ANZ FASTPAY® NEXT GENERATION

MERCHANT OPERATING GUIDE

ANZ FASTPAY® PORTAL

ANZ FastPay® Next Generation. A handy way to get paid.

ANZ FastPay® Next Generation lets you take EFTPOS, credit or debit card payments securely on the go on your smartphone or tablet. Customer payments can be taken by swiping or inserting their card, and by tapping with the new Contactless Card Reader.

Now that you have ANZ FastPay® Next Generation you can take advantage of features like1:

✓ A unique audio jack plug-in Card Reader

✓ Convenience of email and SMS receipts for customers

✓ Secure 4-digit PIN log in access

✓ Same day settlement to ANZ business transaction accounts2

✓ Simultaneous settlement by multiple users in the same account

✓ The ANZ FastPay® Portal with access to online transaction reporting

1. ANZ FastPay® Next Generation only available to approved merchants who meet ANZ’s credit approval criteria and have an ANZ business account. Terms and conditions, fees and charges and settlement times apply to the use of ANZ FastPay® Next Generation. 2. For transactions settled by 6.30pm AEST/AEDT

ANZ FastPay® Next Generation for iPhone may only be downloaded to an iPhone or iPad with iOS 7 or later software. ANZ FastPay® Next Generation for Android is compatible with devices running Android 4.3 and above. Apple, the Apple logo, iPhone and iPad are trademarks of Apple Inc., registered in the U.S. and other countries. Android™ is a trademark of Google Inc. ANZ FastPay® Next Generation is provided by Australia and New Zealand Banking Group Limited ABN 11 005 357 522. ANZ's colour blue is a trademark of ANZ.

Contents

1. Getting started 41.1 Your merchant agreement 41.2 Who to contact for help 41.3 How to Get Started 41.4 Change of business details 5

2. Using the ANZ FastPay® Portal 52.1 ANZ FastPay® Portal General Layout 52.2 First time log in 72.3 Home tab 72.4 Transactions tab 82.5 User Profiles tab 112.6 Devices tab 112.7 Manage Preferences tab 122.8 Online Help tab 122.9 Log Out 12

3.0 Handling cardholder information securely 133.1 Found customer cards 13

4.0 Protecting your business from fraud 144.1 Basic precautions 14

41. Getting started

The ANZ FastPay® Portal enables you to view your ANZ FastPay® Next Generation transactions online, re-issue a receipt, create additional users and reset your log in PIN. The ANZ FastPay® Portal is associated to a single Merchant ID. Only the primary user of ANZ FastPay® Next Generation can access the Portal.

1.1 Your merchant agreementYour ANZ merchant agreement contains important information about the operating procedures for ANZ FastPay® Next Generation and includes this guide. This guide may be changed or replaced by us in accordance with the terms of the merchant agreement.

Please keep in mind that at any time:

• We may conduct an investigation if a transaction is believed to be fraudulent

• The operators of the applicable card schemes may also conduct their own investigations

• Your merchant agreement outlines the circumstances in which you will be liable for such transactions

• If it is found that you have processed invalid or unacceptable transactions, you may be liable for the value of those transactions (see our General Conditions ANZ FastPay® Next Generation for more details)

1.2 Who to contact for helpIf you would like any help or are experiencing any issues with ANZ FastPay® Next Generation, please call the ANZ Merchant Contact Centre on 1800 039 025 (24 hours a day, 7 days a week) or email merchant@anz.com.

1.3 How to Get StartedSimply download ANZ FastPay® Next Generation from the App Store or Google Play and tap the 'Apply' button from within the app to access the online application form. Once your application form is submitted, ANZ will process it in as little as 4 business days, though it will take longer if applying to process an unlimited weekly value of transactions. If approved, your Card Reader should be delivered to you within 1-2 business days^. You will receive an email and SMS from Toll (ANZ's delivery partner), advising you of the anticipated delivery date and address for your ANZ FastPay Card Reader. Should you wish to alter these details, please contact Toll directly on the contact information provided in their email. A person over the age of 18 will be required to sign for the delivery of the Card Reader. In the event that this is not possible, the delivery will be left at an alternate drop off point close to your registered Trading Address. A calling card will be left and you will receive an SMS with the location of the alternate drop off point.

Once you have recieved your Card Reader

1. Access the ANZ FastPay® Next Generation app

2. Plug in the Card Reader until the Card Reader screen displays the ANZ Logo (you may need to remove your smartphone or tablet cover). If you are using an Android device, the app will run an Audio Optimisation diagnostic, to ensure premium performance of your ANZ FastPay® Next Generation app and Card Reader. If you have any questions with this process – please see the FAQ’s on www.anz.com/fastpay

3. Click the Log In button (if you aren’t automatically directed to the Log In Screen)

^ Card Reader delivery times may vary outside metropolitan areas.

54 4. Enter your Merchant ID

5. Enter your Username

6. An SMS will be sent to the mobile phone number you registered with, which will contain your One Time Passcode

7. Enter the One Time Passcode and you will be prompted to set up your 4 digit log in PIN.

Alternatively, you can complete the online application form on anz.com and then download the app once your application has been approved.

