Service and Support

The e285 device does not contain user-serviceable parts. Unless expressly directed, refrain from attempting any service, adjustments, or repairs on the unit under any circumstance.

For product service and repair information:

• USA – Verifone Service and Support Group, 1-800-837-4366 Monday - Friday, 8 A.M. - 8 P.M., Eastern time
• International – Contact your Verifone representative

Returning a Device for Service

You must obtain a Merchandise Return Authorization (MRA) number before returning the terminal to Verifone. The following procedure describes how to return one or more terminals for repair or replacement (U.S. customers only).

Customers outside the United States are advised to contact their local Verifone representative for assistance regarding service, return, or replacement of devices and accessories.

Il est conseillé aux clients en dehors des États-Unis de contacter leur Verifone local représentant pour obtenir de l'aide concernant l'entretien, le retour ou le remplacement des appareils Et accessoires.

1

Get the required device information

Get the following information from the printed labels on the back of each e285 device to be returned:

• Product ID, including the model and part number. For example, "e285" and "M087-XXX-XX-XXX".
• Serial number (S/N nnn-nnn-nnn)

2

Obtain the MRA number(s)

Obtain the MRA number(s) by completing one of the following:

• Call Verifone toll-free within the United States at 1-800-Verifone and follow the automated menu options.
• Select the MRA option from the automated message. The MRA department is open Monday to Friday, 8 A.M. to 8 P.M., Eastern Time.
• Give the MRA representative the information you gathered in Step 1.
• Complete the Inquiry Contact Form at https://www.verifone.com/en-us/contact/contact-us.
• Address the Subject box to "Verifone MRA Dept."
• Reference the model and part number in the Note box.

3

Describe the problem(s)

Describe the problem(s).

4

Provide the return shipping address

Provide the shipping address where the repaired or replacement unit must be returned.

5

Keep a record of the return details

Keep a record of the following items:

• Detail the issue(s) with the e285.
• Furnish the shipping address for the return of the repaired or replacement unit.
• Maintain a record of the following elements:

  • Assigned MRA number(s).
  • Verifone serial number linked to the e285 being sent for service or repair (located on the back of the unit).
  • Shipping documentation, including air bill numbers utilized for shipment tracking.
  • Model(s) returned (model numbers can be found on the Verifone label on the back of the e285 device).

Each e285 returned to Verifone requires a distinct MRA number to be issued. Even if you are returning multiple terminals of the same model, ensure that a separate MRA number is issued for each unit.