Reuse the original packaging when it exists, otherwise a double-wall carton with padding on all six faces. The RMA number goes on the outside of the shipping carton; do not write anything on the product box. Include the fault description and keep the carrier’s tracking number.
Procedure
Get the RMA number first
A parcel shipped without a number cannot be identified on arrival. If you have not opened a request yet, do that before preparing the box: the full procedure is in the matching guide.
Reuse the original packaging
The original foam and inserts are sized for the unit. Failing that, use a double-wall carton in good condition, clearly larger than the product.
Pad all six faces
The unit must not touch any wall of the carton. A few centimetres of gap, filled with padding above, below and on all four sides, absorbs handling shocks.
Write the RMA number on the outside
Write it legibly on the shipping carton, somewhere visible. Do not write anything on the product box or on the unit: a marked box can prevent the hardware from being reconditioned.
Enclose the fault description
Put a sheet in the parcel with the symptom, the circumstances in which it appears, the tests already carried out and the serial number. Without this information, an intermittent fault may not be reproduced when the unit is tested on arrival.
Keep the tracking number
Ship with a carrier that provides tracking and keep the proof of drop-off. It is the only document that establishes the date and the fact of shipment if the parcel is lost in transit.
Check these before calling support
- The RMA number was issued by G4POS before shipment.
- The unit touches no wall of the shipping carton.
- The carrier’s tracking number has been kept.
Useful terms
- Return merchandise authorization (RMA)
An RMA is the case number issued before hardware is returned.
- Wholesaler, distributor and reseller
A wholesaler is a business that buys in volume and resells mainly to other businesses.