1.4 Change of business detailsOur General Conditions ANZ FastPay® Next Generation describe various situations in which you must notify us of changes to your circumstances. Go to anz.com/merchantconnect to complete and submit the relevant form, or contact ANZ Merchant Contact Centre on 1800 039 025 if there are any changes to your:

• Business name and/or address

• Business type or activities including changes in the nature or mode of operation of your business

• Mailing address

• Ownership

• Bank/branch banking details

• Telephone or fax numbers

• Industry

• Email address

The ANZ Merchant Services General Conditions sets out your obligations when your business is sold, ceases to trade, or no longer requires an ANZ Merchant Facility. Remember that it’s your responsibility to make sure the merchant facility is closed, by contacting ANZ Merchant Services. Failure to do so may result in the continued charging of fees in accordance with the General Conditions ANZ FastPay® Next Generation.

2. Using the ANZ FastPay® Portal

2.1 ANZ FastPay® Portal General LayoutTop Navigation

The grey navigation bar identifies the main information areas you can view:

1. Home - This tab is a summary of all your important ANZ FastPay® Next Generation merchant facility information, e.g. Company Details, Contact Details and ANZ FastPay® Next Generation details.

62. Transactions - This tab lists all transactions that have been conducted by all ANZ FastPay® Next Generation users associated to your Merchant ID. To present more relevant history you can utilise the search feature to target specific transactions, allowing you to either view the detail of a specific transaction, view the original receipt of the transaction, or even re-issue the receipt to your customer.

3. User Profiles - This tab lists all the ANZ FastPay® Next Generation users associated to your Merchant ID, and will allow you to add or edit users and reset the app log in PIN for any of the ANZ FastPay® Next Generation users listed.

4. Devices - This tab lists all Card Readers associated to your Merchant ID.

5. Manage Preferences - This tab presents all the Portal elements you can manage.

6. Online Help - This tab presents all online help for the ANZ FastPay® Portal functions.

Bottom navigation

The blue navigation bar at the bottom will link you to ANZ supplementary information:

1. anz.com - This presents the Small Business section of the anz.com website

2. Security & Privacy Statement - This presents the standard anz.com privacy and security statement

3. Website terms of use - This presents the standard anz.com website terms of use policy.

4. Site Map - This presents a view of all capabilities contained within the ANZ FastPay® Portal.

76 2.2 First time log in

The first time log in screen allows you to log into the ANZ FastPay® Portal and set up your own password; this is only done the first time you use the ANZ FastPay® Portal. You must also provide your valid Merchant ID and Username, (previously sent via email) and One Time Password (previously sent via SMS).

2.3 Home tab

The Home tab is a summary of all your important ANZ FastPay® Next Generation information, e.g. Company Details, Contact Details and ANZ FastPay® Next Generation details.

82.4 Transactions tab

The Transactions tab lists all transaction details associated with your Merchant ID. This tab allows you to either:

• View your transaction history for the last 12 months

• Search for transactions

• View the detail of a transaction

• View the original receipt of a transaction

• Re-issue a customer receipt

Transaction History

The Transactions History screen lists all transaction details associated with your Merchant ID. On this screen you can:

Change the number of records on each page

Navigate through the pages of records

Export search results or the entire transaction history

98 For any screen that contains the Export button, you can export that information to either a CSV file or to Microsoft Excel. To export information, select the export format that you desire (either CSV or XLS) in the box to the left of the Export button. Once the format has been selected, press the Export button and the ANZ FastPay® Portal will commence downloading the information for you in the desired format. Once the download is complete, open the file and save it on your computer.

Search Transactions

You can search for a transaction by either:

Selecting Transaction Search from the drop down menu on the Transactions tab

Selecting the Search button on the Transaction History page

From the Transaction Search page, enter the search criteria that you want to search upon. For example you can search upon transaction details, card details, ANZ FastPay® Next Generation user details or Card Reader details.

Please note that you need to enter at least one search criteria to search upon. By pressing the down arrow next to one of these, the search criteria from which you can choose is then displayed. Once the search criteria has been entered, press the Search button and the results will be displayed.

You can sort the lists on the Transaction History or search results by clicking on any of the column headings that contain the up and down arrows to the right of the column name (e.g. on the Transaction History page you can sort using the Date, Type, Amount or ANZ FastPay® Next Generation Username columns). Please note that you can only sort based upon one column at any one time.

If you enter a search criteria that doesn’t match any of your transactions, or is not in the correct format, you will receive an error message.

To return to all transactions, select Transaction History from the Transactions drop down menu in the top navigation.

10View the details of a transaction

To view the details of a transaction, select the exact transaction from the Transaction History from the Search Transactions results.

View the original receipt of a transaction

In order to view the original receipt that was sent to a customer, you first need to find the exact transaction that you want to view the receipt for. To do this, go to the Transactions tab on the navigation menu, select Transaction History from the drop down list, find the transaction that you are looking for, and select the transaction.

Once the Transaction Record Detail screen is displayed, select the View Receipt button, and the receipt will be shown in the format that was originally sent to your customer.

