Purpose

Our International Returns (also known as RMAs) follow a very different process than domestic RMAs. This article outlines the procedures that operators should follow to process an International RMA.

Process

Troubleshooting the Problem

When you discover that you have a kiosk that is not working properly, complete the following steps. 

1. Submit a HelpDesk ticket or contact 365 Support using your local support phone number.

2. Work with the Technical Support Specialist (TSS) from 365 Support to complete the various troubleshooting steps to solve the issue with your device. This may require someone to onsite with the kiosk.
   
   
3. If the troubleshooting has determined that a replacement is needed, you will then work with the TSS to begin the RMA process. 
   
   

The RMA Process

1. The Technical Support Specialist (TSS) will check to see if the part is still under warranty. The warranty is valid one year from the go-live date.
   If the part is not under warranty, you will need to discuss shipping with your Distributor.
   
   
2. The TSS will request the following information from you:
   
   
   • Contact Information: 
     • Best point of contact for facilitating the replacement
     • Best contact number and email address (if available)
       
       
   • Recipient Information:
     • Recipient name
     • Delivery address
     • Any special delivery instructions
       
       
3. You and your Distributor will receive a completed International RMA Request form from the Support staff. 
   
   
4. If you are paying for the RMA, you must provide the P.O. to your Distributor.
   
   
5. The Distributor will coordinate delivery of the part (and subsequent return of the defective part) with the point of contact that you provided.
   
   
   • If the kiosk is non-operational or significantly impaired (e.g., it cannot process credit card transactions), the part will be delivered by the next business day.
     
     
   • If the service disruption is minimal (e.g., fingerprint reader, webcam, etc.), the part will be delivered in three to five business days.
     
     
   • Exceptions to the above include:
     • When the lead time on the RMA request is insufficient to meet the shipping carrier’s last pick-up time, the SLA will be treated as if the RMA request was received the following business day.
     • When the delivery location requires longer shipping time, the SLA will adhere to reasonable estimates for available shipping options.
       
       
6. The party responsible for installation must maintain communication with Support to ensure proper replacement. The case number should be referenced on all communications in case the originating TSS is not available and another TSS steps in to assist.
   
   
7. The Distributor must include a return label with each RMA'd part if it is being replaced under warranty. When they receive the part back from you, they will determine if the part looks like it was physically damaged by consumers.
   
   
   • If it does, you will receive an invoice for payment of the damaged part.
     
     
   • You should return the defective part(s) to the Distributor within 30 days of the RMA request. Be sure to pack the defective part(s) carefully, as pieces damaged during shipment to your Distributor may also result in a charge to your account in the amount of the new part(s).
     
     
   • If the part is being replaced outside the warranty, the defective equipment does not need to be returned.
     
     
8. Support will note the status of the return and close the case.
   
   Note: Until the kiosk is returned to normal functionality, Support maintains daily communication with the appropriate party to monitor the progress of the RMA.

FAQ

Are RMA parts shipped to the operator from the 365 warehouse?

No, RMA Parts are never shipped from 365 directly to the operator.

Do Distributors have spare parts?

Yes, Distributors are required to keep a percentage of spare parts on hand at all times.

Is there a time limit for returning defective parts to the Distributor?

Yes, the operator must return the defective part to the Distributor within 30 days.

Does 365 receive any defective parts from international kiosks in the Troy warehouse? 

No, 365 does not receive any of these parts back in Troy.

Note: There are a few kiosks in the UK that start with KSK instead of VSH. They are V5 kiosks, not ReadyTouch kiosks.