RMA Process - Faulty Returns

Modified on Tue, 9 Dec, 2025 at 1:22 PM

When hardware is replaced (typically under warranty), we get the old hardware back and test it, we then send faulty hardware to Pricer to see if they will replace/credit the item. This is called the RMA Process.

Rough Process guide below:

Client reaches out to report faulty hardware, Ticket is raised in Fresh Desk.
Contact "Orders" to see if the item is covered under warranty, if not request Orders send client a replacement quote. If the item is covered under warranty, continue with next step.	orders@nzesl.co.nz
Arrange replacement with Orders, arrange collection and return of faulty hardware (Orders can send the client a courier ticket) if new store install can come back on the store returns pallet.	Add item to the RMA Spreadsheet, in the Returns to be tested - Hardware Returns, Warranty and Testing.xlsx
When faulty hardware received, we test it. The RMA spreadsheet will need to be updated and the item moved to the appropriate tab - Hardware Returns, Warranty and Testing.xlsx	FAULTY - Item powers up but wont connect or behave as expected. If indeed faulty then we put on the RMA pallet at the end of the ware house. TIP - Clear or suspected impact damage or obviously outside of Pricer warranty period (different to store warranty period). Check with Warehouse where "TIP" pallet is and put on there. RETURN TO STOCK - Item tested ok and can be returned to stock, we must let orders/accounts know so they can adjust inventory. Once they have adjusted inventory we update the RMA spreadsheet Hardware Returns, Warranty and Testing.xlsx
RMA - Items to be returned to Pricer?????	Need to check with Ben but suspect you lodge a ticket here: Home under RMA tab
Items covered under warranty with Pricer. Pricer will send an email confirming which items are being replaced under warranty.	ITEMS REPLACED - These will already be added to inventory as we pay for the freight, so Items are entered when this is arranged. We need to update RMA Spreadsheet. Hardware Returns, Warranty and Testing.xlsx ITEMS NOT COVERED - These are disposed of by Pricer, we update the RMA spreadsheet. Hardware Returns, Warranty and Testing.xlsx

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