RMA Process (Return Merchandise Authorization)

RMA Process (Return Merchandise Authorization)



RMA Process (Return Merchandise Authorization)

What is an RMA?
An RMA (Return Merchandise Authorization) is the process that allows you to return a faulty product for inspection, repair, or replacement. It ensures your request is properly tracked and resolved quickly.

Q: How is an RMA submitted?
If a device issue cannot be resolved remotely, our Support Team will submit an RMA form on your behalf. This form is then passed to our Operations Team to start the replacement process.

Q: What happens after an RMA is submitted?

  • Operations configures and ships a replacement device to your course.
  • A prepaid return label is included for the faulty device.
  • Finance raises an invoice for the replacement device.

Q: Who pays for shipping during the RMA process?

Tagmarshal manages the return process on your behalf:

  • When we ship a replacement device, we include a prepaid return label in the box.

  • The course uses this label to send the faulty device back to us.

  • Our Finance Team will only invoice the course for the return shipping fees if the test results determine that the replacement falls outside of warranty (e.g., damage due to negligence or external causes).

This approach allows us to track both the replacement and the return under one tracking number linked to a single support ticket, ensuring faster and more reliable processing.

Important:

  • If the faulty device is covered under warranty, the invoice (including shipping fees) will be credited.

  • If the device falls outside of warranty, both the replacement and the shipping will be billable.

Q: What do I need to do with the faulty device?
The faulty device must be returned to our warehouse within 14 days of receiving the replacement. If it is not returned in time, the invoice for the replacement becomes billable.

Q: How long does the assessment take?
Once we receive the faulty device, our Tech Team will assess it within 5 business days to determine the root cause of the issue.  

Q: What happens after the assessment?
If covered under warranty → The invoice for the replacement device will be credited. (Shipping charges remain billable.)
If damaged due to negligence (not covered by warranty) → The invoice remains billable.

Q: How can I help speed up the RMA process?
Work closely with our Support Team and provide as much detail as possible about the issue before returning the device. This helps us determine whether the replacement may be billable or non-billable and allows for faster processing.  

Q: What does Clause 9 of my contract say about hardware replacement and guarantees?

Clause 9 of your contract covers hardware replacement cost, storage, and guarantee. Here’s a breakdown:

  1. Guarantee Period

    • All hardware supplied by Tagmarshal is guaranteed for the full contract period, with normal wear and tear expected.

  2. What is NOT Covered

    • The guarantee does not extend to issues caused by:

      • Accidental breakage, theft, misuse, or abuse

      • Improper installation (if done by the client)

      • Fire, liquid contact, water damage, or other external causes

      • Golf cart damage or any other action that damages the hardware

  3. Repairs & Replacements Outside Guarantee

    • If hardware is damaged, lost, or broken outside of guarantee terms, Tagmarshal can arrange repair or replacement.

    • The client is responsible for all repair/replacement fees, as well as shipping and handling costs.

  4. On-Site Service

    • If Tagmarshal needs to visit your site to perform the replacement, repair, or installation, a service and travel fee will apply at the current rates.

  5. License & Service Fee Reimbursement

    • If a device is out of service due to a hardware failure that qualifies under the guarantee, Tagmarshal will reimburse license and/or service fees on a pro-rata basis for the downtime.