eftpos Member Support (eMS) is eftpos’ 24/7 operations team based in Australia.
eMS is a Member facing service delivery team responsible for the day-to-day operations of the eftpos Hub and related services, providing support for our Members on the below:
- Cash out
- eftpos Mobile (Apple Pay Google Pay)
- eftpos perks
- eftpos Hub
- eftpos Disputes and Chargebacks
- eftpos Settlement Service
At 7.20am on 9 September 2014 the first consumer transaction was made across the new eftpos Hub at a newsagent in Freshwater, on Sydney’s northern beaches. It was the first of billions of transactions that will flow through the new Hub and it marked a significant milestone for both eftpos and the Australian payments industry.
The eftpos Hub links the entire Australian payments industry through a central point for eftpos transactions. It will process eftpos transactions for merchants and consumers, no matter where they are across the nation.
The Hub replaces a network of complex bilateral links between financial institutions and merchants that existed since eftpos was first launched as a product in Australia almost 30 years ago.
The new infrastructure aims to bring new eftpos payments products, such as online, contactless and mobile payments, to market significantly faster and more efficiently than could be achieved with bilateral links. It is now also processing ATM transactions for a number of Members.
Why? Because the Hub will simplify the eftpos network. It means that participants will only need to do system changes once via a single eftpos Hub link to support new or enhanced eftpos products, rather than having to make multiple changes on numerous bilateral links.
eftpos Disputes and Chargebacks
eftpos has implemented a centralised disputes and chargeback workflow tool that facilitates the banks’ consistent and prompt resolution of a consumer’s dispute, as it relates to an eftpos transaction.
To support consumers’ ability to dispute an eftpos transaction, the following process guide “how to dispute an eftpos transaction” provides simple steps to follow, outlining who to contact, when and examples of reasons for disputing an eftpos transaction, including expected timeframes for resolution.
In all situations, the consumer has the ability to raise a disputed eftpos transaction with any eftpos Member.
eftpos Settlement Service
The eftpos Settlement Service (eSS) is a core function that leverages the benefits of the eftpos Hub processing service to drive increased value to Members and the Australian Payments Industry.
eSS enables the centralised settlement of eftpos transactions processed via the eftpos Hub. eftpos determines the multi-lateral net settlement obligation for each Member, and initiates the settlement of those obligations through instructions to the Reserve Bank’s Information and Transfer System (RITS).
The service is designed to deliver increased efficiencies for Members’ internal business operations, removing legacy complexities to make the process easier and less onerous, especially when managing industry change.
The service is made possible through the recent completion of the eftpos Hub project. With all foundation and most new Members now processing eftpos CHQ and SAV transactions through the eftpos Hub, the ability to deliver value added services that drive operational efficiencies and reduces the cost of change, is key to our value proposition.
Later this year, eSS will include the movement of funds for closed disputed transactions when the new eftpos Disputes and Chargebacks Service is launched, streamlining the process for dispute management.