Replacement of a faulty Westpay device

Modified on Wed, 25 Mar at 11:41 AM

This guide explains how to report a malfunctioning Westpay device.

Replacement procedure

There are two ways a Customer can request a WestPay terminal replacement:

To request a replacement yourself using MyTrivec, follow the guide: Terminal replacement on MyTrivec

Otherwise, contact Trivec Support:

To request a replacement of a faulty Westpay device, you will need the following info:

Model (C10, C100+ or C150)
S/N and Manufacture date (you can find it on a label on the back side of the printer)
Terminal ID
Company name
Street address, Postal Code and City
Contact Email address
Contact mobile number
What's wrong with the device

After registering a request, a replacement device will be shipped to the provided address with a return delivery order. To return the device:

Place the the faulty device in the same box.
Apply the the provided delivery order.
Contact shipping company to book a pick-up. Make sure to do it as soon as possible to avoid the fee for not sending the faulty device (2 weeks).

Device replacement fee is 275,00 SEK + VAT per device.

Repair is free of charge in the following cases:

Faulty device is without external damage
Faulty device is returned in time (2 weeks) after receiving the replacement device

Repair fee fees applies in the following cases:

Faulty device has external damage or is damaged because of liquid spillage - 1500,00 SEK + VAT
Faulty device not returned in time (2 weeks) after receiving the replacement device - from 1500,00 SEK + VAT
Faulty device not returned in time (4 weeks) after receiving the replacement device - from 4195,00 SEK + VAT
Replacement requested for a perfectly functional device – 700,00 SEK + VAT

To set up a replacement device, follow these guides: