Get answers to frequently asked questions

  1. Retail frequently asked questions
  2. Fraud protection: face-to-face transactions

Retail frequently asked questions

What type of ATM do I require?

DC Payments offers several models of ATMs to meet the requirements of your business. Please contact a DC Payments sales representative for more information, toll-free at 1300 305 600.

What do I need to have an ATM installed?

You will require power, internet and/or phone connections within three feet from the ATM installation location.

How long will it take to get my ATM?

We have inventory located across the country however times can vary dependent on availability of power, internet and/or phone and site survey requirements for cash loading purposes.

What are the hours of your call centre?

The DC Payments call centre is available 24/7 and can be reached toll-free at 1800 301 100 or via email at support@dcpayments.com.au

How long does it take to transfer settlement funds to my account?

With most financial institutions, funds are transferred within one business day.

I’d like more signage for my ATM, POS and/or Prepaid products?

We have various signage and branding options available. Please contact DC Payments toll-free at 1800 301 100 or email support@dcpayments.com.au for more information.

What do I do if my ATM requires service?

The DC Payments customer support centre is available 24/7. Simply contact one of our knowledgeable representatives, toll-free at 1800 301 100 for assistance.

What should I do if I see an error code on my ATM?

Call our support centre, toll-free at 1800 301 100. Representatives are available 24/7 to assist you.

How do I order receipt paper?

Simply call our support centre, toll-free at 1800 301 100 or email us at paperorders@dcpayments.com.au.

How do I find out how many transactions my ATM did last month?

DC Payments’ web reporting provides detailed transaction reporting. Contact our support centre at 1800 301 100 or email us at extranet@dcpayments.com.au and we will be happy to provide you with login details.

What do I do if my ATM dispensed the wrong amount of money requested by the cardholder?

Should your customer have any issues with their transaction, please have them contact their Financial Institution.

Fraud protection

Everyone has a role to play in fraud prevention, including merchants and their employees. The basics of fraud prevention can be broken down into two sections.

Face-to-face transactions

Q: How do I detect suspicious customer behaviour?

A: Fraud Prevention begins with keeping your eyes and ears open. Signs of suspicious customer behaviour can include:

  • Customer has randomly collected merchandise without the usual care.
  • Customer may appear nervous or in a hurry.
  • The customer may take the card from their pocket instead of their wallet and the signatures may not match.
  • Customer makes large, random, expensive purchases.

Q: How do I verify card security features?

A: All cards are designed with special security features to deter counterfeiting and alteration. When you are presented with a card, look for the following elements:

Front of Card

  • Verify the match of print and embossing
  • Embossing
  • Hologram
  • Valid Date
  • Compare account numbers

Back of Card

  • Signature panel
  • Signature