Submit RMA based on a support ticket.

First or second line support determines that a problem cannot be resolved remotely.

- Open your ticket and check if the type is set to "RMA".
- Go to Sharepoint > support > Repairs - RMAs > repairs
- Open the most recently created RMA and give it the next number
- Fill out the form as completely as possible
- Also update your repair report
- Save this form and email it to the customer
- Also update the description of your support ticket (include the RMA number in the description)

Upon receipt of the hardware, second line support will first check if they can repair it.
If this is not possible, you will need to submit an RMA through the respective supplier.

NOTE!
Always make sure not to send accessories (cables, adapters, batteries, SIM cards) to the respective supplier when sending an RMA. They will get lost.
If the customer sends a portable scanner with a charger and cables, only send the scanner to the supplier. Keep all accessories in the secretary's cabinet.

RMA via Duranmatic:

- Go to https://klant.duranmatic.nl/login?url=%2f
Username: secretariaat@nedfox.nl
Password: Emmel00rd2023!
- Go to "service center"
- Create a new report
- Fill in all known information and choose "create"
- Now you have to check the portal occasionally to see if an RMA number has been assigned to it
- Once you have the number, you can send your package (make sure to include your RMA number)

RMA via Akam

- Go to https://www.akam.nl
Username: secretariaat@nedfox.nl
Password: Emmel00rd@23
- Choose "RMA request"
- Fill in all known information and choose "send"
- Wait for the email from Akam with the RMA number
- Now send your RMA (the RMA number must be clearly visible on the outside of the package)

! It is also important to mention everything correctly via a ticket follow-up !
If the hardware returns repaired, second line support must first check/install the hardware.