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Order, return, or replace terminals

How to order, return, or replace Adyen payment terminals.

For testing, you can order test payment terminals and an Adyen test card from your test Customer Area. With the test card, you can make payments on the test terminals. These are dummy payments that do not result in actual credits or debits to a live bank account.

Terminals ordered from the test Customer Area can only be used in a test integration.

When you are ready to go live, you need to order terminals from your live Customer Area. These are terminals that can make live payments.

You can also order terminals by making API requests.

Submit a sales order

For this task you must have the following user role:

  • Merchant terminal order

To order payment terminals and accessories:

  1. Log in to your Customer Area.
  2. Switch to the merchant account that you want to place the order from.
  3. Go to Point of sale > Orders and returns.
  4. Select New sales order.
  5. Select the country where the products will be used. This determines the plug type for the products.
  6. Select the terminals and accessories you want to order and add them to your cart. To make any changes to your order, select the Edit cart button.

    When ordering test terminals, don't forget to add a test card to your order if you don't have one yet.

  7. Select Checkout.
  8. Provide the Shipping address and a Purchase order number. You can select an existing delivery address, or add a new address.
  9. Select Continue to order summary and review your order. As long as you haven't placed the order yet, you can make any changes you like.
  10. Select Place order.

We keep you up to date on the status of your order through email messages and in your Customer Area > Orders and returns. Your order will be dispatched from our warehouse within two business days. You can then track your order delivery.

To see how to order terminals, you can also watch a video here:

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.

Returning or replacing terminals

If your Adyen payment terminal is faulty, you have to place a return order or a replacement order in your Customer Area. We send you packaging and instructions to return the faulty terminal free of charge using a courier company of our choice.

  • Return order: Return a faulty terminal. If you need a new terminal to replace the old one, you have to place a separate sales order.
  • Replacement order: Return a faulty terminal and order a new one in the same request. This is possible if you are using our Terminal Replacement Service (TRS). For a monthly fee, you get a replacement terminal free of charge if the defect of the old terminal is covered by TRS.

Accessories for payment terminals, such as frames and charging bases, cannot be returned. If you need replacement accessories, you have to place a sales order.

Troubleshoot first

Before returning or replacing a terminal, follow the steps in our terminal troubleshooting guide. This can resolve around 80% of terminal issues.

If the troubleshooting steps don't solve the problem, you may need to contact our POS Support Team, or return the terminal.

Terminal Replacement Service (TRS)

TRS is a service where you pay a monthly fee per terminal to replace defective terminals. If you return a faulty terminal with a defect that is covered by TRS, we send you a replacement terminal free of charge. As soon as we receive the defective terminal we stop charging you TRS fees for that terminal.

TRS is activated at the company level, but it is possible to configure it so you get billed at the merchant account level. When terminals have been in your possession for one month, the monthly billing starts. If you reassign a terminal to a different merchant account in the middle of the month, the new merchant account is charged fees for that terminal for the whole month.

To sign up for TRS, discuss the contractual requirements with your Adyen contact or our POS Support Team.

How it works

After you have signed up for TRS:

  1. You place a replace terminals order in your Customer Area.
  2. We send you the replacement terminals.
  3. You send us the defective terminals in the packaging that the replacement terminals came in. Adyen covers the cost of returning the defective terminal.
  4. We examine the returned defective terminals:
    • If the defect is covered by TRS, you pay no additional fees.
    • If there is no defect, you cover the examination cost up to 50% of the terminal's standard listed price.
    • If the defect is not covered by TRS, you cover the repair cost up to 100% of the terminal's standard listed price.
If you do not return the defective terminals within two weeks after you have received the replacement terminals, you will be charged the cost of the replacement terminals.

What is covered by TRS

You can find the full scope of TRS in our legal documentation. The section 3.5 Defects and exclusions lists the defects that are not covered by TRS.
Additionally, TRS does not cover:

  • Terminals that are being deprecated because their PCI security approval is expiring.
  • Defective accessories, such as cables, frames, or charging bases.

Submit a return or replacement order

For this task you must have the following user roles:

  • Merchant terminal return role
  • Merchant terminal replacement role

To place a return or replacement order:

  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.
    • In the Device info screen.
  2. Optional. If you are returning multiple terminals, prepare a CSV file with the required details.

  3. Log in to your Customer Area.

  4. Switch to your merchant account.

  5. Go to Point of sale > Orders and returns and select New return / replacement order.

  6. Select New request.

  7. Select the option to return terminals, or the option to replace terminals (available if you signed up for TRS).

  8. 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 add more terminals, select Add more items and repeat.

    or

  9. Select Continue to shipping details and provide the Shipping address and a Purchase order number.

    You can choose an existing delivery address, or add a new address.

  10. Select Continue to summary and check. As long as you haven't placed the return or replacement order yet, you can make any changes.

  11. Select Submit request.

We keep you up to date on the status of your order through email messages and in your Customer Area > Orders and returns. You can track the delivery.

