A return merchandise authorization (RMA) is the process of returning a product to receive a replacement during the product's warranty period due to defect, issue, or other approved reason. To submit an RMA request, the following steps should be followed.
A customer service representative should start by gathering as much information as possible about the problem. This should include following the Troubleshooting Hardware guide as well as any other basic troubleshooting steps from your local team or software.
<aside> 💡 Note: This is only relevant to the P5 terminal
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If the issue persists, a supervisor/team lead, should step in to do more advanced troubleshooting:
Unless the terminal won’t turn on, this should include:
If the problem continues then the best course of action at this point is to see if the terminal is eligible for an RMA. To do this, check when the device was ordered and, if it was within 6 months of the current date, then please refer to your org’s internal RMA process.
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NOTE: The old method of submitting a Freshdesk Ticket and then a SFDC ticket no longer applies.
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