10 Things Your Small Business Should Be Doing Ahead of the 2023 Christmas Holidays

Here's what you need to know about finding the right EFTPOS terminal. Searching for a next-gen EFTPOS machine that accepts modern payment methods, processes payments quickly, settle funds into your business account as fast as possible, and looks good on your countertop? Finding the right terminal for your business is important – you’ll rely on it for secure, fast cashless payments that keep your cash flow looking healthy. Some terminal providers will lock you into long contracts, with expensive termination fees, so knowing what to look out for is key. How much is it to have an EFTPOS machine? The EFTPOS machine you choose will depend on variables such as your budget, sales volumes, Point of Sale (POS) software, and fees associated with your merchant account. It costs $259 to own a Zeller Terminal outright. There are no hidden fees or charges, and no lock-in contracts. When you sign up for Zeller, you also receive a free Zeller Transaction Account (into which funds accepted via Zeller Terminal are settled nightly) and a free Zeller Debit Card — so you can pay suppliers and make business purchases with ease. Keep reading to discover the nine questions you should keep in mind when comparing EFTPOS terminals. 1. Do I understand the fees? Many business owners don’t realise they are agreeing to pay hidden fees, such as expensive terminal fees, until it’s too late. Sign the dotted line and you could be agreeing to pay a lot more than anticipated for your EFTPOS machine — and lock-in contracts usually come with hefty fees for early cancellation. Otherwise cautious business owners fall victim to hidden EFTPOS terminal fees time and time again. However, these fees are required by law to be disclosed somewhere – you just need to know where to look. Make sure to go through the terms and conditions with a fine-tooth comb; never solely rely on a verbal quote. If you’re already using an EFTPOS machine, check your merchant statement as this will tell you the processing fees and other fees you’re currently paying. It’s also important to remember that, in most cases, if you decide to rent your EFTPOS terminal you won’t own it at the end of the payment period. You’re simply paying for the privilege of using it, and will be left empty-handed when the contract ends. Although renting may look like an affordable option at first, it’s a tactic designed to get business owners to pay far more than what the terminal is actually worth. Zeller Terminal is yours to own for one low payment of $259. There’s no lock-in contract or hidden fees; we know you’ll keep using your Zeller Terminal because you love it, not because you have to. Learn more about Zeller Terminal and whether it’s the right solution for your business. 2. Will it be easy to use? Taking payment is usually the last interaction a member of your staff has with a customer. However, time wasted teaching staff the intricacies of a confusing system is time that could be better spent on other parts of the business. The ease with which staff process a payment affects the customer experience at every business. Your EFTPOS payments terminal needs to be easy for all staff to use, with minimal training. This is especially important if you run a retail store that hires casual staff during peak holiday and sales periods, or in another business that regularly hires new workers. When shopping for an EFTPOS terminal, consider whether it has been designed by a team that understands your business. Are the prompts straightforward? Is the user flow intuitive? Your terminal should feel natural and simple to use. If it is, your staff will save time with every transaction – and you’ll save time training them how to use it. 3. Can I customise it to suit my business? Some EFTPOS payment terminal providers will force your business to work their way. This is related to the point above: if you choose a provider who understands your business, you’ll likely find there’s no need to change your internal workflows. An EFTPOS terminal should fit the way you want your business to work. When selecting a terminal provider, consider how well it fits with your established processes. For example, you might want the ability to: restrict the ability to provide a customer with a refund to a small pool of staff, such as managers charge your customers a surcharge enable tipping customise your receipts Choose a provider that gives you the power to customise the way you accept and manage your payments and you’ll save yourself from needing to retrofit your processes to fit the tool. 4. What happens if my internet cuts out? Your business needs to be able to continue processing cashless payments even during periods of internet outage. You don’t want to have to send your customers to the closest ATM, or have them scrambling for cash. Occasionally, small periods of service downtime will be unavoidable. Your internet provider might be down for routine maintenance or there may be a power cut to your area, or another technological issue may impact how your EFTPOS terminal connects to the internet. However, any period of downtime has the potential to negatively affect your business — the impacted customer may never return. That’s why, when you choose Zeller Terminal, you have the option to switch to another network. If you’re experiencing issues with your Wi-Fi provider, it’s simple to connect via 3G to another network and continue processing payments using your SIM card. 5. How often will I need to charge it? These days, many businesses are run on the go — so a mobile EFTPOS terminal is a must. Cafes and restaurants that take payment from the table depend upon a long-lasting battery to get through the day. For a retail store, a long-lasting battery provides the flexibility to take payments from wherever is convenient for the customer. For mobile services such as trades and beauty technicians, having the ability to take payment on the go saves you the hassle of returning to your computer, sending an invoice, then following up until payment is finalised. It’s essential that the EFTPOS terminal you choose has enough battery life to give you peace of mind that you’ll never miss out on crucial transactions. 