---
title: "Order, return, or replace terminals"
description: "How to order, return, or replace Adyen payment terminals."
url: "https://docs.adyen.com/point-of-sale/managing-terminals/order-terminals"
source_url: "https://docs.adyen.com/point-of-sale/managing-terminals/order-terminals.md"
canonical: "https://docs.adyen.com/point-of-sale/managing-terminals/order-terminals"
last_modified: "2025-07-22T09:36:00+02:00"
language: "en"
---

# Order, return, or replace terminals

How to order, return, or replace Adyen payment terminals.

[View source](/point-of-sale/managing-terminals/order-terminals.md)

For **testing**, you can order test payment terminals and an Adyen test card from your [test Customer Area](https://ca-test.adyen.com/). With the test card, you can make payments on the test terminals. These are dummy payments that do not result in actual credits or debits to a live bank account.

Terminals ordered from the test Customer Area can only be used in a test integration.

When you are ready to **go live**, you need to order terminals from your [live Customer Area](https://ca-live.adyen.com/). These are terminals that can make live payments.

You can also order terminals by making [API requests](/point-of-sale/automating-terminal-management).

## Requirements

Before you begin, take into account the following requirements, limitations, and preparations.

| Requirement                                     | Description                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| ----------------------------------------------- |   |
| **Integration type**                            | This applies to orders of payment terminals, card readers, and accessories for in-person payments integrations.                                                                                                                                                                                                                                                                                                                                                                                                                                                              |
| **[Customer Area roles](/account/user-roles)**  | Make sure that you have the following roles for:- **Sales orders:**

  * Both **Merchant terminal order** and **Merchant POS standard** role.
  * Or **Merchant POS Terminal Management Admin**.

- **Replacements**:

  * **Returns**: either **Merchant terminal return** role, **Merchant terminal order** role, or **Merchant POS Terminal Management Admin** role.
  * **Replacements**: either **Merchant terminal replacement** role or **Merchant POS Terminal Management Admin** role.                                                                              |
| **[Webhooks](/development-resources/webhooks)** | Subscribe to the following webhook:- **[Terminal order update](/point-of-sale/design-your-integration/notifications/standard-notifications#terminal-management-webhooks)**                                                                                                                                                                                                                                                                                                                                                                                                   |
| **Limitations**                                 | Be aware of the following limitations:- Accessories for payment terminals, such as frames and charging bases, cannot be returned. If you need replacement accessories, you have to place a [sales order](#sales-order-steps).
- Familiarize yourself with the [limitations for hardware kits](#order-hardware-kits).                                                                                                                                                                                                                                                         |
| **Setup steps**                                 | Before you begin, contact our [Support Team](https://ca-test.adyen.com/ca/ca/contactUs/support.shtml?form=other) to:- Sign up for our [Terminal Replacement Service (TRS)](#trs) to return a faulty terminal and order a new one in the same request.
- Private-label Adyen's terminal services. To order [hardware kits](#hardware-kits), contact your Adyen contact to:- Enable the hardware kit order feature.
- Create custom packaging for your hardware kit. You receive an onboarding form that you need to complete and return at least three months before go-live. |

## Regional compatibility

You can only use the terminals in the country or region where you ordered them for. This is because the wireless communications modem inside the terminals is specific to the region. The terminals will not work in a different country or region, even with a region-specific power cord.

For example, if you ordered a European terminal having delivered them to the US, it would not work even with a US power cord.

## Submit a sales order

To order terminals with custom packaging, see [Hardware kits](#hardware-kits).

To order payment terminals and accessories:

1. Log in to your [Customer Area](https://ca-test.adyen.com/).

2. Switch to the [merchant account](/account/manage-account-structure#switching-between-accounts) that you want to place the order from.

3. Go to **In-person payments** > **Orders and returns**.

4. Select **New sales order**.

5. Select the country/region where the products will be used. This determines the plug type for the products.

6. Select the terminals and accessories you want to order and add them to your cart. To make any changes to your order, select the **Edit cart** button.

   When ordering test terminals, do not forget to add a test card to your order if you do not have one yet.

7. Select **Checkout**.

8. Provide the **Shipping address** and optionally a **Purchase order number** (PO number is optional). You can select an existing delivery address, or add a new address.

9. Select **Continue to order summary** and review your order. As long as you haven't placed the order yet, you can make any changes you like.

