Getting started with Internet Processing can seem like a daunting endeavour, to help simplify the process here are answers to some of the more common questions.

Does eMatters do pre-authorisations?

eMatters supports the complete suite of PreAuth and Completion transactions.

Can we use the solution provided by my bank?

Most banks offer a similar solution to that of eMatters; however their suite of features is far more limited than eMatters.
eMatters is also bank independent, allowing you to move from one bank to another without having to make any changes to your website.

Do we need our own Merchant Agreement?

Yes, all gateways will require your own Merchant Agreement. This agreement ensures you receive funds, in full within 24 hours.

What is the minimum contract period?

Our standard agreement is 12 months. However only 1 months notice is required if you wish to suspend your account.

How much is each transaction?

We have a number of different pricing structures depending on how many transactions you do each month. These are available under our Price List tab, or you are welcome to contact us to discuss pricing options.

Do you send receipts to our customers?

eMatters emails each customer with a customised receipt, as issued from the bank. It includes their Name, email Address and Reference number. A copy of this is also sent to your administration email, to allow for cross-referencing.

How does eMatters get paid?

As per your pricing policy, eMatters is paid on the last business day of each month. Every Merchant is required to sign a DDR form, allowing periodical debits from your nominated account. This information is included in the Merchant Kit provided at Application.

We accept cards manually. Why change?

Changing to eMatters provides simpler processing and reduced fees. Banks can charge up to 9.9% if you use a manual machine, plus telephone line rental. eMatters eliminates all the hassle and allows you to obtain a reduction in your bank fees - sometimes even under 1.2%. Also, if you process manually, you cannot sell your goods over the Internet or easily process recurring transactions.

We bank with another bank, do we need to change?

No. You do not need to change your banking requirements. All accounts can be held with the bank of your choice, we do not require you to change banks or use a particular bank.

How long does the setup process take?

Once you lodge your application form, you will be given immediate access to our test system. We provide this as a free service so you can familiarise yourself with our system. We recommend you allow 3 weeks from the time you lodge your application with us until the bank issues you with live Merchant and Terminal Numbers and your service becomes live.

Do we have to contact the bank ourselves?

No, part of our offering is that we will assist you in the acquisition of your Merchant Agreement. After completing your Application Form we will start the process with the correct department of your chosen bank. Most banks will then contact you based on the information provided by eMatters.

Can we process refunds?

Yes, a refund can be processed against a corresponding purchase.

How do I make my eMatters account active?

You will have been sent a Welcome Email with your eMatters account code, or user name. You will need this information and a password that will also be issues by eMatters. Once you have this information simply follow the instructions in the Welcome Email to activate the account and start processing live transactions.