Commonly asked questions
Statements
Simple Merchant Plan statements
Interchange Plus statements
Merchant security hub
Fraud is on the rise, and can happen to any business that accepts payments. Learn the steps that you and your employees can take to help protect your business from merchant fraud.
Downtime & outages
Using Store & Forward
- CommBank’s Store & Forward feature means you can keep taking card payments with your EFTPOS terminals, even when your terminal is unable to connect to the bank
- Store up to 100 transactions if your terminal’s connection to the bank drops out
- Once you’re reconnected, these transactions automatically get forwarded to the bank for processing
- Make sure you keep all your offline receipts as back-up
Using Manual Vouchers
Within your welcome kit bag you've been provided with Manual Vouchers to process transactions when your terminal is offline. You can order more Manual Vouchers at the stationery store.
You should use a Manual Voucher if:
- You're unable to process transactions electronically
- CommBank has instructed you to process transactions manually
- You've had a power or communications outage
Download a guide
- Downtime processing guide for the Offline Voucher and Merchant Summary Voucher (both black and white)
- Downtime processing guide for the Merchant Sales (blue) and Merchant Summary (brown) vouchers
EFTPOS & ecommerce user guides
Albert how-to videos
A range of videos that help you get the most out of your Albert terminal.
BPOINT, Simplify & Commweb
Merchant Agreement & forms
Current Merchant Agreement
Terms and conditions that all new merchant customers receive when they open a merchant facility.
Financial Services Guide
Information about CommBank, the services and types of products we can offer you, how we get paid for them, and how we handle internal and external complaints.
Maintenance forms
Download Change of bank account details form
Download Refund limit change request form
Send completed form to:
Fax: 1300 309 194, or
Email: merchantmaintenance@cba.com.au
Who to call
Overseas? Call +61 2 9009 0593.
You can also locate your local Business Banker
Things you should know
As this advice has been prepared without considering your objectives, financial situation or needs, you should, before acting on the information, consider its appropriateness to your circumstances. Please view our Merchant Agreement, Financial Services Guide and Operator and User Guides above.
