Tutorial Video
https://drive.google.com/file/d/1ENSlKtZivlzz5ez2HBIgVIJO6zoXlLLQ/view?usp=sharing
A return merchandise authorization (RMA) is the process of returning a product to receive a replacement during the product's warranty period due to defect, issue, or other approved reason. To submit an RMA request, the following steps should be followed.
A customer service representative should start by gathering as much information as possible about the problem. This should include following the Troubleshooting Hardware guide as well as any other basic troubleshooting steps from your local team or software.
<aside> 💡 Note: This is only relevant to the P5 terminal
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If the issue persists, a supervisor/team lead, should step in to do more advanced troubleshooting:
Unless the terminal won’t turn on, this should include:
<aside> 💡 Note: This is only relevant to the P5 terminal
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If you cannot navigate to the four-corner screen or you don’t see the cloud icon, skip this step.
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On some older terminals, the battery can stop taking a charge if it is repeatedly drained to 0%. In these scenarios, the terminal is usually otherwise undamaged and just needs a working battery. If this is the case, please visually inspect the charging port to see if appears to be intact. Sometimes the charging port can become loose over time if handled too roughly. If this is the case, the entire terminal will need to be replaced and the normal RMA procedure should be followed.
If the charging port and the rest of the terminal appears undamaged then a full RMA is not needed and we can just replace the battery. Please use the Battery Replacement article to submit a request for a new battery.
<aside> 💡 In 90% of cases so far, the terminal issues have been resolved with the above steps so if you get to this point and the issue persists, please ensure you have double checked everything. It’s also worth pointing out that it’s often easier to trust the customer went through certain steps or followed basic instructions rather than confirming they’ve actually done those things- the best advice here is to trust but validate. If you’ve asked a merchant to update the time zone on their device and they are still running into the same issue, it may help to get a screenshot of the settings page to ensure they’ve updated the right section. Or if a merchant’s receipt is printing blank, it may be helpful to have them take a quick video on their cell phone to show that the paper was inserted the correct way.
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If the problem continues then the best course of action at this point is to see if the terminal is eligible for an RMA. To do this, check when the device was ordered and, if it was within 6 months of the current date, then please submit an RMA Ticket (this just helps us record repeat issues and troubleshooting steps taken). If the device was ordered more than 6 months ago then the warranty is no longer valid and the merchant will need to purchase a new terminal.
**Click Here to submit the RMA Ticket**
Once the RMA Ticket has been submitted, please proceed to the next step.
<aside> 💡 Occasionally a member of the Quilt PayFac team may reach out over Slack with additional questions before a replacement is ordered.
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