Merchant Agreement

The ANZ Royal Bank Merchant Agreement contains important terms and conditions that are applicable to the ANZ Royal Bank merchant facilities.

The Merchant Agreement consist of:

1. The letter of offer (which will be provided to merchants if their application for ANZ Royal Bank merchant facilities is approved by ANZ Royal Bank)
2. General Conditions (PDF 1.64MB)
3. The secure Internet Site Declaration (where applicable)
4. Any special conditions including all applicable operating guides:
   • Merchant Operating Guide (PDF 2.6MB)
   • Manual Merchant operating Guide (PDF 914KB)
   • Fraud minimization and chargeback Guide (PDF 1.53MB)

What is a Retrieval Request?

A Retrieval Request is sent to a merchant when a Cardholder or the Cardholders issuing bank disputes a card transaction that has been processed by the merchant.

The Acquiring Bank or the Merchants Bank will contact the merchant to obtain the documents supporting the disputed transaction. 

**For further information please refer to Merchant Agreement or contact ANZ Royal Bank Call Centre

What is a Chargeback?

Chargeback is the term used when the cardholder "successfully" disputes a transaction and when the transaction is referred back to the Merchant.

Chargeback's can have a financial impact on your business. It is important that you are fully aware of your obligations, the processes involved and possible outcomes. Please refer to Merchant Agreement for detailed information.

The starting point for a chargeback is a cardholder identifying a transaction on their statement, which they wish to dispute. Once a dispute is raised, it falls upon the merchant, which initiated the transaction to prove that the transaction occurred and was correctly processed. Refer to the Chargeback Process.

Chargeback can occur for a number of reasons including where a cardholder or their issuing bank justifiably disputes liability of the transactions for any reason or where the merchant fails to comply with its obligations under the Merchant Agreement in connection with the transactions. Refer to some common reasons for Chargebacks.

Chargeback Process

Step 1    

• Cardholder disputes transaction
• The cardholder advises the institution that issued their card (the Issuer). Usually this is an unrecognised amount on the cardholder’s statement
• Initiation of the chargeback process may take up to 6 months from the date of the transaction, but in some instances it can take as long as 12 months to finalise

Step 2    

•  Issuer advises ANZ Royal Bank after determining chargeback reason. Refer to some common Chargeback Reasons in this site.

Step 3    

• ANZ Royal Bank contacts merchant and requests the merchant to provide a copy of the original transaction receipt or sales voucher
• Liability rests with the merchant to provide satisfactory evidence regarding the transaction
• The merchant has 7 days to respond to the request
• Action required by the merchant will be advised by your Merchant Sales Consultant, in line with your Merchant Agreement

If the request is ignored or not satisfactorily resolved, the amount in dispute is 'charged-back' to the merchant’s nominated bank account and will be processed and recorded as a debit. It is critical that merchants respond immediately to receipt and/or voucher and/or supporting documentation requests from ANZ Royal Bank, ignoring the request may result in a chargeback to your nominated settlement account

** For further information please refer to Merchant Agreement or contact ANZ Royal Bank Call Centre

Some common reasons for Chargebacks?

• Processing errors
• Unauthorized use of a  card
• No signature on the receipt
• Unauthorised transactions
• Invalid card account number
• Card details not imprinted on the sales voucher
• Incorrect transaction amount
• Expired card
• Transactions performed on a lost or stolen card
• Illegible details on  the sales voucher
• Failing to respond to a Retrieval Request
• Merchandise not received by the purchaser or wrong goods sent

You may minimize the risk of chargebacks by always following the correct procedure of card acceptance and Transactions as set out in your Merchant Agreement

** The examples given above are not an exhaustive list of the circumstances in which a transaction may be charged back to a merchant.

For further information please refer to the Merchant Agreement or contact ANZ Royal Bank Call Centre

Fraud Prevention

The fraud prevention section is designed to provide you with useful information on how you as an ANZ Royal Bank merchant can protect yourself against fraud.

Check on the card

• That the name on the card is appropriate to the customer (eg: a man presenting a card with a  woman’s name )
•  That the printing on the card looks professional
•  That the card has current validity date
•  That there is a hologram on the card and that it does not appear suspicious or made of inferior material
•  The first four digits of the embossed number must match the pre-printed four digits on the card
•  The customer’s signature on the transaction voucher should match the signature on the card
•  The card number should match the details printed on the transaction voucher

Identifying the Credit Cards security features

** For further information please refer to Merchant Agreement or contact ANZ Royal Bank Call Centre

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