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Merchant guides and brochures

The following documents provide information that assists you with the operation of your merchant facility. These can be printed for your reference.

Terms And Conditions

Notice to Bank of Melbourne Merchant Customers

Effective 1 July 2022, changes will be made to the documents which form your part of your Agreement with us. A summary of these changes is listed below.

EFTPOS Merchant Agreement Terms and Conditions (Terms and Conditions)

Section What has changed
Entire document Clauses have been updated to make the document easier to read and understand. Clause numbering has been replaced by main section numbers.
Key Terms Sheet Addition of a new Key Terms Sheet to outline key information within the Agreement that you should consider carefully.
Section 2 (formerly clause 2.1)
  • Broadened the definition of “Business Day” to include any day when Bank of Melbourne is open for business in any State or Territory of Australia. 
  • Replaced reference to “First Data resources Australia Limited” with “Fiserv Australia Pty Limited”.
  • Amended the definition of “Floor Limit” to clarify that it may apply in circumstances where your terminal cannot connect to the bank, such as in Electronic Fall Back mode. We reserve the right to periodically review and revise your authorised Floor Limit to align with the Rules, regulations, and risk-based decisions. This change may not be communicated as your EFTPOS terminal will prompt the operator to take appropriate action when you exceed your Floor Limit in Electronic Fall Back mode. Refer to our outage guides bankofmelbourne.com.au/merchantsupport for more information on how to keep your business trading during a service interruption.
  • Introduced the following new definitions:
    • “Electronic Fall Back (EFB)” which, when enabled, is a capability that allows the EFTPOS terminal to continue to process transactions during a system outage or downtime. To minimise the impact of major service disruptions, the terminal will automatically switch to EFB. Any transactions processed as EFB are stored offline by the terminal, and once service has been restored, the terminal will forward the transactions to the bank for processing. EFB is only available when enabled on the terminal and for certain card and transaction types. Refer to our outage guides on the Merchant Support Centre for more information on keeping your business trading during a Service interruption.
    • "Merchant Category Code (MCC)” is a four-digit number that is used to classify Merchants and businesses by the type of goods or services they provide. 
    • "Merchant Choice Routing (MCR)" directs contactless Multi-Network Debit Card transactions through the eftpos Network which may attract lower merchant service fees.
    • “Merchant Helpdesk” is a 24/7 telephone support service that can help you with technical support, account servicing queries, and making changes to or closing your existing facility.
Section 4 (formerly clause 4.0) Amended to include requirements for how to process offline Transactions without real-time Authorisation from the Card issuer (e.g. in EFB mode).
Section 4 (formerly clause 4.19) Amended to clarify that we will notify you if you have excessive Chargebacks and/or fraudulent Transactions (or are at risk of exceeding the relevant threshold). You must take immediate action to resolve the issue. Failure to resolve the cause of the problem in accordance with our instructions may result in Chargebacks or non-compliance fines from Card Schemes and the Australian Payment Network - which may be passed on to you.
Section 9 (formerly clause 9.5)  Amended to clarify that while you are repaying your debts, the account that was created to retain funds for processing Transactions and Chargebacks cannot be used for any business or personal operating needs. 
Section 11 and 13 (formerly clause 3.4.2.1 of the Merchant Operating Guide) These conditions have been moved from the Merchant Operating Guide (applicable to Westpac Merchants only) into these Terms and Conditions.
Section 15 (formerly section 4 of the Merchant Operating Guide) Website requirements for eCommerce merchants as well as the promotion checklist for MOTO merchants have been moved from the Merchant Operating Guide (applicable to Westpac Merchants only) into these Terms and Conditions. 
Section 15 Inserted a new clause to help align all information with the Website requirements list. 

Amended to include: 

  • Bank of Melbourne’s Website requirements; and
  • list of Card Scheme logos (Mastercard, Visa, American Express, JCB, Diners and UnionPay).

Removed information from Merchant Operating Guide (applicable to Westpac merchants only) and moved into these Terms and Conditions for all Merchants.  

Section 26 (formerly clause 25) Amended to clarify that we may terminate the Agreement or use of an underlying Merchant Facility:
  • at any time and for any reason, by giving you 30 days’ written notice
  • and we do not have to give you verbal or written notice before we terminate for the reasons listed in (a) to (k) below. However, we will use reasonable endeavours to give you prompt subsequent written confirmation that the Agreement or Merchant Facility has been terminated.

a) a Merchant Facility does not comply with the Rules resulting in a material breach of the Rules;

b) we reasonably consider your ratio of Chargebacks to sales, whether by number or dollar value of Chargebacks, to be substantially unusual or excessive;

c) you have substantially changed your line of business, or the types of goods or services that you supply to your customers or clients – without first notifying us and receiving consent;

d) we have reasonable grounds for concerns about your solvency, or the solvency of your business;

e) we have reasonable grounds for concerns about your ability to meet or repay the amounts of any Chargebacks that have been received, or that are likely to be received, in the future conduct of your business;

f) you have a significant adverse credit event recorded against you, such as (but not limited to) when your credit rating is materially impacted due to registering a default, going into external administration, or facing court actions likely to have material adverse effects on your business.

g) we have reasonable grounds to suspect that you have fraudulently processed Transactions, or have knowingly allowed fraudulent Transactions to be processed through your Merchant Facility;

h) you or any of your Services Providers are not compliant with the PCIDSS or (to the extent applicable), PCI PADSS resulting in a material breach of the PCIDSS or (to the extent applicable), PCI PADSS;

i) you or any Service Provider that you use has suffered an ADC which we reasonably consider to be significant;

j) you have, or we suspect on reasonable grounds that you have, breached a material term of the Agreement;

k) if the merchant is a corporate entity, the company has been deregistered, or we suspect on reasonable grounds that the company is in the process of being deregistered.

Section 27 (formerly clause 26.5) Amended to clarify that we may collect, store, use and disclose information about (or relating to) you. This includes information from your application, your history or how you use the facilities, your geographical location (including Terminal geographical location) or transaction information processed using facilities we supply to you under the Agreement.
Section 34 (formerly clause 33) Replaced references to “eftpos” with “Card Schemes”. 

Protecting your business against credit card fraud

Section What has changed
In Short panel Addition of an ‘In Short’ panel at the start to help provide a quick overview of key information within this brochure.
Note: This panel does not capture all the information in detail – so it’s important Merchants read the full brochure as part of their Agreement.
What’s an example of in-store fraud? Addition of this section to provide an example (case study). 
What’s an example of internet fraud? Addition of this section to provide an example (case study). 
Meeting our website requirements This has been moved to Section 15 of the EFTPOS Merchant Agreement Terms and Conditions
Entire document Changes to help make the document easier to read and understand.

Payment Card Industry Data Security Standard (PCI DSS)

Section What has changed
In Short panel
Addition of an ‘In Short’ panel at the start to help provide a quick overview of key information within this brochure.
Note: This panel does not capture all the information in detail – so it’s important Merchants read the full brochure as part of their Agreement.
Entire document Changes to help make the document easier to read and understand.

Standalone Terminals

EFTPOS 1 Terminal

EFTPOS Now Terminal

Integrated Terminals:

EFTPOS 1i Terminal

EFTPOS Connect