What's New at Zeller

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 .

Store, manage and view all your contact information in Zeller Dashboard. Relationships play vital roles in every successful business. Regardless of whether you’re new to the world of business ownership or growing an established venture, people are at the heart of everything you do. With this latest release, Zeller now helps you to strengthen those relationships. Zeller Contact Directory is a new contact management tool used to store business and personal details, giving you one place to see every EFTPOS payment , transaction and account transfer processed with an individual or another business. Armed with that information, you are able to better understand your business and the customers who shop with you, as well as get valuable insights about your own business spending. Introducing Zeller Contact Directory At its most basic, managing contact data is as simple as using an address book to maintain up-to-date information about business contacts. Yet the real benefit of having contact data on hand comes from the way you use it — to strengthen relationships with customers, suppliers and other businesses, get better oversight of where business funds are being spent, and identify opportunities to grow your bottom line. Zeller Contact Directory enables you to understand your transactions on a deeper level, and access information about your business quicker. Smarter business decisions are made with insight. Designed specifically for running and scaling a business, Zeller Contact Directory is a free tool for all Zeller merchants. With this release, you can now create contacts in Zeller Dashboard — making it easier to run and build your business by building more meaningful relationships with contacts who pay you, and contacts who you pay. How to get started with Zeller Contact Directory Zeller Contact Directory is your central spot to manage all of your business relationships. With these new feature updates, there are several changes to your workflow when transferring money out of your Zeller Transaction Account, and assigning contacts to transactions and transfers. When you need to transfer money Transferring money is simpler by selecting a contact when processing a transfer. If your contact's details are not already populated, you can add them the next time you transfer money. Linking existing contacts to historic transactions Search your transaction or transfer history, and then link it to an existing contact. Any existing and future transactions or transfers will now be linked to that contact. Creating a new contact in your Zeller Account Once you've created a new Zeller Contact, you can then search your transaction or transfer history to select which transactions you want to link to that Zeller Contact. Learn more about the businesses you spend with Business details are automatically populated for transactions spent on your Zeller Mastercard , so you can understand more about the businesses you make purchases with. Used to its fullest, Zeller Contact Directory provides you with instant access to important information about the people and businesses you interact with. A holistic view of every contact Zeller Contact Directory is made up of contact records that you create. There are two types of contacts in Zeller Contact Directory: individuals, and businesses. These contacts can be linked together, providing a holistic view of the relationship web. Each contact can be populated with a wealth of information about an individual or business you interact with, including: general contact information, such as emails, phone numbers, and addresses categorise contacts and add custom tags, such as ‘supplier’ or ‘book keeper’ an image, for immediate identification account details for bank accounts you transfer money to notes, such as details customer preferences or information about previous purchases. New view in Zeller Dashboard To view the contact directory, click Contacts in the left pane of Zeller Dashboard. From here, click either Add Business or Add Person and follow the prompts to create a contact. To search Zeller Contact Directory, select the search icon and begin typing the name of the contact or tag attached to that contact. All contacts matching the search criteria will be filtered below, for easy identification. Create and link contacts with ease There are multiple ways to create a contact in Zeller Contact Directory. Once a contact has been created, it can then be linked to transactions or bank account details within Zeller Dashboard. As mentioned above, a business or person can be directly added to the Zeller Contact Directory. A contact can also be created from a transaction, or transfer. To create a new contact, or link an existing contact to a transaction, click on any past transaction in Zeller Dashboard, then select Contact and begin typing. If a contact already exists, click it to assign the transaction to the contact. If a contact does not exist, follow the prompts. All historical and future transactions using the same card will be linked to that contact. Every time a customer uses that card to buy from you, the transaction will be attached to the contact in Zeller Contact Directory. To link details of bank accounts you regularly transfer to, open the contact in Zeller Contact Directory. Navigate to Bank Account and select Add . From here, either select an existing account or follow the prompts to create a new one. All historical and future transfers will be attached to that contact. Relationships are the foundation of business success Zeller Contact Directory gives you a place to store valuable information about the individuals and businesses that interact with you. Having the ability to easily surface contact information enables you to grow meaningful relationships, whether it’s by greeting a person by name or remembering details of their last purchase. Yet there are a multitude of ways that information can be put to use to strengthen business relationships. You might want to make your repeat customers feel more welcome in store by training staff to provide a more personal customer experience, using the rich data attached to the customer’s contact record to suggest new products or services. Or you might use it to streamline the way you deal with other businesses, like your supplier.  Being able to easily bring up contact details for your key supplier, including the name and direct number of your account manager as well as a list of every purchase made using business funds, makes it easy to manage things like repeat orders and better understand your spending. Relationships are at the heart of business. The more visible information about your contacts is, the more opportunities you have to strengthen those ties. Stay tuned to discover more ways to use Zeller Contact Directory to grow your business.

