G4POS’s terms of sale require you to contact us before any return: do not ship anything until you have an RMA number. Have the model, serial number, order reference and a description of the fault ready, then open the request from this page.
Procedure
Confirm the fault is in the hardware
Work through the troubleshooting guide that matches the symptom. A device that passes its self-test and only fails inside the software has a driver or configuration problem: fix that before opening a request.
Gather the four required details
You need the model, the serial number, the original order reference and a description of the fault with the circumstances in which it appears. Without the serial number, the unit cannot be tied back to an order.
Contact G4POS before shipping anything
The terms of sale state it: contact us before any return. A parcel received without a prior request cannot be tied to any case. Use the form at the bottom of this page, the phone or email.
Wait for the RMA number
The RMA number ties the received parcel to your request. Ship nothing until it has been issued to you. Ask about the processing time when the case is opened.
Pack and ship following the return guide
Write the RMA number on the outside of the parcel, pad the unit on all six faces, enclose the fault description and keep the tracking number. The packing guide covers each step in detail.
Check these before calling support
- The fault persists outside the client’s software: a failed self-test on a printer, a failed cross-test on a second station for any other device.
- The serial number is legible and matches a G4POS order.
- The fault has been reproduced by a cross-test: another station, another cable, or another unit.
Useful terms
- Return merchandise authorization (RMA)
An RMA is the case number issued before hardware is returned.
- Wholesaler, distributor and reseller
A wholesaler is a business that buys in volume and resells mainly to other businesses.
- Driver and firmware
The driver is the software that lets a device talk to the operating system; the firmware is the software embedded in the device itself.
Related guides
Open the request
This form opens the request with the G4POS team. Put the model, serial number, order reference and fault description in the message: those are the four details required before an RMA number can be issued.