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Customer SupportUpdated 4/25/2026·1,980 views

Returns and RMA Processing

Quick answer

Issue an RMA number in the Support portal, provide a return label, and inspect the item within 3 business days of receipt.

Full procedure

  1. 1Verify eligibility against the return policy.
  2. 2Issue an RMA number in the Support portal.
  3. 3Send the customer a prepaid return label.
  4. 4Upon receipt, route to Quality for inspection.
  5. 5Refund or replace within 3 business days.

Common mistakes & exceptions

  • Skipping the WMS/system logging step — every action must have a system record.
  • Not photographing exceptions before escalating.
  • Assuming verbal approval is enough — always capture the ticket or form ID.

Escalation path & subject matter expert

Escalate to
Customer Support Shift Lead
Ext. 4115 · Slack #customer-support
Subject matter expert
Priya R. — Customer Support

Frequently asked questions

Required forms

  • RMA Request
    CS-14

My private notes

returnreturnsrmarefundexchangecustomersupportwarrantydamagedbroken

Revision history

  1. 2026-04-25
    Shortened refund SLA to 3 days.
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