In the service industry, taking payment hasn’t always been as straightforward as tapping a card. Now it is, thanks to Pay by Link, a handy new feature available with Zeller Virtual Terminal. As service providers, you deal with instalments, deposits, prepayments, higher transaction values, and ultimately, customers who aren’t present when it comes time to pay. Traditionally, this has meant chasing up invoices or making repeated phone calls to accept a payment. Nowadays, technology is affording a much smoother payment experience for these types of transactions. With  Zeller Virtual Terminal , businesses can accept card payments by sending their customers a secure payment link, which lets them enter their card details in their own time. It’s simple, secure, and fast, and businesses from all industries are adopting it. Below, we explain three of the most common uses for Pay by Link and why it’s a handy solution to have in your back pocket to help keep your cash flow healthy, and your customers happy. What is Pay by Link? Pay by Link is a payment solution available on Zeller Virtual Terminal – a web-based tool that allows you to process payments without the need for a physical EFTPOS machine. It enables businesses to generate a secure payment link from their browser and to send it to their customer, who can then enter their card details in their own time. Pay by Link is accessed via Zeller Dashboard, simply by navigating to Virtual Terminal and selecting one of three options: ‘Send Payment Link via Email’, ‘Send Payment Link via SMS’ or ‘Copy Link’. Choosing the latter means you can share the link on whatever platform is most convenient for your customer, be it WhatsApp, iMessage or Facebook Messenger. The link is secure and will direct customers to a page where they can enter their card details and proceed with the payment. Once the payment has been processed, customers will have the option to download a copy of the receipt. What are the most common uses of Pay by Link? For high-value transactions. Whether you’re selling kitchens, cars or wedding dresses: you’ll know how important customer experience is in the transaction process. When a customer is about to hand over a large sum of money, they need to be given the white-glove treatment. Additionally, when your business relies on fewer but higher value transactions, these payments need to be made promptly and securely in order to ensure your cash flow is healthy. For these two reasons, Zeller’s Pay by Link is a great solution. On the customer side, it offers them convenience and peace of mind knowing that their card details are securely and privately shared, as well as the added benefit of being able to pay with American Express, which, for high-value transactions, is particularly advantageous. While for you as a business owner, it keeps fees low and your business protected. With Zeller Virtual Terminal, the transaction fee (1.75% +25c) can be passed on to the customer through surcharging and your business will also benefit from a dedicated anti-fraud team and 24/7 transaction monitoring. When dealing with high-value transactions where you can’t always verify that the customer is who they say they are, this is especially important to avoid falling victim to credit card fraud. For deposits, pre-orders, and pre-bookings. No matter what kind of business you run, there’s likely to come a time where you’ll need to take a deposit or secure a service or item for your customer with a pre-order or pre-payment. Restaurants do it for large group bookings, hotels do it to reserve event spaces or to accommodate special catering requests, and retailers do it to guarantee the sale of high-value or custom-made items. In these situations, not only does Pay by Link help get the payment made fast, but it greatly facilitates the reconciliation process. When you create your unique payment link with Zeller Virtual Terminal, you can enter all the relevant details about the transaction in the notes section, such as the date of pick up, the job number, whether it’s one instalment of many, or the name of the person in charge of the sale. Additionally, if your business has a number of different departments – a hotel might have the office, the pool bar, the corporate space, the rooftop, and the massage room, for example – you can create a different ‘site’ for each, and quickly assign each Pay by Link transaction to the relevant site. When it comes time to reconcile your sales at the end of the month, payments can easily be filtered in Zeller Dashboard by site, date, status (approved, declined or refunded), transaction value, and reference number. For gift vouchers. Many businesses won’t have a formalised process for selling gift vouchers, and yet it’s important not to deny customers this opportunity if they specifically ask for one. Having the option of generating a payment link is an ultra-simple, quick, and professional way to accept gift voucher payments. Simply generate a payment link with Zeller Virtual Terminal, send it to your customer, and ask them to download a receipt once their payment has been processed. This receipt will contain a unique reference number (RNN). Write the RNN down on a gift certificate or ask your customer to send it to the gift receiver. When the recipient comes to redeem their voucher, your staff will simply have to search the RNN in Zeller to bring up the associated transaction and add a transaction note to indicate that the voucher has been redeemed.