Maintaining a steady supply of thermal paper rolls is necessary for the continuous operation of your EFTPOS terminal. When your terminal is low on paper, receipts cannot be printed for customer transactions, which may hinder your ability to provide proof of purchase or manage end-of-day settlement reports.
Westpac provides merchant support services to assist with ordering consumables like paper rolls. It is helpful to plan your stock levels ahead of time to account for delivery windows, ensuring you do not run out during high-volume trading periods.
| Category | Details |
|---|---|
| Methods | Merchant Support phone line, business online portal, or via your relationship manager. |
| Processing Time | Orders are typically dispatched within a few business days. |
| Eligibility | Available to all active Westpac merchant facility account holders. |
| Key Requirements | Merchant ID (MID), current shipping address, and terminal model details. |
A customer can order the rolls at Westpac Bank in one of the following ways:
- via online order system
- by phoning 1800-029-749
Troubleshooting Common Issues
MFA and Login Issues: If you cannot log in to your business online portal to place an order, ensure your multi-factor authentication (MFA) device is synced. If you are locked out, contact the business banking help desk to reset your credentials, as this is the primary way to verify your identity for merchant-level requests.
Browser or App Errors: If the order portal fails to load or returns a server error, clear your browser cache or try an alternative web browser. If the issue persists, the digital storefront may be undergoing maintenance, and placing your order via the phone support line is a reliable alternative.
Locked Account or Access: If your account has been restricted from placing supply orders, this may be due to an administrative lock on your Merchant ID. Contact your relationship manager or the general business support line to identify the cause, as they can manually lift holds once your account status is verified.
Pro-Tip: Check your terminal's 'low paper' indicator regularly. Many merchants find success by keeping a 'buffer stock' of at least two boxes on-site at all times. This prevents the need for urgent orders when you are down to your last few rolls.
Frequently Asked Questions
Q: Why did my paper roll order not arrive within the expected timeframe?
Shipping delays can occur due to courier volumes or incorrect address details on file. If your order is significantly overdue, check your order confirmation email for a tracking number. If you did not receive a tracking number, contact the merchant support team with your order reference to confirm the dispatch status and verify the delivery address.
Q: Can I purchase paper rolls from a local store if I run out?
If you are in urgent need, you may be able to purchase generic thermal paper rolls from office supply retailers, provided the width and core size match your terminal's requirements. Note that using non-standard or low-quality paper may occasionally cause feed errors or print-head damage. If you do this, keep a small stock of official rolls on order to return to the manufacturer-recommended consumables.
