FAQs

Below you will find answers to the questions we get asked the most. If you don’t find your question answered here feel free to contact us through our contact page or give us a call on 0800 180 180.

Please check out our How it Works page for more information.

Good news, your agreement can be transferred to the new owner.

If you still have months remaining on your lease, it is a good idea to get the new owner to agree to take over the lease. Remember to include the EFTPOS lease in the Sale and Purchase agreement of your business. This means the new owner has to take over the agreement and removes your obligation. Contact your Account Manager who will facilitate the changeover including rental transfer and merchant setup for the new owner.

If there are only a few months left, you can pay the rest out and get the new owner of your business to contact us to sign a brand new lease.

If you are confused as to who you pay, ring us and we’ll talk you through the steps.

It is a good idea to get all these things underway at least two or three weeks before the takeover date. The banks can take 5-10 working days to set up a merchant number or transfer an existing merchant number into the new owner’s name.

Please check out our Merchant Number page for more information.

Paymark is the major payment network. They process in-store transactions for over 75% of NZ businesses. When a customer swipes or inserts their card in-store, they are there in the middle moving the funds from your customers bank account straight to your merchant bank account. This is done all in a matter of seconds, over and over again for the majority of NZ businesses every second of everyday.

Merchants like yourself pay a monthly network fee $14.00 + GST directly to paymark to connect their network. This is so they can process your EFTPOS/credit card transactions and tell you if it is accepted or declined. Every NZ business with EFTPOS has to pay a network fee. This monthly network fee is per EFTPOS machine per month.

Software Compliance is the term used to cover the management of the application software in the EFTPOS terminal fleet, and ultimately, the ongoing security and compliance of the New Zealand payments industry.

By way of background, in 2012 some significant new requirements were introduced into the New Zealand payments market around ensuring EFTPOS terminals are compliant for the duration of their service life.

As part of these new requirements, all terminal Vendors operating in the New Zealand market now have a legal responsibility to ensure that payment devices deployed to the field are kept up to date with current software. While we continue to drive innovation in the New Zealand payments market, we also need to share the responsibility of safeguarding the security of electronic payments from potential fraudsters, hackers and scammers.

With the ever-increasing pace of technological change in the payments arena, we expect that the frequency of EFTPOS terminal software releases will increase.

It’s important to note that these new requirements are compulsory, so everyone who operates in the payments market must comply with them.

This has prompted the industry to implement a monthly software license fee payable per terminal. Under this software license, a terminal will receive unlimited software upgrades, as and when they become available, using a remote Terminal Management System. This will ensure that customers no longer have to worry about whether their software is compliant and up to date, and will also minimise the risk of fraud by maintaining the highest possible level of software compliance.

Check out our terminal compliance page to find out how long your model EFTPOS is compliant for.

Contact our technicians on 0800 180 181. They will be able to look up the version of you EFTPOS terminal.

Upgrades keep your EFTPOS terminal up to date with industry standards and helps combat fraudulent activity and other misuse. Your EFTPOS terminal is a valuable tool for any business, so it needs to be protected, just as you protect your customers information, systems, stock or cash.

To improve New Zealand’s ability to tackle money laundering and terrorism financing, the Government has made law changes that affect businesses. The Anti-Money Laundering and Countering Financing of Terrorism Act 2009 (AML Act) came into effect on the 30th of June 2013. Because of this AML Act we are required to identify all signees of our Rental agreements.

This is a tricky one, the majority of businesses in NZ rent their EFTPOS terminal. Before you can get the price, it’s critical that you help us understand how you operate, what’s the normal trading pattern for you and where you conduct business with your customers.

When you call us, you will speak to a dedicated Account Manager who will listen to your needs and tailor a solution to you. The monthly rental fee depends on a few different criteria like:

  1. The term of your contract
  2. The type of product(s) you require
  3. The quantity you require

Once that is all said and done, then we can get into what it’s going to cost.

Yes you can. You have three options.

  1. You can settle your contract and return the equipment.
  2. We can continue to take monthly direct debit payments from you until your minimum term is reached and the equipment is returned.
  3. You can find a business that is looking for EFTPOS and willing to take over the remainder of your contract, and you just need to pay a reassignment fee of $80.00 + gst.