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 as shown on the back of the terminal, in the format 123-456-789
problemCategory Indicates what is 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,

Send terminals back to us

After you submit a return order or a replacement order, we send you a box with a seal bag, return label, and instructions to send the faulty terminal back to us. These are the instructions included in the box:

Cancel an order

After you have placed an order, it is no longer possible to change the order. But if we haven't processed the order yet, you can cancel the order.

To cancel an order:

  1. Log in to your Customer Area.
  2. Switch to your merchant account.
  3. Go to Point of sale > Orders and returns.
  4. View the Status of the request: Placed means it has not been processed and can be cancelled.
  5. Select the request and select Cancel this order.

Track delivery

For each shipment from our warehouse, a track and trace is created with the courier company. To track your delivery:

  1. Log in to your Customer Area.
  2. Switch to your merchant account.
  3. Go to Point of sale > Orders and returns.
  4. On the row of the order, in the Track & trace column, select the name of the courier company.
    You are redirected to a site where you can track your order.

In case of delivery issues, contact the Carrier.

Terminal Order notifications

To stay informed about your order, you can subscribe to Terminal Order notifications. These notifications occur at certain steps in the logistical process and contain information such as shipment date, terminal serial numbers, and track & trace number. We send notifications as an HTTP callback (webhook) to your server.

Receive notifications

To set up receiving Terminal Order notifications, follow the general instructions to set up notifications. In summary:

  1. Expose an endpoint on your server where you want to receive the notifications.
  2. Set up the notification in your Customer Area as described, but select Terminal Order Notification (not Standard notification) as the notification type you want to add.
  3. Make sure you accept notifications.
  4. Test and go live.

Notification content

After you set up the notification type, you will receive Terminal Order notifications with:

Field Description
orderNumber The number we assigned to the sales, return, or replacement order.
orderType salesOrder, returnOrder, or replacementOrder.
orderStatus The event that triggered sending the notification:
  • placed: the POS Operations team received the order submitted in your Customer Area, and is reviewing the order.
  • shipped: the order has been shipped from the warehouse.
  • delivered: the order has been delivered.
  • returned: all terminals included in the return or replacement order have been received at the warehouse.
  • returnedPartial: part of the terminals included in the return or replacement order have been received at the warehouse.
  • cancelled: the order has been cancelled.
orderReference The purchase order number (or other reference) specified in the order.
orderedBy The username of the person who placed the order in the Customer Area.
merchant The merchant account that the order was placed from.
company The company account that the order belongs to.
content An object with more information about the order, depending on the order type and status.
  • For a sales order this can include the track & trace number, the date (eventDate) the order was sent or delivered, the address that terminals are shipped to, what you ordered, and the brand, model and serialnumber of the shipped terminals.
  • For a return or replacement order this can include the details and problem of the terminals to be returned, the address that return packaging and/or replacement terminals are shipped to, and the serial number and other details of shipped replacement terminals.

The next examples show Terminal Order notifications for shipped orders.

Shipped sales order
{
  "orderNumber": "8614811075307431",
  "orderType": "salesOrder",
  "orderStatus": "shipped",
  "orderReference": "YOUR_PURCHASE_ORDER",
  "orderedBy": "YOUR_USERNAME",
  "company": "YOUR_COMPANY_ACCOUNT",
  "content": {
    "trackAndTrace": "UPS001",
    "eventDate": "2020-08-31 00:00:00+02",
    "shippingAddress": {
      "streetAddress": "Neherkade 1 XI, Gravenhage",
      "postalCode": "2521VK",
      "countryCode": "NL"
    },
    "orderLines": [
      {
        "productcode": "M087-500-03-WWA",
        "description": "e285p EU/GB",
        "quantity": "1"
      },
      {
        "productcode": "M475-013-34-EUA-5",
        "description": "V400m EU/GB",
        "quantity": "3"
      }
    ],
    "shippedTerminals": [
      {
        "brand": "Verifone",
        "model": "e285p",
        "serialNumber": "311-777-002"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "311-777-003"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "311-777-005"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "311-777-004"
      }
    ]
  }
}
Shipped replacement order
{
  "orderNumber": "8614811075307466",
  "orderType": "replacementOrder",
  "orderStatus": "shipped",
  "orderReference": "YOUR_PURCHASE_ORDER",
  "orderedBy": "YOUR_USERNAME",
  "company": "YOUR_COMPANY_ACCOUNT",
  "content": {
    "shippingAddress": {
      "streetAddress": "Nehercade 1 XI, Gravenhage",
      "postalCode": "2521VK",
      "countryCode": "NL"
    },
    "returnTerminals": [
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "111-212-871",
        "problem": "Battery failure",
        "description": "fails"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "111-212-870",
        "problem": "Battery failure",
        "description": "fails"
      }
    ],
    "shippedItems": [
      {
        "model": "Sealbag",
        "serialNumber": "555123456"
      },
      {
        "model": "Sealbag",
        "serialNumber": "555123457"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "111-301-880",
        "securitySealNumber": "6463022",
        "iccidNumber": "8931087916062074853"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "111-301-881",
        "securitySealNumber": "6463023",
        "iccidNumber": "8931087916062074854"
      }
    ],
    "creationDate": "2020-08-11 14:27:40+02"
  }
}

See also