Welcome to Ezidebit

Resources to assist in your transition

We're here to support you every step of the way

Hello! We’re glad you’ve made it to our resources page. We know that change can be scary, so we’ve curated information to help you with your transition to Ezidebit.

We want you to know that we are here to support you every step of the way. You can click here to be taken to the Contact Us page, here we outline all the ways you can get in touch with us. Phone, email, live chat, however you want to start the conversation, we’ll be standing by.

Below you will find an index to all the resources you’ll need to get you started.

Quick find


Click on any of the topics below to be taken directly to that resource.

Advising your customers of the change

New Features

New payment solutions 

Dishonour SMS/email notifications

Refunds

Frequently Asked Questions

Resources

Changes to Functionality

Direct debit forms

A change to terminology

Transaction fees

Dishonour / default fees

Dishonoured payments

New and Improved Features

integrated software
integrated software

New payment solutions

When your software is integrated with Ezidebit, the available payment options will depend on what your software supports.

- GymMaster - Direct Debit (Bank Account and Credit Card) and Real Time. If you are using GymMaster and would like to add real time payments, contact our Support team once your account has been transitioned.

- EZeMember Direct Debit (Bank Account and Credit Card)

- Client Connect Direct Debit (Bank Account and Credit Card)

We are working with Bookings Essential and Club Manager on the integration of direct debit functionality. If you are interested in other payment options, contact your software provider to discuss this option.

customer control
customer control

SMS / Email Dishonour Notifications

Ezidebit can send notifications to your customers via SMS and/or email completely free of charge when their payments have failed. This notification will advise your customers when any of their payments have failed.

Please check with your software provider to confirm that these notifications are supported.

fees
fees

Refunds

Ezidebit enables you to request a refund of a successful direct debit payment. You can only process refunds if your software allows this - please check with your software provider.

Any transaction that was originally processed by eDebit cannot be refunded through Ezidebit. If the request for refund is made within six months of the transition of the account from eDebit to Ezidebit, you can contact eDebit to discuss the refund process. Otherwise, the business will need to refund directly to the customer (e.g. bank transfer).

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Direct Debit forms

If your customers sign a printed direct debit form, you will need to start using an Ezidebit Direct Debit Request (DDR).

You can download your DDR from the EziOnline portal. You can create different versions of Direct Debit Forms to suit your business needs. Form creation can be completed on EziOnline in a few simple steps - you can watch our DDR Form "How To" video here.

Your login details for EziOnline will be sent to you on the day before your account is migrated.

Once your account has been migrated to Ezidebit, you will no longer need to email DDR forms. Please ensure you securely store signed DDR forms for up to seven years, as you will need to be able to provide a copy of the DDR form in the event a dispute is raised by your customers.

Top tips

A Change to Terminology

You will notice that there are a few changes in terminology that you may be used to within the webDebit portal. In the webDebit portal you are used to seeing clients, when you start to use the EziOnline portal you will see that we refer to them as payers. We’ve noted a few more of these changes below for easy reference.

webDebit portal: Client | EziOnline portal: Payer

WebDebit portal: Default Listing | EziOnline portal: Failed Payments Report

cash flow

Transaction Fees

Your Ezidebit account will be set up to match your existing eDebit fees as closely as possible. With eDebit you currently have the option to dictate who pays transaction fees (yourself or your customer) on an individual customer basis (or a combination of both for credit card payments).

In Ezidebit, each fee type is configured to be either paid by your business or paid by your customer.

As part of the migration, we will ensure your existing fee arrangements for each customer are retained. However for new customers added in Ezidebit, these will use the default that is applied to your account.

We will be working with eDebit to determine how your transactions are processed and who is paying the transaction fees the majority of the time, and your Ezidebit account will be configured accordingly. We will advise you by email how your account has been configured.

custom pricing

Dishonour/Default Fees

The standard dishonour fee in eDebit is $6.60, and this will be carried across to your Ezidebit account.

The way we charge the dishonour fee is a little different in Ezidebit.

If your webDebit settings for your eDebit account were set to ‘Add default amount & fees to client’s next scheduled debit’, when a payment is dishonoured and it is not a technical dishonour; Ezidebit will automatically attempt to charge the dishonour fee of $6.60 to the payer - we won’t charge you for this fee. When we are able to successfully collect the fee from your payer, it will appear on their statement with Ezi FailPay as the description.

EziOnline Admin Fee, Default Fees and Settings

Please be aware that Ezidebit doesn’t provide the ability to automatically add your own default fee onto rescheduled debits after a dishonour occurs. You can manually edit the rescheduled amount to add this on if needed.

Note that if a technical dishonour occurs (e.g. invalid BSB or account number, expired card), no dishonour fee will be charged.

If your webDebit settings on your eDebit account were set to ‘I will manage defaults’, when a payment is dishonoured and it is not a technical dishonour, we will charge you for the dishonour fee and deduct it from your next settlement.

EziOnline manage defaults

We don’t charge dishonour fees for technical dishonours.

fees

Dishonoured Payments

When a payment is dishonoured and the dishonour reason is due to an issue with the account/card (e.g. Incorrect Account Number, Lost/Stolen Card), this is referred to as a technical dishonour. In these circumstances, the payer record will be changed to a Hold status and no further payments will be processed until updated account/card details are provided.

