Customer Service
Below we have gathered information about our most frequently asked questions or you can ask your own question in our chat for quick response. In the menu above you can find our electronic forms.
Here you can find our general agreements (Swedish)
Click here to take part of our Personal Data Processing Agreement
Returns, Shipping & Warranty Issues
I have received an exchange unit what should I do with the error reported unit?
The unit that is error reported needs to be sent back to the address on the return form within 5 workdays. If it is sent back after 5 days, a delayed fee will be sent to the customer. If the unit has not returned after 10 working days, the customer will be charged for the total value of the error reported unit according to our general terms and conditions.
My short-term rental agreement has expired, what should I do with the equipment?
The rental equipment needs to be returned to the address OPEN has refereed to. The equipment should be returned within 5 working days after the expiration day of the rental period. The equipment shall then be returned in a similar condition and function as when the equipment was delivered to the customer.
What should I do with the equipment when my contract ends?
All equipment should be returned to the referred address according to the general agreement when the contract period has expired.
I have received an invoice regarding shipment, how come?
When we send out an exchange unit, we charge the customer for one shipment cost each time.The return shipment of the error reported equipment is payed by OPEN.
How do I know if my payment equipment is covered by the warranty?
You can find the details in your agreement. But usually the equipment is covered by the warranty during the first year, if you have bought your equipment directly from us.
Invoice questions
What should I think about if I sign an agreement with a third part financial partner?
When the financial contract has been signed with a third part partner, the contractual relationship between the customer and the financial company is regulated in a separate contract.
On my invoice, it says that I pay fr a license. What does it mean?
The license refers to the software that is connected to the hardware. The license allows you to pay with the payment solution.
Why have I received an invoice from Visma Collectors AB?
All our billing is done through Visma Collectors AB which is an external company.
I have received an invoice regarding shipment, how come?
When we send out an exchange unit, we charge the customer for one shipment cost each time.The return shipment of the error reported equipment is payed by OPEN.
Contract Period
How do I cancel my contract?
If you would like to cancel the contract, you need to fill out the form Uppsägning av utrustning. You can find more information in your contract.
What is the length of the contract?
The length of the contract can be found in your term of agreement.
What does a shutdown of our services mean?
A shutdown of our services means that the payment equipment does no longer connect to the software and the user accounts becomes inactive. If the user want to restart the services again, a startup cost will be added according to the current price list. A restart usually requires that all previous liabilities have been regulated.
What should I do with the equipment when my contract ends?
All equipment should be returned to the referred address according to the general agreement when the contract period has expired.
Why have my services been cancelled?
OPEN owns the right to cancel our services for a customer without warnings if payment would be missed despite a reminder.