Geography: This article is applicable for ANZ Transactive Global customers banking in Australia and New Zealand. Full details are available in Features by Geography.
The following types of service requests can be created in ANZ Transactive Global:
Payments & Transactions
If you are using Version 2.0 of Service Requests, your organisation's Customer Admins can add approval requirements to any request type that has Approval Required = No. Refer to Other Settings Screen for more information. Not sure what version of Service Requests you are using? Check Service Requests Version FAQs.
| SERVICE REQUEST CATEGORY | SERVICE REQUEST JURISDICTION | SERVICE REQUEST TYPE | SERVICE REQUEST DESCRIPTION | RAISED AGAINST | APPROVAL REQUIRED |
| General Enquiry | AU | Account Enquiry | Raise an enquiry on an account. If your enquiry is urgent or time sensitive, please contact the ANZ Customer Service Centre. | Account | No |
| AU | Transaction Enquiry | Raise an enquiry on a transaction. If your enquiry is urgent or time sensitive (such as dishonoring a transaction), please contact the ANZ Customer Service Centre. | Account | No | |
| Trace Payments & Transactions | AU | Trace Transaction | Trace a transaction if your beneficiary is claiming non receipt or you are unable to reconcile a transaction. | Account | No |
| AU | View Transaction Details | View additional remitter details relating to a direct entry credit transaction. | Account | N/A | |
| Investigate Payments & Transactions |
AU | Backdate Transaction | Request a transaction to be backdated if an ANZ error caused the transaction to be processed on an incorrect date. | Account | No |
| AU | Claim Missing Deposit | Submit a claim if a cash or cheque deposit into your account is missing or partially missing. | Account | No | |
| AU | Fix Cheque Encoding Error | Request to fix a cheque encoding error when a cheque number or amount has been captured incorrectly. | Account | No | |
| AU | Recall Payment | Request a payment recall if you have made a payment in error and would like the funds to be returned to your account. | Account | No | |
| AU | Return Incorrectly Received Funds | Request a return of funds if you are unable to reconcile a transaction and would like the funds returned. | Account | No | |
| AU | Stop Cheque | Request a stop on up to 10 individual cheques or an entire cheque book that has not been presented. | Account | No | |
| AU | Stop Cheque - Bulk | Request a stop on a minimum of 11 individual cheques that have not been presented. | Account | No | |
| Order Books | AU | Order Cheque Book | Order a cheque book for your account. | Account |
Existing Address - No New Address - Yes |
| AU | Order Deposit Book | Order a deposit book for your account. | Account | No | |
| Manage Periodical/Automatic Payments |
AU, NZ | Add Periodical/Automatic Payment | Add a periodical/automatic payment on your account. | Account | Yes |
| AU, NZ | Amend Periodical/Automatic Payment | Amend a periodical/automatic payment on your account. | Account | Yes | |
| AU, NZ | Close Periodical/Automatic Payment | Close a periodical/automatic payment on your account. | Account | No | |
| AU, NZ | Suspend Periodical/Automatic Payment | Suspend a periodical/automatic payment on your account. | Account | Yes | |
| NZ | View Automatic Payment Details | View and export the details of active automatic payments on your New Zealand domiciled accounts. | Account | No | |
| Manage Direct Debit Transactions |
AU | Block Direct Debit User ID | Block a Direct Debit User ID from debiting your account for a specific transaction amount. This is effective for 15 months from the date of request. | Account | No |
| AU | Cancel Direct Debit | Request to cancel a direct debit authorisation from your account. | Account | No | |
| AU | Dispute Direct Debit Transaction | Dispute a direct debit transaction and request the funds to be returned to your account. | Account | No | |
| AU | Request Direct Debit Authorisation | Request a copy of the direct debit authorisation agreement associated with direct debit transactions on your account. | Account | No |
Digital Channels
| SERVICE REQUEST CATEGORY | SERVICE REQUEST JURISDICTION | SERVICE REQUEST TYPE | SERVICE REQUEST DESCRIPTION | RAISED AGAINST | APPROVAL REQUIRED |
| Manage* Digital Channels | AU, NZ | Add User | Add a User ANZ Managed user to your ANZ Transactive Global site. | Digital Channel | Yes |
| AU, NZ | Amend User | Amend an ANZ Managed user or upgrade a Company Managed user on your ANZ Transactive Global site. | Digital Channel | Yes | |
| AU, NZ | Delete Account | Delete an Account from your ANZ Transactive Global site. | Digital Channel | No |
*To delete a company-managed or ANZ-managed user from your ANZ Transactive Global site, Company Administrators - please refer to Manage User.
