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RMA (Non-US)

For all RMA cases at this time, please proceed by sending a replacement.

0 - Verify the warranty

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’.

2 - Fill out a RMA request

Once the client replied with all the requested information, fill in the PG RMA Form:

  1. ‘Service Type’ = RMA.‘
  2. Warranty Service’ should be ‘Replacement’.
  3. ‘Defective-User Scenario’ should be obtained via RMA Macro. Find the example below.
  4. Fill in all address details accordingly.

If the unit is purchased via another dealer, put the dealer’s name in ‘Order Number’.

3 - Request submitted, awaiting return label

Once submitted, the service center will send the return label to the agent’s email. Agents can monitor the case status via each service center/region’s RMA Form (RMA tab).

Reply to 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 - Offer return label

The service center should send the return label directly to the agent’s inbox within 3 days. ‘Inbound Tracking Number’ and ‘Current Status’ should both be updated accordingly.

If no label shows up within 3 days, please reach out to Anya Lien.

Once received the return label (which will be sent to agents' inbox), use macro Return Label and forward all related information & return labels (attached to the email) to the client. 

Make sure to provide the correct RMA number (auto-generated when submitted). Submit as ‘Pending’.

5 - Check the TRK# for the returned package

Check the tracking with the corresponding carrier. As soon as the package is on the road, we may request the replacement.

Please make sure to check RMA & OOW Process per product (OLD) to see what kind of replacement (regular or B-stock) to request for.

Request a replacement by submitting a ticket 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. Case can be closed. (END)