If you’re experiencing an issue with a terminal accessory (such as a broken or missing cable), please follow the process below to ensure a smooth and covered replacement:
✅ Correct Process for Accessory Issues
1. Do NOT place a replacement terminal order
• Replacement orders are only for terminals and do not include accessories by default.
• Accessories ordered separately outside the proper flow may not be credited automatically.
2. Submit a Support Ticket
• Clearly specify the issue with the accessory (e.g., broken cable, missing power adapter).
• Valpay will escalate the request and arrange for a warranty replacement through Adyen.
3. Await Confirmation and Credit (if applicable)
• If an incorrect accessory order was already placed, a credit note may be issued once the invoice is generated (typically at the beginning of the following month).
• We’ll confirm and share any credit documentation when available.
💡 Important Reminders
• Accessory issues must be handled through support tickets, not the standard ordering flow.
• Credits are not guaranteed for incorrectly submitted accessory orders.
If you have questions or need help submitting a ticket, feel free to reach out to our Support team. We’re here to help!