10. Select **Place order**.

We [keep you up to date](#terminal-order-notifications) on the status of your order through email messages, in your [Customer Area](https://ca-test.adyen.com/) under **Orders and returns**, and through webhooks (if you set that up).

Your order will be dispatched from our warehouse within two business days. You can then [track your order delivery](#track-delivery).

To see how to order terminals, you can also watch a video here:

Embedded video (Vimeo): <https://player.vimeo.com/video/629185952>

When your terminal arrives you will need to [board it](/point-of-sale/managing-terminals/board-terminal). This connects the terminal to the internet, and associates it with one of your physical stores.

## Returning or replacing terminals

If your Adyen payment terminal is faulty, you have to place a return order or a replacement order in your Customer Area. We send you packaging and instructions to return the faulty terminal free of charge using a courier company of our choice.

* **Return order**: Return a faulty terminal. If you need a new terminal to replace the old one, you have to place a separate [sales order](#sales-order-steps).
* **Replacement order**: Return a faulty terminal and order a new one in the same request. This is possible if you are using our [Terminal Replacement Service (TRS)](#trs). For a monthly fee, you get a replacement terminal free of charge if the defect of the old terminal is covered by TRS.

### Troubleshoot first

Before returning or replacing a terminal, follow the steps in our [terminal troubleshooting](/point-of-sale/pos-troubleshooting) guide. This can resolve around 80% of terminal issues.

If the troubleshooting steps do not solve the problem, you may need to contact our [Support Team](https://ca-test.adyen.com/ca/ca/contactUs/support.shtml?form=other), or return the terminal.

## Terminal Replacement Service (TRS)

TRS is a service where you pay a monthly fee per terminal to replace defective terminals. If you return a faulty terminal with a defect that is covered by TRS, we send you a replacement terminal free of charge. As soon as we receive the defective terminal we stop charging you TRS fees for that terminal.\
TRS is activated at the company level, but it is possible to configure it so you get billed at the merchant account level. When terminals have been in your possession for one month, the monthly billing starts. If you reassign a terminal to a different merchant account in the middle of the month, the new merchant account is charged fees for that terminal for the whole month.

To prevent future TRS charges, you must either return your terminals by [submitting a return order](#return-replace-request) or [reassign the terminals](/point-of-sale/managing-terminals/assign-terminals) to a different merchant account or store. Terminals assigned to a terminal inventory are still subject to TRS charges.

To sign up for TRS, discuss the contractual requirements with your Adyen contact or our [Support Team](https://ca-test.adyen.com/ca/ca/contactUs/support.shtml?form=other).

### How it works

After you have signed up for TRS:

1. You place a [replace terminals order](#return-replace-request) in your Customer Area.

2. We send you the replacement terminals.

3. You send us the defective terminals in the packaging that the replacement terminals came in. Adyen covers the cost of returning the defective terminal.

4. We examine the returned defective terminals:

   * If the defect is [covered by TRS](#replacement-conditions), you pay no additional fees.
   * If there is no defect, you cover the examination cost up to 50% of the terminal's standard listed price.
   * If the defect is not [covered by TRS](#replacement-conditions), you cover the repair cost up to 100% of the terminal's standard listed price.

If you do not return the defective terminals within two weeks after you have received the replacement terminals, you will be charged the cost of the replacement terminals.

### What is covered by TRS

You can find the full [scope of TRS](https://www.adyen.com/legal/payment-device-terms-of-service#payment-device-replacement-service) in our legal documentation. The section *2.5 Defects and exclusions* lists the defects that are not covered by TRS.

Additionally, TRS does not cover:

* Terminals that are being deprecated because their [PCI security approval](/point-of-sale/user-manuals/terminal-deprecation) is expiring.
* Defective accessories, such as cables, frames, or charging bases.

## Submit a return or replacement order

To place a return or replacement order:

1. Find the serial numbers of the terminals you want to return or replace.

   The terminal serial number is shown:

   * On the underside of the terminal. Example: *S/N:123-456-789*.
   * In the Device info screen.

2. Optional. If you are returning multiple terminals, [prepare a CSV file with the required details](#csv-multiple-terminals).

