If your Adyen terminal is faulty, you can request a return or replacement directly from your Customer Area. We will provide return packaging and shipping instructions, and cover the return cost using our designated courier.

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Please follow the steps in our Terminal Troubleshooting Guide before submitting a request. This resolves approximately 80% of terminal-related issues.

If the problem persists after troubleshooting, proceed with the steps below.

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If you are experiencing issues with your Adyen terminal and need to return or replace it, you can easily submit a request through your Adyen Customer Area. Follow the steps below to submit your request and get your terminal issue resolved quickly.

Before submitting a return or replacement request, you will need to locate the serial number of your terminal. This can be found on the underside of the terminal, labeled as "S/N:123-456-789". Alternatively, you can find the serial number in the terminal's Device Info screen.

To submit a return or replacement request, you will need to log in to your Adyen Customer Area. If you do not have an account, you can easily create one by following the prompts on the login page.

If you have multiple merchant accounts linked to your Adyen Customer Area, make sure to switch to the correct account before submitting your request.

In-person payments > Orders and returns > New return/replacement order

Once you are logged in and on the correct merchant account, navigate to the "New return/replacement order" page under the "Orders and returns" section of the "In-person payments" tab.

On the "New return/replacement order" page, click on the "New request" button to begin your return or replacement request.

On the "New request" page, select the option to "Return terminals" to indicate that you are submitting a request for a terminal return or replacement.

Next, you will need to enter the details of the terminal you are returning or replacing. This includes the serial number, problem category, and a brief description of the issue (optional). If you need to return or replace multiple terminals, you can click on the "Add more items" button to include additional terminals in your request.

Once you have entered all the necessary terminal details, click on the "Continue to shipping details" button to proceed to the next step.

• Choose an existing address or enter a new shipping address

On the "Shipping details" page, you can choose to use an existing address or enter a new one for the return or replacement shipment. Make sure to provide accurate and complete shipping information to avoid any delays in processing your request.

• Provide a Purchase Order (PO) number

If you have a Purchase Order (PO) number associated with your return or replacement request, make sure to enter it on this page.

Once you have entered all the necessary shipping details, click on the "Continue to summary" button to review and edit your request if necessary.

Finally, click on the "Submit request" button to complete your return or replacement request. You will receive a confirmation email with further instructions on how to proceed with your return or replacement once your request has been processed.

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You will receive email updates, and you can monitor the status of your return or replacement in:

Customer Area > Orders and returns

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