Help & Support

Before applying for a merchant facility for your online store, you’ll need to make sure that your website is ready to be integrated with our payment gateway and merchant facility.

You’ll need to include the following information on your ecommerce website.

1. Business details

Business trading name

Your business trading name must stand out clearly on your website, for example as part of your header or logo. If anything other than your business trading name appears on customer statements, you’ll need to let us know why, as this could cause confusion for customers and unnecessary transaction disputes.

Physical address of your approved place of business including country

If you mostly operate from a personal residence, you only need to provide the city and county, rather than the specific address.

Clearly state you’re a New Zealand based business

Throughout all stages of the shopping and checkout process, customers need to be aware that they are buying goods or services from a New Zealand company.

Contact details for customer queries

Clearly show how customers can get in touch with you. You’ll need to supply either:

• an email address, and one other form of contact such as phone, social, or mailing address; or
• a mailing address and phone number.

Website domain registered to your business

If you’re unable to register your website to your business, you’ll need to provide supporting documentation such as an invoice for the domain/URL in your business name.

2. Goods, services and policies

Clear descriptions of the goods and services you offer

Prices must be clearly stated in New Zealand dollars.

If you’re using CurrencySelect, which lets your international customers pay you in New Zealand dollars, but they’re debited in a currency that they know. you’ll need to clearly display the approved foreign currency that you offer.

Delivery, return, refund and cancellation policies

Your terms and conditions should clearly outline each of these policies to avoid confusion for your customers.

Your delivery policy needs to include what happens if there are multiple shipments, or if the delivery is delayed. In the case of delays, it’s important to notify your customer and give them the option to cancel the order and receive a refund.

Include a way for customers to accept your terms and conditions. This could be a click-to-accept button, check box, or space for a digital signature on the pages before checkout.

Details of any applicable New Zealand export or legal restrictions

If you’re selling any goods or services that are subject to restrictions, you must provide details on your website. For example liquor sales require your customer to be at least 18 years of age, and you must display your liquor licence.

Statement of billing frequency

If you offer subscription billing as a payment option, this should be located wherever your customers enter their payment details.

3. Payments and security

Payment options including card scheme logos, for all cards accepted

You need to provide a choice of card payment options and include full colour, equally sized logos for each card brand. Refer to the individual brand websites for their approved logo guidelines.

• Mastercard
• Visa
• American Express
• UnionPay International

Customer card security code value for verification

Your payment page must have a field for customers to enter their card security code (CVV2/CVC2/CVN2) along with their other card details. It is important that you never store this information.

State how you will protect cardholder account details

You must have a privacy policy, and it must outline the steps you take to protect your customer’s information, including their card data and personal information. This is required under the Privacy Act, however providing specific details about how you keep customer information safe will also encourage trust in your brand.