6. How fast can I put my funds to work? Depending on which payment services provider you choose to use, you could access your funds the same day you earn them – or you could be waiting upwards of three business days. The speed of settlement can have a big impact on your cash flow. Choose a provider that’s slow to settle, and you may find yourself in the frustrating situation of needing a business loan to tide you over until your funds are released. When you use your Zeller Terminal in combination with your free Zeller Transaction Account , you’ll get same-day settlement for your funds so you can spend using your Zeller Debit Card . Or, if you want to use your existing business bank account , your funds will settle the next business day. 7. Is there setup and ongoing support? Painful setup, hard-to-follow instructions, and uncontactable customer service representatives are headaches you simply don’t need. Some EFTPOS terminal providers are intuitive enough to use out of the box, whereas others come with a booklet of instructions you’ll need to follow. Or, you may be asked to book a technician to manage the setup on-site. Once you’re up and running, having multiple ways to ask for help – whenever you need it — is important. If your business operates in the evening and on weekends, look for a provider that offers extended support hours. If something goes wrong and you need answers fast, you need to feel confident that someone will pick up the phone on the other end. 8. Will it protect my business? Fraud is a risk for businesses of any size. Recurring chargeback fraud , in particular, can be costly for a business. When considering any financial services provider, it’s important to check whether it's backed by a team of security experts. You’re trusting this business to handle your money. Zeller’s Support team monitors transactions round the clock — 24 hours, 7 days a week — to prevent fraud before it happens. Backed up by intelligent machine monitoring, our team works to identify and respond to fraudulent attacks in real-time. 9. How soon can I get it? If you’re ready to start selling your products or services now, choosing an EFTPOS terminal that takes weeks to be delivered is an unnecessary setback. Why eat into valuable time you could be turning a profit? Ideally, your EFTPOS terminal will be available for delivery quickly. Even if you’re not ready to start accepting payments at your business, getting your EFTPOS payment terminal as soon as possible will give you extra time to get up to speed with its features and options for customisation. We offer fast, free shipping anywhere in Australia, for all Zeller purchases. Sign up for Zeller in minutes. Zeller Terminal and accessories can be purchased online from the Zeller Shop with free express shipping and same-day dispatch. Once you’ve considered these 9 questions, you should have a good idea of the non-negotiables you need from your EFTPOS terminal provider. Remember to always read the fine print and understand what you’re really paying for when you sign the dotted line.

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 .

At best, chargebacks are frustrating. At worst, they are costly disruptions that can harm your bottom line. Understanding why chargebacks occur – whether legitimate or fraudulent – is key in helping you prevent them. Read on to discover everything you need to know about chargebacks, and the necessary steps you can take to avoid them. What is a chargeback? A chargeback is a form of customer protection that allows them to file a dispute against a merchant, with the aim of having a charge returned to their card. In the simplest terms, it is a type of payment dispute that results in a refund. However, instead of your business providing a refund directly to the customer, the customer’s bank reverses the charge, removing money from your bank account and placing it back with the customer. Effectively, a customer can get money back without your agreement, or even involvement. Chargebacks are a way to ensure customers are protected against dishonest or fraudulent businesses, however, they can also be exploited by dishonest customers or criminals using stolen credit card information to pay for goods or services. How do chargebacks work? When a customer requests a chargeback from their bank, the bank investigates the issue by contacting the vendor business. If the business is unable to provide adequate evidence that the product or service was in fact provided as promised, the bank will reverse the charge on the customer’s credit card. Usually, the chargeback process goes as follows: The cardholder notices a transaction that they believe is unauthorised, fraudulent, or erroneous and contacts their bank or credit card company to dispute the charge and request a chargeback. The card issuer investigates the dispute by requesting additional information such as receipts, order confirmations, shipping details, or any communication between the cardholder and the merchant. If the card issuer determines that the cardholder's claim is valid, they proceed with the chargeback process. The disputed charge is then debited from the merchant’s account and is credited back to the cardholder’s account. The merchant is notified of the chargeback and may be given the opportunity to respond and provide additional evidence to dispute it if they believe the chargeback is unwarranted. If the chargeback is upheld, the merchant loses the disputed funds, and they may also incur a chargeback fee. The impact of chargebacks on businesses. Not only are chargebacks a source of anxiety for merchants, but their cost to your business is actually much greater than just the revenue of the sale. Chargeback fees Chargeback fees are fees imposed on merchants by banks or payment processors to cover the costs associated with processing chargebacks. When a chargeback occurs, the merchant may be charged a fee, regardless of whether the chargeback is ultimately resolved in their favour or not. In Australia, chargeback fees range from around $25 to $40 per chargeback. Lost merchandise In the situation where a cardholder receives a product, and initiates a chargeback process, the cardholder is usually obligated to return the merchandise, however this is not guaranteed. If the merchant loses a chargeback in addition to forfeiting the product, the cost to their business is doubled as they cannot resell it or recoup its value. Operational and marketing costs Whether you’re selling a product or a service, a lot of work happens before it reaches the customer. From packing and shipping to managing inventory and staff, countless hours are spent preparing the customer’s final product, and time is money. What’s more, a sale doesn’t always come for free. Money spent on marketing also disappears every time a charge is reversed. 