Ordering and returning terminals

Here we describe how you can:

• Order Adyen terminals.
• Return or replace an Adyen terminal.

Order terminals

Before you begin

Before ordering a terminal make sure that:

• You have signed up for an Adyen account.
• Your Admin user has enabled the Merchant terminal order role for you in the Customer Area.

Submit your order

To order terminals, or accessories such as a charging base or a privacy shield:

1. Log in to your Customer Area.
2. In your company-level account, go to Point of sale > Orders.
3. Select the button to order a new terminal.
4. Select the region where the terminals will be used.
5. Select the terminals and accessories you want to order.
6. Proceed to the Checkout.
7. Provide the requested Shipping details. To provide a delivery address, choose an address or add a new address.
8. Review the order Summary to make sure it's correct. As long as you haven't placed the order yet, you can make any changes you like.
9. Place your order.

Once ordered, your order will be dispatched from our warehouse within two business days. You are then able to track your order delivery.

When your terminal arrives you will need to board it. This connects the terminal to the internet, and associates it with one of your physical stores.

Tracking your order delivery

When we ship the terminals and/or accessories you ordered, a track and trace is created with the courier company. To track your delivery:

1. Log in to your Customer Area.
2. In your company-level account, go to Point of sale > Orders. 
3. On the row of the order, in the Carrier column, select the name of the courier company.
   The track and trace details are displayed. Use these to track your order.

Return or replace terminals

If your Adyen payment terminal is faulty, you can arrange to have it returned using your Customer Area. We'll send you packaging and instructions to return the faulty terminal free of charge using a courier company of our choice.

If you're using our Terminal Replacement Service, you can order a replacement terminal in the same request. For more information on our Terminal Replacement Service and how to set this up, contact your Account Manager or our Sales Support team.

If you're not using the Terminal Replacement Service, you will need to return the faulty terminal and order a new one.

Before you begin

Before returning or replacing a terminal, troubleshoot your issue. This can resolve around 80% of terminal issues.

You can troubleshoot by either:

• Checking our Terminal troubleshooting.
• Contacting our POS Support Team.

If this does not resolve the issue, you will need to return or replace the terminal. Make sure your Admin user has enabled the applicable role for you in the Customer area:

• Merchant terminal return role
• Merchant terminal replacement role

Submit a return request

Through your Customer Area you can submit a request to return or replace a terminal. The request needs to contain the terminal serial number and an indication of the problem. When you are returning multiple terminals, you may prefer to create and upload a CSV file with those details.

1. Find the serial numbers of the terminals you want to return or replace.

   The terminal serial number is shown:

   • On the underside of the terminal. Example: S/N:123-456-789.
   • On the second line of the terminal info screen (press 5 and then the green button). Example: V400m-123456789.
2. Optional. If you are returning multiple terminals, prepare a CSV file with the required details.
3. Log in to your Customer Area.
4. Go to Point of sale > Returns and replacements and select New request. 
5. Select the option to replace terminals (available if you signed up for this) or the option to return terminals.

6. To provide the serial numbers and problem information, either:

   • Specify terminals one-by-one: Enter the serial number, select the problem category, optionally enter a problem description, and select Continue. To specify another terminal, select Add more items and repeat.

   or

   • Upload the CSV file you prepared earlier. If an error message appears, fix the error in the CSV file and try again.
7. Go to the Shipping details and enter the requested information. To provide a delivery address, choose an address or add a new address.
8. Go to the Summary and make sure your request is correct. As long as you haven't submitted the request yet, you can make any changes you like.
9. Submit your request.

You can track the delivery. When you receive the return packaging, follow the included instructions to return the terminal.

Preparing a CSV file for multiple terminals

When you return or replace a terminal, you need to specify the terminal serial number and the type of problem. If you are returning multiple terminals you can provide these details in a comma separated values (CSV) file.

The CSV file should have the following fields:

Column	Description
deviceModel	Terminal brand and model, separated by a full stop. For example, Verifone.P400Plus
serialNumber	The 9-digit serial number of the terminal as shown on the back of the terminal, in the format 123-456-789
problemCategory	Indicates what's wrong with the terminal. Select one of the following problem categories: System tampered Display failure Keyboard failure Printer failure Scanner failure Account closure Wrong terminal ordered Battery failure / No power Chip reader failure / Not reading cards Hardware damage Network failure Terminal in service mode
description	Optional text with a further explanation of what's wrong.

The first line should have the field names, and each subsequent line should have the details for a single terminal.

Example CSV file:

deviceModel,serialNumber,problemCategory,description
Verifone.E355,123-456-789,Display failure,lorem ipsum
Verifone.E355,234-567-890,Hardware damage,

Cancelling your return request

After a return request has been submitted, it's no longer possible to change it. You can however cancel the request, provided we haven't processed it.

To cancel a return request:

1. Log in to your Customer Area.
2. In your company-level account, go to Point of sale > Returns and Replacements > View request history. 
3. View the Status of the request: Registered means it has not been processed and can be cancelled.
4. Select the request and click Cancel this order.

Tracking your replacement terminal delivery

When we ship a replacement terminal, a track and trace is created with the courier company. To track your delivery:

1. Log in to your Customer Area.
2. In your company-level account, go to Point of sale > Returns and Replacements > View request history. 
3. On the row of the request, in the Carrier column, select the name of the courier company.
   The track and trace details are displayed. Use these to track your order.

See also