FAQs - Merchants

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A POS terminal is a machine installed at Merchant Establishments which enables the merchants to accept payments through payment cards (credit cards and debit cards)

A merchant is a customer (Person trading as a business name or company) who has applied for and successfully received the merchant services product.

The merchants will receive the net amount (total transaction value less NBD’s charges) on the next working day.

NBD’s current charges (Merchant Discount Rate – MDR) are as follows:

  1. NBD Visa Debit card used NBD POS terminal: 1% of amount
    • Eg., Transaction of XCD$100
      • XCD$99 to merchant’s bank account and XCD$1 to NBD
  1. Any other Mastercard or Visa card on NBD POS terminal: 2.75% of amount
    • Eg., Transaction of XCD$100
      • XCD$97.25 to merchant’s bank account and XCD$2.75 to NBD

The batches will be auto closed at 9pm every evening. The merchant may choose however to close a batch whenever they deem necessary.

The benefits of having a POS system set for your business are, but not limited to:

  • Reduced time per transaction, thereby increasing efficiency.
  • Reduced Physical cash thereby reducing risk (theft, loss, errors, etc.)
  • Increase in Sales (Card users are not limited by the amount of cash on their person)
  • Simplified payment – better customer experience
  • May increase customer loyalty
  • Accept Mastercard, Visa and American Express cards from any cardholder
  • Collect money efficiently and securely
  • Increase your customer base – Accept cash and card customers

To become a merchant the following are necessary:

  1. Merchant needs to have a DDA (current) account with the Bank. (Business account or personal account trading as business name).
  2. Company/Business needs to be registered
  • Functioning email address and mobile number (These are necessary for the setup of the merchant on the merchant portal)
  1. The business should have a functional communication medium compatible to terminal to be deployed:
    1. Fixed Terminals – connect via Internet (DSL modem).
    2. Wireless WIFI Terminals – connect using Internet and a wireless router (These also connect via tethering/Hotspot).

If a customer has the pre-requisites to become a merchant, then the Merchant Application and Agreement forms need to be completed and signed at any of NBD’s branches. (Documents need to be notarized if applicant resides off island)

Please contact the cards/merchant services department by calling 767 255 2607 or 767 275 0966 or email cards@nbd.dm

I. Transactions have been tested on the terminal and are functional.
II. That any concerns you may have been brought to the attention of the merchant services personnel
III. Any relevant staff is available for training on use of the terminal on the day of installation

As a Merchant you might receive three types of cards – mag-stripe cards that have to be swiped, chip cards that have to be inserted and contactless cards that have to be tapped.

One card may possess all 3 capabilities.

Please contact the cards/merchant services department by calling 767 255 2607 or 767 275 0966 or email cards@nbd.dm

When you call our customer support you may be asked a few questions for verification purpose. You will have to provide us with your Merchant ID (MID) and Terminal ID (TID) with business name and registered mobile number for further assistance.

Please contact the cards/merchant services department by calling 767 255 2607 or 767 275 0966 or email cards@nbd.dm

To order paper rolls, visit any one of our branches or your choice of thermal paper providers.

We suggest the following steps:

  • Ensure that the communication (internet) to the terminal is functional and all cords are securely connected.
  • Turn-off and restart the terminal then trying again.
  • If the issue persists, please contact the cards/merchant services department by calling 767 255 2607 or 767 275 0966 or email cards@nbd.dm

An existing merchant may request an additional terminal by completing an “Additional terminal application form”. The original document may be delivered to any of NBD’s branches and the merchant will be contacted by the merchant services department for further steps.

Processed transactions can be viewed on the Merchant Portal.

Merchant may access details and reports about their merchant account by signing into the Merchant Portal using the credentials that were received via email from NBD.

The cost of terminals varies vastly based on the model, brand, and region that the terminal is designed to serve.

POS rental charges refer to the fee charged by an institution for the use of the POS terminal assigned to the merchant.

Transactions are usually processed within 3-5 seconds.

The merchant may select “Refund” from the menus on the POS and follow the transaction process. The merchant will require a password to perform this type of transaction.

N.B – Passwords will only be delivered to authorized signatories on the merchant’s bank account

When a refund is processed on the POS terminal, the amount is deducted from the merchant’s bank account and the bank charges, which were initially paid, are refunded.

“Card not supported” response is received when your merchant services product does not include the card brand that is being attempted.

E.g., A discover card will not function on your NBD POS terminal as only Mastercard, Visa and American Express is accepted.

Most of the terminal responses are direct.

Please contact merchant services support if an unrecognized response is received when a transaction is attempted.

Currently NBD offers 2 types of terminals

  • VX520: Ethernet (Internet cord) connection
  • VX680-WIFI: Internet connection via WIFI (these terminals may also function via tethering/Hotspot)

The POS terminal remains the property of NBD. The merchant is responsible for ensuring that the terminal is not damaged or destroyed. NBD will request reimbursement from a merchant who has damaged or destroyed a POS terminal.

Transaction date: The date the transaction was processed/authorized

Settlement date: The date that the transaction is applied to the merchant’s bank account.

Most Cards are equipped with different technology to interact with the POS terminal. Below are different options:


  • EMV Chip: The chip on the card may be inserted into the slot beneath the keypad of the POS terminal
  • Contactless: The card may be tapped onto the screen of the POS terminal. (Most banks have a limit on the value for this type of transaction)
  • Magnetic Strip: The black strip of the card may be swiped through the slot on the side of the POS terminal.
  • Manual entry: The full card number and expiration date may be manually entered using the keypad of the POS terminal (This option is not available to all merchant)

Refusal of a valid Mastercard, Visa or American Express card, that is presented in ideal working condition is a breach of the agreement that was signed by the merchant and could result in the merchant service being discontinued.

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