ANZ PAYMENT SERVICE FREQUENTLY ASKED QUESTIONS September 2014

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1 ANZ PAYMENT SERVICE FREQUENTLY ASKED QUESTIONS September

2 Please refer to the Frequently Asked Questions below for further information relating to the ANZ Payment Service. SELECT A QUESTION: About the ANZ Payment Service 1. What is the ANZ Payment Service? 2. Who can use the ANZ Payment Service? 3. Can I use the ANZ Payment Service all the time instead of ANZ Transactive? 4. What are the terms and conditions for using the ANZ Payment Service? 5. What does the ANZ Payment Service look like? 6. What are the risks when using the ANZ Payment Service? Using the ANZ Payment Service 7. How do I get set up to use the ANZ Payment Service? 8. How do I access the ANZ Payment Service? 9. How will I know when the ANZ Payment Service is available instead of ANZ Transactive? 10. Will clients need to get their IT departments to unblock the site so users can access it? 11. What services are available through the ANZ Payment Service? 12. What information do I need to use the ANZ Payment Service? 13. Where can I find my Direct Entry (DE) or APCA User ID? 14. How do I use the ANZ Payment Service? 15. Why do you request an address and contact phone number? 16. What happens if I don t include my contact details? 17. What happens if I m part way through a payment when ANZ Transactive becomes available? 18. What are the acceptable file formats that may be uploaded to the ANZ Payment Service? 19. What are the exchange rate options when using the ANZ Payment Service to enter an International payment? Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 2

3 Payment Processing 20. How long will it take to process my payments? 21. How can I make sure my payments are processed quickly? 22. What happens if there is an error or missing information in my payment files? 23. What will happen to my future dated and recurring payments in ANZ Transactive when the ANZ Payment Service is switched on? 24. How do I avoid duplicate payments once ANZ Transactive is available again? Payment Tracking 25. What confirmation does ANZ send me once I have submitted my payment? 26. How do I track my payments when the ANZ Payment Service is no longer switched on? 27. How will I know when my payments are processed? 28. What are the different confirmation messages I might receive? 29. Will files uploaded to the ANZ Payment Service be viewable in ANZ Transactive? Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 3

4 About the ANZ Payment Service 1. What is the ANZ Payment Service? The ANZ Payment Service is the alternative application for lodging electronic payment instructions when ANZ Transactive is unavailable. 2. Who can use the ANZ Payment Service? All existing ANZ Transactive security device users can logon to ANZ Payment Service and upload payments. See Question 7 for more information about security devices. 3. Can I use the ANZ Payment Service instead of ANZ Transactive all the time? No, the ANZ Payment Service does not provide the full range of services that are available in ANZ Transactive and is only switched on when ANZ Transactive is unavailable. Please speak to your ANZ Representative if you would like to discuss alternatives to ANZ Transactive. 4. What are the terms and conditions for using the ANZ Payment Service? Use of the ANZ Payment Service is covered by your existing ANZ Transactive terms and conditions. Please speak to your ANZ representative if you require a copy of your terms and conditions. Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 4

5 5. What does the ANZ Payment Service look like? The image below shows the page when the ANZ Payment Service is unavailable. Note, the Make a Payment icon is greyed out and not clickable when ANZ Transactive is available. The image below shows the page when the ANZ Payment Service is available. Note, the Make a Payment icon changes to blue and becomes clickable. Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 5

