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What is RMA? How is a defective Walter Replaced?
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Walter RMA(Return Merchandise authorization) POLICY
1. Warranty repairs or replacements
i. Call EPAY Customer Support at (877) 800-3729 & press # 2 or email support@americanepay.com and request an RMA number.
ii. The RMA number is used to insure proper tracking of received materials. Shipments arriving at EPAY’s facility, which do not include an EPAY RMA
number, will not be accepted.
iii. To be issued an RMA number, you will need to identify;
a. Serial number of the Walter being returned
b. The site number
iv. Description of the Problem:
a. In the case of the device being returned for repair or exchanged, a brief description of the problem is required e.g., the printer does not work, cannot
see the numbers on the keypad, etc.
v. EPAY will pay for shipment of repaired or replacement of the device if covered under warranty. (Physical damage is not covered under warranty.)
vi. The minimum handling charge will be applied to all Walters returned for out of warranty repairs.
2. Out of Warranty Repair Policy
i. In the case of Out of Warranty repairs or exchanges, a Purchase Order issued by your company, which is billable for repair or exchange charges, will be
required.
ii. Customers must have a purchase order issued by their company before calling for an RMA number.
iii. To be issued an RMA number, you will need to identify;
a. Serial number of the Walter being returned
b. The site number
iv. Description of the Problem:
a. In the case of the device being returned for repair or exchanged, a brief description of the problem is required.
b. Ship the Walter “Pre-Paid” to:
American EPAY, Inc.
8420 W. Bryn Mawr Av.
Suite 510
Chicago, IL. 60631
v. The minimum handling charge will be applied to all Walters returned for out of warranty repairs.
Repair Rates and Charges
Minimum handling charge --- *$125.00 includes up to 2 hours of test and repair time and returns shipping via Fed Ex, DHL, of UPS ground service.
Additional Test Time --- $65.00 per hour
Materials required --- EPAY` s standard cost plus 10%, (misc. materials will typically be covered by minimum handling charge)
Repair Turn Around Time --- 5 working days typical for general repair, 10 working days typical for devices requiring a replacement.
Expedited Delivery --- The customer may request to have the unit shipped 2nd Day or Overnight, but will be required to pay all shipping charges from EPAY to your location.
*Screen Repair --- Screen Repair is an additional $250.00.
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