This guide explains how to report a malfunctioning Westpay device.
Replacement procedure
There are two ways a Customer can request a WestPay terminal replacement:
- Via MyTrivec (selfservice).
- By contacting Support (via Phone or E-mail).
MyTrivec - Selfservice
To request a replacement yourself using MyTrivec, follow the guide: Terminal replacement on MyTrivec
E-mail or Phone to support
Otherwise, contact Trivec Support:
| Phone | |
| support@trivec.se | +46 (0)10-150 23 00 |
Required information
To request a replacement of a faulty Westpay device, you will need the following info:
- Model (C10, C100+ or C150)
- S/N and Manufacture date (you can find it on a label on the back side of the printer)
- Terminal ID
- Company name
- Street address, Postal Code and City
- Contact Email address
- Contact mobile number
- What's wrong with the device
After registering a request, a replacement device will be shipped to the provided address with a return delivery order. To return the device:
- Place the the faulty device in the same box.
- Apply the the provided delivery order.
- Contact shipping company to book a pick-up. Make sure to do it as soon as possible to avoid the fee for not sending the faulty device (2 weeks).
Replacement cost
Device replacement fee is 200,00 SEK + VAT per device.
Repair is free of charge in the following cases:
- Faulty device is without external damage
- Faulty device is returned in time (2 weeks) after receiving the replacement device
Repair fee fees applies in the following cases:
- Faulty device has external damage or is damaged because of liquid spillage – 1500,00 SEK + VAT
- Faulty device not returned in time (2 weeks) after receiving the replacement device - from 4195,00 SEK + VAT
- Replacement requested for a perfectly functional device – 700,00 SEK + VAT
Setting up replacement devices
To set up a replacement device, follow these guides: