🔁 How to Return or Replace an Adyen Terminal (Valpay Partners)
If your Adyen terminal is faulty, you can request a return through your Adyen Customer Area. Valpay does not currently participate in Adyen’s Terminal Service Replacement (TSR) program. As a result, terminal replacements must be handled as two separate transactions: one return order and one new sales order.
Adyen will provide return packaging and shipping instructions, and cover the return cost using their designated courier.
🔧 Before You Submit a Return
Please follow the steps in our Terminal Troubleshooting guide under Tech & Troubleshooting before submitting a return request. This resolves approximately 80% of terminal-related issues.
If the problem persists after troubleshooting, proceed with the steps below.
❗ Important: Terminal Replacement Process for Valpay Partners
• Do NOT use the “replacement” option when submitting a return.
• Instead, you must:
1. Submit a return order for the faulty terminal.
2. Place a separate sales order for a new terminal via the Adyen Customer Area.
This ensures proper processing and tracking under Valpay’s support model.
📦 How to Submit a Terminal Return Request
1. Find the Terminal Serial Number
• Located on the underside of the device or in the terminal’s Device Info screen.
2. Log in to your Adyen Customer Area
3. Switch to the appropriate merchant account (if multiple accounts exist)
4. Navigate to:
In-person payments > Orders and returns > New return/replacement order
5. Click New Request
6. Choose the option to Return terminals (not replacement)
7. Enter terminal details:
• Serial number
• Issue category
• Optional description of the problem
• Add additional terminals if needed
8. Click Continue to shipping details
• Choose or enter a shipping address
• Add a Purchase Order (PO) number if applicable
9. Click Continue to summary to review
10. Click Submit request
✅ After Submitting
• You’ll receive confirmation and tracking updates via email.
• Monitor return progress in:
Customer Area > Orders and returns
📌 Additional Notes
• Replacement terminal = Separate sales order
Always place a separate sales order if you need a replacement device.
• Power cable replacements
Email [email protected] to request a replacement power cable.
• Accessories (frames, charging bases, etc.)
• Cannot be returned.
• To order new accessories (excluding power cables), place a sales order in Adyen.