FREQUENTLY ASKED QUESTIONS


About us


Range of Products

EFTPOS was established in 2005 and is an independent provider of card acceptance to small and medium sized businesses in South Africa. We provide merchant acquiring through a range of countertop and mobile POS solutions supported by Absa and Mercantile acquiring banks. We offer quick and easy online application, affordable rental and transaction fees, PCI compliant devices and processes and after sales support and maintenance. EFTPOS is a subsidiary of Paycorp, a leading provider of payment solutions in emerging markets partnering with financial institutions, card associations, mobile operators and retailers.

Pricing (Transaction fees, Minimum fees, Rental and Monthly statements)

Transaction Fees

What are transaction fees?
Transaction fees are the fees charged by ZipZap/Eftpos to facilitate your card payments.

How is my transaction fee rate determined?
If you apply online and your card transactions are under R75 000 per month, then your transaction fees will be calculated at 2.75%.If you are currently accepting card payments and want a better deal, then click here for a Sales rep to call you right back.

How are transaction fees calculated?
The fee is calculated by applying the debit- and credit rate per your agreement to the rand value of your daily debit- and credit card transactions respectively.

Do transaction fees include VAT?
No, all transaction fees are stated exclusive of VAT. VAT of 15% will still be levied on transaction fees.

Do I qualify for a lower transaction fee?
If your card transaction exceed R75 000 in a month, then you may qualify for reduced transactions fees.Contact our Call Centre on 0861 947 927 for ZipZap queries and 0861 00 44 44 for EFTPOS queries.

If you apply online and your card transactions are under R75 000 per month, then the fees are as follows:

Minimum Discount Charge (MDC)

What is the minimum discount charge?
MDC is the minimum monthly transaction fee payable to EFTPOS. This amount is quoted exclusive of VAT in your agreement.

Is MDC applicable to me?
MDC is applicable if you have an EFTPOS fixed countertop or EFTPOS Mobile card machine as quoted per your agreement.

How is MDC calculated?
MDC is calculated as the difference between the MDC amount quoted (excl VAT) and your transaction fees calculated (excl VAT). VAT of 15% will still be levied on the MDC amount calculated.

When is minimum discount charge applicable?
MDC and is charged at the end of each month if your minimum transactions requirement is not met for the month.

How do I avoid paying MDC?
If your transaction fees exceed the MDC amount quoted in your agreement no MDC will be payable for the month.

Example calculation of transaction fees and MDC:
• In the example below R575.58 is payable to EFTPOS.
• From the below example, the MDC payable is R131.10 incl VAT as the transaction fees of R385 was less than the MDC amount of R499. The difference of R114 is essentially the MDC excl VAT.

Rental

How do I pay my rental fees?
If you select one of our EFTPOS devices only available on rental, your rental fees will be deducted via debit order. Please ensure sufficient funds are available for us to recover our fees.

When will my rental fees be debited?
Merchants with 15 digit merchant numbers and starting with 3400000000xxxx will be billed on the first of the month after signing up.Merchants with 7 digit merchant numbers will be billed at the end of the month after signing up.

Merchant Statements

How do I review my transactions and the applicable transaction fees & VAT paid for the prior month?
 You will receive a statement at the beginning of each month that reflects all your transactions for the previous month, the fee & VAT on each transaction and how much you were settled.Your statement is electronic and we store 5 years of transactions for you. Requests for historic merchant statements will incur a fee per statement.

How to I claim back the VAT on the transaction fees I pay?
The Merchant Statement you receive serves as a Tax Invoice that you can use to claim input VAT from SARS if you are a registered VAT vendor.

POS Portal

How to I view my transactions during the month before the statement is prepared at month-end?
Our POS portal allows merchant to view transaction details, track card transactions daily, weekly and monthly and compare to previous periods. The transactions for the last six months will be available on the POS portal. The key transaction stats are featured on a dashboard, giving you valuable insight and visibility of your card transactions. With this information at your fingertips, you’ll be able to predict seasonal trends and plan better. Merchants are able to export transaction data to Excel for detailed analysis and search for specific card transactions. You will also be able to update your profile on the POS portal, FAQs and click to call our Contact Centre straight from your phone.

How do I obtain access to the POS Portal?
Clickhere to request Portal access
Please provide the following details in your request:
Trading name, Merchant number, Terminal id or device serial number.

Cancellation

How do I cancel my rental agreement?
Please contact our Call Centre to give notice on you rental agreement. You will have to put your cancellation request in writing for record purposes.

Note that you will be charged a cancellation fee if you cancel within the rental period stated in your rental agreement.
• Early cancellation fee will apply as per your agreement.
• In addition, you will be charged a collection fee of R250 (ex VAT).

About us

EFTPOS was established in 2005 and is an independent provider of card acceptance to small and medium sized businesses in South Africa. We provide merchant acquiring through a range of countertop and mobile POS solutions supported by Absa and Mercantile acquiring banks. We offer quick and easy online application, affordable rental and transaction fees, PCI compliant devices and processes and after sales support and maintenance. EFTPOS is a subsidiary of Paycorp, a leading provider of payment solutions in emerging markets partnering with financial institutions, card associations, mobile operators and retailers.

Range of Products



Range of Products



Application Process

What supporting documentation do I need when applying?

Sole Proprietor

  • Identity document

  • Proof of address (no older than 3 months)

  • Proof of bank account reflecting trading names or full name

Company (PTY) LTD & Close Corporation

  • Identity documents for all members/ directors

  • Proof of bank account reflecting the name of the business

  • Business registration number

  • CIPC certificate

Trust

  • Identity documents for all members/ directors

  • Proof of bank account reflecting the name of the business

  • Trust deed signed by all members

  • Proof of business address

Partnership

  • Identity documents for all members/ directors

  • Partnership agreement

  • Proof of address for all partners

  • Resolution signed by all partners

Once my application has been approved, how do I get my terminal?
If you have applied for a countertop POS, a technician will contact you to arrange a suitable time to install your EFTPOS terminal and provide training.
If you have applied for a ZipZap card reader, it will be couriered to you and you will be able to get started easily by following the userguide provided.

Settlement

How long does settlement take?

You will receive funds into your account 1-3 days from release of payment, depending on your bank.

• Transactions completed on Sunday and Monday will be released for payment on Tuesday

• Transactions completed on Tuesday will be released for payment on Wednesday

• Transactions completed on Wednesday will released for payment on Thursday

• Transactions completed on Thursday will be released for payment on Friday

• Transactions completed on Friday and Saturday will be released for payment on Monday.In some instances, there may be an unforeseen delay in settlement, usually because of a fraud check on a transaction – either by us or the cardholder’s bank based on an algorithm that identifies random samples. You will get your settlement, just a few days later.


Am I charged a settlement fee?

No, we will settle funds into your bank account at no additional fee.



Customer Support

What support can I get?

Our support agents are available to help with anything – simply call 0861 947 927 for ZipZap queries and 0861 00 44 44 for EFTPOS queries. The Call Centre is open:

Monday to Friday 06:30 to 18:00

Saturdays 07:00 to 17:00 Off peak

Sunday 07:00 to 14:00 Off peak public holidays 07:00 to 14:00

Peak Sunday (25th-5th) 07:00 to 16:00

Peak public holidays (25th-5th) 07:00 to 16:00 

25th December 08:00 to 12:00


You can email support@zipzap.co.za or email support@eftpos.co.za and one of support staff will be in touch, or you can use Live Chat on www.zipzap.co.za.


What are the Call Centre hours?

Monday to Friday 06:30 to 18:00Saturdays 07:00 to 17:00

Off peak Sunday 07:00 to 14:00

Off peak public holidays 07:00 to 14:00

Peak Sunday (25th-5th) 07:00 to 16:00

Peak public holidays (25th-5th) 07:00 to 16:00

25th December 08:00 to 12:00


What do I need before I call the call centre to report an issue?

Terminal serial number, Terminal ID, Trading name


More About ZipZap

How do I download the ZipZap App?

The app is available on the app store for iOS, Android, Windows Phone and Windows Desktop. The free ZipZap app is only required to pair with the Wisepad. Both the Wisepad G2 and Wisepad G2+ have internal Sims and no pairing with a cellphone is required.


How do I charge my ZipZap card reader?

To charge the card reader, connect the charging jack to the device using the USB cable, which is included.

Miura: There is a battery icon on the display of the card reader that indicates the current state of the battery.

WisePad: The light just below the screen will be red to indicate it is charging and will turn green once fully charged.

WisePad G2: There is a battery icon on the display of the card reader that indicates the current state of the battery.

WisePad G2+: There is a battery icon on the display of the card reader that indicates the current state of the battery. 


What is the range of the Bluetooth connection using ZipZap in mPOS mode?

The range is up to 10 metres, depending on whether there are any obstacles between the card reader and the phone or tablet that may cause disruption.


Can someone use my ZipZap if it is stolen?

No. Your card reader is linked to your account and requires your personal login details in order to operate. 


Can I do manual transactions using my ZipZap Wisepad device?

No 


Can multiple users share a ZipZap card reader?

Yes, multiple people can use the ZipZap card reader if required. To link multiple users to the same merchant account or card reader please contact the call centre or email support@zipzap.co.za.


Can I pair multiple cellphones to ZipZap WisePad card reader at the same time?

No, only one cellphone can be paired to a card reader at a time.


If I receive a call while a transaction is being processed, will the transaction be approved?

Yes, if your transaction is being processed, it will continue in the background while you are on a call. You will receive confirmation of the transaction once you have completed your call. In the event that the transaction fails, the device will send a message to cancel the transaction. 


If my cellphone battery runs flat while a transaction is being processed or I lose signal, will the transaction be approved?

No. However, the cardholder may get a message that the transaction was approved. In this case the transaction will be reversed when the device is charged again. 


Does ZipZap produce a response code if a card is declined?

Yes, a detailed response code will be issued when a card is declined. 


How do I generate a receipt?

ZipZap Wisepad enables you to send a receipt to your customer via email or SMS.

ZipZap Wisepad G2 enables you to send a receipt via SMS.

ZipZap Wisepad G2+ enables you to send a receipt via SMS or print a receipt. Each receipt has a unique transaction number which can be recorded in a receipt book should you wish to do so. 


What kind of warranty does my ZipZap machine come with?

There is a 6 month warranty from the time that you receive your ZipZap card reader. What happens if my device is stolen or lost?You are responsible for keeping the device safe. If it is stolen or lost, you will need to purchase another unit at the most current replacement cost. 


Can I process a refund?

No, refunds cannot be processed on ZipZap. 


How long does it take to reverse a transaction?

2-5 days depending on the client's banking partner. 


How do I recover my username and password?

ZipZap Wisepad : select forgot password on the app

ZipZap Wisepad G2 and G2+ : select forgot PIN on the device.


What is the procedure for changing ownership?

You may transfer your ZipZap device if you are an existing merchant to a new merchant if

• the ZipZap device was purchased upfront by you.

• You decided to purchase your rental device and paid the cancellation fee (based on the remaining months of the rental contract) to gain ownership of the device

The new merchant will be required to complete an application form and will be charged an admin fee of R300 to have their application processed. Proof of payment needs to accompany the application form.


Can I pair my Wisepad G2 and G2+ with my phone?

No, both the Wisepad G2 and G2+ are standalone devices with internal SIMs. No cellphone is required.


How do I view my transactions?


ZipZap app:

If you are using the ZipZap Wisepad, you can view transactions on the app. if you are using the ZipZap Wisepad G2 and G2+, you can view last transaction details and a summary of total transactions processed for a specific date on the device.


Monthly statements:

You will receive a statement at the beginning of each month that shows all your transactions for the previous month, the fee on each one, how much you were settled and more. This statement is a tax invoice and can be used to claim back your VAT. Your statement is electronic, and we store five years of transaction history for you.


POS portal:

Our POS portal allows merchant to view transaction details, track card transactions daily, weekly and monthly and compare to previous periods. Key stats are featured on a dashboard, giving you valuable insight and visibility of your card transactions. With this information at your fingertips, you’ll be able to predict seasonal trends and plan better. Merchants are able to export transaction data to Excel for detailed analysis and search for specific card transactions. You will also be able to update your profile on the POS portal, explore FAQs and click to call our Contact Centre straight from your phone.


Can I use a bank account other than my own personal/business account?

No, you may only use your personal bank account (if trading as a sole proprietor) or company business bank account. Our risk department will verify bank account details before you are able to accept card payments.


What do I need to do if I change my bank account?

In order to change your bank account you will need go to your profile page on the POS portal and email our Customer Support Centre. We will require proof of your new bank account that is not more than three months old to process this change. We also require a signed letter on a business letterhead by one or all of the original signatories requesting the change which must include:
• Old bank account details
• New bank account details


What do I need to do if I change my business entity?

You can change your business entity at no additional charge, simply provide the new business details. If you are changing from sole proprietor to company, you will need to provide IDs, proof of company registration, company banking details, resolution if there is more than one director, and proof of company address. If you are changing from company to sole proprietor, you will need to provide your ID, proof of residence and banking details. 


Can my card machine be used in other parts of Africa and internationally?

Not currently. We are only available in South Africa, however, we are looking at expanding into other parts of Africa. You can however, accept payments from all international cards.  


Why do certain transactions decline?

Due to various reasons. Some of which is provided in the decline description.


Troubleshooting

No connection when processing a transaction or when logging in?
• Test GPRS
• Check if device is on standalone mode


Recovering lost connection/ device is displaying “no connection”
• Press power button
• Press scroll down button
• Select 2 Test
• Press scroll down button till screen displays GPRS test
• Select 1 for GPRS test
• If SIM is installed correctly and there is a connection, the device screen will display “success”
• If SIM is not installed correctly or not installed, the device screen will display “pls check SIM”
• Press “X” to exit GPRS test screen


Last transaction status
• Press 3 for last transaction status
• The screen will show all details of the last transaction


Summary of transactions
• Press scroll down button
• Select 1 for summary
• Adjust to required date
• Press enter
• The screen will show the total value sale transactions for the specified date and the total value of void transactions for the specified date


Reset standalone mode
• Press power button
• Select 1 for mode
• Screen will display “Mode change to standalone mode”
• Press enter