplied by Wpay, remain the property of Wpay.

• You must not sell, modify, assign or in any way compromise the terminals.
• You can not give them to a third party or give access to a third party.
• We advise you to ensure that the terminals are covered by your business or contents insurance.
• Terminals must not be relocated without prior authorisation.
• Terminals must be located where cardholders can use the touch screen without the risk of other people seeing them key in their PIN (Personal Identification Number)

Lost or stolen terminals

Lost or stolen terminals must be reported immediately to 1300 10 9729 (1300 10 WPAY). The terminal will be disabled on Wpay systems and will no longer be able to perform transactions.

If the terminal is supplied by Wpay you may be charged for its replacement. Contact your terminal support provider to arrange for a device replacement.

Lost cards

From time to time customers may accidentally leave their cards behind at your premises. Upon discovering a card left at your premises, please do the following:

• Retain the card in a safe place for a period of up to two business days;
• Hand the card to the customer claiming the card only after having established their identity.
• If two business days have passed, destroy the card.

Should the cardholder enquire about their missing card, instruct them to contact their issuing institution.

Advice

Below is some general advice for using your Wpay acquired eftpos device and processing transactions.

• Never ask to keep the cardholder’s card unless our Authorisation Centre operator instructs you to do so.
• Always follow the terms of your merchant agreement for processing transactions and retain proof of all transactions.
• All physical or electronic copies of receipts (the ‘Merchant Copy’) are for your records. You must keep these copies for at least 18 months.
• If you receive a ‘chargeback’ or retrieval notification from us, make sure you respond promptly.
• You should never ‘split’ a sale by doing two or more transactions on the same card. This would be done to avoid having to complete an authorisation or to enter a PIN.
• If you have any issues or errors with your terminal, refer to your user guide or call us for assistance.
• You or your staff must never ask a cardholder to reveal their PIN.
• You or your staff should not allow a cardholder to enter their PIN until the transaction amount is displayed on the screen and they’re prompted to enter their PIN.
• Never ask to keep the cardholder’s card unless your support center instructs you to do so. When your support area requests you to keep a card, it may be because it’s a lost or stolen card (and could be related to a card fraud incident). Be mindful of your personal safety - you could choose to disregard this request if it places you or anyone else at risk.
• For all transactions, only you and your authorised staff must handle merchant copies of printed receipts from the terminal.
• Refunds can only be processed where there was an initial valid transaction on the same card. Merchants using EFTPOS terminals should refer to the User Guide for instructions on processing a sale or refund for their specific product type.
• With credit/debit card transactions, remember never to refund cash in any instance.
• Enter your terminal refund password before each refund transaction. You’re responsible for protecting this password against unauthorised use.
• Ensure that your password is changed regularly to prevent unauthorised use. To change your refund password, please call your Merchant Helpdesk.

Receipts

You should retain all printed merchant receipts in a secure manner for reconciliation and in the event the terminal becomes faulty. You must provide the cardholders a receipt on request.

Receipt rolls

You must use the correct receipt paper within your terminal. Using the incorrect paper type may result in damage to the device. Please ensure that you have sufficient stock on hand and consider delivery lead times when ordering additional paper rolls. You can order stationery from your nominated stationery supplier