1. Unauthorized
2. Phone In RMA
2.1. Direct to [email protected]
2.2. CSR will redirect them to new RMA number. RMA number will post it on the policy page and contact us. RMA number will only answer questions regarding with RMA. 909 595 5661. If CSR encounter customers who do not want to make another call. Take down the number of the customer and we will have one of our agent give him/her a call at the earliest time.
2.2.1. RMA Agent open up a case for the customer. First step. Change the order status to Rma initiated. RMA agent will type in comments regarding with this case in the comment box.
2.2.1.1. RMA agent will determine if the customer have a case or not. If case can be solve without issuing RMA number. RMA agent will change the status to RMA closed.
2.2.1.1.1. If the customer do have a RMA case, the agent will issue customer a RMA number. Now the agent will change the status to RMA Issued. In the comment box, agent will fill in with all necessary information. Either the customer will send it back or we will issue a call tag.
3. Email
3.1. Rma initiated
3.1.1. RMA Agent open up a case for the customer. First step. Change the order status to Rma initiated. RMA agent will type in comments regarding with this case in the comment box.
3.1.1.1. If the customer do have a RMA case, the agent will issue customer a RMA number. Now the agent will change the status to RMA Issued. In the comment box, agent will fill in with all necessary information. Either the customer will send it back or we will issue a call tag.customer do have a RMA case, the agent will issue customer a RMA number. Now the agent will change the status to RMA Issued. In the comment box, agent will fill in with all necessary information. Either the customer will send it back or we will issue a call tag.
3.1.1.1.1. The Agent will issue the following to the RMA cases. 1. If it is a return item, agent will determine the item is returnable upon exam the package. If the return is accepted. The status will change to issuing store credit. When the store credit is issued. The status change to store credit issued. If the item is not returnable. The agent will then switch the status to RMA open. The agent and the customer will work out the details. Once the detail has been work out. It can go to RMA repair, issuing store credit or RMA closed.