Shipments & Returns
Order payment hardware, track deliveries, and manage device returns. Handle the full logistics lifecycle for terminal hardware.
Overview
The Shipments and Returns sections handle the physical logistics of payment terminals — ordering new hardware, tracking deliveries to merchants, and processing device returns.
Shipments
The Shipments page shows all hardware orders and their delivery status. Use the search bar to find specific orders by Order ID or Product ID.
Creating a Shipment
Click + Create Shipment to order hardware for a merchant:
- Select a merchant — choose which merchant the hardware is for
- Choose products — select from the available product catalogue:
- Individual products (e.g., specific terminal models)
- Product bundles (pre-configured sets of devices and accessories)
- Specify quantities — set the number of each product
- Enter shipping details — delivery address and contact information
- Submit the order — the shipment will be created and tracked
Tracking Shipments
Each shipment includes:
| Field | Description |
|---|---|
| Order ID | Unique identifier for the shipment |
| Merchant | The merchant receiving the hardware |
| Status | Current delivery status |
| Tracking URL | Link to the delivery partner’s tracking page |
| Delivery Partner | The logistics provider handling the shipment |
| Package Details | Product IDs and serial numbers in the shipment |
Product Catalogue
The available products and bundles are configured for your partner account. Contact Surfboard Payments to add new products to your catalogue.
Returns
The Returns page manages device return requests for terminals that need to be sent back — whether for repairs, replacements, or end-of-service.
Creating a Return Request
Click + Create Return to initiate a device return:
- Select the merchant — choose which merchant is returning hardware
- Specify the device — enter the terminal serial number or ID
- Provide return reason — describe why the device is being returned
- Submit the request — a return label and instructions will be generated
Tracking Returns
Search for return requests by merchant name, email, or ID. Each return request shows:
- Return request ID
- Merchant information
- Device details
- Current status
- Created date
Return Statuses
| Status | Description |
|---|---|
| Created | Return request has been submitted |
| Label Sent | Return shipping label has been sent to the merchant |
| In Transit | Device has been shipped back |
| Received | Device has been received at the warehouse |
| Completed | Return has been processed |