When a customer wishes to pay over the phone or via a mailed invoice, businesses rely on manual terminal entries to process the payment without the physical card present. Processing a Mail Order/Telephone Order (MOTO) directly through your Westpac EFTPOS machine allows you to securely finalize these remote sales.
You will generally need to have the MOTO feature specifically approved and enabled on your merchant facility before the terminal will accept manual keystrokes. Because these transactions carry a higher risk profile than tap-and-go payments, understanding the correct terminal flow helps protect your business from processing errors.
| Category | Details |
|---|---|
| Available Methods | Terminal keypad entry for Mail Order / Telephone Order (MOTO) |
| Typical Processing Time | Standard merchant settlement times (typically next business day) |
| Eligibility Requirements | MOTO facility must be approved on your Westpac merchant account |
| Key Requirements | Customer card number, expiry date, CCV, and purchase amount |
To make manual transactions on EFTPOS machines a customer should:
- Push the Menu key
- Choose Transactions
- Choose Purchase
- Choose the correct Merchant ID if it is necessary
- Enter the sum
- Tap, insert, or swipe the payment card
Troubleshooting Common Terminal Issues
Terminal Requires Supervisor Passcode
Cause: To prevent unauthorized staff from running high-risk remote payments, many terminals require a manager's passcode to unlock the manual entry screen.
Fix: Type your store's 4 to 6-digit supervisor PIN when prompted by the terminal to authorize the transaction.
Fallback: If you have forgotten the PIN, call the Westpac merchant helpdesk to securely reset your terminal's administrative passcode.
Terminal Connection Timeout
Cause: The EFTPOS machine may lose its Wi-Fi or cellular network connection while trying to verify the typed card details with the issuing bank.
Fix: Restart the terminal by holding the power button, or switch the device from Wi-Fi to the backup cellular network via the settings menu.
Fallback: If the screen continues to display a connection error, contact Westpac technical support to run a diagnostic check on your machine.
MOTO Transactions Disabled Error
Cause: The manual entry feature is restricted and currently turned off on your specific merchant facility for security and compliance reasons.
Fix: Review your original merchant agreement documents to check if telephone and mail orders were requested during setup.
Fallback: You will need to call the Westpac merchant services team to formally apply for MOTO access before the terminal will allow manual keystrokes.
Pro-Tip: To reduce the financial risk of chargebacks on remote orders, it usually helps to record the customer's contact details and retain a signed invoice or an email confirmation of the purchase. Since manual entries lack the cryptographic security of a physical chip, having written proof of the order supports your case if a transaction is disputed.
Frequently Asked Questions
Why did the terminal decline the manual transaction?
If you type the customer's card details over the phone and the screen says 'Declined', the bank's security network has rejected the data. The system verifies the card number, expiry, and CCV against the issuer's database, looking for insufficient funds or potential fraud blocks. Fraud detection is notably stricter for manual entries, meaning even a minor typo or a slightly outdated CCV will trigger a rejection. Ask the customer to double-check their card details, specifically the security code and expiry date, before you attempt to process the payment a second time.
How do I handle refunds for a manual payment?
When a customer cancels their telephone order, you may need to reverse the manual charge. Terminals typically process refunds by sending a credit request back to the original card network, drawing the funds from your merchant settlement account. Most standard terminals require a specific supervisor password to authorise a refund, which prevents unauthorized staff from sending money out of your business account. Select the refund option from the terminal menu, enter your supervisor PIN, and type in the original card details to initiate the reversal.
Can I process a manual transaction if the physical card is damaged?
If a customer is standing in your store but their card's chip and magnetic stripe are broken, you might decide to type the numbers in manually to save the sale. However, terminals treat any typed number as a 'Card Not Present' (MOTO) transaction, regardless of whether the customer is physically there. If your merchant facility is only approved for standard retail transactions, typing the numbers will result in a terminal error, as MOTO requires a separate permission level. Check your merchant agreement or call the Westpac helpdesk to confirm if manual entry is enabled on your terminal profile before attempting this workaround.