3. Log in to your [Customer Area](https://ca-live.adyen.com/).

4. Switch to your [merchant account](/account/manage-account-structure#switching-between-accounts).

5. Go to **In-person payments** > **Orders and returns** and select **New return / replacement order**.

6. Select **New request**.

7. Select the option to return terminals, or the option to replace terminals (available if you signed up for TRS and the terminal is in the live environment).

8. To provide the serial numbers and problem information, either:

   * Specify terminals one by one. Enter the serial number, select the problem category, optionally enter a problem description, and select **Continue**. To add more terminals, select **Add more items** and repeat.

   or

   * Upload the [CSV file you prepared earlier](#csv-multiple-terminals). If an error message appears, fix the error in the CSV file and try again.

9. Select **Continue to shipping details** and provide the **Shipping address** and a **Purchase order number**.

   You can choose an existing delivery address, or add a new address.

10. Select **Continue to summary** and check. As long as you haven't placed the return or replacement order yet, you can make any changes.

11. Select **Submit request**.

We keep you up to date on the status of your order through email messages and in your [Customer Area](https://ca-test.adyen.com/) > **Orders and returns**. You can [track the delivery](#track-delivery).

To see how to return terminals, you can also watch a video here:

Embedded video (Vimeo): <https://player.vimeo.com/video/695693437>

#### Preparing a CSV file for multiple terminals

When you return or replace a terminal, you need to specify the terminal serial number and the type of problem. If you are returning multiple terminals you can provide these details in a comma-separated values (CSV) file.

The CSV file should have the following fields:

| Column          | Description                                                                                                                                                                                                                                                                                                                                                        |
| --------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| deviceModel     | Terminal brand and model, separated by a full stop. For example, *Verifone.P400Plus*                                                                                                                                                                                                                                                                               |
| serialNumber    | The 9-digit serial number as shown on the back of the terminal, in the format *123-456-789*                                                                                                                                                                                                                                                                        |
| problemCategory | Indicates what is wrong with the terminal. Select one of the following problem categories:- System tampered
- Display failure
- Keyboard failure
- Printer failure
- Scanner failure
- Account closure
- Wrong model ordered
- Battery failure / No power
- Chip reader failure / Not reading cards
- Hardware damage
- Network failure
- Terminal in service mode |
| description     | Optional text with a further explanation of what's wrong.                                                                                                                                                                                                                                                                                                          |

The first line should have the field names, and each subsequent line should have the details for a single terminal.

**Example CSV file:**

```bash
deviceModel,serialNumber,problemCategory,description
Verifone.E355,123-456-789,Display failure,lorem ipsum
Verifone.E355,234-567-890,Hardware damage,
```

## Send terminals back to us

After you submit a return order or a replacement order, we send you a box with a seal bag, return label, and instructions to send the faulty terminal back to us. These are the instructions included in the box:

1. Verify that serial number on the back of the terminal you are returning is the same as the serial number mentioned on the back of the instruction document.

2. Optional. If you requested a replacement terminal, this box also contains your new terminal. Inspect the terminal for tampering. Check for missing screws, additional wires or labels, holes in the device, and anything inserted in or attached to any part of the terminal.

   Contact us if you think something is wrong with the replacement terminal you received.

3. Pack the faulty terminal in the seal bag provided in the box.

4. Close the seal bag and put it back in the box. If you received multiple boxes, put a maximum of 20 terminals in each box.

   Only return the terminal. Do not include any accessories (cable, base station, dongle, and so on).

5. Stick the adhesive return label on the outside of this box, making sure it covers the original shipping label. your parcel is ready to go!

6. Optional. If the package contains a commercial invoice, put it in the adhesive box, where the original invoice was.

7. Choose one of the following options to send your parcel to us:

   * Bring your parcel to the closest UPS drop-off point.
   * Call UPS to schedule parcel collection.
   * Schedule parcel collection on [www.ups.com](https://www.ups.com). Select your country and go to **Shipping** > **Schedule a Parcel Collection**.

## Hardware kits

Hardware kits are custom packages that combine terminals, accessories, and setup instructions. They are ideal for platforms shipping terminals to sub-merchants or larger organizations distributing terminals to multiple locations. Hardware kits provide a branded unboxing experience, promote self-service activation, and streamline warehouse operations.

