Payment card information for suppliers

Payment cards are an easy way for our clients to pay for items and services from suppliers. You need to be registered with us to receive payments from a payment card. You can register to become a supplier here.

The card looks like a green EFTPOS card.

To get money onto a payment card, a client must apply through us first. If their application is granted we'll load the amount they need onto the card – this is usually the exact amount they need. Payments are allocated to specific suppliers – for example a payment for food will only work at suppliers registered as food suppliers.

The money will stay on the card for 7 days from the day it was loaded - for glasses the money will be on the card for 28 days. After this the payment expires and the money cannot be used.

Payment card PINs

Customers can set a PIN quickly and easily online in MyMSD or MyStudyLink. It only takes a minute, and they can use the card straight-away.

• How to set a PIN - for Work and Income clients
• How to set a PIN - for StudyLink clients

If they can't set their PIN online, they need to call us:

• 0800 559 009 for Work and Income
• 0800 552 002 for people over 65
• 0800 88 99 00 for StudyLink.

They can also reset their PIN using the same steps above, if they forget their PIN or lock their card.

Since 23 September the last 4-digits on the card no longer work as a PIN.

You can also download and print this poster to help your staff with these changes:

How payment cards work

The card works like an EFTPOS card.

When the client comes to pay for their goods and services, follow these steps:

1. Set the payment up in your system as you usually would for payments made by EFTPOS.
2. The customer swipes the payment card through the EFTPOS machine and selects the 'CHQ' option
3. The customer enters their payment card PIN
4. The EFTPOS terminal will ask you to 'accept with signature' – ask the customer to sign their receipt, and check this matches their signature on the back of the card. If it matches, approve the transaction as normal. If the signatures do not match then decline the transaction on your till.

Payment card rules

• Your business must be registered with us to receive payments via payment cards
• Payment cards cannot be used to buy:
  • alcohol
  • cigarettes, tobacco or vaping products
  • gift cards or vouchers (except for phone top-ups)
  • lotto tickets
  • non-essential appliances or electronics (such as an air fryer or gaming console).
• Payment cards cannot be used to withdraw cash, and customers cannot receive change.
• Refunds on return of goods must be credited to the card.
• Clients must sign their receipt when using a payment card. You must be satisfied the signature on the receipt matches their signature on the back of the card. If the signatures do not match, decline the transaction on your till.
• The customer should keep their payment card, in case they need to apply for other help later on.
• The money on the card is valid for only 7 days (28 days for glasses). After this it will expire - the customer will need to contact us if they need to renew it.

If a payment card declines

Issues at EFTPOS terminal

What your EFTPOS terminal says	What this means	What to do
Refer to card issuer	Customer needs to set a PIN.	They can set their PIN quickly online: Instructions for Work and Income clients Instructions for StudyLink clients If they can't set it online they can call us: 0800 559 009 for Work and Income 0800 88 99 00 for StudyLink.
Incorrect PIN	The customer has entered the wrong PIN	The customer can try entering their PIN 4 more times (5 times in total). After this the card will lock and they won't be able to use it. They can unlock the card by resetting their PIN or try again the next day (the card will unlock at midnight).
PIN tries exceeded	The customer has entered an incorrect PIN 5 times, and the card is now locked.	The customer can unlock the card by resetting their PIN, or they can try again the next day (the card will unlock at midnight).

A payment card transaction might decline if:

• You're not a registered Work and Income supplier – you can register with us online to become a supplier, but this can take a few days, so let the customer know this.
• Your EFTPOS terminal has changed – you’ll need to change your business details with us before you can accept the payment. Find out how to change your business details.
• The amount charged is more than the amount available on the payment card – the customer must reduce the amount being spent. They can also check the balance of the card in their MyMSD account.
• The payment has expired – payments only remain on the card for 7 days (28 days for glasses), the customer will need to contact us.
• The payment card has been cancelled or expired – the customer will need to contact us.
• The signature on the receipt does not match the signature on the back of the payment card. You must decline the transaction. 

Notice of credit letter

Sometimes we may need to give customers a Notice of Credit letter (sometimes called a “hologram letter”) to pay with, instead of a payment card.

These letters are proof that we have granted the customer money towards a purchase, and direct credited to the money to your bank account.

We may need to pay you using a Notice of Credit letter if:

• you don't use EFTPOS
• the EFTPOS network or our internal systems are down
• there's a state of emergency or natural disaster.

If this is the case we’ll discuss it with the customer when they apply for the payment, and give them the Notice of Credit letter then.

The Notice of Credit letter explains what the customer needs to purchase, and how much money we’ve paid to you by direct credit on their behalf.

This is an example of what Notice of Credit letter looks like:

Refunds

Refunds on return of goods must be credited to the card or direct to us. Refunds cannot be paid back to the customer directly. Find out more about refunds here:

If you need help

Customers can find out details about their payment cards in their MyMSD account. This includes:

• setting and resetting their personalised PIN
• checking the balance and expiry date of the payment on their card.

If a customer is having trouble with their card, they can call us and say 'online help' when asked what they're calling about. They'll be put through to someone who can help.

Or you can email us at cpu_suppliers@msd.govt.nz