RMA for Preorder Product (US - Spark CAB)¶

RMA for Preorder Products If the product is still available for preorder, Aftership will not be able to arrange an immediate shipment. In such cases, we'll proceed by requesting our logistics team to manually arrange the shipment.

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.

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 - 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 - Reject replacement request on AftershipAfter¶

After sending the return label to the customer, navigate to the return case and click 'Reject request' to halt Aftership's automatic shipment.

5 - Check the tracking# 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.

Replacement¶

To request a replacement, submit a replacement 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)