Processing MOTO Payments with Zeller

Learn how to accept manually entered card payments. When it comes to tapping into new markets, businesses that accept over-the-phone payments have a significant advantage over those that don't. MOTO payments open your business up to a more broad audience, allowing you to attract and serve a greater number of customers. For customers, having the ability to pay over the phone is an added level of convenience — one that requires minimal effort, and causes far less disruption to their busy day than making a trip to a brick-and-mortar store. With Zeller, it's as simple as toggling the MOTO switch on. Before you start accepting payments from customers over the phone, familiarise yourself with the below guidelines and make sure your employees know what to do to safely accept manually entered card payments. Know what to look out for Naturally, with these types of transactions, the risk of fraud increases. A fraudster may attempt to make a phone or mail order purchase using someone else’s compromised card information, taking advantage of the fact that it’s difficult for a merchant to verify the identity of a cardholder without meeting them face-to-face. When processing MOTO transactions, there are a few things to look out for: large orders with unusual quantities, placed by new customers. orders where the card is initially declined, and the customer continues provides different card details in an effort to complete the transaction. customers who request payment be made by a third party (e.g. freight or delivery companies). In all of the above circumstances, it pays to take a few extra steps to verify the customer is indeed the cardholder. Although it's unlikely your business will be the unfortunate target of fraud, it's important to mitigate the risks. The vast majority of disputes can be halted before they even happen. Verify the customer’s identity The most important thing you should always do when processing a transaction is to verify that the customer is who they say they are. When processing a manually entered card payment, there is an obvious hurdle to consider: your customer is not standing in front of you. Instead, they are placing the order via phone (or perhaps email mail). Because neither the card nor the cardholder is present, it can be difficult to verify the customer’s identity. If you’re not able to verify a customer’s identity, you can: request a copy of their government-issued ID, and check to see whether the details match those of the payment card. ask the customer to sign an invoice or, if you’re providing a service, proof of service. Then, check the signature matches the payment card signature. check that the billing and shipping details match, if you’re shipping a product. If any of the details are inconsistent, let the customer know and request clarification. Any customer that is not willing to provide this information should not be served. Obtain a signature It’s always a good idea to obtain signed documentation for the goods or services you provide. Doing so allows you to establish a clear set of payment conditions with your customers, whilst also capturing signatures for your records. Plus, requiring a signature may put off any potential fraudsters. If a customer refuses to sign a document you require, you may decide to refuse them business. Email a receipt An email receipt is easier to keep on hand and track than a paper receipt. It’s a good idea to email your customer a receipt after the transaction is processed, so that they have the details in front of them. Additional measures for higher-value transactions Of course, if you typically accept transactions of a higher amount, the risks are greater so you should implement more stringent security measures. Depending on the type of business your run, there are additional security measures you could consider. There are three documents you should consider. Clear and binding service terms that explain customer liability. A clear, easily accessible refund policy. Signed contracts or customer agreements. Whenever money is involved, there is always a potential risk of fraud. Whether you’re accepting cash, card, or MOTO payments, vigilance is required; it's part and parcel of running a business. Need more information? Our Support team can help with any questions about accepting manual card entry payments. Read more about how Zeller keeps your business safe here .

