Contract documentation
Below is a list of all the documentation that will help you as a new Westpac Merchant customer.
Merchant documentation
- Card acceptance by business terms and conditions (PDF 269KB)
- Merchant operating guide (PDF 1MB)
- Protecting business against credit card fraud brochure (PDF 91KB)
- Your guide to the Payment Card Industry Data Security Standards (PCI DSS) (PDF 67KB)
- Your guide to merchant fees and charges (PDF 1MB)
- Presto Dashboard – Merchant Privacy notice
Notice to Westpac Merchant Customers
Effective 6 July 2020, there are changes to the “Your guide to the Payment Card Industry Data Security Standard (PCI DSS)” brochure.
The Payment Card Industry Data Security Standard (PCI DSS) is a set of comprehensive requirements for enhancing payment account data security and forms industry best practice for any entity that stores, processes and transmits cardholder data.
What has changed?
The brochure has been updated to ensure it reflects the most current version of the Payment Card Industry Security Standards Council (PCISSC) as it relates to the 12 key requirements of PCI DSS and the Self-Assessment Questionnaire (SAQ).
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.