RMA Request Process

Need to Process an RMA? Here is how to Submit your Request!

RMA Request Process

1. Perform Troubleshooting checklist and call customer support to get assistance as needed. 
2. If neither you nor technical support is able to resolve the problem, you can proceed to create an RMA Request.
3. To submit your request proceed to rma.avalan.com
Requests made over phone, email or any other form will not be considered an RMA request and you will be redirected here.
4. Create an account
The account creation process will send a link to your email to activate your account and create a password, please check your spam filter if it does not arrive within 5 minutes.
5. Once your account is made select Add Ticket in the top right of the page
6.  Fill out the Form See Below for Field-specific instructions
CC's
This is for the email address of anyone that needs to know of this ticket status that is not from your "Account" (Company)
Subject
"RMA Request - {Product name}" - This field is to specify that you have an RMA Request
Reason for RMA
If this is a: 
  1. Warranty Repair - Device Under Warranty (1 year)
  2. Degraded Wireless Signal - Wireless is not working properly (Use only when told by support)
  3. Ordered Wrong Part - Ordered the Wrong Part and returning
  4. Non-Warranty Repair - Device older than 1 year being sent in for repair (Only Use when Told by support)
  5. Key Misconfiguration -  When the device arrives with an incorrect/missing Key (EMV AP's Only)
  6. Firmware Update Needed - When a device cannot connect to our service or is standalone but needs to be updated
  7. Other -  If none of the above are the reason for RMA Please select Other and a representative will contact you for more details. 
Phone 
Contact Phone for you
Product Name
The device name as listed on the label of the unit.
Depending on the selection you may have additional fields (Serial Number, Purchase Order Number, Purchase Number Date)
Serial Number
 Insert the Serial Number of the unit. (This is a Key Lookup for us, This is a Single Serial Number. For Multiple Units create an individual ticket for each.) 
Purchase Order Number
This is the PO Number as listed on the Packing Slip from Original Shipment.
Purchase Order Date
This is the date that order was placed. (Approximate date is allowed, notate in discription)
Did you buy from one of our distributors?
Yes or no
  1. Yes: Opens Distributor Used
  2. No:  Continues down the form
Distributors Used
List where the Unit was sold to you from
Description
List where in the troubleshooting steps the unit failed, and as much detail as possible to help our RMA team to best address the issue.
Return Shipping Address
List Shipping Address in the following format "ATTN:/CC: , 123 Street, Building/Suite, City, State, Zip Code"
Attach a file
If you or your company has done any diagnostics and would like to attach them for our team to review please upload them here.
Failure to follow these instructions for all required fields will result in rejection of request until all information meets these standards.
7. Press Submit and you will receive an email telling you that your request was submitted.

An RMA Technician will review and let you know the shipping instructions for sending in your unit once approved.
Do not send in an RMA without receiving the shipping instructions, Failure to receive these instructions will result in an immediate return to sender.
Average Turnaround on an RMA can be up to 3 Weeks