Merchant FAQs

Guide to Acceptance and Usage of Cashless Debit Cards.

Do I have to use the POS terminal device to authorise every Cashless Debit Card presented?

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Yes. The Debit Card transaction must be processed through your terminal when a purchase is being made with this card.

Where can the Cashless Debit Card be used?

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The Cashless Debit Card can be used at any merchant that accepts Visa or eftpos cards, except merchants that sell Excluded Goods and/or Services as defined under the relevant legislation that have not entered into a Merchant Agreement with Indue (classified as Mixed Merchants). Purchases on the internet with a Cashless Debit Card can be made at a number of identified eCommerce merchants only, a list of which is available online at www.indue.com.au/dct. New Merchants can be added to the approved list, should they meet the requirements, by emailing dct@indue.com.au.

Can a Merchant that sells Excluded Goods and Services be included in the program?

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Yes, a merchant whose main activity is not selling Excluded Goods and Services can complete and submit a Merchant Application Form to Indue for consideration.

Can the Cashless Debit Card be used for Card Not Present transactions?

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Yes, the Cashless Debit Card can be used for purchasing goods and services through eCommerce (online) merchants and for over the phone and mail order purchases subject to the goods and/or services being purchased not being Excluded Goods and Services. New Merchants can be added to the approved merchant list, should they meet the requirements, by emailing dct@indue.com.au.

What are the Excluded Goods and Services that cannot be purchased using a Cashless Debit Card?

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Excluded Goods and Services include:

  1. All Alcohol/Grog products
  2. Gambling products and services as defined under the Interactive Gambling Act 2001, however Scratchies and Lotto tickets are able to be purchased using a Cashless Debit Card
  3. Visa/Mastercard/EFTPOS gift/reloadable physical and/or virtual card products that may provide the cardholder with access to cash, alcohol and/or gambling products.

Is the Cardholder required to enter a PIN?

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Yes. A 4 digit PIN will be required to be entered on the pinpad by the Cashless Debit Card cardholder for the transaction to be validated for all purchases, except for purchases under $35 at particular merchants.

Can these Cards be used in an offline situation?

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No, if your POS system or the network is not operating, i.e. it is offline, then the Cashless Debit Card cannot be used for payment of goods and services. It is recommended that you request the cardholder use another form of payment or return when the system is online.

What do I do if the Cashless Debit Card purchase transaction is declined?

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These cards are to be treated as per any other Visa/MasterCard Debit Card product however we recommend that you check the following:

  1. The network may be offline. Request the customer to provide another payment type or come back when the payment system is up. The Cashless Debit Card is not to be processed when the system is offline as a PIN is required to be entered for the transaction to be validated.
  2. The card’s magnetic stripe may be damaged (a damaged card message will appear on the pinpad screen). Advise the cardholder that they will need to contact Indue.
  3. There may be insufficient funds left on the card for the transaction (as will be the response message on the terminal). Request the customer to provide another form of payment.

Can a refund transaction be made onto a Cashless Debit Card?

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Yes, these cards are to be treated as per any other Debit Card, i.e. refunds to a Debit Card should only be performed for purchases made with that Debit Card. No cash is to be provided as a refund whereby the purchase has been made with a Cashless Debit Card.

Can a Cashless Debit Cardholder withdraw cash with their Card?

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No, cash is not accessible through the Cashless Debit Card. No merchant should provide cash out with or without purchases or as a refund.

Can change be given on a Cashless Debit Card transaction?

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No, the value of the goods purchased should be the amount processed to the card. These cash is to be provided to the cardholder through a Cashless Debit Card transaction.