You can combine the following services to create your kit:

* **Kitting & Labeling**: Repack all items in a single box with custom labels for streamlined warehouse operations.
* **Sleeve**: A branded sleeve around the terminal or kit box for an end-to-end brand experience.
* **Pamphlet**: An A6 pamphlet with setup instructions and a QR code to boost sub-merchant activation.
* **Custom**: A fully customized unboxing experience.

### Order hardware kits

After you have followed the [setup steps](#requirements) with your Adyen contact, your configured kits appear as products in the Customer Area. To order a hardware kit:

1. Go to **In-person payments** > **Orders and returns**.
2. Select **New hardware kit**.

You can also [order hardware kits using the Management API](/point-of-sale/automating-terminal-management/order-terminals-api#order-hardware-kits).

For hardware kits, note the following limitations:

* You must ship at least 1000 terminals per year (10,000 for Custom kits).
* Available in EU, UK, US, CA, and AU. Contact our [Support Team](https://ca-test.adyen.com/ca/ca/contactUs/support.shtml?form=other) for JP or BR.
* Sleeves are only available for S1F2, AMS1, SFO1, and S1F4 payment terminals.
* An order cannot contain both kit and non-kit products.

## Cancel an order

After you have placed an order, it is no longer possible to change the order. But if we haven't processed the order yet, you can cancel the order.

To cancel an order:

1. Log in to your [Customer Area](https://ca-live.adyen.com/).
2. Switch to your [merchant account](/account/manage-account-structure#switching-between-accounts).
3. Go to **In-person payments** > **Orders and returns**.
4. View the **Status** of the request: **Placed** means it has not been processed and can be cancelled.
5. Select the request and select **Cancel this order**.

## Track delivery

For each shipment from our warehouse, a track and trace is created with the courier company. To track your delivery:

1. Log in to your [Customer Area](https://ca-test.adyen.com/).
2. Switch to your [merchant account](/account/manage-account-structure#switching-between-accounts).
3. Go to **In-person payments** > **Orders and returns**.
4. On the row of the order, in the **Track & trace** column, select the name of the courier company.\
   You are redirected to a site where you can track your order.

In case of delivery issues, contact the **Carrier**.

## Terminal order updates

We keep you up to date on the status of your orders and returns through email messages and in your [Customer Area](https://ca-test.adyen.com/) under **Orders and returns**. You receive emails directly from Adyen, and in some cases also directly from the carrier.

If you prefer to private-label Adyen's terminal services, Adyen can omit sending order update emails directly to the recipient. Contact our [Support Team](https://ca-test.adyen.com/ca/ca/contactUs/support.shtml?form=other) to set this up. To facilitate order delivery, we always provide the carrier with the email address of the recipient. This means that with private-labeling the recipient may still receive emails from the carrier.

In addition to emails and the Customer Area, you can receive updates in Terminal order update [webhooks](#receive-webhooks).

To fully automate your flows for orders that ship directly to a store, we do not recommended listening to `Delivered` webhooks in this scenario, because of potential delays in Carrier updates. Instead, listen to `Shipped` webhooks and perform the store assignment when you receive it. This makes sub-merchant onboarding easier as the terminal will be able to start transacting, out of the box.

### Receive webhooks

To stay informed about your order, you can subscribe to Terminal order update webhooks. These webhooks occur at certain steps in the logistical process and contain information such as shipment date, terminal serial numbers, and track & trace number. These webhooks are HTTP callbacks to your server.

To set up receiving Terminal order updates, follow the [general instructions to set up webhooks](/development-resources/webhooks). In summary:

1. [Expose an endpoint on your server](/development-resources/webhooks/configure-and-manage#expose-an-endpoint-on-your-server) where you want to receive the webhooks.
2. [Set up the webhooks in your Customer Area](/development-resources/webhooks/configure-and-manage#set-up-webhooks-in-your-customer-area) as described, but select **Terminal order update** (not Standard webhook) as the webhook type you want to add.
3. Make sure that you [accept webhooks](/development-resources/webhooks/configure-and-manage#accept-webhooks).
4. [Test and go live](/development-resources/webhooks/configure-and-manage#test-and-go-live).