Protect from Wi-Fi outages and get flexibility to sell on-the-go for pocket change. We’ve all experienced the frustrations of poor internet connectivity and service disruptions, however that frustration pales in significance compared to the impact an outage can have on your business. When your Wi-Fi or personal hotspot cuts out, your business is left exposed to the risks of lost revenue, reduced productivity, and customer complaints. There are many potential reasons for an internet connection to drop, which can range from equipment failures to power outages to faults on the line – all of which are out of your control. The good news is that Zeller Terminal can be powered through Wi-Fi, personal hotspot or Zeller SIM Card to ensure you can continue serving customers without disruption. Keep reading to discover some of the ways adding a Zeller SIM Card to your Zeller Terminal can benefit your business. Mobility More than just providing reliable connectivity, using Zeller SIM Card enables businesses to be more mobile. SIM connectivity is a great option for any mobile business, such as a food truck, pop-up retailer or mobile service provider, because SIM cards provide connectivity where there may not otherwise be internet. Instead of being reliant on Wi-Fi or a personal hotspot, Zeller Terminal together with Zeller SIM Card allows you to operate your business from anywhere and be mobile from one place to the next without any additional set-up or infrastructure. Reliability If your business advertises that it accepts credit cards and other cashless payment methods, you need to make sure this option is always available to your customers. Zeller SIM Card is powered by Optus, which covers a huge 98.5% of the population of Australia. That means you can rely on Zeller SIM Card to keep your Zeller Terminal connected to the internet, from wherever business takes you. You can use your SIM connectivity as the primary method of internet connectivity, or connect your Zeller Terminal to your Wi-Fi and rest easy knowing Zeller SIM Card is there to back you up in case of interruption. Faster transactions A quick transaction is reliant on a fast internet connection. However, your staff may not always take payment while standing directly next to your Wi-Fi router or hotspot. When connectivity is weak, transactions typically take longer – and customers become disgruntled. No one likes waiting, so don’t make them. Zeller SIM Card will ensure you can continue to take payment from every customer efficiently. Better customer experience These days, customers expect to be able to pay from wherever is most convenient for them – whether that’s by the road (for click and collect purchases), at the table, or another location. Zeller SIM Card allows you to bring the terminal to the customer, and provide an even better customer experience. Fewer late payments If you’re in the practice of issuing invoices, pairing your Zeller Terminal with Zeller SIM Card can considerably speed up the time it takes for funds to hit your bank account. It takes an average of 25.5 days for an invoice to be paid. If you process the transaction through Zeller Terminal, the funds will be in your account by the next business day – or even faster, if you settle the funds to your Zeller Transaction Account. Plus, you’ll save yourself the administrative burden of issuing and chasing up invoices. How does Zeller SIM Card work? Zeller SIM Card is available for a flat fee of $15 per month, and we’ll even give you your first month of data for free. With unlimited data, no lock-in contracts, and the option to cancel at any time, it’s an obvious choice for businesses seeking to mitigate the risks of poor connectivity and provide an exceptional customer experience. Plus, having a separate service plan provides visibility into cost, and does not count towards your phone or tablet’s monthly data quota. Zeller SIM Card can be purchased from the Zeller Shop with free express shipping and same-day dispatch. And, if you purchase Zeller SIM Card during the month of July 2021, you’ll receive free data until 1 October 2021 — that’s three months of unlimited data, for free.

When you accept payments with Zeller, your business benefits from a dedicated anti-fraud team and 24/7 transaction monitoring. However, there’s even more you can be doing to safeguard your business against scammers. Read on to learn our top 5 tips . 1. Never give away your Zeller Account information. No one needs to know your Zeller password except you. We will never ask you for it, and neither should your employees. It’s imperative that you not only keep this to yourself, but that your password can’t easily be guessed. Scammers who manage to acquire account information can login, change passwords and account information, add themselves as authorised users, and start transferring money or requesting new cards to be issued. To help counteract this, Zeller has enabled two-factor authentication and also sends real-time security notifications that will immediately alert you to any changes to your account, such as logins from new devices or password or detail changes. It is important, however, not to rely on these layers of security, which are designed as a last resort. Instead, you must ensure that your account information doesn’t get into the wrong hands in the first place. Need to give your team members access to your Zeller Account? Learn how to manage user permissions here . 2. Never transfer money on behalf of a customer. One common type of scam that targets small businesses involves a fraudster deliberately overpaying for a service, and requesting that the additional funds are transferred to a third party. This type of scam is becoming more and more common in the hospitality and service industry so it’s important to be aware so that you know what to look out for. The scam involves a fraudster using a stolen credit card and pretending to work on behalf of a client. They seek out services that can be associated with other services, for example: A bridal shop and a limousine driver An event space and a partyware hire business A restaurant and a florist How does it work? Let’s take the example of the restaurant and the florist. A fraudster contacts your restaurant saying they are organising a dinner for a client. They request to pay up front for a set menu for 10 people, which comes to a total of $1000. However, they pay you $2000, and request that you transfer the extra $1000 to the florist who will be providing the floral arrangements on the night. This ‘florist’, however, is an associate of the scammer. When the rightful owner of the credit card becomes aware of the illegitimate $2000 transaction, they will request a chargeback and your business will lose the transaction amount. Unlike other financial service providers, Zeller will not charge your business additional chargeback fees, and our dedicated Account Services team will work with you to compile information to help you defend the chargeback, too. What are chargebacks? A chargeback is a transaction reversal initiated by a cardholder's bank or credit card issuer. It allows the cardholder to dispute a charge on their statement and request a refund. Chargebacks are typically associated with unauthorised or fraudulent transactions, billing errors, or situations where the cardholder is dissatisfied with a purchase. Read our article on how to protect your business from chargebacks here . 3. Never click on a link from an unknown source. One of the ways fraudsters acquire account information is through cyber attacks, otherwise known as phishing. This involves the fraudster tricking individuals into revealing banking information such as account passwords or credit card details. Most commonly, the attackers will contact you via email, phone or SMS and either ask you to confirm your account information, or will invite you to click on a link. When clicked, the link might install a virus on your computer, from where the fraudsters can start gaining access to your accounts. If you’re not sure, always proceed with caution. If you receive a request from a known service provider requesting information, contact them through their official customer service channels, not through the message you received. Legitimate Zeller email addresses will all end with ‘@myzeller.com’ and if we contact you via text message, the contact name will automatically appear as ‘Zeller’. 4. Stop using magstripe card readers. A magnetic stripe or ‘magstripe’ is a thin strip of magnetic material that you’ll see on the back of credit and debit cards. The strip contains encoded data, which, when swiped in a magstripe reader, is transmitted to a business’s payment provider, enabling the authorization and processing of the transaction. The problem with this technology (which was invented more than 60 years ago) is that the encoded data is very easy to duplicate. Fraudsters can place small electronic devices called ‘skimmers’ into EFTPOS machines or ATMs for example, and capture credit card information from the magstripe. As a result, chip-based EMV technology has instead become the global standard. EMV cards have an embedded microprocessor chip that is tamper proof and nearly impossible to clone, making it a much more secure alternative. When a customer taps or dips their card, the payment is processed using EMV technology. Zeller Terminal supports both EMV and magstripe transactions, however it will only ever prompt a customer to swipe their card in the cases where a card presented doesn’t have a chip, or if the chip is broken. If you are using an older EFTPOS machine or a mobile card reader, be cautious around customers who insist on swiping their card rather than tapping or dipping it. 5. Be extra-vigilant when taking payments over the phone. Over-the-phone payments, otherwise known as MOTO payments (standing for ‘mail order telephone order)’, give you the ability to manually enter a customer's card details on your Zeller Terminal, or Zeller Virtual Terminal. However, given that the customer is not in front of you, it’s harder to physically verify that the person making the payment is in fact the legal cardholder. Whenever you are processing a payment over the phone, look out for the following: Large orders with unusual quantities being placed by new customers Orders where the card initially declines and the customer continues to provide different card details to complete the transaction Orders where the customer requests payment to be made to a third party (see tip #2 above). Any of the above situations should immediately spark alarm bells. If you are suspicious a transaction may be be fraudulent, or if you are simply taking a MOTO payment from a customer you don’t know, we recommend the following: Take down the card details including the full name Take down the billing address Request ID as a screenshot or photo (if possible) If the products are being shipped, provide tracking details and request the customer’s signature Make sure that the billing address and shipping address are the same, if not, ask why. Also make sure that the name associated with the payment card matches that of the ID. And if your customer is not willing to provide any of the details above, we recommend that you do not proceed with the transaction or accept any type of payment. Keep your business finances safe with Zeller. When you accept payments with Zeller, you’re not alone. Behind every transaction is a team of anti-fraud experts and 24/7 monitoring that – in addition to the best practices outlined above – keeps your account secure. You can transact with confidence knowing that our dedicated team works hand-in-hand with advanced tools to successfully identify and act on suspicious activity. In the event that a chargeback does occur, our payment disputes team is here to support you. We will deal with the bank to help save you hours on the phone, and we will not charge you a fee. Plus, if you’re ever unsure, you can contact our support team from 9AM to 1AM, Australian Eastern Time, and you can read more about how Zeller keeps your business safe here .