Purpose:
Use this SOP when a merchant reports that their terminal is faulty and needs to be replaced.
When to use:
Use this process for hardware issues such as terminal not powering on, frozen screen, connectivity failure, damaged unit, or repeated transaction failure after basic troubleshooting.
Steps:
Confirm the merchant name, MID, contact name, callback number, and terminal model.
Verify the issue and document the symptoms clearly in the ticket.
Confirm whether basic troubleshooting has already been attempted.
Check if the terminal is under warranty or eligible for replacement.
If eligible, create the swap request and mark the ticket priority based on business impact.
Confirm shipping address and contact details for delivery.
Inform the merchant of the expected turnaround time.
Add all internal notes, tracking details, and processor/vendor references to the ticket.
Once the replacement is delivered, follow up with the merchant to confirm activation and closure.
Close the ticket only after confirming the merchant is operational.
Internal notes to capture:
MID
Terminal type/model
Serial number
Reason for swap
Processor/vendor involved
Tracking number
Date shipped / date delivered