Coronavirus (COVID-19) information for businesses

As the Coronavirus continues to present challenges and uncertainty for Australians and Australian businesses, our priority continues to be the support and wellbeing of our customers, staff and community.

We understand that the impacts to each of our customers varies greatly, however, we have put together the information and resources below to assist you navigate taking payments in this challenging time.

As always, our Australian-based Customer Support team are available 24/7 on 1300 966 639 or email cs@tyro.com for anything further you may need to discuss.

General Support – all industries

Taking in-store payments

Whether you’ve continued or are starting to transition back to in-store payments, we’ve put together the following list to make sure you’re set up to make it as easy and safe as possible

  • Plan ahead – if you’re getting ready to use your Tyro machine after a period of inactivity we suggest turning on and running through these steps a few days before you plan to use it. It’s also worthwhile to check that all your existing systems and features like integration, surcharging and Pay@Table are still set up the way you’d like them by completing a few test transactions. If something doesn’t look right, or you’d like some help, our Customer Support team is here to take your call.
  • Accepting contactless payments means your customers can complete their transaction without having to hand over their card or touch the Tyro machine. The contactless card PIN limit has temporarily changed to help reduce the risk of COVID-19 transmission. For further information about this change take a look here.
Alternative to in-store payments – online or over the phone

Many businesses are adjusting how they service customers during these times. Learn more about taking payments over the phone or online.

Did you know that you don’t need a website to get into online payments?

Security and Risk

Unfortunately, during these uncertain times, fraud can actually increase. To safeguard you, if you need to process refunds, ensure they go back onto the same card. Providing these refunds can also alleviate unnecessary chargebacks that might occur. Check out our fraud prevention guide and chargebacks and disputes guide to ensure you are in the know.

Order more EFTPOS machines

If you need to order additional EFTPOS machines including mobile EFTPOS machines, email us at cs@tyro.com

Other resources for businesses

The following resources and organisations offer business and employment advice and health and wellbeing services.

FAIRWORK AUSTRALIA (employment)https://coronavirus.fairwork.gov.au/
ATO (taxation and access to rebates)https://www.ato.gov.au/Individuals/Dealing-with-disasters/In-detail/Specific-disasters/COVID-19/
Heads Up (mental health and wellbeing)https://www.headsup.org.au
Australian Small Business and Family Enterprise Ombudsman (business and personal health and wellbeing)https://www.asbfeo.gov.au/my-business-health/home
Council of Small Business Organisations Australia (business)https://www.cosboa.org.au/covid-19
Beyond Blue (mental health and wellbeing)https://www.beyondblue.org.au/the-facts/looking-after-your-mental-health-during-the-coronavirus-outbreak
Lifeline (mental health and wellbeing)http://www.lifeline.org.au

Support for specific industries

We know many of our 300+ POS and PMS partners are delivering initiatives to help merchants at this time and will continue to update this page as we hear of them. In the meantime, below are some initiatives that we are currently working on:

Retail businesses

Tyro has linked with some of retail’s biggest suppliers across software and finance to support a handy guide for retailers. Find tips on dealing with the current environment and guidance on how to prepare yourself for the transition back to normal operations. Visit https://lovelocalretail.org

Health businesses

The Federal Government has implemented measures to ensure Australians still receive vital healthcare.

  • From 13 March to 30 September 2020, temporary COVID-19 MBS telehealth items have been made available to reduce the risk of community transmission of COVID-19 and protect patients and health care providers.
  • Visit our telehealth page to find out more about how to process both MBS bulk-billed telehealth claims through Tyro EFTPOS and gap fee payments through Tyro EFTPOS or Tyro eCommerce.
Hospitality businesses

To help reduce congestion in common areas such as the entrance, front counter or bar, integrated features such as Pay@Table might be an option for you. Pay@Table allows you to bring up the bill on Tyro’s Mobile EFTPOS machine rather than the Point-of-Sale (POS) so customers can easily pay at their table and the transaction feeds right back through to the POS.

If your POS doesn’t support the Pay@Table feature or you work in standalone mode, you still have the option of doing a manual transaction at  table by keying in the amount at the table for the customers to pay, reducing the risk of COVID-19 transmission.

Tyro has also partnered up with me&u, a mobile ordering platform that allows customers to skip the skip the queue and order from their table via the me&u app, making it easier to socially distance, It also provides a visual and smart menu experience, personalised to the customers’ dietary requirements, with food and drink pairing. Take a look at the me&u experience to see if it is right for you.

Business innovation in response to COVID-19

Recently we have heard inspiring stories from businesses exploring new ways to offer their services in response to the coronavirus pandemic; from dine-in restaurants switching to delivering food, to doctors conducting consultations in their carpark.

If you are doing something different to stay afloat during these times, or are changing the way you operate to reopen safely now that restrictions are easing, and are comfortable sharing your initiative we’d love to hear from you.

Tell us your story

FAQs

  • How is Tyro helping customers?

    Over the last few weeks, we’ve spoken to thousands of customers to understand how COVID-19 is impacting them and their business and how we can best support. We’re hearing that no two experiences are the same. We have additional staff in our Australian-based Customer Support team to ensure we can continue to be available 24/7 for our customers and deal with each enquiry individually.

  • Is Tyro intending to stay operational during this time?

    Our focus is to keep operating as normal, providing the level of service, availability and support our merchants have come to expect from our team. We have operational plans in place designed to both protect our team’s health and safety, while also maintaining the continuity of our payment and banking services to our customers in the current circumstances.

  • Is the Tyro EFTPOS machine I have received clean and free from COVID–19?

    The EFTPOS machine you have received has been thoroughly cleaned and packed in an environment that is COVID-19 free.

  • Can I reduce or pause my loan repayments?

    We are assessing each business on a case-by-case basis for loan repayment holidays. If you have any questions or concerns regarding your loan repayments due to the impact of COVID-19 please call 02 8907 1716.

  • Can I get a loan as I need extra cash flow for my business?

    Tyro customers are able to go into the Tyro App, visit the Loans tab, and check their eligibility for a Tyro Business Loan. We may be in touch to discuss your borrowing needs further.