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Order or return terminals

How to order and return or replace Adyen payment terminals.

Here we describe how you can:

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

Before you begin

Before ordering a terminal, make sure that:

  • Your Admin user has enabled the Merchant terminal order role for you in the Customer Area.

Place your sales order

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

  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 saleOrders and returns.
  4. Select New sales order.
  5. Select the region where the terminals will be used. This determines the plug type for your terminals and accessories.
  6. Select the terminals and accessories you want to order.

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

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

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. 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.
    The track and trace details are displayed. Use these to track your order.

In case of delivery issues, contact the Carrier.

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 Support Team.

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

Accessories for payment terminals, such as frames and charging bases, cannot be returned. To order replacement accessories, follow our terminal ordering steps.

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:

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

Place your return or replacement order

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 info screen. Example: V400m-123456789.
      To open the info screen, press 5 and then the Confirm button. On some models, it is Confirm and then 5 or both buttons at the same time.
  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 the option to return terminals or the option to replace terminals (available if you signed up for this).
  7. 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

  8. Provide the Shipping address and a Purchase order number. You can select an existing delivery address, or add a new address.
  9. Review the order summary. As long as you haven't submitted the return or replacement order yet, you can make any changes you like.
  10. 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. Switch to your merchant account.
  3. Go to Point of sale > Orders and returns > View request history
  4. View the Status of the request: Registered means it has not been processed and can be cancelled.
  5. 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. Switch to your merchant account.
  3. Go to Point of sale > Orders and returns > View request history.  
  4. On the row of the request, in the Track & trace column, select the name of the courier company.
    The track and trace details are displayed. Use these to track your order.

In case of delivery issues, contact the Carrier.

Terminal Order notifications

To keep you informed about your sales, return, or replacement order for Adyen terminals, 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