Description:
RMA means "Return merchandise authorization" and it is used to send Ruptela hardware for repair in our logistics center in Kaunas:
Raudondvario pl. 242C, Kaunas LT-47158, Lithuania
It is used when a device cannot be fixed remotely and needs a professional hands-on approach by Ruptela specialists.
Necessary documents:
All necessary documents are attached to this article.
Steps:
Note: Before filling up RMA form, it is NECESSARY to make basic troubleshooting of the problem.(Follow our guide How to troubleshoot locally).
If nonetheless the attempts to fix it on site fail. Follow the instructions below for an RMA.
1- When you are sure that device is faulty or broken send RMA_form.xlsx file to the client and ask to fill it. You can additionally attach Return_policy.xlsx and Warranty_policy.xlsx for additional information to the client.
Note: If customer is not able or doesn't want to fill up RMA form, Tech support specialist must fill up information when possible. Filled up form (electronic version of document) must be provided to customer, sales manager and to our production department (see below).
2- After receiving filled form from client, check if the device is still in warranty period, check IMEI numbers in ERP here - Menu> Warehouse> Traceability> Serial numbers >WARRANTY DATE
Note: In some cases, Warranty date field is empty, in this case, to calculate warranty date, simply count 1 year after Sales date.
For devices without warranty we charge a 15 Eur quote fee per device to cover our costs. This needs to be paid upfront and isn’t refundable, even if you don’t proceed with repairs. However, if you do get it repaired, we’ll deduct the fee from the total repair cost.
The total cost of repair will not be higher than the original price of device of the same model.
3- If client agrees to pay the fee for non warranty devices, inform clients manager to arrange up front payment.
4- Once manager confirms money has been paid fill in RMA number and date issued in the RMA_form and BOX_label.xlsx (RMA number is the number of the ticket) and send them to the client.
IMPORTANT NOTE: If client's location is not in the European Union, an Invoice_for_clients.xlsx for Customs officers must be filled. Total value should not be more than 10 euros (doesn't need to be real).
5- Inform client that RMA number should be written outside the box if client will use his own box label. Client can use our Box_label otherwise. Ask client to inform when package has been sent.
6- When you receive confirmation that package is on the way, inform [email protected] about new shipment, including the filled RMA_form as an attachment.
7- Resolve the ticket.
If client comes back asking for information regarding the current state of his RMA, you can contact the current Senior logistics specialist by Teams or email, including RMA number or IMEI (see all updated Ruptela contacts HERE).