1. HOW TO GET STARTED RMA PORTAL

2. Content Advantages RMA Portal navigation Online repair request
Entitlement
Shipping info
Contact info
Billing info
RMA Details confirmation
Submitted RMA details
My RMA status – repair status tracking
Warranty & Entitlement validation

3. ADVANTAGES 24x7 access Online Repair requests creation
Repair Status updates
Shipment tracking information
Printable shipping documents
Warranty & entitlement information for your units
Multi language interface
Access to product documentation and other Zebra information sources

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

5. ONLINE REPAIR REQUEST
Click Create New Repair Request

6. REPAIR REQUEST DETAILS
Enter Serial Number
Click Find Product
Created request will appear here
If Serial Number is not found choose product family form drop down menu
Select Problem Area
If you want to create another request please repeat all steps.
Once you are finished with reapair requesting for all Serial numbers - click continue
Select Problem Detail
Add description
Click Add Product
Click Continue

7. ENTITLEMENT
If you do not agree with the coverage displayed, select “yes” to override and select the correct coverage for your device from the Service Type drop-down list.
In case you have chosen contract service type, you have to enter contract number to Contract Number field
In case you have chosen repeat repair service type, you have to always enter RMA number of previous job to “Original Job #” field
Customer Reference #: Enter your internal reference number if you have any
Cost of Repair: For flat-rate repairs, a per-unit quote is displayed for direct customers. If you are not direct customer (you do not have service accounts with us) you will see message “Please send your units in to our repair centre. You will be quoted via your service partner once we have received the units.”
Entitlement information shows the coverage for unit that the repair request is created for
Click Continue

8. SHIPPING INFO
Select “Change the Address” in case your address needs to be changed to new one
To change the address select “ Choose form your addresses” - for the case your address in on the list or select
COMPANY NAME
Select correct address from drop down list
ADDRESS
Edit Address details for the case you want to add new address detail
On the Return Address Shipping Information screen, verify the return address displayed. The default address is the installation location in our records
Click Continue

9. CONTACT INFO
To select the different contact from the list select “Choose from your contact”
To enter a new contact, select “Change the contact and enter your changes,
On the Shipping Contact Information screen, verify the name, phone, fax, and for the contact at the return shipping location. The default contact is based on the user requesting the RMA.
Click Continue

10. Klicken Sie auf “Weiter”
BILLING INFO
Wenn die Rechnungsanschrift nicht korrekt ist, bitte klicken Sie auf „Nein“ und „Weiter“. Motorola Support wird sich mit Ihnen in Verbindung setzen, um die richtigen Daten zu erhalten.
If billing info not correct, select “no” and click Continue. Zebra support will contact you to obtain the correct billing address.
COMPANY NAME
COMPANY NAME
ADDRESS
Verify Billing address details on the Billing Information screen.
Click Continue
Klicken Sie auf “Weiter”

11. CONFIRM RMA DETAILS
COMPANY NAME
ADDRESS
CITY
12345
SURNAME NAME
SINGLE-DEVICE REQUEST: On the Confirm RMA Details screen review the product, shipping address and contact information
Click Submit RMA.

12. MULTIPLE-DEVICE REQUEST
CONFIRM RMA DETAILS
MULTIPLE-DEVICE REQUEST
MULTIPLE-DEVICE REQUEST:
On the RMA Summary (entitlement) screen, review details for all products listed
If you decide not to ship an item, select “Remove” from the Modify column for that line
To modify the entitlement details, select “Change” and select the preferred entitlement
In case you have chosen contract service type, you have to always enter contract number to Contract Number field.
In case you have chosen repeat repair service type, you have to always enter RMA number of previous job to “Original Job #” field then click Continue to proceed with the RMA.
On the Shipping Confirmation screen, hover over the return shipping location and billing address for each line to view the details
To change the shipping, contact, or and billing locations for a specific line, click “Edit” and choose form “Use Existing” or “Create New” from the drop-down list, and enter your changes. Click OK to return to the Shipping/Shipping Contact or Billing Confirmation screen
Click continue to get to the Confirmation screen and click Submit RMA to proceed

13. SUBMITTED RMA DETAILS
On the Job Details screen, click Print RMA to print the shipping document(s) for your device(s).
Include the shipping document with each device when you are sending it to repair.
If there is a quote on the document, it can be used as a purchase order once stamped and signed for all EMEA countries except United Kingdom and South Africa where headed paper is required.
COMPANY NAME

14. MULTIPLE-DEVICE REQUEST
SUBMITTED RMA DETAILS
MULTIPLE-DEVICE REQUEST
MULTIPLE-DEVICE REQUEST – viewing / printing RMA forms:
On the Submitted RMA (Job details) screen:
Right after submitting the RMA you can see details only for first logged serial number
To see complete RMA form with all serial numbers - click print RMA. This will generate RMA form with all logged serial numbers together
If you want to see / print details of each submitted repair request separately
Go to “View Repair Status”, click on the “RMA#” of the repair request you want to see - details of the particular request will appear
To print a RMA form for each request separately follow the same path as above and just click “Print RMA” this will generate RMA form for RMA# you selected

15. Select “View repair status”
RMA STATUS
Select “View repair status”
Select time period
Enter RMA Number Serial number Customer reference number or PO number
To view RMAs that you have submitted within the last 30 days, click the View Repair Status link on the Home page. Up to 10 RMAs are listed per page.
Results

16. Validate Warranty and Entitlement
Enter serial number
Click Validate
Select “Validate Warranty / Entitlement” to view detailed information about your units
Results

17. TIPS & TRICKS
Password
There is a policy to change password each 90days. Please keep this in mind. You can change your password easily on the Home page. There is also “days to expiration” information available
What if you select “No” during the logging process
If you indicated that entitlement or billing info is not correct during the logging of the repair Zebra Technologies support will contact you to resolve your issue.
Issues handling
In the case you have any other trouble with RMA Portal please contact Zebra Technologies support via . If possible attach print screen, description of the actions that led to your issue.

18. USEFUL LINKS Support WebPages emea.ccc@zebra.com
Online RMA – Global page (all regions)
Online RMA - Europe, Middle East & Africa

19. THANK YOU