What is an RMA?
Return Merchandise Authorization (RMA). 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 in our RMA database that will be used to collect and maintain all the information about the RMA from beginning to close.
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 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.
- Your name, Company, and contact info (email, phone number)
- The part number or model number and serial for each unit being sent
- A Return Address: where the repaired or injected units should be shipped when the service is finished
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.
How to request an RMA for repair?
- Send your request for RMA to Tech Support (support@idtechproducts.com). Include all the information. (model number, serial number, and a description of the problem you are having. To report the problem as efficiently as possible, use the industry-standard "expected/actual format". As in:
PROBLEM: State the problem. include version numbers. Describe the user's experience/observations
STEPS: List the steps to reproduce the problem (preferable in the demo software so we can eliminate the idea it is caused by your code)
EXPECTED RESULTS:
ACTUAL RESULTS:
2. You will receive a reply with the Tech Support Case number. Tech Support will help to validate that the unit is in need of repair. Tech support will issue the RMA number and you will receive the number with shipping instructions.
IDTECH RMA repair policy:
IDTECH products have one year warranty from the invoice date. All products sold by IDTECH are guaranteed to be free from defects. But, warranties do not cover failures caused by physical abuse or improper usage (user induced).
a. For warranty repair return, there is no service fee for the repair. Customers are to cover the freight on the way to IDTECH. IDTECH pays the freight on the way back to the customer.
Note: A basic service charge of $35 plus return freight will be applied to each returned unit with "No Problem Found" (NPF) or "User Induced".
b. For out-of-warranty repair return, the service fee will be quoted to the customer base on the product model number.
Note: * A basic service charge of $35 will be applied to each returned unit (waived if the unit will be serviced with the quoted service fee).
* IDTECH does not offer out-of-warranty service on mobile readers or Secure Heads.
| Out of Warranty Repair Fees | ||||
| Product Line | Model Number | Service Fee | Warranty | Part number |
| Augusta/Augusta S | All models | $108/$138 | 1 year | IDEM-x |
| BTPay 200 | All models | $180 | 1 year | IDMR-PBT81133TEB |
| EasyMag | TTL / Decoded models | $45/$70 | 1 year | IDEA- |
| MiniMag | TTL / Decoded models | $40/$65 | 2 years | IDMB- |
| Omni | TTL / Decoded models | $75/$105 | 1 year | WCR3 |
| Omni (Sealed) | TTL / Decoded models | $45/$85 | 1 year | WCR32x7-x00xS |
| Pin Pads | All old models | $125 | 1 year | IDPA, IDPB-8x |
| Reader/Writer | IDWA series | $250 | 1 year | IDWA- |
| Scanner | 2D Scan/2D Scan FX100 | $250 | 3 years | IDBA-664xLRB |
| Blue Scan | $250 | 3 years | IDBA-4243LRB | |
| Blue Scan Battery | $65 | 1/2 year | BAT011R | |
| Econo I&II CCD / Wands | $65 | 3 years | IDBA-4244SRB / IDT12x | |
| ValueScan | $65 | 3 years | IDBA-4244MRB | |
| VersaScan I, II & III | $65 | 3 years | IDBB-4241LRB / IDBC-4441LR | |
| SecuRED | All models | $85 | 1 year | IDSR- |
| SecureKey | M100 & M130 | $100 | 1 year | IDKE- |
| SecureMag | All models | $75 | 1 year | IDRE- |
| Sign & Pay | All models | $200 | 1 year | IDFA- |
| SmartPay | ID-80091001-001 | $115 | 4 years | ID-80091001-001 |
| SmartPin | K100(PCI 3.X) | $180 | 1 year | IDPB-9 |
| B100 | $225 | 1 year | IDPB-7 | |
| L100 | $225 | 1 year | IDPB-6 | |
| Spectrum Insert | TTL / Decoded models | $60/$90 | 1 year | SPTx- |
| Spectrum Pro | All models | $250 | 1 year | SPTP- |
| SREDKey | All models | $110 | 1 year | IDSK- |
| TedLite | ID-80086001 | $95 | 1 year | ID-80086001-001/-002 |
| VP3300 versions | All models | $98 | 1 year | IDMR-AB93133(W), IDVP-XX, IDMR-BT9XXXXX |
| uSign | uSign200/uSigh300 | $125/$150 | 1 year | IDUA- / IDUB- |
| Vend III | All models | $218 | 1 year | IDVV-380131 |
| VersaKey | All models | $80 | 1 year | IDKA- |
| VivoPay | KIOSK II & III, Vendi, VP 4800, Vend | $125 | 1 year | 1 year (For KIOSK II & III, Main $75, Antenna $50) |
| All Others | Call for price ($75/hr labor + Parts) | |||
All prices and fees are subject to change without notice. Please check with the sales team for the latest information.