Prime Core/Ultra: RMA Process

Contact Support

• If you have a PAX/Prime Core handheld that isn't working as it should or has been physically damaged, the first thing to do is contact JustPark Support via email or phone. 
  • Email: service@justpark.com
  • Phone: 214-935-9098

Step 1: Troubleshoot

• We will always attempt to troubleshoot remotely before suggesting an equipment swap because we know it's difficult to be missing devices in your lots. 
• As a part of this process, our team will ask a range of questions to diagnose potential causes of the issue you are experiencing, then we will suggest appropriate troubleshooting steps.
• If we are unable to get your equipment up and running, we will likely suggest our RMA (return merchandise authorization) process, so we can further assess the issue and/or repair it in-house. 

Step 2: RMA Form

• If we determine that your equipment needs to be replaced, we will ask that you fill out our RMA Form with: your contact information, serial numbers for the unit(s) in question, a description of the issue, best shipping address, etc.
• This form will be sent to you via a link that can be filled out on your computer or mobile device. 
• If you are sending back multiple faulty devices, you will be sent an address label for EACH device. Each unit must be packed individually and all shipping labels that were sent should be used. Not using all shipping labels or putting multiple devices in one package will result in significant delays in getting your devices returned to you.
• Please follow the instructions you are given carefully because we will send replacements for ONLY the equipment you included on the RMA form.

Step 3: Replacement and Turnaround

• Before we can send a replacement device, we require you to send the defective device out first. We do this to prevent the deactivation of the wrong Terminal ID, which may unintentionally disable other credit card readers that are not part of the RMA process.
• Your replacement will be typically be shipped via UPS. If your device(s) is/are dropped off to UPS before 2pm eastern, the replacement(s) will be delivered the very next business day. If dropped off after 2pm eastern, the replacement will be delivered in two business days.

Step 4: Diagnostics and Charges

• Once the package is received, we will give the device a full quality check and assess the issue described on the RMA Form, as well as any other finding critical to the functionality of the device. We will send back an assessment of any issues and/or monetary charges that will be incurred to fix the issue pending warranty and severity of damages due to negligence (water damage, screen damage, other physical damage, etc)
• When your device(s) is/are on their way back to you, you will receive a notification email from pkginfo@ups.com, but please don't hesitate to reach out with any questions you might have or to request clarification when needed.