RMA Manager

What Is an RMA?

An RMA (Return Merchandise Authorization) is the process for returning a product for repair, replacement, or evaluation. This guide walks you through every step — from submitting your request to receiving your item back.

1. Go to the RMA Manager homepage.
2. Click "Submit a New RMA".
3. Fill in the form below, then click "Submit RMA Request".

Your Information

• Company Name*Your organization's name (e.g., ACME Distribution Co.)
• Contact Name*Your full name
• Email Address*Where confirmation and status updates will be sent
• Additional Emails for UpdatesOptional — click “Add another email” to copy other recipients (e.g. your sales rep and a shared/generic distributor inbox). Each one receives the same confirmation and status-update emails as the primary address. Only the primary email is used to verify changes on the tracking page.
• Phone NumberOptional — if provided, you will also receive SMS text message notifications
• Shipping Address*Your address for return shipping. This is where your repaired item will be sent back. You can update this address later before the item ships back.
• FedEx Account NumberShipping on RMAs is paid by the customer, both directions. Enter your FedEx account number so return shipping is billed to your account. If you don’t provide one, you will be billed for return shipping.

Product Information

• Product Model / Name*The name or model of the item being returned
• Serial Number*Found on the product label or packaging (enter this first). The serial is checked against our records as you enter it — a verified serial shows a green confirmation with the matched model, and the Product Model and Purchase Date fill in automatically (you can still edit them). If it isn't found you'll be asked to re-enter it, and if a close match exists we'll suggest it (click the suggestion to use it). If your serial truly isn't listed (e.g. a brand-new unit), click “Submit anyway — flag serial for review” to proceed; the serial is flagged for an administrator to verify.
• Purchase DateWhen the product was originally purchased
• Describe the Issue*Describe the problem in as much detail as possible

Your RMA is now Pending Review. A company representative will review your submission and authorize it.

You will receive an email (and SMS if you provided a phone number) when your RMA is Authorized. This email includes:

• Authorization NumberRequired — write this on your package
• Return Shipping AddressWhere to send your item
• Any special notesHandling or packaging instructions from the company

1. Package your item securely.
2. Write your RMA ID and Authorization Number on the outside of the package.
3. Ship to the address provided in your authorization email.
4. Return to your RMA tracking page and fill in the "Submit Shipping Info" form:

• Carrier*Select UPS, FedEx, USPS, DHL, or Other
• Tracking Number*Your shipment tracking number
• Ship DateDate you dropped off the package (today is pre-filled)
• NotesOptional notes about your shipment

Click "Submit Shipping Info". Your status will update to In Transit to Company.

Once your package arrives at the facility, your status updates to Received – Being Repaired and you will receive an email (and SMS if you provided a phone number) confirming that your item has been received and is being processed.

Confirm or Update Your Return Address

When you visit your RMA tracking page at this stage, you will see a "Confirm Return Shipping Address" form. Your original address is pre-filled. You can:

1. Keep the address as-is — no action needed if the address is correct.
2. Edit the address — type a new shipping address if you want the item sent somewhere else.
3. Click "Use address on file" — to revert to your original submission address if you changed it.
4. Click "Save Return Address" to confirm.

When your repaired item is on its way back, your status updates to In Transit to Customer and you will receive an email with:

• Return CarrierThe shipping carrier used
• Return Tracking #Use this to track your package
• Repair DetailsWhat was repaired or replaced

Expected delivery: 3–5 business days.

1. Open your RMA tracking page (link in your email).
2. When you receive your package, click "Confirm Receipt".
3. Your RMA status updates to Resolved.

You will receive a final confirmation email summarizing the resolution.

1. Go to the RMA Manager homepage.
2. Under "Track an Existing RMA", enter your RMA # (from your confirmation email). No account or login needed.
3. Click "Track RMA".

Your tracking page shows a live timeline of all completed and upcoming steps with timestamps.

Making changes (shipping info, return address, confirming receipt) requires a quick one-time check: enter the email used when the RMA was submitted. Viewing is open; only you can make changes. Opening the link from your confirmation email verifies you automatically.

The RMA Manager works on phones and tablets. All pages — submission, tracking, shipping forms, and receipt confirmation — are fully responsive and optimized for small screens.