Merchant Agreement supporting document

Here are all the terms and conditions that will form part of your Merchant Agreement with us and may help you as a new Bank of Melbourne Merchant customer.

Merchant Agreement document

Notice to Bank of Melbourne Merchant Customers

Effective 09 June 2025, changes will be made to the documents which form part of your Agreement with us. A summary of these changes is listed below.

EFTPOS Merchant Agreement Terms and Conditions

Section	What has changed
Section 1 Your Merchant Facility Agreement	Removed references to Merchant Service Agreement (MSA Contract).
Section 2 Definitions	Introduced a new definition for “Direct Debit Request” Amended the definition of “Account” stating that the nominated account for settlement, chargeback, or billing purposes must be held in the name of the Merchant. Removed references to ‘Discover’ in the definitions of “Card Scheme” and “Charge Card”, as Discover is no longer a supported card network.
Section 8 Invalid Transactions and section 27 Termination	For consistency in terminology, the terms 'closure' and 'closed' have been replaced with 'termination' and 'terminated'.
Section 9 Your Account	Amended to clarify that the Account for the purpose of settling transactions, paying fees, and remitting other amounts owed to us, including Chargebacks, must be held in the name of the Merchant. Amended to notify merchants that they are required to maintain a valid Account and Direct Debit Request (DDR) for the processing of fees and other amounts. If the merchant or their financial institution has requested a cancellation of their DDR, and the merchant has not provided a new DDR with updated account details, the merchant's facility will be terminated within 7 business days from the cancellation request.
Section 26 Financial Crimes Monitoring and Anti-Money Laundering	Uplifted with additional clarification to better align with current processes, including the ability to return funds to the account from which they were received or pay them to another account where appropriate.
Section 27 Termination	Added a new sub-paragraph l) to notify merchants that we may also terminate the Agreement or use of an underlying Merchant Facility, if a cancellation request for a DDR is received and the merchant has not provided alternative Account details for fees and other amounts listed in Section 9.

Direct Debit Request Service Agreement

Section	What has changed
Introduction	The direct entry user identifier (475577) has been incorporated to indicate the debiting of UnionPay transaction fees from customer accounts.
Section 3. How to cancel or change direct debits	Sub-section 3.1 has been amended to inform merchants that: They may cancel or suspend the DDR or change, stop or defer an individual payment, by giving us at least 7 banking days’ notice. A note has been added to state that: “To continue operating your merchant facility, you must provide a new Direct Debit Request with alternative account details, or your merchant facility will terminate within 7 banking days from the cancellation request of your Direct Debit Request. Complete the ‘Request to amend account details on your merchant facility’ form available on bankofmelbourne.com.au/merchantforms or by calling us on 1300 603 266, available 24/7”.

Section

What has changed

Introduction

The direct entry user identifier (475577) has been incorporated to indicate the debiting of UnionPay transaction fees from customer accounts.

Section 3. How to cancel or change direct debits

Sub-section 3.1 has been amended to inform merchants that:

They may cancel or suspend the DDR or change, stop or defer an individual payment, by giving us at least 7 banking days’ notice.
A note has been added to state that:
“To continue operating your merchant facility, you must provide a new Direct Debit Request with alternative account details, or your merchant facility will terminate within 7 banking days from the cancellation request of your Direct Debit Request. Complete the ‘Request to amend account details on your merchant facility’ form available on bankofmelbourne.com.au/merchantforms or by calling us on 1300 603 266, available 24/7”.

Frequently Asked Questions

How long before settlements reach my account?

Bank of Melbourne Same Day Settlement allows you to access your Bank of Melbourne EFTPOS terminal settlements on the same day, 7 days a week including weekends and public holidays¹.

How long after a transaction is processed does the cardholder have the right to dispute it?

Chargebacks can be processed to your account up to 18 months after the date of the original transaction. That’s why it’s essential to take steps to minimise fraud and chargebacks as set out in our Merchant Agreement documents.

Merchant Agreement and fees

Can I have my merchant fees reviewed?

Yes. Call our Merchant Business Solutions Helpdesk on 1300 603 266

Statements

How can I request copies of my merchant statements?

Please call us on 1300 603 266, 24/7 to request a copy of your merchant statement.

How do I get details for a merchant fee or request an adjustment on my merchant statement?

Call the Merchant Helpdesk on 1300 603 266 and provide the transaction reference number.

Payment Solutions

Important information

1. Bank of Melbourne same day settlement is not available between 9:30pm and 11:00pm - Sydney time. You can only perform a settlement once a day, before 9:30pm (Sydney time). A settlement done after 11:00pm will be processed as a settlement for the next day. Subject to system availability, settlement can take place 7 days a week. Settlement must be to an eligible Bank of Melbourne transaction account. Same day settlement is only available for Mastercard^®, Visa^® and eftpos transactions. (plus UnionPay if using EFTPOS Connect).

Mastercard^® is a registered trademark of Mastercard International Incorporated.

Visa^® is a registered trademark of Visa International Service Association.

UnionPay is a trademark of UnionPay International Co. Ltd.