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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

Notice to Westpac Merchant Customers

Effective 2 December 2019, changes will be made to the Westpac Merchant Business Solutions - Card Acceptance by Business Terms and Conditions (“Terms and Conditions”). A summary of these changes is listed below. 

The changes to the Terms and Conditions are:

Clause Effect of Change
Clause 2.0

Inserted new definitions:

  • Account signatory authority
  • Merchant
  • Merchant Owner
  • Merchant Owner Nominee
  • Presto Online Module

Updated existing definitions:

  • Electronically
  • Integrated Payment Solution
Clause 20.1 Amended to include your agreement to communicate electronically with you about your Merchant Facility.
Clause 20.3 Amended to include a requirement for you to maintain a valid mobile telephone number during the term of your Agreement.
Clause 20.4 Amended to include a requirement for you to check your mobile telephone regularly to ensure electronic communication is effective.
Clause 20.5

Amended to state that notices by SMS are deemed to be received by you on the earlier of: (i) when it is received by you or (ii) three hours after it has been sent by us.

Clause 20.6 Inserted a new subclause that states, where we provide you notices or documents electronically we will no longer be required to provide those notifications or documents in paper form, unless there is a legal requirement to do so.
Clause 26.11 Inserted a new subclause to clarify how you can opt-out of direct electronic marketing.
Clause 29.2 Amended the existing clause to clarify that we may pay a fee or commission to a third party for an introduction in connection with an agreement, including renewal, extension or variation to an existing agreement.
Clause 38.2

Inserted a new subclause to add information about the Customer Advocate, whose role is to provide an objective and independent review of the outcome of a complaint. The Customer Advocate's recommendations are binding on Westpac but it is your choice to either  accept or reject the determination.

Settlement and transaction times

How long before settlement reaches my account?

EFTPOS

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/eCommerce

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.
 

Statements

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.