July 11, 2019
We have improved our Return Merchandise Authorisation (RMA) submission process to provide our customers with better service through quicker turn around times. This article will explain our new online RMA procedure and what you can expect when returning faulty goods to Scoop.
Prior to submitting products for warranty, please read our T&C's regarding the acceptance of these goods to ensure you are completely aware of our returns policy. Reference >> Terms & Conditions >> 9. Return of Goods >> 9.2 Return of defective Goods.
As of 1 August 2019 it is mandatory for all of our customers to utilise our online portal to submit faulty products for testing. Any products arriving without a system generated RMA number will no longer be accepted at our branches.
Step 1 - Contact Details
1.1) Provide us with the contact details of the person responsible for the product returns in your company. This contact information will be used to communicate status updates of the returned product/s.1.2) Next, you need to select the branch you will be returning the goods to as this will alert our technicians to expect the return at the relevant branch.
If you are unable to submit your RMA via our website or prefer to complete the form online at one of our branches, we have facilities available for you to do so.
1.3) Once you accept the T&C's you will be able to move to the next step.
Step 2 - Fault Report
It is possible to add multiple products within a single RMA submission. Simply input the product/s serial number/s to verify the warranty of the faulty product/s. It is important to note that out-of-warranty products cannot be submitted and won't be tested. Products with valid serial numbers which are still under warranty will get 'the green light' for submission.In order for our technicians to obtain accurate test results, we require as much fault related detail as possible. Tell us what the issue is and what you have tried to eliminate the problem as this sets a clear starting point for our testers to work from. When done, you may submit for processing. If you experience any difficulty with your submission, please feel free to contact [email protected] so that we may assist you further.
Step 3 - Submit Form & Drop Off Faulty Product/s
Once submitted, you will receive an email with your official RMA number. Please ensure to include this RMA number with your RMA products to your chosen branch by means of a clear label or a print-out of your ticket. Our technicians will use this RMA ticket number to update your ticket status upon receipt of the goods. An email to confirm the arrival of the goods will be sent to you. Please allow up to 72 hours for testing after receipt of faulty goods as we follow a strict first-in-first-out process to ensure all of our customers get the best service possible. In the unlikely event of the testing process exceeding our maximum turn around time without receiving any notification, please contact [email protected] so we may investigate.
Some Key Points to Bear in Mind
- No items will be accepted without a system generated RMA number.
- Check out our T&C's regarding return of goods.
- There is a R50 penalty charge for “No Fault Found” products that were submitted for testing. This will be based on the original fault description declared at the time of submission.
- Warrantees are not transferrable and therefore we may only accept items for testing when returned by the original purchaser.
- Your contact info is our only way of updating and communicating progress.
- Out of warranty items cannot be submitted
- Clear concise fault reports = more accurate testing.
- We'll get back to you within 72 hours of receipt.
We trust that our new submission process aligns with our goal of providing you with efficient and transparent service.
