SOLUTION - ScanSource

General Information continued
RMA policy
1. A Return Materials Authorization (RMA) number is required for
all returns.
2. An RMA number is valid for 30 days.
3. Do not write on the product box. The RMA number should be
visible on the shipping label.
4. ScanSource does not accept returns of printheads, bar code
media, software or service contracts.
5. Misships must be reported to customer service within 15 days of
ScanSource invoice date.
6. Product will be returned to customer under the following
circumstances:
• If a product is returned missing any components sent with the
original order.
• If the condition of the returned product is in any way
misrepresented.
• If the received product is damaged in any way.
• If there is not a valid and visible RMA number on the shipping label.
• If a product returned as a DOA is tested as a full functioning
product.
• If product is received over 30 days after the date the RMA
number is issued.
• If a product is not returned in the original packaging and/or
box.
7. Products that show signs of use are not returnable to ScanSource
as non-DOA.
8. Customer is ultimately responsible for the condition of the
returned items. These policies should be communicated to their
end-user customers.
9. Customer is responsible for cost incurred by ScanSource due to
misrepresentation of the condition of product.
10. Customer is responsible for freight when returning products.
11. Product that is discontinued or obsolete from the supplier does
not qualify for a return.
NON-DOA RETURNS POLICY - All products
1. No open box returns for non-DOA products. Product box must be
clean and undamaged, with no marks of any kind. This includes
writing, stamps or shipping labels, ie. Written RMA numbers.
All products must be double boxed.
2. Original manufacturer’s packaging, both inside and outside, must
be included. Returns must be complete with all manuals, cables,
warranty cards, static bags, etc. just as the customer received
them.
3. Customers have 30 days from date of invoice to request a
non-DOA return. The RMA # issued is valid for 30 days from issue
date.
4. There will be a restocking fee on returns resulting from customer
error.
5. Non-DOA configured product may not be returned.
6. For customers on credit terms, credit will be applied to your
account when the product is received by ScanSource.
7. For customers on C.O.D. or credit card status, replacement
product will be sent upon receipt of product by ScanSource.
If desired, we will send replacement product at your normal
C.O.D./credit card status and you can request from the Reseller
Financial Services department a refund/credit to your card when
the returned product is received by ScanSource.
8. Customer is responsible for freight costs when returning product.
DOA RETURNS POLICY
1. Refer to Manufacturer’s Warranties and Returns Policies,
available on the ScanSource website under our Reseller Support
section.
2. If the product is tested and the problem is not duplicated, there
may be a “no problem found” fee charged to the customer.
3. Products that show signs of excessive use are not returnable to
ScanSource as DOA.
4. For customers on credit terms, credit will be applied to your
account when the product is received by ScanSource.
Replacement product will be sent in advance, freight free via
UPS Ground.
5. For customers on C.O.D. or credit card status, replacement
product will be sent upon receipt of product by ScanSource.
If desired, we will send replacement product at your normal
C.O.D. or credit card status and you can request from the Reseller
Financial Service department a refund or credit to your card when
ScanSource receives the returned product.
MAINTENANCE SERVICE CONTRACT CANCELLATION
POLICY
There will be a cancellation fee for maintenance service contract
cancellations resulting from customer error. Please contact your
ScanSource sales rep for more information.
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