What is an RMA?

Return Merchandise Authorization (RMA)Authorization. You will need to get an RMA number to send or return merchandise to ID TECH. Any shipments to ID TECH without an RMA number will be rejected. We issue RMAs , for credit, for repair, and for key injection. The RMA number is an identification number for a record recorded in our RMA database that will be , used to collect and maintain all the information about the RMA from beginning to closeend. 

For Repair: 

You will generally get an RMA for repair from Tech Support. They will help you troubleshoot the product and can look up the serial number to see if it qualifies for service under warranty.

For Credit

Sales can issue an RMA for credit if you need to return a product that you've purchased. 

For Key injection:

Sales can issue an RMA for key injection. A key injection is a billable service, so sales will create creates a sales order and arrange for payment. They will help to identify the part number for the key you need to be injected.

When requesting an RMA number please include as much of the following information as you can.

1. Your name, Company, and contact info (email, phone number)
2. The part number or model number and serial for each unit being sent
3. A Return Address: where the repaired or injected units should be shipped when the service is finished

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For each unit returned for repair we will need to know what observations can be made that led you to return the unit. Reference a Tech Support case number if you can. Be explicit, stating "not working" as a reason for return will delay the process as we try to understand the problem. 

RMA for Repair

No Problem Found (NPF): 

Units sent to us for repair that works and pass all of our tests are subject to a 35 dollars service fee. Even if they are under warranty.

User Induced:

A unit sent to us for repair with evidence of physical damage or contamination will be deemed "user induced" and will not be covered under warranty.  If you do want it to be repaired, the flat-rate service fee for that specific product applies; and if you just want it to be returned "as is" without being repaired, the $35 basic diagnostic fee will apply even if it is still within the one-year warranty period.

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