RMA Clain Process

1. Identify the items subject to return for credit.
2. Once the items have been discerned for return, a list will need to be compiled on an authorized RMA form or an email to include:
   1. Part number (for part that is being returned)
   2. Reason for Return Request
   3. Date Code if available
   4. Serial number if available
   5. Quantity
3. Upon receipt of the RMA form or email outlining the items for review, Customer Service will:
   1. Determine the category of request and follows the associated process per Sec. 7.0.
      1. No Charger Order: Missing, damaged or short shipped items, concealed damage.
      2. Warranty: Defective items
      3. Freight Claim: Freight damage
   2. Review the email or RMA form for accuracy / information, to determine if the requested items are eligible based on BUS-008.
   3. Provide authorization to the customer to return the items by issuing an RMA# and e-mailing or faxing the form back to the customer, eliminating items not authorized for return and noting the reason why particular items cannot be returned for credit.
      1. Supporting information and Line Comments are mandatory for all RMA's.
   4. Notify the customer of the selected return carrier:
      1. Customer service will issue a UPS call tag if each package is less than 70 lbs. and the entire shipment is less than 150 lbs.
      2. Customer service will ask the customer to ship back freight collect on a common carrier if return exceeds these weights.
   5. Notify the customer of their responsibilities as outlined in section 6.4 of this procedure.
   
   The Customer is responsible for:
   1. Ensuring all returns are packaged in such a way as to prevent damage. Damaged Items that were not properly packaged will be denied credit.
   2. Recording the "RMA #" on top of each carton. Labeling each carton 1 of 3, 2 of 3, etc.
   3. Using a photocopy of the RMA form as a packing list for each carton.