6 6. What are the risks when using the ANZ Payment Service? We have designed the ANZ Payment Service as a robust solution to ensure payments can be made, but there are risks inherent in any such application which you should be aware of and take steps to minimise, for example: There is a risk that your Users may upload or enter unauthorised payments. There is the opportunity for duplicate payments within submitted files as a consequence of you using (or having used) both the ANZ Payment Service and ANZ Transactive to submit the same payments. The possibility that data errors may exist in the files you submit Customers should pro-actively monitor the activities of their Users who are authorised to use the ANZ Payment Service. This includes ensuring that the Users have sufficient seniority and internal authority to submit the relevant payments, and that they use this service in a responsible manner. We recommend you reconcile all payments as soon as possible. This is even more important after a period where ANZ Transactive is unavailable. Using the ANZ Payment Service 7. How do I get set up to use the ANZ Payment Service? There is no additional user set up required; when you are given your security device access to ANZ Transactive you are also set up for the ANZ Payment Service. A security device is a physical token, USB or smartcard you use to logon to ANZ Transactive. The image below shows each of the acceptable security devices. Pin pad token Smartcard (USB) Smartcard (card) Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 6

7 8. How do I access the ANZ Payment Service? A permanent link to the ANZ Payment Service can be found on ANZ Transactive Resource Central under the ANZ Payment Service heading. 9. How will I know when the ANZ Payment Service is available instead of ANZ Transactive? ANZ will notify you when the ANZ Payment Service is available via any of the following: A message on the ANZ Transactive login page A URL redirection; or Through the ANZ Customer Service Centre The ANZ Payment Service will not be available to accept payment instructions unless ANZ Transactive is unavailable and ANZ has determined there is a need to switch it on for customers. 10. Will clients need to get their IT departments to unblock the site so users can access it? No, clients should not need to make any changes to their safe domains list as the ANZ Payment Service is on the ANZ.com domain. The ANZ Payment Service is built on the same infrastructure as ANZ Fileactive and has been put through the normal penetration and security testing required prior to an application being released to market. 11. What services are available through the ANZ Payment Service? ANZ Payment Service provides the following services: Upload and submission of bulk payment files (ABA, CSV) and MT101 files On screen entry and submission of International and same day cleared payments (Real Time Gross Settlement (RTGS) and SCP) Payment tracking The ANZ Payment Service does not provide the following functions available in ANZ Transactive: Use of existing payment templates Real time account balances Balance and transaction reporting To obtain a current account balance, please call the ANZ Customer Service Centre. Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 7

8 12. What information do I need to use the ANZ Payment Service? You will need to know: Your ANZ Transactive User Group and User ID Your Direct Entry or APCA User Id* Your funding account BSB and account number** *New Zealand domestic files do not require this information. **You will only require this information if your ABA files do not already include these details. We also recommend you note down your ANZ Representative s name for quick reference. 13. Where can I find my Direct Entry (DE) or APCA User ID? When ANZ Transactive is offline users with system generated files can find their DE User Id in the header of the ABA file or accounting system. Users without system generated files will need to call the ANZ Customer Service Centre to obtain their DE User ID. Alternatively, when ANZ Transactive is available, you can take a screen shot of all your accounts and the associated DE User IDs. To take a screen shot, go to the Create a Payment screen in ANZ Transactive and click on the lookup icon next to the Direct Entry ID field (circled in the image below) to view all your available accounts and the DE User ID associated to the account. A pop-up will appear listing all your available Direct Entry IDs and the accounts linked to them. Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 8

9 14. How do I use the ANZ Payment Service? When the ANZ Payment Service has been switched on and you are directed to it, you will be prompted to provide your ANZ Transactive security and contact information before being given access to submit your payments. After authentication you will be able to choose from the following payment options: Upload Payment File(s) AU and NZ Domestic payment formats, MT101 files Enter an RTGS Payment Instruction on screen entry of single payment Enter an International Payment Instruction on screen entry of single payment 15. Why do you request an address and contact phone number? We use your contact details to contact you about your payment files. From time to time there are issues with payment files which mean we need to contact you. Providing current contact details will help us in the event we need to contact you urgently. We also use these details to send you confirmation advice and your payment request number for payment tracking purposes. We will only use this information to contact you in relation to your payment files. For more information about how we use your information please see Privacy and Website security in the Help section on ANZ.com. You can update your contact details by requesting an ANZ Transactive Amendment Form from your ANZ Transaction Banking Account Manager. Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 9

