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Contract documentation

Below is a list of all the documentation that will help you as a new Westpac Merchant customer.

Merchant documentation

Effective 4 June 2018, the following changes will be made to the Westpac Merchant Operating Guide and Merchant Business Solutions Card Acceptance by Business Terms and Conditions.

The changes to the Merchant Operating Guide include:

  • Entire guide - Simplification of existing content and updating contact details.
  • Clause 3.2 - Introduction of reference to electronic vouchers.
  • Clause 3.5 - New Visa and Mastercard Pre-Authorisation requirements.
  • Clause 3.6 – Clarification on the process relating to chargebacks including the introduction of additional common reasons for chargebacks.

The changes to the Terms and Conditions include:

  • Clause 2.0 – Defining a Pre-Authorisation and an Integrated Payment Solution.
  • Clause 4.3 – Sets out requirements if the final amount exceeds the total Authorised amount.
  • Clause 7.3 – Provides that we may refuse to accept or Chargeback any Transaction in certain circumstances.
  • Clause 12.0 – Sets out that the requirements regarding vehicle and equipment rental transactions.
  • Clause 13.16 – Sets out requirements regarding eCommerce transactions initiated via stored card information.
  • Clause 34.2 – Liability regarding Integrated Payment Solutions.


Below is a list of all the documentation that will help you as a new Westpac Merchant customer.

Settlement and transaction times

How long before settlement reaches my account?


If you have a Westpac account, EFTPOS machine funds will be paid into your account instantly after your terminal completes settlement each day, 365 days of the year. If you are settling into a non-Westpac account funds will be paid into your account within 48 to 72 hours of settlement. These times exclude Fridays, weekends and NSW public and bank holidays.



Online funds will generally be paid into your account within 24 hours if you have a Westpac account. Settlement occurs at 6.00pm Australian Eastern standard time for online/eCommerce merchant facilities. On weekends and public holidays funds will be received the next business day.

How long after a transaction is processed does the cardholder have to dispute it?

Chargebacks may be processed to your account up to 12 months after the date of the original transaction.

Contract and sales

Can I have my merchant fees reviewed?

Yes. Simply telephone the Merchant Business solutions help desk on 1800 029 749 and select option 1.

Can I close my merchant service before the expiry date of my contract?

Yes, however a cancellation fee is charged for the closure of each merchant outlet (number) and the recovery of our equipment. This fee covers the administration cost of closing your merchant outlet(s).

The cancellation fee will be for an agreed amount and is set out in our Terms of Contract to you. When the agreement is for a fixed period of time, the cancellation fee will be higher if the facility is cancelled prior to the agreed expiry date of the contract term.


How can I obtain a copy of my merchant statement?

Copies are available from the 17th day of the month by calling the Merchant business solutions help desk on 1800 029 749 and selecting option 2.

How do I query a merchant fee or an adjustment on my merchant statement?

Telephone the Merchant Business solutions help desk on 1800 029 749, select option 2 and provide the customer service operator with the transaction reference number.