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1. Welcome
We are pleased to welcome you as an ANZ Merchant and look forward to a long association
with you.
This Merchant Operating Guide provides you with information on cards you can accept, ways
to reduce fraud and what to do if errors or disputes are incurred.
It also contains clear and easy-to-follow instructions on how to process transactions on your
ANZ terminal. As your Point of Sale (POS) system leads the transaction, instructions in this
Merchant Operating Guide may instruct you to refer to your POS manual.
Please take time to read this manual thoroughly and ensure that your staff read it too.
1.1 Merchant Agreement
Your ANZ Merchant Agreement contains valuable information and important requirements
relating to operating procedures. This Merchant Operating Guide forms part of the ANZ
Merchant Agreement and may be varied or replaced by ANZ at any time.
ANZ strongly recommends that you follow the security checks and procedures in this guide
to assist in identifying and minimising fraudulent, invalid or unacceptable transactions.
ANZ may conduct an investigation if a transaction is believed to be fraudulent. The operators
of the applicable card schemes may also conduct their own investigations.
Your Merchant Agreement outlines the circumstances in which you will be liable for such
transactions. If it is found that you have processed invalid or unacceptable transactions, you
may be liable for the value of those transactions. Please refer to General Conditions, ANZ
Merchant Services for more details.
1.2 Important Contact Details
ANZ Merchant Services (24 hours a day, days a week):
1800 039 025 or [email protected]
Online Stationery Ordering:
anz.com/merchantconnect
Authorisation Centre:
• Credit Cards (Visa® and MasterCard®)
1800 999 205
• Charge Cards (Diners Club)
1800 331 112
• Charge Cards (American Express/JCB)
1300 363 614
• Debit Cards (Cheque/Savings Accounts)
1800 039 025
NOTE
: Calls to 1800 numbers from a mobile phone will incur normal mobile phone charges.
1.3 Authorisation
Your terminal is designed to automatically seek authorisation from the cardholder’s Card
Issuer while processing an electronic transaction.
Authorisation confirms that the card number is a valid card number and that there are
sufficient funds in the account. Despite a transaction being ‘authorised’, the merchant bears
the risk that the customer is not the true cardholder.
