RMA (Non-US) JIRA¶

RMA (Return Merchandise Authorization) The RMA process applies to orders that are more than 30 days from delivery but still within the warranty period.

For all RMA cases at this time, please proceed by sending a whole new item as a replacement.

0 - Verify the product issue and the purchase date¶

Before proceeding, please check the user's name & email and compare them with Shopify order information in order to verify the warranty.

If the customer bought from another dealer, the agent must ask for the receipt in order to verify the warranty (if it’s still within 1-year of the purchase/2-year in the EU). Once verified, proceed with the RMA process. 

1 - Inquire about basic info¶

Once confirmed the issue, insert Macro: [Service Center] RMA. Insert the correct country in the email subject. Submit as pending. (If the customer does not want replacement but refund instead, please modify the macro accordingly.)

2 - Fill out a RMA request on JIRA¶

Log into to RMA board (JIRA)

Once the customer replies with all the requested information, create a new RMA issue on JIRA and select the correct Issue type based on the customer's country.

Provide required information:

• Summary: RMA

• RMA: Leave blank, JIRA will generate an RMA number automatically later.

• Service: RMA

• Return Reason: Select the RMA reason.

• Order Number (RMA): Original order#.

• Product: Select the product accordingly.

• Serial Number: Product's serial number.

• Accessory: Fill in if it's necessary.

• Invoice Amount: Leave blank.

• Invoice Address: Leave blank.

• Email: Customer's email.

• Full Address: Customer's full address.

• Description: Copy & paste the User Scenario / Frequency of Use / Defective Frequency.

  

For Vix Hsieh

JIRA Status: 'To Do'

Assignee: Automatic (Vix Hsieh)

3 - Issue created, awaiting the return label¶

Once the issue is created on JIRA, agent can get the RMA Number immediately.

Spark LINK: We do not require customers to return defective Spark LINK. For Spark LINK cases where the unit is dead on arrival (DOA), please proceed directly to refund or replacement.

The RMA Number can be found in the JIRA issue:

Navigate to the Zendesk ticket and change the subject title to the RMA#:

Reply the ticket with a heads-up, for example:

Thanks for providing the information. 

I will keep you posted for the call tag/shipping label to return your package. Please wait for further notice. Thank you.

4 - Get the return label on JIRA¶

Our RMA specialist, Vix Hsieh, will tag the agent on JIRA, attach the return label to the issue within 3 days. The issue will be assigned to the agent who requests a label.

For Vix Hsieh

Reply to the issue and attach the label.

JIRA will automatically assign the issue back to the reporter.

Once attached, the agent will be notified, and they can proceed with the return process.

*If no label shows up within 3 days, please reach out to Vix Hsieh.

Download the label from JIRA and update the JIRA issue status from 'To Do' to 'In Progress'.

Use the macro Return Label and forward all related information & return labels (attached to the email) to the customer.

Ensure that the content in the macro corresponds accurately with the Zendesk ticket subject for the correct RMA number.

Submit as ‘Pending’.

5-1 - Check the tracking# for the returned package¶

Because the label is prepared by Positive Grid, once the package is en route to the service center, the agent can proceed with the Replacement Request.

5-2 - Check the registration status¶

Check the registration status by the serial number. Registered products must be deregistered before being sent back to Positive Grid.

Go to Portal and remove the registered item if it's necessary.

6 - Replacement¶

If the case requires a replacement, it can be requested as soon as the package is on the road.

To request a replacement, create a replacement issue on JIRA (Replacement, Resend (JIRA) - Check Basecamp for updates).

Logistics team should send out the replacement within roughly 2 days. The shipping information will be available in SKULabs.

Forward the tracking information to the customer when available. Close the support request on Zendesk.

7 - Close the JIRA issue¶

Before close the JIRA issue, please add a comment with the process to the issue, for example, Replacement requested with RE order number (or RE JIRA issue).

When everything is done, close the JIRA issue by changing the status from "In Progress" to "Done". (END)

7 (opt.) - Reopen the JIRA issue¶

If the customer responds on Zendesk regarding a closed request on JIRA, the agent can reopen the ticket.

a. Search the closed request with the RMA number.

b. Change the status from "Close" or "Done" to "Reopen"