Payment & Merchant services
Existing customer support
Help and support with your merchant device
Payment & Merchant services
Existing customer support
Help and support with your merchant device
Merchant Services
Frequently Asked Questions
A chargeback is when a cardholder disputes a card transaction that’s been processed through your merchant facility. If the dispute is settled in favour of the customer, the original transaction amount will be ‘charged back’ to your merchant settlement account. That means your business bears the cost.
This can happen for a number of reasons:
- Customer disputes: e.g. the customer claims that goods and services were faulty or not received;
- Processing errors: e.g. Duplicate or invalid transactions;
- Authorisation errors: e.g. accepted payments without proper authorisation from the card holder
- Fraud: e.g. An unauthorised transaction has occurred on the card number.
To learn more, visit the Chargebacks (PDF 91KB) brochure.
In the vast majority of cases, card transactions are a safe and convenient way to do business. However, merchants have always faced some risks when accepting card transactions and those risks have increased and become more complex as technology advances at lightning speed.
Suncorp Bank has prepared this guide to give you a range of precautions and advice you can take to minimise these risks and continue to trade confidently and prosperously. Guide to detecting & preventing card fraud. (PDF 240 KB)
Looking for assistance?
EFTPOS & Integrated POS Terminals
The EFTPOS Terminal Support Helpdesk is available 24 hour, 7 days a week.
Virtual POS Facilities
Technical support is available 8:30am-5:00pm (AEST) Monday-Friday (excluding QLD public holidays)
Australia and New Zealand Banking Group Limited (ABN 11 005 357 522) (ANZ) acquired Norfina Limited (ABN 66 010 831 722 (Suncorp Bank) on 31 July 2024. As Suncorp Bank is now part of the ANZ Group, it may be necessary to vary the terms of your Suncorp Bank product to match the terms of a similar ANZ product. This means you may end up with a product that has different terms and features to those you initially applied for. In any event, Suncorp Bank will provide you with a more detailed notice of these changes if the variation applies to your products. A full list of these changes for each product can be found at suncorpbank.com.au/variation. Please contact us if you have any questions or if there is a feature that is important to you.
Home Loan, Personal and Business Banking products are issued by Suncorp Bank (Norfina Limited ABN 66 010 831 722 AFSL No 229882 Australian Credit Licence 229882) to approved applicants only. Eligibility criteria, conditions, fees and charges apply and are available on request. Please read the relevant Product Information Document and terms and conditions before making any decisions about whether to acquire a product.
Merchant facilities and Business Deposit Products are issued by Suncorp Bank (Norfina Limited) ABN 66 010 831 722 AFSL No 229882. To approved applicants. Terms and conditions, fees and charges apply and are available on request.
Download our EFTPOS Merchant Facility Terms and Conditions.
Download our VPOS Merchant Facility Terms and Conditions.