#### Webhook content

After you set up the webhook type, you will receive Terminal order updates with:

| Field            | Description                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            |
| ---------------- |   |
| `orderNumber`    | The number we assigned to the sales, return, or replacement order.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     |
| `orderType`      | **salesOrder**, **returnOrder**, or **replacementOrder**.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              |
| `orderStatus`    | The event that triggered sending the webhook:- **placed**: the POS Operations team received the order submitted in your Customer Area, and is reviewing the order.
- **shipped**: the order has been shipped from the warehouse.
- **delivered**: the order has been delivered.
- **returned**: all terminals included in the return or replacement order have been received at the warehouse.
- **returnedPartial**: part of the terminals included in the return or replacement order have been received at the warehouse.
- **cancelled**: the order has been cancelled.
- **deliveryAttempted**: an attempt was made to deliver the order.
- **deliveryFailed**: the final delivery of the order was unsuccessful. |
| `orderReference` | The purchase order number (or other reference) specified in the order.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 |
| `orderedBy`      | The username of the person who placed the order in the Customer Area.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| `merchant`       | The merchant account that the order was placed from.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   |
| `company`        | The company account that the order belongs to.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         |
| `content`        | An object with more information about the order, depending on the order type and status.- For a **sales order** this can include the track & trace number, the date (`eventDate`) the order was sent or delivered, the address that terminals are shipped to, what you ordered, and the details of the shipped terminals.
- For a **return or replacement order** this can include the details and problem of the terminals to be returned, the address that return packaging and/or replacement terminals are shipped to, and the details of shipped replacement terminals.                                                                                                                                           |

The next examples show Terminal order updates for shipped orders.

**Shipped sales order**

```json
{
  "orderNumber": "8614811075307431",
  "orderType": "salesOrder",
  "orderStatus": "shipped",
  "orderReference": "YOUR_PURCHASE_ORDER",
  "orderedBy": "YOUR_USERNAME",
  "company": "ADYEN_COMPANY_ACCOUNT",
  "content": {
    "trackAndTrace": "2A830J01",
    "carrier": "UPS",
    "eventDate": "2020-08-31 00:00:00+02",
    "shippingAddress": {
      "streetAddress": "Neherkade 1 XI",
      "city": "Den Haag",
      "postalCode": "2521VK",
      "countryCode": "NL"
    },
    "orderLines": [
      {
        "productcode": "M087-500-03-WWA",
        "description": "e285p EU/GB",
        "quantity": "1"
      },
      {
        "productcode": "M475-013-34-EUA-5",
        "description": "V400m EU/GB",
        "quantity": "3"
      }
    ],
    "shippedTerminals": [
      {
        "brand": "Verifone",
        "model": "e285p",
        "serialNumber": "311-777-002",
        "uniqueTerminalId": "e285p-311777002"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "311-777-003",
        "uniqueTerminalId": "V400m-311777003"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "311-777-005",
        "uniqueTerminalId": "V400m-311777005"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "311-777-004",
        "uniqueTerminalId": "V400m-311777004"
      }
    ]
  }
}
```

**Shipped replacement order**

```json
{
  "orderNumber": "8614811075307466",
  "orderType": "replacementOrder",
  "orderStatus": "shipped",
  "orderReference": "YOUR_PURCHASE_ORDER",
  "orderedBy": "YOUR_USERNAME",
  "company": "ADYEN_COMPANY_ACCOUNT",
  "content": {
    "shippingAddress": {
      "streetAddress": "Neherkade 1 XI",
      "city": "Den Haag",
      "postalCode": "2521VK",
      "countryCode": "NL"
    },
    "returnTerminals": [
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "111-212-871",
        "problem": "Battery failure",
        "description": "fails"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "111-212-870",
        "problem": "Battery failure",
        "description": "fails"
      }
    ],
    "shippedItems": [
      {
        "model": "Sealbag",
        "serialNumber": "555123456"
      },
      {
        "model": "Sealbag",
        "serialNumber": "555123457"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "111-301-880",
        "iccidNumber": "8931087916062074853",
        "uniqueTerminalId": "V400m-111301880"
      },
      {
        "brand": "Verifone",
        "model": "V400m",
        "serialNumber": "111-301-881",
        "iccidNumber": "8931087916062074854",
        "uniqueTerminalId": "V400m-111301881"
      }
    ],
    "creationDate": "2020-08-11 14:27:40+02"
  }
}
```

## See also

* [Board terminal](/point-of-sale/managing-terminals/board-terminal)
* [Terminal troubleshooting](/point-of-sale/pos-troubleshooting)
* [Payment terminals](/point-of-sale/user-manuals)
