HOW TO GET STARTED
RMA PORTAL
ZEBRA TECHNOLOGIES
March 19, 2015
CONTENT
•
•
•
•
Advantages
RMA Portal navigation
Warranty & Entitlement validation
Create New Repair Request
•
•
•
•
•
•
•
•
•
•
Entitlement
Shipping info
Contact info
Billing info
RMA Details confirmation
Submitted RMA details
View Repair Status
Schedule pickup
Repair Statistics
Approve RMA Quotation
PAGE 2
ADVANTAGES
•
•
•
•
•
•
•
•
•
•
•
24x7 access
Online Repair requests creation
Printable shipping documents
Repair Status checking
Consignment tracking information
Collection service
Repair Statistics
RMA Quotation Approval
Warranty & entitlement information checking
Multi-lingual interface
Access to products documentation and other information resources
PAGE 3
RMA PORTAL NAVIGATION
• Access RMA Portal via link https://www.zebra.com/us/en/supportdownloads/request-repair/online-rma-emea.html
• New customers please click on “PSION” link under “Register for an
Online Repair Request (RMA)” and fill in the New User Registration
form – click on Submit
• Once you receive the confirmation about your account being approved
you can request repairs via “PSION” under “Login to the RMA Portal”
• If you need help contact admin_rma@zebra.com please.
PAGE 4
RMA PORTAL NAVIGATION
Links to Useful Pages
Other useful Links and
information
RMA Portal Action
Menu
Starting menu, password
expiration and and last
logging info
PAGE 5
VALIDATE WARRANTY AND ENTITLEMENT
Click on “Validate
Warranty/Entitlement”
Enter Serial Number here
Click on Validate
Results
PAGE 6
ONLINE REPAIR REQUEST
Click on Create New
Repair Request
PAGE 7
REPAIR REQUEST DETAILS
Enter Serial Number
Select Problem Area
Select Problem
Description
Click on Find Product
If Serial Number is not
found, please choose
product family from
drop down menu
Add Additional
Problem Description
Click Continue
Click on Add Product
PAGE 8
Your requests will be
listed here before you
continue.
If you want to create
another request
please repeat all the
steps.
Once all Serial
Numbers are listed
here, you can click
on Continue.
SHIPPING INFO
To change from current address to
another existing address that is set
up in our database, select “Choose
from your addresses”
Select “Change the Address” in
case you would like to use an
address which is not present in the
drop-down menu. You can now
manually input any address details.
In case you selected “Choose from
your addresses” in the previous
step, you can select the correct
address from the drop-down menu.
If you selected “Change the
Address”, you can input any Address
details here.
On the Return Address Shipping
Information screen, please verify
the return address displayed. By
default the system displays “Use
current address” and your
default return address details set
upPAGE
for9 your account.
Click on Continue
CONTACT INFO
To select a different contact from
the list of existing contacts in our
database, select “Choose from
your contact”
To enter new contact details, select
“Change the contact”.
Click on Continue
On the Shipping Contact
Information screen, please
verify the name, telephone and
fax numbers and an email of
the contact person at the return
shipping location. The default
contact is the same as the
RMA portal account owner.
“Use current contact” is
displayed.
PAGE 10
In case you do not agree with the Service
Type displayed, please select “yes” from
the drop-down menu to override the
Service Type. After that please select the
correct Service Type from the drop-down
menu above.
If you select Contract Service Type, a
contract number is to be filled in to the
Contract Number field.
In case Repeat Repair Service Type is
selected, an RMA number of the previous
repair is to be filled in to Original Job #
field.
ENTITLEMENT
Cost of Repair: For Time&Material
repairs, a per-unit quote is displayed for
customers with direct account. If you do
not have a Direct Service Account, the
following message will be displayed:
“Please send your units to our repair
centre. You will be quoted via your
service partner once we have received
the units.
Entitlement Information
shows the Type of
Service connected to
the particular Serial
Number
PAGE 11 .
Click on Continue
Customer Reference #: Enter your
internal reference number if you have
any
BILLING INFO
If the default billing information is
in-correct, please select “no” from
the drop-down menu and click on
Continue. Zebra Technologies
support desk will contact you with
further instructions.
In case you do not have a Direct
Service Account with Zebra
Technologies your service
partner’s Billing address will be
displayed by default and is not to
be changed.
Verify Billing
address details
on the Billing
Information
PAGE 12
screen.
Click on Continue
CONFIRM RMA DETAILS
Click on Submit RMA.
PAGE 13
SINGLE-DEVICE
REQUEST: On the
Confirm RMA Details
screen, please review the
product details, shipping
address details and
contact information.
SUBMITTED RMA DETAILS
On the Job Details screen,
please click on “Print RMA” at
the bottom to print out the
shipping document(s) (RMA
form) for your device(s).
Send the faulty device(s) to
Zebra Technologies for repair
including the RMA form.
If there is a Price Quote on
the RMA form, please note it
can be used as a Purchase
Order once stamped and
signed for all EMEA countries
except for United Kingdom
and South Africa, Russia and
Ireland where a company
headed paper is required by
law.
PAGE 14
SUBMITTED RMA DETAILS
MULTIPLE-DEVICE REQUEST
• MULTIPLE-DEVICE REQUEST – view / print RMA forms:
•
• On the Submitted RMA (Job details) screen:
• To see the complete RMA form with all the serial numbers, please click on “Print all RMA`s”.
This will show RMA form with all the serial numbers logged.
• If you wish to see / print the details of each submited repair request separately :
• Please navigate to “View Repair Status”, click on the “RMA#” of the repair request you wish
to see - details of the particular request will appear.
• To print a RMA form for each request separately, please follow the same path as above and
simply click on “Print RMA”.
PAGE 15
VIEW REPAIR STATUS
Click on “View Repair Status”
To view RMA requests that you have submitted within the
last 30 days, please click on “View Repair Status” tab from
the main menu on the Home page. Up to 10 RMA requests
are shown per page.
Select time period
Click on RMA
number to see all the
details for each RMA
Enter RMA or Serial
number, Collection or
Return Tracking number,
Customer reference
number for quick search.
Status update
PAGE 16
SCHEDULE PICKUP – single
and multiple collection
Click on “View Repair Status”
In case the units are covered by contract with
collection service included you can arrange the
prepaid collection service on RMA Portal.
In all other cases by clicking on Pickup Collection
image you will be redirected to corresponding
carrier’s website where you can request collection.
Collection service is to be paid by customer.
It is possible to arrange single or multiple collection.
Multiple RMAs can be selected for collection from the
same collection address only.
Check the boxes of the RMAs you
need to arrange collection for. Click on
the truck icon to proceed.
PAGE 17
SCHEDULE PICKUP –
package count
In case of multiple RMAs selected,
specify the number of packages.
Package count should be less than or
equal to selected RMA's.
Click “Next”.
PAGE 18
SCHEDULE PICKUP
– collection details
Search the Pick Up Address
or choose from your
Collection Address and
complete the following fields
Click on “Schedule Pick Up”
PAGE 19
SCHEDULE PICKUP
– download shipping label(s)
Download Shipping Label(s). You
can download them separately
for each package or in zip. file
by selecting “ALL”.
Shipping Label(s) could also be
downloaded here after closing
the pop-up message
PAGE 20
SCHEDULE PICKUP
– download shipping label
Alternatively go back to “View
Repair Status”
And click on the button to print
the Shipping Label(s) here
PAGE 21
REPAIR STATISTICS
Click on “Repair Statistics”
Select Start Date and End
Date
Specify Repair Type by
checking Billable, Contract
or Warranty repairs boxes
Select products for
which you wish to
create a chart for from
Product List. Use
Select All to select all
products available and
Clear All to clear all
choices
Choose type of chart
Chose chart view by
selecting its Width
(Small, Medium and
Large) and Type
(Column or Line)
Select site for which
you wish to create a
chart for from Site List
Click on “Generate
Chart”
PAGE 22
REPAIR STATISTICS example
PAGE 23
Approve RMA Quotation
Click on “Approve RMA
Quotation”
Click on “Approve” to
approve the quote
Add ”PO number”
ADDRESS
Check the box to confirm
Terms of Service
PAGE 24
Read “Terms of Service”
Click on “Reject” to reject
the quote
Approve RMA Quotation
In case you choose
“Reject” you have two
options “Reject/Return”
to return the unit
unrepaired to the
Shipping address and
“Reject/Scrap” to scrap
the unit in Zebra.
PAGE 25
Click on OK to confirm
your choice
TIPS & TRICKS
• What if you select “NO” during the logging process
• If you indicated that the entitlement or billing information is not correct
during the RMA request logging, PSION support desk will contact you.
• Support needed with RMA portal handling
• In the case you are experiencing any difficulties using the RMA Portal,
please contact our PSION support desk via email and we will happily
assist. Should RMA Portal display an error message a print screen
together with detailed description would be much appreciated.
PAGE 26
USEFUL LINKS
• Support
• admin_rma@zebra.com
• Online RMA - Europe, Middle East & Africa
• https://www.zebra.com/us/en/support-downloads/request-repair/online-rma-emea.html
PAGE 27
THANK YOU