Representatives must follow all available troubleshooting steps and note the troubleshooting steps in the case. Then, reach out to a supervisor/supervisor level rep for the next step.

1. Adyen RMA (Supervisor Step)
   • Create a RMA/Return Case type
   • Fill in fields
   1. Fill in Subject → IE; “RMA: Replacement” (must contain “RMA”)
   2. Case Reason
   3. Status → Open
   4. Order Type → Replacement
   5. RMA Brand → WiseEasy
   6. Replacement Quantity → # of Readers
   7. Additional Serial Numbers → if you are submitting multiple readers, input here.
   8. Return Quantity
   9. Shipping Address → you can pull the address from the account page, unless the customer wants to use a different address.
   10. Description → must include the serial number(s) being replaced.
   • Assign to “RMA: All - Fulfillment” Case Queue

• Notify the Customer
  1. Compose an email to notify the customer that a new terminal has been ordered to replace their faulty device. Mention that a return label will come with the replacement terminal for the return of the faulty one. Emphasize the importance of returning the faulty terminal to prevent charges for the new terminal.
  2. Email Template:

Hello [Customer's Name],

We are pleased to inform you that a new card terminal has been ordered to replace your faulty device. The replacement terminal will include a return label for the return of the defective unit.

To avoid any charges for the new card terminal, please ensure the faulty terminal is returned promptly.

If you have any questions or require further assistance, please do not hesitate to contact us.

Best regards,