What is an RMA?

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This article will provide an overview of the RMA process for ProdataKey hardware.

An RMA, or Return Merchandise Authorization, is issued by the ProdataKey Support team when the troubleshooting steps have determined that the hardware, covered under the warranty, has failed and needs to be replaced. The ProdataKey Support team will not issue an RMA until all troubleshooting steps have been exhausted. Once the Support team has determined the hardware has failed and is eligible for an RMA there are two RMA options available, Advance Shipment RMA and Distribution RMA.

If the failed hardware is returned, through either an Advanced Shipment RMA or Distribution RMA, with additional physical damage beyond what was reported to ProdataKey Support, the Installation Partner will be charged for the replacement hardware.

Advance Shipment RMA

An Advance Shipment RMA, also called an Advance Ship RMA, is where ProdataKey ships replacement hardware to the Installation Partner, along with a pre-paid return shipping label to return the failed hardware to ProdataKey. Normally, the replacement hardware will be shipped to the Installation Partner through Ground shipping, with faster shipping options available and the extra shipping cost will be billed to the Installation Partner.

If the failed hardware is not returned to ProdataKey within a reasonable period, the Installation Partner will be contacted and if the replacement hardware is not shipped back shortly after, the Installation Partner will be billed for the replacement hardware that was sent.

Distribution RMA

A Distribution RMA is where an RMA number is provided to the Installation Partner, which allows them to exchange the failed hardware for new hardware at the Distribution Partner where the hardware was originally purchased. The Distribution RMA can only be exchanged at the Distribution Partner where the hardware was purchased, not at any other Distribution Partner. The failed hardware will then be returned to ProdataKey by the Distribution Partner.