6 common reasons for chargebacks and how to avoid them. 1. Unmet expectations If the item or service that a customer pays for is defective or not as described, they can request a chargeback. How to avoid this kind of chargeback: Ensure all product descriptions – whether on a website or in store – are accurate; Use photography that clearly and accurately shows the product; Publish accurate size guides, if selling online; Carefully check products for defects before sending them out for delivery. 2. Onerous or unclear returns policy If a customer cannot find your returns policy, or if the policy is unclear, they can request a chargeback. How to avoid this kind of chargeback: Make your returns policy clear and straightforward; Ensure your returns policy is visible on your receipt, website, and in-store; Make it easy to contact your business by publishing a customer service phone number or email address on your website and receipt. Learn how to customise your receipts with Zeller here . 3. Unrecognisable business name If a customer sees an unfamiliar name on their credit card statement, they may request a chargeback. How to avoid this kind of chargeback: Ensure your business name is clearly and consistently written across your website, receipts, marketing material, and in-store; Check that how your business name appears on bank statements is clear and up to date. Learn how to change how your business name appears on their bank statements here. 4. Inefficient service or delivery If a customer’s product takes much longer to arrive than anticipated, or if a service takes longer than expected, they may request a chargeback . How to avoid this kind of chargeback: Where possible, provide tracking information for shipments and send updates if there are any delays or issues with the order; For high-value items, request a signature upon delivery; Ensure that all terms of service and delivery timelines are clearly communicated to customers, both on your website and in any confirmation material you send them; Offer prompt and responsive customer support Keep detailed records of any communication with your customers or shipping documentation, which could be used as evidence in the case a charge is disputed 5. Chargeback fraud If a dishonest customer wants to avoid paying, while still keeping the purchased goods or services, they might falsely claim that the transaction was unauthorised and request a chargeback. This is what is known as chargeback fraud. To avoid this kind of chargeback, it’s important to have a process for documenting evidence that your agreed upon product or service was provided. How to avoid this kind of chargeback: Take a photo of your goods in their packaging before they are sent. If providing a service, ensure to take photos or screenshots of the finished work. Ensure your customer signs a contract upon completion of any work. Provide your customer with clear, itemised receipts. If the product is being shipped, provide tracking details and request the customer’s signature 6. Stolen card information If a criminal uses stolen payment information to make an unauthorised purchase, the legitimate cardholder may discover the transaction on their statement, and initiate a chargeback. How to avoid this kind of chargeback: Wherever possible, encourage customers to pay in person rather than over the phone. Fraud rates are considerably lower with card-present transactions compared to card-not-present transactions. When you do have to process over-the-phone payments (otherwise known as  MOTO payments ), we recommend requesting extra details to help ensure the person making the payment is in fact the legal cardholder, such as their full name, billing address, and some form of ID. If the product is being shipped, provide tracking details and request the customer’s signature (especially if payment has been made by MOTO). Consider taking payment via  Zeller Virtual Termina l or  Zeller Invoices , which incorporate an additional layer of security (3DS), which asks customers to verify the payment via their banking app. How and when to file a chargeback dispute. If someone requests a chargeback from your business, the cardholder’s bank or credit card company (acquirer) will notify you. From there, you’ll have the option to challenge the chargeback. This is called a chargeback dispute. After being notified of a chargeback, you will be given a deadline before which you can dispute the claim. Timeframes will vary from one acquirer to the next, but on average the deadline is between 10 and 30 days from the time you are notified. If you miss the deadline, you will automatically lose the chargeback dispute. When you are notified about a chargeback, you will be given a reason for the dispute, such as, the customer did not receive their goods or that the item was defective. If you choose to challenge the chargeback, it’s essential that you compile evidence that directly addresses the chargeback reason. For example, if the reason indicates that the customer didn’t receive the item, you should submit any delivery information you have that supports the claim that they did indeed receive the item. Without sufficient evidence, banks are almost always going to side with the customer. How are chargebacks managed at Zeller? No chargeback fees. 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. 3D secure authentication.  When you accept payments with  Zeller Invoices  or  Pay by Link , merchants are provided with an additional layer of protection to deter unauthorised card use. 3D Secure (also known as 3DS) authentication may prompt the cardholder to enter a one-time passcode or a similar authentication step on their banking app in order to proceed with the payment. 24/7 transaction monitoring. 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 – will reduce your risk of chargebacks. 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. Chargeback dispute support. 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.