Payment Terminals | Page 51 of 54
17. Servicing
This section details how a merchant shall submit a payment terminal for service or termination.
17.1 Swap Service
If a rental terminal is defective, please call Customer Service for assistance (refer to Section 20). Depending on
the nature of the defect and the merchant’s agreement, merchants will either receive a new terminal from Nets
or assistance from a Nets technician.
If receiving a new terminal, the return label(s) from Nets Customer Service shall be used and the package(s)
delivered to Postnord.
NB: If a terminal is defective, it shall not be sent for repair until the error has been reported to Nets Customer
Service. Merchants have the possibility to add swap services to their agreement for up to four years. Prior to
returning the terminal, the merchant shall ensure that it has been reconciled. The terminal must be packaged
securely. If several terminals are being returned, they must be packaged separately. Remember to include all
associated cables and equipment. ADSL modems shall not be returned to Nets.
17.2 Terminations
When terminating the lease of a Nets terminal, the terminal must not be returned to Nets until the merchant has
terminated the existing lease agreement.
Merchants who wish to buy/rent a terminal from a different supplier must first terminate their Nets lease
agreement before returning the old terminal to Nets. Until the termination notice has been received by Nets, the
lease agreement will continue to run, and the merchant will be invoiced accordingly. The merchant must also
ensure they receive a written confirmation from Nets on the lease agreement termination. A return label will be
sent to the merchant via e-mail when the termination is completed in the Nets system.
NB: Ensure that the terminal has been reconciled before returning the terminal. Pack the terminals securely
and separately. Remember to include all associated cables and equipment. The return label(s) that merchants
receive from Nets Order Handling/Cancellation must always be used when returning payment terminals. The
package(es) must then be delivered to Postnord.
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