Accounts & Legal Entities
| SERVICE REQUEST CATEGORY | SERVICE REQUEST JURISDICTION | SERVICE REQUEST TYPE | SERVICE REQUEST DESCRIPTION | RAISED AGAINST | APPROVAL REQUIRED |
| Manage Accounts & Legal Entities | AU, NZ | Generate Account Confirmation Letter | Generate a confirmation letter for your account. |
Account | No |
| AU | Request Account Closing Balance | Submit a request to receive the closing balance for your account. |
Account | No | |
| Manage Statements & Bank Feeds |
AU | Amend Statement Preferences | Amend the statement preferences; including statement address, frequency or account descriptor for your account. | Account | No |
| AU | Resume Paper Statements | Resume printed paper statements for your account. | Account | No | |
| AU | Stop Paper Statements | Stop printed paper statements for your account to receive account statements via ANZ Transactive Global only. | Account | No | |
| AU | Activate Bank Feeds | Activate a bank feed from your account to your chosen software platform. | Account | No | |
| AU | Deactivate Bank Feeds | Deactivate a bank feed from your account to your chosen software platform. | Account | No |
Upload Documents
| SERVICE REQUEST JURISDICTION | SERVICE REQUEST CATEGORY | SERVICE REQUEST SUB-CATEGORY | SERVICE REQUEST TYPE | SERVICE REQUEST DESCRIPTION |
| AU | Payments & Transactions | Facilities | Manage BPAY® Facility | Amend the details of, transfer or close your BPAY facility. |
| Manage Bureau Facility | Apply for, amend the details of, or cancel a Bureau facility authorised to make direct entry credit payments from your account on your behalf. | |||
| Accounts & Legal Entities | Accounts & Legal Entities |
Amend Group Mandate | Add or delete a legal entity to/from a group mandate. | |
| Amend Legal Entity Name | Amend a legal entity name for your legal entity and account(s). | |||
| Amend Liquidator/Receiver/Administrator | Add an administrator/liquidator/receiver for your legal entity and account(s). | |||
| Close Account | Close an account with the option of removing from your digital channel. | |||
| Open Account | Open an account with the option of adding to your digital channel. | |||
| Paper Signatories |
Add Paper Signatories | Add an authorised signatory to your account and/or digital channel. | ||
| Amend Paper Signatories | Amend the details including, legal name, contact details and specimen signature of an authorised signatory. | |||
| Delete Paper Signatories | Delete an authorised signatory from your account and/or digital channel. | |||
|
Digital Channels
|
Users |
Add User to Digital Channel | Add a user to your digital channel. | |
| Amend User on Digital Channel | Amend a user on your digital channel. | |||
| Delete User from Digital Channel | Delete a user from your digital channel. | |||
| Accounts |
Add Account to Digital Channel | Add an account to your digital channel. | ||
| Amend Account on Digital Channel | Amend the functionality or product entitlements for an account on your digital channel. | |||
| Delete Account from Digital Channel | Delete an account from your digital channel. | |||
| Legal Entities |
Add Legal Entity to Digital Channel | Add a legal entity to your ANZ Transactive Global site. | ||
| Amend Legal Entity on Digital Channel | Add or delete accounts for a legal entity registered to your ANZ Transactive Global site. | |||
| Delete Legal Entity from Digital Channel | Delete a legal entity from your ANZ Transactive Global site. | |||
| Other |
Add Loan Deal to Digital Channel | Add a loan deal to your ANZ Transactive Global site. | ||
| Amend Billing Details | Amend the billing details including, account, invoice delivery details or method for your digital channel. | |||
| Amend Digital Channel Details | Amend the details including, administration model or functionality of your digital channel. | |||
| Close Digital Channel | Close Digital Channel | Close your digital channel. |
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