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Contract documentation

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

Notice to Westpac Merchant Customers

Effective 1 April 2021, 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. 

 

Clause Effect of Change

Clause 8.3

Amended to state that you will remain liable for Transactions processed prior to any closure of your Merchant Facility.  In the event that there is a Chargeback after your Merchant Facility has closed, we may issue a demand for payment by sending it to the email or postal address as provided by you during the term of the Agreement.  By doing so, this will be deemed sufficient notice.

Clause 10.0

Amended to include the provisioning of statements through Corporate Online.

Clause 19.0

Amended to include merchant statements as a method of notification when we vary our Agreement with you.

Clause 20.1 (c)

Amended to include merchant statements as a method of communicating with you about your Merchant Facility.

Clause 38.0

Amended our Feedback and Complaints process for us to resolve any concern you have quickly and fairly.

Annexure

Inserted a Direct Debit Request Service Agreement to set out the terms of the agreement on which we accept and act under a Direct Debit Request you give us to debit amounts from your account under the Direct Debit System.

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.