Frequently Asked
Questions

Questions Companies ask...

What is StrataPay?

StrataPay Multiple solution Payment service offers EIGHT easy and recognisable methods of payment to your customers. StrataPay incorporates its unique reference number with your own invoice numbers into the billing codes for each of the payment channels provided under the StrataPay umbrella. We have helped streamline over 10,000 registered billers in the collection and payment of bills. You can even check to see if a business you want to pay is a registered StrataPay biller here.
StrataPay has literally simplified the accounts receivable process and helped improve the cash flow of thousands of businesses across Australia from some of the biggest to the smallest. Why not simplify yours?

Is my accounting package compatible?

Most major accounting packages are compatible. However, if your system is not compatible, contact us and we will assess the situation on a case by case basis. If you don't have an accounting package, you can use MS Excel as an alternative.
StrataPay is all about flexibility and convenience to both you and to your customers, not locking you into using a specific "package".

What are the fees and charges?

There is a once only $199 registration fee to access all of the StrataPay services; this fee is waived for Real Estate agents maintaining cards for their tenant rolls. Registered Non-profit organisations and charities are also exempt from the registration fee. An added benefit to charities is that StrataPay donates 10 cents from every transaction made through StrataPay by registered charities to the StrataPay Foundation!

StrataPay provides its services with:
• NO minimum transaction limit
• NO monthly fee
• NO Yearly fee
• NO exit costs
• NO need to open a "designated merchant account" with those annoying hidden fees!

Compare this to a competitor and you will note that they may charge you a substantial set up cost, with minimum transaction limits, exit fees, fixed term contracts and at the end of the day you must use their accounting package. You may also have to set up a specific merchant account with the banks additional set up costs, transaction fees, minimum transaction limits, fixed term contracts and exit fees!
StrataPay transaction fees are so simple! They are:

• $2.50 per transaction
• an additional 1.65% for Credit Cards or 2.65% for AMEX and Diners

Can you beat that!
There is no need to open or hold a bank designated "merchant account" all you need is an account with any Australian financial institution with a BSB and account number. We will deposit your cleared funds into this account in two to three business days.

The only other potential costs to you are:
• Lost or stolen cards; Replacement cost of $11 per card with the same StrataPay reference number.
• Reversals, dishonours or insufficient funds incur a $35 fee, which you can pass on to your customer.

That’s it!

• NO HIDDEN COSTS
• TOTAL BANK INDEPENDENCE AND PORTABILITY

It almost sounds too good! So what are the hidden costs?

NO HIDDEN COSTS!
We are very proud of our record on NO HIDDEN COSTS. And in conjunction with our total Bank independence, this allows you the choice of financial institution. Unlike the majority of our competitors, there is no need to open or even have a designated "merchant account", which means you can avoid all the attached fees and charges, including application fees, minimum transaction limit fees and monthly fees with their nominated bank.

What is a Direct Debit Request (DDR) Authority?

A DDR authority is sent from you or your client to StrataPay that authorises StrataPay to direct debit a clients Bank account or Credit Card. The DDR Authority is sent or faxed directly to StrataPay. It is especially useful for regular payments or for clients who have purchased large ticket items.

Are all transactions secure to both my customer and my business?

StrataPay provides you and your customers with the latest in security and technology. Our secure Payment Gateway is 128 bit encrypted and offers full security and traceability on all transactions. Your Administration Console is also 128 bit encrypted for your added security. All funds are processed through the StrataPay Trust Fund Account, held by the Heritage Building Society.

What support can I expect from StrataPay?

StrataPay offers full support and training in the operation of your individual Administration Console. You have support at your fingertips 24 hours a day through our online help file. Our systems have been developed with a strong customer service focus and quality assurance that creates a secure safe environment in which your customers will feel at ease in paying for your product or service. StrataPay's friendly staff are also on hand to answer any enquires.

Which Credit Cards do you accept?

StrataPay accepts BankCard, Visa and Mastercard. American Express and Diners Club are also accepted through Coles Service ATM's and selected newsagents that display the Bill EXPRESS logo.

What other payment options are available?