10 16. What happens if I don t include my contact details? The contact details fields are mandatory fields, users who do not provide valid contact details will not be able to proceed to payment submission. 17. What happens if I m part way through a payment when ANZ Transactive becomes available? If you are mid payment submission you will be able to complete the transaction you are entering before being redirected to ANZ Transactive, once the ANZ Payment Service is switched off you will be redirected to ANZ Transactive the next time you try to enter a payment. 18. What are the acceptable file formats that may be uploaded to the ANZ Payment Service? The ANZ Payment Service will accept the following file formats for processing: ABA CSV NZ Domestic Payment files MT What are the exchange rate options when using the ANZ Payment Service to enter an International payment? When making an international payment you have the option to use either the market rate or enter the details of a pre-booked (contracted) rate. The image below shows the onscreen selection for entering the exchange rate option. You must know your Contract Id to use the Deal option. If you don t know your Contract id please call your dealer. Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 10

11 Payment Processing 20. How long will it take to process my payments? ANZ will use its best endeavours to process files and payments submitted via the ANZ Payment Service as soon as is reasonably practicable but cannot guarantee that processing will be completed in any particular timeframe. 21. How can I make sure my payments are processed quickly? There are two things you can do to make sure your payments are processed quickly: 1. Ensure files are properly formed and contain all the required information including funding account and Direct Entry or APCA User ID. 2. Allow a short delay between submitting account transfer requests and payment requests. This will help ensure funding accounts have been credited with transfers and have the required funds to support payment requests. 22. What happens if there is an error or missing information in my payment files? Files that contain errors or are missing information will be referred to an exception queue for review by an ANZ Operations specialist. This is required to protect you and the ANZ against misuse of ANZ Payment Service. A member of the ANZ Payments team may contact you to request additional information or discuss the errors in your file. 23. What will happen to my future dated and recurring payments in ANZ Transactive when ANZ Payment Service is switched on? Recurring and scheduled payments that have been approved in ANZ Transactive will be processed as per your instructions. For recurring payments that have not been approved you have two options: 1. Wait until ANZ Transactive becomes available to approve them; 2. Submit a payment via the ANZ Payment Service for processing and reject the original payment in ANZ Transactive when it becomes available. Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 11

12 24. How do I avoid duplicate payments once ANZ Transactive is available again? Do not re-submit any payments you have lodged via the ANZ Payment Service as we will continue to process payments for which you have received a request number even after ANZ Transactive is restored. Payment Tracking 25. What confirmation does ANZ send me once I have submitted my payment? When a payment is successfully submitted to ANZ via the ANZ Payment Service the system will provide you with the following confirmation advice via the following methods: An on screen message with a request reference number An SMS (text) message An 26. How do I track my payments when the ANZ Payment Service is no longer switched on? Once ANZ Transactive becomes available you will no longer be able to lodge payments through the ANZ Payment Service. Tracking of payments will still be available via the home page of the ANZ Payment Service. Alternatively you can use the Balance and Transaction reporting function within ANZ Transactive to review your payment history. Payments made via the ANZ Payment Service will be reflected in the transaction report but will contain minimal information. 27. How will I know when my payments are processed? You can track your payments by going to the Payment Tracking page and entering your Request Number. This will show you whether your payments are being processed or have been completed. You will also receive an SMS and notification once your payment has been completed. 28. What are the different confirmation messages I might receive? Your payments may appear in one of two states: Processing your payment is awaiting processing. Completed your payment has been sent to the system for fulfilment. Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 12

13 29. Will files uploaded to the ANZ Payment Service be viewable in ANZ Transactive? Files uploaded into the ANZ Payment Service will not be available in ANZ Transactive. You should keep a copy of your files for your own reference. Audit information and copies of files can be obtained by making a formal request through your ANZ Transaction Banking Account Manager. Australia and New Zealand Banking Group Limited, ABN ANZ Bank New Zealand Limited 13