For other dishonour types (i.e. Insufficient Funds, Refer to Customer), the payer record remains at an active status and payment processing continues as normal.

A list of possible dishonour reasons and the status that will be applied to the payer record is available in EziOnline and can be accessed by selecting Resources -> Documents -> Ezidebit Online Dishonour Codes and Reasons.

The topic of dishonoured payments can be quite complex. To make it easier to find exactly what you are looking for we have created a short guide that is available by clicking here.

Advising your customers that Ezidebit will be processing their payments

Your customers have signed a direct debit arrangement that authorises eDebit to process payments against their account/card. As their payments will now be taken by Ezidebit they will need to be advised of this change to their direct debit arrangement, and that Ezidebit will now be processing their payments on your behalf. We have prepared a template that you can use to email each of your customers, and it is available here for your convenience. This should be sent before your account transition is finalised.

Things to be aware of as part of your migration

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DDR Forms

If you use paper based DDR forms, you will need to print new Ezidebit DDR forms from the EziOnline portal. You will receive your username and password the day before your account is migrated. Log in to the portal and select Resources -> DDR Forms from the menu to access them.

If you want your business logo to appear on DDR forms, you can upload it by selecting Admin -> Client Logo from the menu.

FAQs

Will my software work with Ezidebit?

Will my software work with Ezidebit?

Ezidebit has existing integrations with a number of different software providers, including GymMaster, EZeMember and Client Connect.

We are also working closely with Bookings Essential and Club Manager so that there is no interruption to payment processing when you move across to Ezidebit.

What time does Ezidebit process payments?

What time does Ezidebit process payments?

Ezidebit has three billing runs each business day at 12:30 am, 6:30 am and 3:00 pm.

What happens to payments that are pending in eDebit when my account is migrated?

What happens to payments that are pending in eDebit when my account is migrated?

eDebit will continue to settle funds owing to you for any payments they have processed. If a dishonour occurs, eDebit will continue to email the details of the dishonours to you.

Will there be any disruption to the processing of payments for my customers when my account is moved to Ezidebit?

Will there be any disruption to the processing of payments for my customers when my account is moved to Ezidebit?

No. Ezidebit and eDebit are working very closely with your software provider to ensure that we seamlessly migrate your account. On the migration date, eDebit will process any payments due. Ezidebit will then start processing payments from the next business day.

Will the transaction fees change?

Will the transaction fees change?

Transaction fees, merchant service fees and dishonour fees will remain the same as your existing eDebit arrangement.

Refund fees will be reduced and you will pay a transaction fee for each refund.

SMS notifications for dishonoured payments will be sent free of charge.

Are there any additional fees?

Are there any additional fees?

There are no new fees that will be applied to your Ezidebit account.

How do I know how much Ezidebit has settled to my business each day?

How do I know how much Ezidebit has settled to my business each day?

Each morning, you will receive an email from Ezidebit that contains the amount that will be settled to you. You will be able to log in to EziOnline to view your settlement summary, which provides a breakdown of funds collected, fees deducted and the total amount deposited to your account. You can also drill down to view each of the transactions that are available in the settlement.

Does Ezidebit send an invoice for transaction fees?

Does Ezidebit send an invoice for transaction fees?

You will be able to download your Tax Invoices from EziOnline.

Will I still have access to eDebit for reporting?

Will I still have access to eDebit for reporting?

Once your account has transitioned to Ezidebit, you will have read only access to eDebit’s webDebit portal for six months. After this six month period, the webDebit portal will no longer be accessible. It is important that you save any important information from the webDebit portal in this timeframe, including Financial Summaries and Accounting reports.

How do I get access to additional payment options like real time payments and BPAY?

How do I get access to additional payment options like real time payments and BPAY?

If your software provider supports additional payment types, once your account has been migrated to Ezidebit, it’s as simple as having a conversation with our Support team. They can let you know more information about any of our payment solutions and the terms of adding them to your account.

How do I add users to EziOnline so my staff can access the portal?

How do I add users to EziOnline so my staff can access the portal?

The primary contact on your Ezidebit account will be designated as the ‘Branch Administrator’ for EziOnline. This user can log in to the portal and go to Admin -> Manage Users to create a new user. You can access our guide here on how to manage users. This also provides details of the different user roles that exist.

Note that if you use software that is integrated with Ezidebit, all access to EziOnline will be read only.

What will my customers see on their account statement?

What will my customers see on their account statement?

For bank accounts, your business name (first 16 characters) will display on the account holder’s statement. For credit cards, the descriptor will be EZI* <business>  (first 16 characters).

 

Ezidebit Knowledge Base

Here you will find a range of resources to support you, including user guides for our EziOnline portal.

How to add & manage user profiles in your EziOnline business account

Create multiple user accounts within the EziOnline portal

Email template for your customer notifications

Your customers will need to be notified that their payments will be taken by Ezidebit. We have created a template which you can use to advise your customers.

Dishonoured payments guide

Dishonoured payments can be a complex topic, to find out more download our guide here

How to access your settlement summary

Using the settlement summary functionality in EziOnline.

How to create payment reports & customise your reporting

Learn how to generate an overview of upcoming scheduled payments