When a customer makes a payment with Tap to Pay, the fees are deducted from the payment and the balance will be settled in your nominated bank account within 2 business days. The payment and fee will be automatically recorded in the categories you chose when you set up Tap to Pay.
Choose categories to record payments
When you take payments with Tap to Pay, they’re automatically recorded in the Payment category and Fee category you chose when setting up Tap to Pay. These categories take care of the accounting side of the payments and fees, so you don’t have to record them manually.
Typically the Payment category is an asset category that represents the business bank account where your customers’ payments are settled. The Fee category is an expense category that’s there to simply keep track of the fees. Unlike the payment category, it doesn’t represent a bank account.
What happens when a customer disputes a payment
If a customer sees a transaction on their bank statement that they don’t think looks right, they can raise a dispute with their bank. If they dispute a payment from one of your sales, we’ll send you an email with details of the dispute.
You’ll need to reply to the email with proof that you supplied the goods or services as was expected and agreed to. The customer’s bank will then review the documentation to determine if the transaction needs to be reversed, also known as a chargeback.
Troubleshooting payments
What can I do if my customer's payment fails?
Check your internet connection and phone settings
Make sure you have a stable internet connection. If Wi-Fi is available, it may provide a more stable connection.
Check that location services are turned on for the app.
These steps may differ depending on your phone.
Open Settings.
Open Location.
Allow location services for the app.
For Android phones, also check that your phone has NFC turned on.
These steps may differ depending on your phone.
Open the Settings app.
Search ‘NFC’. If you can’t find NFC settings, your phone can't take contactless payments and will not be able to use Tap to Pay.
Turn on NFC settings.
Check with your customer
The payment will not work if the customer
pays with AMEX
has insufficient funds in their account.
Nothing happens when my customer taps
If your customer is tapping their card or payment device (phone or smart watch) to your phone and nothing happens, there are a few things to consider.
First, make sure they’re tapping their card or device on the right spot on your phone. If you’re using an:
iPhone – ask them to tap at the top of your phone
Android phone – ask them to tap behind your phone under the contactless symbol that appears when you’re taking payment.
Next, if your customer is using a physical credit or debit card, make sure that the card the customer is paying with is contactless. Contactless cards will have the same symbol on them as the symbol that shows on your screen when you’re asking them to tap.
If the card is contactless and still nothing happens, your customer may have an issue with their card. It could be damaged, so they may need to contact their bank.