Frequently asked questions

Here you can find answers to the most frequently asked questions. If you cannot find the answers you’re looking for, fill out a form and someone will contact you.

Application

How quickly can I receive my terminal?

Once your application has been received it takes around 10 days to process. Once approved, your terminal will be delivered to you for installation. Applications that have been incorrectly completed may take longer to process.

How much does an EFTPOS terminal cost?

The fixed monthly pricing structure is available with any Countertop and Mobile EFTPOS terminal with plans starting from as little as $45 per month.

What are the benefits of the EFTPOS Plans?

With our EFTPOS Plans, you can select one of seven plans that best suit your business and enjoy the freedom that comes with:

  • No joining or ongoing monthly fees
  • Easily viewing your cashflow and costs, making budgeting simpler
  • Online reporting to manage and track transactions
  • Switching between EFTPOS plans at no cost

How quickly can I access the funds in my account?

First Data Merchant Solutions will submit the previous day’s transactions at 10am AEST/ AEDT on banking days via the industry’s settlement process, Bulk Electronic Clearing System (BECS), for routing to your bank.

Why is my application subject to a credit review?

The ability to accept credit card payments is equivalent to giving you an unsecured line of credit; therefore all applications are subject to a review of business credit history.

Merchant support

What information do I need to provide when I call the helpdesk?

When you call our helpdesk, you may be asked a variety of questions so we can verify your identity. You will have to provide us with your merchant ID, terminal ID, business name and contact name. Additional questions may include specifics about:

  • Transaction values
  • Time of a specific transaction
  • Transaction type for a specific transaction
  • Settlement details
  • Funded amount into account

These questions can be answered by looking at your terminal receipts, settlement dockets, bank statements or (RAM) online reporting application. Our friendly helpdesk staff will guide you through the process.

I have forgotten my RAM (Omnipay) password. How can I get it reset?

Kindly contact our Helpdesk on 1800 243 444 for further assistance. When you call our helpdesk, you may be asked a variety of questions so we can verify your identity. Please be ready to provide us with:

  • Merchant Number
  • Trading Name
  • Contact Name
  • Contact Number
  • Email Address
  • Bank Account number we fund settlements to
  • Last amount paid to your account by First Data Merchant Solutions
  • Confirm a settlement amount from a specific date

Please note: RAM passwords are reset every 30 days for security reasons.

How can I enable/disable Amex or Diners cards on my terminal?

If you currently do not have an Amex or Diners merchant number, please contact Amex (1300 363 614) or Diners (1300 360 060) to request for a new merchant number.

If you have an existing Amex or Diners number, please go to our Forms & Guides page and download the relevant form.

Note: If there has been a change of directors or owners, please click here to access the applicable request form.

I’m taking over a business that already has a First Data Merchant Solutions EFTPOS facility. What do I need to be aware of?

The existing EFTPOS facility is the legal responsibility of the old owner. The existing owner can assist in transitioning the ownership by completing the relevant form on our Forms & Guides page.

I have forgotten my VPOS (Virtual Terminal) password, who shall I contact?

Kindly contact our VPOS support team on 1800 625 171 for further assistance.

How can I view my processed transactions?

Processed transactions can be retrieved by logging in to your Remote Access Module (RAM).

A transaction listing can be searched by using the following requirements:

  • Card number
  • ARN
  • Transaction type
  • Acquirer BIN
  • Authorisation code (The authorisation code must be used in conjunction with the card number and/or ARN.)
  • Date range

For further information on retrieving your transactions, please follow your RAM user guide to help you with a step-by-step guided instruction.

Your terminal

My terminal is faulty, who shall I contact?

Kindly contact our terminal support team on 1800 243 444 for further assistance.

My terminal is offline, how do I process payments?

Please reference your terminal user manual located on our Forms & Guides page.

I have forgotten my terminal password. How can I get it reset?

Kindly contact our helpdesk on 1800 243 444 for further assistance. When you call our helpdesk, you may be asked a variety of questions so we can verify your identity. Please be ready to provide us with:

  • Merchant Number
  • Trading Name
  • Contact Name
  • Contact Number
  • Email Address
  • Bank Account number we fund settlements to
  • Last amount paid to your account by First Data Merchant Solutions
  • Confirm a settlement amount from a specific date

I would like to order some decals/marketing materials to be displayed at my business. How can I obtain these?

Kindly contact Milmar Distributors by ordering online at www.milmar.com.au. Alternatively, if you prefer, phone 1300 664 660 or email sales@milmar.com.au to place an order.

I would like to order some terminal paper rolls. Who shall I contact?

Kindly contact Milmar Distributors by ordering online at www.milmar.com.au. Alternatively, if you prefer, phone 1300 664 660 or email sales@milmar.com.au to place an order.

Chargebacks and fraud

I have received a chargeback letter. What do I do next?

Kindly follow the instructions on the letter. If you have further queries regarding this letter please contact our helpdesk on 1800 243 444 for further assistance. Please note: the following information will be required when contacting our helpdesk:

  • ARN/Our reference number (from letter)
  • Amount of Chargeback/Request
  • Card number (first 6 digits XXXX last 3 digits)
  • Date letter was sent and date of transaction

There are some suspicious transactions that have been processed through my internet payment facility. Who can I contact to verify this?

Kindly contact our helpdesk on 1800 243 444 for further assistance.

How can I protect my business from fraudulent transactions and chargebacks?

There is an increased risk of fraud with accepting cards and this is more prevalent with Card Not Present transactions (transactions where the cardholder is not at your business with their card) as you can not verify that the person using the card is the owner of the card.

Unfortunately, chargebacks are part of accepting cards and they cannot be avoided completely but you can ensure that your card acceptance procedures minimise any risk to your business.

If you are ever suspicious of a transaction, you can perform some additional verification steps to help verify that the person giving you the card number is in the real cardholder. An authorisation only confirms that funds are available at the time of the transaction and that the card has not been reported lost or stolen. It does not guarantee that the person quoting the card number is the owner of the card or is entitled to use the card.

  • Obtain the full card details including the CCV.
  • Verify the delivery address on White Pages online.
  • Try contacting the telephone number provided to confirm the order.
  • Be mindful of unusual large orders especially if the order is to be shipped overseas.
  • Setup internal sale controls to limit the number or payments and value of transactions allowed each day/week by the same customer.
  • Be cautious of customers who wish to pay with multiple cards.
  • Always use your own courier if you are sending out items.
  • Always perform a refund to the same card in which the transaction was originally charged.

If a sales opportunity is too good to be true, it potentially could be. For more information please visit our Forms and Guides page. If you have any doubts, you can always contact the First Data Merchant Solutions Fraud team on 1800 FRAUD 8 (1800 372 838) and they can further assist you.

Connect with us.