Hardware Returns and Repairs

All return requests must be sent to Cybersource Support for approval.  If for any reason you would like to return a device, please send an email to terminals@cybersource.com and include the following information.

  • Company Name
  • Billing Address
  • Contact Person’s Name, phone number, and email address
  • Original Purchase Order number or order reference number
  • Device Type
  • Serial Number
  • Hardware Revision
  • Reason for Return
  • Shipping address for repaired or replaced device

Cybersource Support will reply to you with instructions on how to proceed.  If your device needs a repair – an estimation of the repair charges will be sent to you along with the instructions. 

PLEASE NOTE: Returns may take up to ninety (90) days or longer. For this reason, CUSTOMERS ARE STRONGLY ENCOURAGED TO PURCHASE EXTRA HARDWARE PRODUCT UNITS TO AVOID DOWNTIME DURING THE RETURN PROCESS.

 

Defective Equipment

If upon delivery or after initial use, the device does not operate as it was originally designed due to a manufacturer defect, please contact Cybersource Support immediately.  If after technical support the device does not function properly, Cybersource will facilitate the return of the device to the manufacturer.

In this process, you will need to email Cybersource support with a return request as outlined above.   You will then receive instructions on how and where to return the faulty device along with a service estimate for the repairs.  Shipment costs for the return will be the responsibility of the merchant.

In Warranty:

The warranty for each device varies by the manufacturer unless an extended warranty has been purchased.

  • Miura M010 – 12 months
  • Verifone E355 – 12 months
  • Verifone VX820 – 12 months
  • Verifone P400 – 12 months
  • PAX A920 – 12 months

Though the device may still be under warranty, a service fee will still apply.  The charges for the estimated repair will be sent to you by the support team when you receive the RMA approval. 

Please note:  if the device is returned and shows signs of abuse or has been misused in any way, the warranty will be voided, and you will be charged for the replacement device and shipping costs.

Out of Warranty:

If the repair falls outside of warranty, it is up to the device owner if they would like to repair or place the device.  If you choose to repair your device, please contact Cybersource Support.  Depending on the repair needed, they will be able to provide you with an estimated repair cost and instructions on how to proceed.  It is the responsibility of the owner of the device to assume all repair fees and shipment costs. 

 

Returns

Return of Unwanted Equipment 

Returns for unwanted products will not be accepted.

Wrong or Damaged Device Received

If you have received a wrongly configured terminal, a wrong device, or if your device was received damaged, please contact Cybersource Support. Depending on the error, you will either be issued a refund, or you will receive a replacement device.   If you receive a replacement device, you will also receive a shipping label to be used to send back the incorrect device.  The return shipping costs will be covered by Cybersource.  If you do not return the device within 10 business days, you will be charged for the incorrect device, the replacement device, and the shipping costs.  

 

Cancellations

Please contact Cybersource Support immediately if you would like to cancel an order.  Cancelling an order is ONLY possible if the device has not yet been configured and/or dispatched.