Shipments & Returns

Overview

Shipments is where you order hardware and follow it to the door. Returns is where you send devices back, whether for repair, replacement, or because a merchant stopped using them. Both are under Operations in the sidebar.

You can also order hardware from two other places:

• A merchant’s Hardware tab, which orders for that merchant and shows its order history
• The application wizard in Advanced Mode, which orders terminals while you onboard the merchant (see Applications & Merchant Onboarding)

Shipments

The Shipments page lists your hardware orders, newest first.

• Search by recipient, serial number, tracking number, product, order ID, city, or merchant.
• Status chips (All, In progress, Completed, Cancelled) filter the list when you have orders in more than one state.
• The list shows 20 orders at a time. Click Show more to load the next batch.

Each order card shows the recipient, order ID (with a copy button), where it ships to, the number of items, the merchant, and its status. Up to four products are listed with their quantity and serial numbers. On the right you’ll find the Carrier, the Tracking number, a Track shipment link to the carrier’s tracking page, and Order details. Tracking appears once the order has shipped.

Order details

Click Order details to open the order. A progress rail shows Processing, Shipped, and Delivered (or the carrier’s own final status, such as Completed). Cancelled orders are marked in red.

The panel also shows:

• Tracking: carrier, tracking number, and a Track shipment link
• Delivery: address, phone, email, the note to the courier, and the merchant
• Items: every product and every serial number. Click a serial to copy it, or use Copy all on lines with several units.

Creating a shipment

Click Create Shipment. First choose where the terminals are going.

Option	What happens
Ship to a merchant	The hardware goes straight to one of the merchant’s stores. Activation happens automatically, so the merchant only needs to register the terminals.
Bulk order to yourself	The hardware comes to you, to distribute later. Each terminal must be activated to a merchant before it can be registered.

Note: Bulk orders to yourself are only available if you have a PCI-compliant storage facility and have signed the additional storage addendum.

The chosen mode is shown at the top of the wizard. Click Change to switch. The steps are:

• Ship to a merchant: Products → Merchant → Store → Review
• Bulk order to yourself: Products → Ship to → Review

You can click a completed step to go back to it.

Products

1. Click a product to add it to Your Order. Use Search products… or the category chips (All, Terminals, Accessories, and others) to narrow the list.
2. Expand a row to see photos, details, and the accessories that go with that terminal. Add them with Add.
3. Adjust quantities with + and − in the basket. When prices are set for your account, the basket shows a total.

The catalogue is configured for your partner account. If a product is missing, contact Surfboard to add it.

Merchant and store (ship to a merchant)

Search for the merchant by name, ID, or email, then pick the store. The store’s address is filled in for you, and you can edit it on the review step.

Ship to (bulk order)

Enter your own delivery address. It is remembered for next time. A reminder on this step explains that each terminal must be activated to its destination merchant before it can be registered (Merchant → Terminals → Activate).

Address fields

Field	Required
Recipient Name	Yes
Address	Yes
Address Line 2 / Address Line 3	No
Postal Code	Yes
City	Yes
Country	Yes. Sweden, Norway, Finland, Denmark, Ireland, or United Kingdom
Phone	Yes. The carrier uses it to contact the recipient on delivery
Email	No
Delivery Instructions	No

Review and submit

Check the Order Summary and the delivery address, then click Create Shipment (or Place Bulk Order for bulk orders). The new order appears in the list.

Tip: Your shipment is saved as a draft while you work, for up to 7 days. If you close the wizard before submitting, the button reads Resume Shipment and picks up where you left off. Start over clears the draft. Nothing is ordered until you submit.

After delivery, see Terminal Management for activating and registering terminals.

Ordering from a merchant’s Hardware tab

Open the merchant and choose the Hardware tab. Order History lists the merchant’s previous orders with status, carrier, serial numbers, address, and tracking.

Under Order Hardware:

1. Pick a Product and Qty. Click Add Product for more lines.
2. Under Select Address, choose the merchant’s address, one of its stores, or Add a new address manually.
3. Fill in Name, Street Address, Email, City, Postal Code, and Country. Phone, Address Line 2, and Delivery Instructions are optional.
4. Click Create Order.

Returns

Returns in the sidebar opens Return Requests, which tracks devices on their way back.

• Search by merchant, email, or return ID.
• Summary tiles show the total number of returns, the number of devices, and a count per status.

Each return card shows the merchant, status, number of devices, return ID, email, and address. Click a card to see its devices: model, date, the return reason, a Billing Stopped badge when billing was stopped, and the terminal ID, merchant ID, serial number, and any comment.

Return statuses

Status	Meaning
Created	The return request has been submitted.
Approved	The return has been approved. The shipping label is available.
Rejected	The return was not approved.
Shipped	The device is on its way back.
Delivered	The device has arrived.

Return shipping label

Once a return is Approved, Shipped, or Delivered, the card shows Return shipping label with a Download label button. It downloads a PDF to print and attach to the package. Some returns approved before labels were stored may have no label; contact support if you need one.

Creating a return request

Click Create Return. The request takes three steps.

1. Merchant: search for the merchant by name, ID, or email.

2. Terminals: tick the terminals to return. If a terminal isn’t listed, use Can’t find the terminal? Add it manually and enter its terminal ID and serial number. Click Continue.

3. Details: for each device, fill in:

   • Serial Number (required)
   • Reason (required): Warranty, Not Using Service, Non-Warranty Broken, Technical Issues, or Compatibility Issues
   • Stop billing for this device, to stop charging the merchant for it
   • Comment (optional)

   Then enter the Return Shipping Address. If the merchant has more than one store, pick which store’s address to use. Name, email, phone, address, city, postal code, and country are required. Delivery Instructions is optional.

Click Submit Return Request. The return appears in the list with the status Created.

Related

• Terminal Management
• Applications & Merchant Onboarding
• Merchant Management