Re-issue a customer receipt

If your customer asks you to re-issue their receipt as they have lost it or they did not receive it, you first need to find the exact transaction that you want to view the receipt for. To do this, go to the Transaction tab on the navigation menu, select Transaction History from the drop down list, find the transaction that you are looking for, and select the transaction.

Once the Transaction Record Detail screen is displayed, select the Re-issue Receipt button. A pop-up box will appear allowing you to either enter the customer’s email address, or their mobile phone number if you have these. Once these details have been correctly entered, press the Send button and the receipt will be resent to your customer either via email or SMS, depending what details you entered.

1110 2.5 User Profiles tab

The User Profiles tab lists all the details for every ANZ FastPay® Next Generation user account associated with your Merchant ID, and will allow you to reset that ANZ FastPay® Next Generation user’s log in PIN for their ANZ FastPay® Next Generation account.

1. Add User - You can add new users to your ANZ FastPay® Next Generation facility by selecting the Add Users option from the User Profiles drop down menu. You will need to select a username and add a valid email address and mobile phone number for the user. The One Time Passcode required to log in to ANZ FastPay® Next Generation for this user will be sent to the mobile phone number provided.

3. Edit User - Find the user in the list and select the Edit button next to their name. You can edit the email address and mobile phone numbers of existing users on your ANZ FastPay® Next Generation facility. Simply update the required information and press the Update button.

3. Reset PIN - Find the user in the list and select the Reset PIN button next to their name. The next time they attempt to log into the ANZ FastPay® Next Generation app, they will be sent a new One Time Passcode which they can use to gain access to the app.

4. Deactivate - Find the user in the list and select the Deactivate button. This will disable access to the app for the selected user.

2.6 Devices tab

The devices tab lists all devices that are associated with your Merchant ID.

122.7 Manage Preferences tab

The Manage Preferences tab contains a drop down list, allowing you to change your current ANZ FastPay® Portal password.

To change your ANZ FastPay® Portal password, go to the Manage Preferences tab in the navigation menu, and select Change Password from the drop down list. Enter your current ANZ FastPay® Portal password, enter your new ANZ FastPay® Portal password and before entering the new ANZ FastPay® Portal password a second time, ensure that it is correct.

2.8 Online Help tab

The Online Help tab presents FAQ and information to assist you in using the ANZ FastPay® Portal.

2.9 Log Out

When the Log out button on the top right of the screen is pressed, you will exit the ANZ FastPay® Portal, and be presented with the following confirmation message “You have successfully logged out.”

1312 3.0 Handling cardholder information securely

You are responsible for the security of all cardholder and transaction information you receive, process or store.

Businesses store credit card details for various reasons. While this can be necessary to support legitimate business practices, storage of card data can lead to theft of customer information and significant impact to your business. ANZ recommends that card data is never stored on your systems.

3.1 Found customer cardsFrom time to time, customers may accidentally leave their cards behind at your premises.

To ensure any potential fraud is minimised:

• Keep the card in a safe place for a period of up to two business days

• Hand the card to the customer claiming the card only after having established the claimant’s identity by comparing signatures

• If the requisite two business days have passed, destroy the card. Should the cardholder enquire about their missing card, instruct them to contact their issuing institution.

144.0 Protecting your business from fraud

Before you start using ANZ FastPay® Next Generation, please take the time to read through the Fraud Minimisation, Data Security & Chargeback Guide on anz.com. This guide is filled with detailed fraud information to help you protect your business.

4.1 Basic precautions

Don’t

• Allow the ANZ FastPay® Next Generation app or Card Reader to be used by unauthorised persons

• Let anyone service or remove your Card Reader without viewing proper identification

• Share cardholder information (e.g. card names or numbers)

• Position your Card Reader under a security camera or any other CCTV device.

Do

• Be alert to customers who appear nervous, overly talkative or in a hurry, carry the card loosely or by itself, have no means of identification, make purchases without regard to size, quality or price of goods, or ask to split transactions into smaller amounts.

• Watch customers who arrive on closing time, try to rush you or distract you

Suspicious of a transaction?

• Ask for photographic identification (e.g. driver’s licence or passport) and make sure the details match the cardholder’s name.

REMEMBER IT’S BETTER TO BE SAFE THAN SORRY

If you remain suspicious, refund the credit transaction and ask your customer for a direct deposit or some other form of payment (particularly for large value sales). Never place yourself at risk as your safety comes first. And be sure to report all fraudulent activities to the police immediately.

anz.com

ANZ FastPay® Next Generation for iPhone may only be downloaded to an iPhone or iPad with iOS 7 or later software. ANZ FastPay® Next Generation for Android is compatible with devices running Android 4.3 and above. Apple, the Apple logo, iPhone and iPad are trademarks of Apple Inc., registered in the U.S. and other countries. Android™ is a trademark of Google Inc. iPhone and iPad are trademarks of Apple Inc. registered in the U.S and other countries. App Store is a service mark of Apple Inc. anz.com Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. ANZ FastPay® is a registered trademark of ANZ. ANZ’s colour blue is a trade mark of ANZ. Item No. 91898C 10.2016 W552264