FAQs Archive - Cloud Pay | Premium Payments Provider

Q: 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 cannot 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 the real cardholder. An authorization 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. Be mindful of unusual large orders especially if the order is to be shipped overseas. Set up 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 Agreement & Guides page. If you have any doubts, you can always contact our helpdesk on 1800 243 444 for further assistance.

Q: 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.

Q: 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.

Q: 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 Confirm a settlement amount from a specific date Please note: RAM passwords are reset every 30 days for security reasons.

Q: 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.

Q: 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 toprovide 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 Confirm a settlement amount from a specific date

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

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

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

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

Q: What are the ways to settle to perform a settlement?

There are 3 ways you can perform on a daily settlement. Select the most suitable option that best suits your business. Type of Settlement Performing a daily settlement Considerations Merchant Initiated Settlement A settlement can be performed by a Merchant using the menu on the EFTPOS terminal Once the settlement has been complete, the terminal will print out a Settlement Totals receipt A settlement should only be performed once a day Multiple settlements are strongly discouraged Any settlements that occur after the first settlement will be bundled into the next day’s funding and may be difficult to balance payments Terminal Initiated Settlement You can request that the terminal is set up to automatically settle at a specific time of day that suits your business This time is treated like an alarm and prompts the terminal to send the Settlement totals to the host Ensure your terminal is set within the terminal settlement windows Settlements cannot be scheduled between 21:00 and 00:00 AEST/ADST Host Initiated Settlement If a merchant or terminal has not initiated a settlement, automatic cut-over will be forced by the host prior on or about 17:00 AEST / AEDST If a host settlement occurs while the device is powered off, the terminal will initiate a settlement as soon as it is logged back on