EMV: RMA Process

Contact Support

• If you have an Ingenico/EMV device 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

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. 

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, device 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. 
• After your RMA form has been submitted, we will provide you with an address label (and tracking number), which you can use to ship your device(s).
• Please follow the instructions you are given carefully because we will send replacements for ONLY the equipment we specifically list.

Replacement and Turnaround

• Before we can send a replacement device, we require you to send the defective device to JustPark HQ. 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 shipped via UPS or FedEx Ground Shipping. Please see the map below for an estimated shipping timeline from our office (in Dallas, TX) to your venue:
• If you need replacement equipment sooner than the timeline provided above, you will need to request expedited shipping. Expedited shipping costs will be your responsibility. We will provide an approximate cost and get written approval before proceeding with any additional charges. 

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)
• We will provide communication and tracking numbers throughout this process, but please don't hesitate to reach out with any questions you might have or to request clarification when needed. 

As always, happy parking!