DEFT payment queries and reconciliations

The DEFT reference number that your payers use to make their payments is generated by your software (or in residential real estate, downloaded from Macquarie Business Online by the agent). This needs to be provided to the payer, e.g. it could be printed on a levy notice or invoice.

The easiest way to determine the correct customer is to search for the DEFT Reference Number (DRN) that appears on your bank statement in your business management software. Our DEFT support team may also be able to help depending on the payment method.

Integration with business management software means that once DEFT is activated in the software, it’ll automatically generate DRNs and include them on all invoices issued. 

For some software providers (e.g. in residential real estate), you may need to download DRNs from Macquarie Business Online and manually allocate them to payers in your software.

Depending on the payment method used, payments will be settled to your account within 1-3 business days. The DRN will be listed in the transaction description. If you’ve chosen for settlements to be consolidated (i.e. a single settlement transaction per day for all your payments), settlement will take a further business day.   

You can download a TXN and/or PAY file (for consolidated settlements) via our electronic banking platforms daily. You can then upload this to your software to automatically receipt and reconcile all DEFT payments using the unique DRN. If your software is integrated with DEFT, it can be configured to automatically receive these files from us each day.

Depending on your software provider, payments will be allocated according to pre-set rules within their software. These may or may not be able to be customised.

For more information, please reach out to your software provider to discuss further.

No, your payers need to make their payments themselves.

The treatment of payments made to a closed account will differ depending on the payment channel used to make the payment. 

For more information, please reach out to your relationship manager or call us on 1800 620 673 (+61 2 8550 5603 if calling from overseas).

If an incorrect payment has been made into your account, the payer may request a BPAY^® recall through their financial institution to have payment reversed. Once Macquarie receives the BPAY recall, we’ll contact you to confirm the recall request and send the funds back to the customer. 

Once you have provided confirmation, the funds will be debited from your account within 1-3 business days. 

A chargeback occurs when a cardholder disputes a payment made on their debit or credit card and asks for it to be reversed, on the basis that it was invalid or unauthorised.  

The cardholder’s bank will decide whether the disputed payment should be reimbursed, based on rules set out by the card schemes. Macquarie only acts as an intermediary in the process and doesn’t decide the outcome. 

If a chargeback is received and you can’t prove the cardholder that authorised the transaction, then you’ll be liable for the transaction amount. The cardholder’s bank will take the funds from Macquarie and we’ll debit your account for the disputed amount. 

If you wish to contest a chargeback, you need to provide sufficient evidence to support the legitimacy of the disputed payment and that it was authorised by the cardholder. The evidence documents required are determined by the card providers. 

Please see below for examples of evidence that can be used based on your industry classification:  

Real Estate 

• Signed contract or agreement (e.g. tenancy agreement)
• Tenant ledger. 

   Strata 

• Levy notice or invoice
• Relevant bylaws or rules that support the charge
• A copy of correspondence between the strata committee and cardholder. 

Legal 

• Signed contract or agreement outlining the terms of the legal services provided
• Invoices or statements showing services provided and fees
• A copy of correspondence between the lawyer and cardholder 
• Evidence of outcome, such as a court ruling or settlement agreement.   

Insurance 

• Insurance policy documentation (e.g. certificate of currency or renewal notice, outlining the cover and premiums)
• A copy of correspondence with the cardholder.  

 Before submitting any evidence, you need to be confident that your client (e.g. tenant or lot owner) owns the card used to make the payment. You can do this by verifying the card details provided in the chargeback notification email with your client. If the card belongs to someone else, the above evidence won’t prove any link between your business and the cardholder.