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 you have:

• Signed up for an Adyen account.

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, navigate to Point of sale > Orders.
3. Select Place an order. 

   If the Place an order button is not shown, contact your company account admin.

4. Under Order details, fill in your reference to this order. This will be shown on your invoice.
5. Under Shipment details, specify the delivery address. You can select a previously stored address from the Address reference list, or select Edit shipment details to update an existing address or create a new address.

6. Under Order line details, specify everything you want to include in this order. 

   • Category: Select the terminal model.
   • Adapter type: Select a region, to determine the power adapter and the available accessories for the selected terminal model.
   • Product: Select the terminal set you want to order; the page updates to show what the set consists of.
     Or select Individual Parts to select the accessories you want to order.

   • Quantity: The number of items of the selected product.

7. To add different terminals or accessories to the same order, select Add order line and specify the details.
8. Select Submit 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, navigate 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 POS 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 request a replacement terminal in the same order. 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. 

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. You can always use the basic method to provide this information. But when you are returning multiple terminals, you may prefer another method: prepare and upload a CSV file with the details, or start from the Terminals list and bulk select the terminals.

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 ). 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. Use one of the following methods to specify the terminal(s) to return or replace.

   Basic method:

   1. Navigate to Point of sale > Returns and replacements, and click New request. 
   2. Select either Request replacement or Request return.
   3. Under Find terminal, enter the terminal serial number.

   4. Provide problem details: Select the problem category that best indicates what's wrong with the terminal, optionally enter a problem description, and select Continue.

   Using a CSV file:

   1. Navigate to Point of sale > Returns and replacements, and click New request. 
   2. Select either Request replacement or Request return.

   3. Under Upload CSV file, click the box and select the CSV file you prepared earlier. If an error message appears, fix the error in the CSV file and try again.

   Using the Terminals list:

   1. Navigate to Point of sale > Terminals. 
   2. Select the check boxes of the terminals you want to return or replace.
   3. Select either Return terminals or Request replacement.
   4. Provide problem details: Select the check boxes of the terminals that have the same problem. Then (using the controls at the bottom) select a problem category, enter a problem description, and select Save.

   5. Repeat the previous step until you have provided problem details for each terminal.

   To add another terminal to the request, select Add more items.

5. Select Continue to shipping details.

6. Enter your delivery address. We will ship the return packaging and replacement terminals to that address. Note the following:

   • Choose other address allows you to select a previously stored address.
   • Your internal reference number: Enter any value that lets you recognize the request later on.

   • Address reference: Enter any value that lets you recognize the address, for example for re-use in later requests. We will not use this.

7. Select Continue to summary.
8. Make sure the request is correct.

   As soon as you submit the request, you can cancel it but you can no longer change it.
   To make changes, select Edit.

9. Select Submit 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

In your return or replacement request, you need to specify the terminal 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, navigate 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, navigate 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