CSS: e - Return Merchandise Authorization
Process Flow
- Customer/Requester required to submit e-RMA Form by clicking on Open New RMA Case and choose the related product by clicking on (+) sign button. (EOM Product: Securedongle, Token, MyCard Reader, Reader etc) or Hardware Security Module (HSM) or Public Key Infrastructure (PKI) Box.
- After clicking on related Product (RMA HSM, RMA PKI BOX and RMA OEM, Customer/Requester will be directed to User Information Section. Customer/Requester required to fill up the section accordingly.
- Customer Service Team will then checking the warranty entitlement after the e-RMA Form submitted within 24 – 48 hours time from the time of submission.
- If the item list check by Customer Service Team is still under warranty, Customer/Requester required to return the affected item to Securemetric for further checking by Support Engineer Team.
- In the case where the item is not under warranty, Customer/Requester will be notified.
- In the case where the item is still under warranty,the affected item will then pass to Support Engineer/Subject Matter Expert for further checking.
- In the event where Support Engineer identified that the affected item working properly after checking, Customer Service will notify Customer/Requester to collect back the affected item.
- Customer/Requester has an option to self-pickup the affected item or return the affected item by preferred courier services
- If Customer/Requester choose to pickup the item by preffered courier,our Operational Team will courier back the item and update the Tracking Number accordingly.
- If Customer/Requester choose to pickup the item by Self-Pickup, our Customer Service Team will liase with Customer/Requester accordingly.
General Warranty Terms and Conditions:
• Please take note every product comes with twelve (12) months warranty entitlement unless stated otherwise.
• Return shipping charges will be fully borne by customer unless stated otherwise