RMA (US) - Check Basecamp for updates¶
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.
Note that this process only applies to Shopify order. If you're processing an order from BigCommerce, please follow RMA (Non-US) instead.
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 dealers/retailers, the agent must ask for the receipt in order to verify the warranty (if it’s still within 1 year of the purchase). 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’.
Special Case:
a. The customer provides a different address or requests to change the address for the replacement.
After inquiring about basic info, if the customer provides a shipping address that differs from the one on the original order, process with step 2 in: Different Shipping Address for the Replacement
If the customer's order is a personalized product, please check Special Case b.
b. The order included personalized grille
After inquiring about basic info, if the customer's order includes a personalized grille, process with step 2 in: RMA, DOA Includes a Personalized Grille
c. Spark LIVE
- For Spark LIVE DOA/RMA (US) replacement, please create a request on JIRA.
- Only "Refund" cases can be processed on Aftership.
2 - Create a return on Aftership¶
Once the client replies with all the requested information, create a return as instructed below:
3 - Offer return label¶
- Method#1:
Click "Get return label", the label will be downloaded on your computer. If you don't see this button, please refresh the page.
Attach the label to the email and send it to the customer.
- Method#2:
Once the return label is sent to the customer, instruct them to follow the guidance in the email to return the item.
4-1 - Check the tracking# for the return package¶
Aftership will monitor the tracking number and automatically generate a new order for the replacement once the return package is delivered.
4-2 - 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.
5 - Replacement¶
Inform the customer that they will be provided with a new tracking number for the replacement. Zendesk ticket can be closed. (END)
How to find the tracking number for the replacement?¶
Customer will receive the tracking number when the replacement is shipped. Instructions below will show you how to find the tracking for the replacement manually
Aftership will change the status of the order to "Received" when the package is delivered to the service center.
And it will create a new order for the replacement automatically.
Click on the Exchange order, it will redirect you to the exchange order page on Shopify.