You can make StrataPay payments via the Internet and Phone, Australia Post Billpay and Bill EXPRESS. Payments can also be made with cash, cheque or key card through Post Billpay, Bill EXPRESS or Heritage Building Society over the counter. The full details of our payment options are listed here.

Are you a true blue Australian?

YES! StrataPay is an Australian owned and operated business. We have been in operation for over 10 years within the Strata Title Industry. StrataPay was developed for use in the payment processing and the collection of levy notices for the Strata industry. From these humble beginnings we have expanded our operations to now cover in excess of 35 individual industries across Australia and are helping over 9200 registered billers!
The next one could be yours! Click here now!

What happens if my customer is unable to make a transaction via the telephone?

If there is a problem with our Interactive Voice Recognition (IVR) service, they can still utilise our other phone payment channels via Bpay and your clients individual financial services phone banking system or via the Australia Post Billpay phone banking service. So there is really no excuse that your customer can give for not paying your Bill!

How do I issue a refund?

If a refund is required you have the option of writing a cheque or transferring funds from your account to your customers account via EFT.

Can I give each customer an individual invoice number?

Yes, you can generate invoice numbers that are incorporated within the billing codes for each of the payment channels. Reconciling accounts will be far more efficient using StrataPay, with each payment processed by StrataPay provided to you in a transactional data format for importing into your accounting package, which enables automatic reconciliation of accounts.

How can I view my transaction history?

StrataPay can send you a report via email giving you a break down of individual transactions. The report, which can be sent direct to you on a daily basis, can be configured to various formats.
Alternatively, log into your Administration Console and view/download the report in the format of your choice and over the time period that you choose. This streamlines your accounts payable and facilitates effective automatic reconciliation.

What is an "Amalgamated Deposit"?

A lump sum deposit of all the payments made to you each day. This is supplied with a breakdown report for the days transactions in a format of your choice, which is emailed to you.

Is the money transferred instantly?

No, it may take 2–3 business days to arrive in your nominated bank account. However, you can view a report through your Administration Console on the transactions currently being processed. Depending on the method your client uses to complete a transaction, it may appear immediately or at the end of each business day.

Do you supply any printed information for my customers?

Each invoice contains a full description of the payment options being offered as well as a instructions on how to make payments, and what types of payment methods are accepted at each location. Information about us and all of our payment chanels is also available on our website. If you require it, we can supply further literature on request.

Can I have multiple cards?

Yes, for your convenience you can have as many cards as reasonably required by your business.

What currency are the transactions in?

All transaction are enacted in Australian dollars only and are deposited as cleared funds in Australian dollars to your nominated account.

Do I need any additional software or hardware?

No, even if you do not have an accounting package you can still generate professional invoices through your Administration Console. There is no requirement for specific hardware.

Do I have minimum transaction limit per month?

We do not require a minimum number of transactions! This allows companies of all sizes to make StrataPay their convenient and preferred payment method to reduce costs and improve their cash flow.

Can I access your payment options 24/7?

All options are available 24/7 except for Heritage Building Society, Bill EXPRESS or Australia Post Billpay over the counter payments.

How will the transactions appear on, my customers account statement?

StrataPay advises all merchants that they should inform customers that each transaction will appear as "StrataPay" on their account statement.

How much notice must I give to cancel or alter a Direct Debit?

We need one business day notice to vary an amount or cancel the Direct Debit.

Do I receive confirmation of a successful IVR payment immediately?

When you use the IVR system on completion of a successful transaction a verbal receipt number will be given. We can also send an SMS confirmation if requested.

If I am using one card for all my transactions, how can I match payments when I receive the StrataPay payment?

By adding an Invoice Number (up to 7 digits) to your StrataPay reference number when issuing payments, you will be able to identify this number on the reports generated from the Administration Console to reconcile your transactions.

If I lose my StrataPay card can someone access my company or personal details, or access money from my card?

No. The card can only be used to receive payments and without your e-mail or password, no-one can access your personal details. If you do lose your card however, please contact customer service on (07) 5575 7422 and we will be happy to re-issue a replacement (standard card replacement fee of $11 applies).