RMA Process
SBS RMAs are divided into three process flows: Item Not Received, Item Damage, and Other RMA Reasons.
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Item Not Received
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- This process flow is the dedicated RMA for orders that are claimed to be not received by customers.
- Potential Seller Actions:
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- Issue Refund
- Appeal – Proof of Delivery / Carrier Claim Number / Updated Tracking Number (Once the appeal has been submitted, Newegg Customer Service will handle and decide on the outcome of the return).
- Non-action occurs when a seller takes no action on an RMA after five (5) business days and will lead to an automatic refund to the customer.
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Item Damage
- This process flow is the dedicated RMA for orders that are claimed to be damaged upon customer receipt.
- Potential Seller Actions:
- Issue Refund.
- Appeal – Carrier claim number (before a shipping label is created), Return not received (after shipping label is created).
- Issue Return Label.
- A return label is immediately provided to our customers.
- The exception to this is if the item value is over $1,000 and also one of the subcategories listed below:
Monitors – LCD Flat Panel LCD TV Monitors – Portable & Touchscreen Commercial TVs Gaming Monitors LED TV Commercial Displays - Notes: Customers are required to upload images when selecting this RMA reason. Customer uploaded images will be available to the sellers on the RMA detail.
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Other RMA Reasons
- This process flow is the dedicated RMA for all other reasons not covered by Item Not Received or Item Damage.
- Potential Seller Actions:
- Issue Refund.
- Appeal: Return not received.
- Non-action from sellers once the system detects that the RMA has been received for two (2) business days may lead to an automatic refund to the customer.
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RMA Processing Window
Processing RMAs must occur within two (2) business days. This change will replace the current policy of allowing a maximum of three (3) business days for RMA processing.
Sellers must issue a refund within two (2) business days of delivery of the RMA to avoid an automatic refund of the amount communicated to the customer.