Return Material Authorization (RMA) Request

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Teresa Evans
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1 Page of 7 Purpose: This work instruction is intended to explain in detail the steps required in the submission of a Return Material Authorization (RMA) via the C-B Portal. Responsibility: Sales Representation o It is the responsibility of the Sales Representation staff to submit appropriate and complete information in reference to any defect or deficiency via the submission of a Return Material Authorization (RMA) form o The form shall be submitted to the appropriate Warranty Analyst via the C-B Portal or via o All defects must be communicated to the appropriate CleaverBrooks Warranty Analyst within twenty one (2) days of discovery of the specific defect o Once approved, the Rep has 30 days to respond to the Warranty Analyst with the tracking number of returned part(s). Failure to provide a tracking number within 2 days will require the RMA invoice to be due and payable per the standard Rep terms o Expenses incurred in replacing, repairing or returning the equipment or any part(s) are not covered under the warranty agreements. Labor charges associated with the installation of the repaired/replaced part(s) are not covered under the warranty agreements CleaverBrooks o Once the RMA form is received and approved, a replacement part(s) will be ordered and shipped per the RMA form. Credit will not be given in lieu of a replacement part. o CB shall provide the vendor 30 days for evaluation of the defective part o Credits (if applicable) for warranty part(s) by the vendor will be submitted to the Rep and shown on the Navigator o CB has (3) three business days to process RMA or respond to the request. Process:. Log into the C-B Rep portal. a. The portal can be accessed via the web address:

2 Page 2 of 7 2. Once the log-in page has been accessed, appropriately populate the username and password field a. Please Note: If the user does not have the correct credentials to access the C-B Portal, locate and access the Sign up here link shown below b.once accessed, the Sign up here link will prompt the user to submit basic account information that will identify the user in the future. Following the population of the required fields the user will then submit the sign-up request by right-mouse-clicking

3 Page 3 of 7 the continue button. Following submission, a CleaverBrooks representative will contact the user c. Please Note: Is the user is an existing user but is not able to access the site due to invalid credentials; the CB Portal Retrieval link will prompt the user to submit the address that appears upon the user s registration. Following the submission of information, a reminder will be supplied to the user via .

4 Page 4 of 7 3. Once correctly accessed the user will be routed to the C-B Portal home screen. To access the RMA request forms, the user should right-mouse-click the Service link located in the upper center of the blue toolbar.

5 Page 5 of 7 4. Within the Service section of the portal, the user should right-mouse-click the Service Forms link located in Forms section of the Service toolbar that is located in the upper left-hand corner of the screen. 5. The resulting screen will require the user to select the RMA/Defective Parts option from the resulting menu. Once selected, right-mouse-click the Continue button to retrieve the form.

6 Page 6 of 7 6. The user is then required to completely and accurately populate the Return Material Authorization (RMA) Request Form. Missing or incomplete information can result in delayed service, delayed application of any applicable credits, and possible Return Material Authorization Request denial. a. PLEASE NOTE: If the user encounters any difficulties or question while completing the RMA Request Form please contact CleaverBrooks Technical Service for more detailed instruction i. technicalservicegroup@cleaverbrooks.com ii. Phone:

Page 7 of 7 7. Following the complete and accurate population of the RMA form, right-mouse-click the SUBMIT button located at the bottom of the RMA Request Form page a.

7 Page 7 of 7 7. Following the complete and accurate population of the RMA form, right-mouse-click the SUBMIT button located at the bottom of the RMA Request Form page a. In addition to electronically submitting the RMA Request Form, the user can also submit the completed form via: i. technicalservicegroup@cleaverbrooks.com 8. Once submitted, the RMA Request will be investigated and processed according to the CleaverBrooks Service Policy (POLICY # SER-CB-0)

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