RMA UK Procedure

Prerequisites 

Before raising a CAPEX RMA, please ensure a support case has been raised via SFPC and only raise once approved by a support engineer. Without a support case, an RMA will remain open and unauthorized.

For a HWaaS RMA, please refer to the following article: Submit a Case via Salesforce Partner Community.

Submitting an RMA

To submit an RMA please follow the steps:

1. Log in to Salesforce Partner Community, on the Home page, click Submit a Case button
   
   
   
2. Choose the option RMA Capex and click Next 

3. Proceed with other steps, consult How to open an RMA request for CAPEX for details

4. In the Description, please confirm the agent who approved the RMA and any details on how to reproduce the fault. Example below: 
   
   

   

5. Click Submit to finish

After Submitting 

After creating the RMA, make sure to note the ID and reply to the support case with this ID. If you don't do this, the RMA will not be processed. You will also need to include collection address details. Below is a useful template:

• RMA ID
• Collection address
• Contact name
• Contact phone number
• Contact email for shipping notifications

Once this information has been sent in the support case, the Support team will arrange the RMA's collection.

Collecting an RMA

The Support team will arrange for the RMA to be collected from the address you have provided. This will always be done for the following working day between 09:00-17:00 unless you specify otherwise.

Proceeding with an RMA

After the RMA has been collected from the specified address and delivered to the UK office, the Support team will complete testing on the device(s). If the fault is confirmed, a credit note will be issued. If the fault is not reproduced, the Support team will return the RMA to you.

The UK Support team can only assist you with the troubleshooting and collection of RMAs. If you have any additional questions please open a Customer Care case.