Short answer – yes. First you must notify your merchant bank that you are wanting to change accounts. You can call merchant services on the numbers below

ASB: 0800 272 555
BNZ: 0800 737 774
ANZ: 0800 473 453
Westpac: 0800 888 066
Kiwi Bank: 0800 601 601

You need to speak with your merchant bank. You can call merchant services on the numbers below:

ASB: 0800 272 555
BNZ: 0800 737 774
ANZ: 0800 473 453
Westpac: 0800 888 066
Kiwi Bank: 0800 601 601

Yes, and it’s easy to do. Simply call your Eftco Account Manager and discuss with them your reason for changing. They will make sure you get exactly what you require. You then need to fill out a change of equipment form which can easily be scanned back to us.

At Eftco we’re here to help get you paid! So if you’re having technical difficulties our Service Technicians are available on 0800 180 181 to help support your usual day-to-day operations.

Eftco provides all our rental clients with on-going support throughout your agreement.This is available to you seven days a week.

Our technical team manage to solve 90% of faults on the phone and are available from 8.30am to 5pm. For after hours faults call Support 5pm – 8pm.

See our ‘Online Shop’ to search for paper rolls based on your terminal model.

Eftco provides all our rental clients with on-going ‘courier service’ support throughout your agreement. It does not cover you for onsite service. This means that it will cost you to get a technician onsite.

Our standard rate for an onsite visit is $125.00 + GST per hour (minimum fee of one hour) during the business days. Weekends, public holidays and after hours all incur additional charges.

If you’re having technical difficulties our Service Technicians are available on 0800 180 181 to help support your usual day to day operations.

If for some reason they are unable to resolve your issues, a replacement terminal will be sent out via Courier post for all faults lodged before 3pm on any business day. If you lodge a fault through the weekend and it is unable to be resolved over the phone, a replacement will be dispatched Monday morning.

Our standard courier service with Courier Post is overnight. With target delivery for businesses the next working day (subject to transport and courier service constraints). Rural delivery may take 2-3 days.

All orders are shipped during business days via CourierPost from our distribution center in Hamilton. Orders placed after 3pm on Friday and through the weekend will be dispatched Monday morning, subject to stock availability.

Yes, we ship internationally. All orders are shipped during business days via New Zealand Post from our Distribution Center in Hamilton. Orders placed after 3pm on Friday and throughout the weekend will be dispatched Monday morning, subject to stock availability.

Here is a list of countries we can send to: Australia, Austria, Belgium, Brazil, Cambodia, Canada, Chile, China, Cook Islands, Costa Rica, Croatia, Czech Republic, Denmark, Ecuador, El Salvador, Fiji, Finland, France, Germany, Greece, Hong Kong, Hungary, India*, Indonesia, Ireland, Italy, Japan, Macau, Malaysia, Mexico, Netherlands, New Caledonia, Norway, Philippines, Poland, Portugal, Romania, Samoa, Singapore, Slovenia, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Tonga, UK, USA, Uruguay, Vanuatu and Vietnam.

The security of your EFTPOS terminal is an on-going concern when it comes to preventing credit and debit card fraud. Card fraud is becoming a ‘growth industry’ amongst career criminals and whilst your EFTPOS machine does have in-built security measures, there are things you and your team need to know about maintaining security for your business and your customers.

Below is a list of recommendations published by Paymark to help business merchants and managers like you to prevent any criminal activity from occurring.

Recommendations:

  • Always ensure that terminals are secure and under supervision during operating hours (including any spare or replacement EFTPOS terminals you have).
  • Ensure that only authorised employees have access to your EFTPOS terminals and are fully trained on their use.
  • When closing your store or kiosk, always ensure that your EFTPOS terminals are securely locked and not exposed to unauthorised access.
  • Never allow your EFTPOS terminal to be maintained, swapped or removed without advance notice from your EFTPOS provider. Be aware of unannounced service visits and only allow your authorised EFTPOS provider to maintain, swap or remove your terminal. Always ensure that security identification is provided.
  • Inspect your EFTPOS terminals on a regular basis. Check that there are no additional cables running from your EFTPOS terminal and that the casing has not been tampered with.
  • Check your EFTPOS terminal is located where it should be each morning and is printing the correct details on receipts.
  • Record your terminal’s serial number and store it in a secure location. Check that the serial number matches this record each morning.
  • Make sure that any CCTV or other security cameras located near your EFTPOS terminal(s) can not observe card holders entering details.

Contact us immediately if you or one of your staff notices something irregular.

You're in good company

Need EFTPOS for your business?

Your EFTPOS terminal is just one input to the true cost of providing EFTPOS and it’s the smallest. Don’t make the mistake of not taking into account your fees. Some providers provide lower monthly hire costs but end up charging a lot more for fee processing. Some businesses end up paying hundreds if not thousands more than they need to each month.
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