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 1 January 2022, changes will be made to the documents which form your merchant agreement with us. A summary of these changes is listed below.

Merchant Business Solution Card Acceptance by Business Terms and Conditions

Clause	Effect of Change
Clause 2.0	Inserted a new definition for Authorised Contact, eftpos Cash Out Merchant Service Fee, eftpos Purchase Merchant Service Fee, Merchant Owner, Merchant Owner Nominee, Staff Member and Tokenised Credentials.
Clause 4.12	Amended to add Tokenised Credentials to the list of Card Information you can store only if there is genuine business need to do so.
Clause 4.21	Inserted a new clause to state that if we consider that fraudulent Transactions are occurring through your Merchant Facility, we may take such action as we consider appropriate to minimise any risk to you or us including but not limited to taking steps to decline fraudulent Transactions or disabling the Merchant Facility. We may take such action without providing you notice.
Clause 4.25	Inserted a new clause to state that you may apply to use tokenisation services offered by Card Schemes for eligible Cardholder's products. Tokenisation allows you to store Tokenised Credentials instead of the Cardholder's PAN. You should continue to store the last four digits of the Cardholder's PAN together with the Card expiry date. You can provide us with the Cardholder's Tokenised Credentials instead of the Card Information to process a Transaction.
Clause 5.0	Amended to make it clear that Merchant Choice Routing can be enabled on eCommerce Merchant facilities as well as EFTPOS terminals and that where we charge you a flat rate for contactless and/or eCommerce Transactions (and we activate the Merchant Choice Routing feature and route contactless and/or eCommerce Transactions through a network of our choice) the same fees will apply to the Transactions regardless of how they are routed.
Clause 8.1(a)	Amended to make it clear that invalid Transactions include transactions outlined by Australian Government departments such as the Department of Social Services as Restricted Items where a Cashless Debit Card is being presented. Transactions with Restricted Items flagged by participating merchants and POS providers will be declined by the Integrated payment solution.
Clause 9.1	Amended to state that you must provide us with a new Direct Debit Authority if your account details change, regardless of whether your account is with us or with another financial institution.
Clause 26.0	Amended to make it clear as to how we may collect, use and disclose your information, including your personal information.
Clause 27.0	Inserted a new clause to clarify what a Merchant Owner, Merchant Owner Nominee, Authorised Contact and Staff Member can request or provide instructions to us.
Entire document	Changes to help make the document easier to read and understand.

Protecting business against credit card fraud

Section	Effect of Change
Reducing Fraud	Amended to include reference to the fact that Card Schemes may offer tokenised services which may reduce fraud exposure.
Online Authentication - 3D Secure	Amended to provide further information in relation to 3D Secure.
Risk Mitigation for Online Merchants	Amended to replace references to "Verified by Visa and Mastercard SecureCode" with "Visa Secure and Mastercard Identity Check" and to update the process for Westpac providing information in relation to 3D Secure
Entire document	Changes to help make the document easier to read and understand.

Merchant Operating Guide

Section	Effect of Change
Online Authentication 3D Secure	Amended to include 3D Secure, which is a third-party service that provides an extra layer of protection to our merchants and their cardholders for their online purchases.
Entire document	Changes to help make the document easier to read and understand.

Payment Card Industry Data Security Standard (PCI DSS)

Section	Effect of Change
Entire document	Changes to help make the document easier to read and understand.

Merchant Privacy Notice

We’ve also added a Merchant Privacy Notice to help you understand how we may collect, use and disclose your personal information.

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 at any time?

Yes, subject to the terms of your agreement.

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.