1) What is the First Step to initiate an RMA request from my customer?
Send your customer the RMA Form , upon receipt evaluate for completeness
2) What other documents should I require my customer to submit with the RMA Form?
For Non-conformance, you must require a Third Party Testing Result, photos of the parts, and if appropriate report from customer’s internal Engineer if TPT is not available.
3) Who will pay for the shipping of the parts from my customer?
PCX will provide the Freight Account which in turn will be charge against your Gross Profit
4) How will my customer be refunded when parts are received , Credit Invoice issued ?
The parts had to be successfully returned to the vendor , refund received before a refund to the customer will be issued.
5) If the customer paid via Credit Card , what information should I get from my customer to initiate refund
You must obtain the Credit Card Number , Credit Card Name , Expiration Number and CVV
6) What if the Credit Card formerly used to pay the order is not the same card given by the customer for refund?
If the Credit Card information is different that the Card formerly used, a refund may not be issued . More information of reason may be requested
7) If the customer paid via Electronic Payment ( ACH , Wire Transfer ) , what information should I get to initiate refund.
You must obtain the Bank Name , Name on the Bank Account , Bank Address, Bank Account# , ABA or Routing # for Domestic , SWIFT # or IBAN # for International . Accounting contact name , email and phone is required for account verification .
8) Who will issue the RMA?
Accounting will issue the RMA to be forwarded to your customer via email
9) Is there a full instruction for RMA process
Yes
10) Do I need to enter the RMA Request in EPDS?
Yes, Sales Person is responsible to key in the discrepant Material RMA request in EPDS .