Surcharging
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      Surcharging FAQs

      Frequently asked questions about surcharging

       

       Want to enable surcharging on your EFTPOS terminal? Call 0800 338 767 (option 3) or contact us here.

      What is surcharging and how does it work?

      When surcharging is enabled, your EFTPOS terminal displays a “Surcharge May Apply” message during Purchase transactions. When a customer taps or inserts their card, the terminal detects the card type and applies the appropriate surcharge based on your pre-set rates. The terminal displays the surcharge and prompts the customer to accept it — this prompt can be disabled for contactless transactions if preferred.  Surcharges can only be applied to transactions that incur additional costs to you as a merchant — typically credit card and contactless transactions. Transactions that do not incur these costs (e.g. EFTPOS/cheque/savings) must not be surcharged.

      How much should I surcharge?

      Your surcharge should reflect the actual cost of accepting that payment method. In most cases, this means your Merchant Service Fee (MSF) charged by your acquiring bank.

      Which transactions can I surcharge?

      You can surcharge transactions that incur a Merchant Service Fee — typically when a customer:

      • Taps their card or mobile wallet (Apple Pay, Google Pay)

      • Swipes/inserts a card and selects Credit

      You cannot surcharge when the customer selects Cheque or Savings, as these are free for you to process. Eligible schemes include Visa, Mastercard, UnionPay, AMEX, JCB, and mobile wallets.
      Differential Surcharging automatically adjusts the surcharge based on card type and payment method.

      Can I apply a surcharge to a Manual/MOTO transaction?

      Yes — but only if the customer:

      • Is informed of the surcharge before completing the transaction

      • Is told the rate, amount, or method used to calculate it

      • Has the opportunity to cancel the transaction before it proceeds

      Can I turn surcharging on and off?

      Once surcharging is enabled, it applies automatically based on the rules you’ve set — you can’t toggle it per transaction (except for MOTO, using Surcharge Override).

      When configuring your solution, you can choose to:

      • Set minimum or maximum purchase values

      • Set minimum or maximum surcharge amounts

      • Choose which card types or schemes to surcharge

      Can I just surcharge contactless transactions?

      No — surcharging can't be limited to contactless transactions only. However, Differential Surcharging automatically applies a lower rate for contactless debit cards (e.g. domestic cards) and a higher rate for credit or international cards.
       
      If I refund the transaction, do I have to include the surcharge?
      It’s up to you. However, if you receive an MSF credit on refunded transactions, we recommend also refunding the surcharge.
       
       Do I need to tell my customers about the surcharge?

      Yes — surcharges must be clearly disclosed before the transaction is processed.

      You must:

      • Display signage near your Point of Sale and elsewhere in your premises

      • Use at least Arial 10-point font

      • Disclose the existence and reason for the surcharge (but not attribute it to a card scheme, Eftpos NZ, or any third party) 

      • In online or phone transactions, clearly communicate the surcharge before the transaction is processed

      Is there anything else I need to do?

      Yes — your surcharging practices must comply with the Retail Payment System Act 2022, monitored by the Commerce Commission.

      Learn more about your merchant obligations here.

      Can I make changes once the solution is set up?

      Yes — we’ll configure your solution to suit your business from the start, but we’re happy to make changes at any time. Just call 0800 EFTPOS (option 3).