This guide explains the procedure of replacing a malfunctioning Adyen device.
Replacement procedure
To request a replacement of a faulty Adyen device, provide Trivec Support with the following info:
- S/N (to find it, check out Finding the serial number (S/N))
- 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
The replacement fee is 150,00 €, whether device has a valid guarantee or not.
After recieving it, Trivec will inspect the device. The device repair cost will be invoiced to the customer in the following cases:
- Device was opened, modified, or repaired by parties other than Trivec;
- Device was used with wrong accessories, consumables, or devices;
- Device was externally damaged (e.g. water damage, abnormal environmental temperatures, oxidization, device dropped...);
- Device was used inappropriately or in a way that conflicts with Trivec's usage guidelines for payment terminals;
- Device was exposed to a power surge;
- Device is missing some of its parts;
- Device has issues that the Customers could have solved themselves by updating or activating updates of payment terminal's software;
- Device has a faulty battery.
If no issue is found with the device (perfectly functional), an Inspection fee will be invoiced to the customer, which does not exceed 50% of the new device's listed price
Device repair costs will not exceed 50% of the new device's listed price.
The faulty device needs to be returned in time (2 weeks) after receiving the replacement device, otherwise, the Customer will be invoiced for each day that device is not returned to Trivec.
Finding the serial number (S/N)
S1E
- Serial number is displayed on a label on the backside of the device:
- Serial number can be found under SN:
S1F2
- Serial number is displayed on a label on the backside of the device:
- Serial number can be found under SN: