Verizon Return Policy
13. VZW Return Policy and Procedures. The following section discusses VZW return policy and provides the procedures to be followed to return Equipment to VZW that meets the requirements of one of the following three classifications of returns.
(1) Dead on Arrival (“DOA”) – Equipment purchased from VZW that meets all applicable DOA return criteria provided in Section 13.1.1 or 13.1.2.
(2) VZW initiated recall (“RCL”) – any Equipment shipped from VZW that is later recalled.
(3) Wrong Equipment Shipped (“WPS”) - any Equipment incorrectly shipped from VZW.
All accessory and Prepay Card/PIN sales are final and cannot be returned to VZW unless such items are recalled or shipped incorrectly by VZW.
13.1 DOA Return Criteria. Equipment sold to Agent may be returned to VZW provided such Equipment meets the DOA criteria set forth in Section 13.1.1 and 13.1.2 except as follows.
(a) If a Data Device has a soft failure (for example, a software, application, or compatibility issue), it may not be returned as a DOA. The customer should be instructed to call VZW’s Data Technical Support Team (“WDTS”) for troubleshooting and device resolution at 1-800-922-0204. Only hard failures such as keypad, display, or audio issues that have not been caused by liquid or physical damage, that can be duplicated by VZW will be accepted for return from Agent. WDTS will be the final arbiter of any disputes between the Agent and the customer as to the nature of the Data Device’s failure and resolution.
13.1.1 Equipment Out of Box Failure Return Criteria
1) “New" Equipment that exhibits immediate failure out of the box; and
2) the Equipment package is complete (no broken components) and in "like new” condition in an original box or packaging (no markings, writing, or stickers). UPC label must be present on the box or package; and
3) the Equipment has no missing or broken components; and
4) the Equipment has a verified failure that can be duplicated by VZW; and
5) the Equipment was shipped and Agent received the Equipment within ninety (90) calendar days of receipt of Agent’s RMA (VZW Indirect Agent DOA RMA Request form); and
6) Agent’s return (RMA) request to VZW was made within ten (10) calendar days of Agent’s discovery of the Equipment DOA condition; and
7) there is less than five (5) minutes on the non-resettable call timer of the handset.
13.1.2Equipment That is Defective After Sale to End User
Criteria
1) Agent must provide VZW with proof of purchase indicating that the original sale to the end user was completed within thirty (30) calendar days prior to the end user returning the Equipment to Agent as DOA. Proof of Purchase to end user is a copy of the customer’s purchase receipt indicating the Electronic Serial Number (“ESN”) or Mobile Equipment Identifier (“MEID”) of the Equipment to which the receipt applies; and
2) the Equipment has less than five hundred (500) minutes on the non-resettable call timer; and
3) the Equipment package is complete (no broken components) and in "like new” condition in its original box (no markings, writing, or stickers). UPC label must be present on the box; and.
4) the Equipment has no missing or broken components; and
5) the Equipment has a verified failure that can be duplicated by VZW; and
6) the Equipment shipped and Agent received the Equipment within one-hundred twenty (120) calendar days of receipt of Agent’s RMA (VZW Indirect Agent DOA RMA Request form); and
7) Agent’s RMA request to VZW was made within ten (10) calendar days of Agent’s discovery of the Equipment’s DOA condition.
13.1.3 Equipment That Meets DOA Criteria
13.1.3.1 Wireless handsets that meet the “Out of Box” or “Defective After Sale to End User” criteria may be returned to VZW through the RMA process set forth in Section 13.4.1.
13.1.3.2 Data Devices that meet the “Out of Box” criteria may only be returned to VZW through the RMA process set forth in Section 13.4.2.
13.1.3.3 A Data Device that fails after sale with a ‘hard’ failure such as an audio issue, keypad or display issue (which is not caused by water damage or physical abuse) may be exchanged with a new device at the original point of sale (“POS”) if the issue is evident and duplicatable. Data Devices received at the Centralized Returns Warehouse without a duplicatable defect will be returned to Agent unrepaired and credit will not be issued.
13.1.3.4 A Data Device that fails after sale to an end user with a ‘soft’ failure such as an application issue or compatibility issue should be handled through the WDTS. The customer should be informed to call the WDTS at 1-800- 922-0204 WDTS will attempt to
solve troubleshoot the Data Device issue with the customer. If WDTS determines the unit to be within the DOA timeframe (within thirty (30) days of date of purchase by customer or less than 500 minutes of use– whichever occurs first) and the unit is deemed truly ‘defective’ then the WDTS will direct the customer back to the POS for exchange with a new device. If WDTS determines the unit to be past the DOA timeframe yet within the warranty timeframe and truly defective, it will order a Field Replacement Unit (“FRU”). The FRU unit will be sent directly to only the customer by WDTS via its Direct Fulfillment Department within twenty-four to forty-eight hours for orders received prior to 4:00 PM Central Standard Time.
13.1.4Equipment That Does Not Meet DOA Criteria If the Equipment does not meet all of the criteria in either Section 13.1.1 or 13.1.2 it is not a DOA and should be addressed through either the FRU process (if within the warranty timeframe) or through the Original Equipment Manufacturer’s (“OEM”) repair process.
13.2 Recalled Equipment Return CriteriaVZW will notify Agent regarding recalled Equipment via fax or e-mail. Recalls will only be initiated by VZW’s Inventory and Logistics Group located in VZW’s Headquarters.
13.3 Wrong Equipment Shipped Return Criteria
1) The Equipment was shipped in error by VZW.
2) Agent notified VZW of the wrong shipment no more than five (5) business days after Agent initial receipt of Equipment.
3) The Equipment package must be complete (no broken components) and in “like new” condition in its original box (no markings, writings or stickers and UPC label must be present on the box).
4) The Equipment package must be complete with all its associated accessories.
13.4 Return Procedures Agent must follow the procedures provided below and provide the required information to the VZW Returns/Inventory Control Department in order to initiate a DOA, WPS or RCL return. Failure to follow these procedures may result in the delay of VZW issuing credit to Agent.
1) Agent shall not return any Equipment to the VZW warehouse without prior written authorization (in the form of a VZW generated/provided RMA number) from VZW Reverse Logistics Department.
2) All Equipment approved for return to VZW must meet the requirements set forth in Section 13.4.2 contain a Packing List (if completed online) or the RMA request form if utilizing the manual process with a valid VZW RMA number on the shipping carton, and a shipping label.
3) Agent may obtain an RMA from the VZW Returns Web Site by following the procedures in Section 13.4.1.7, or by following the manual procedures set forth in Section 13.4.2. If an RMA request is approved, but the Equipment is not received from Agent within one hundred eighty (180) days of the RMA approval date, the RMA request will be removed from the VZW system.
13.4.1 Return Procedures Utilizing the VZW Returns Website
13.4.1.1 DOA Returns – To return DOA Equipment (excluding Data Devices) that meets the DOA criteria, Agent must do the following:
(a) Fully complete VZW Indirect Agent DOA RMA Request (“RMA”) online form provided on the VZW Returns website: https://indirect/Orders.VerizonWireless.com.
(b) Fill in the following fields on the RMA form for each piece of Equipment to be returned to VZW for credit:.
(1) Dymax Item Code (Product SKU)
(2) ESN/MEID
(3) An explanation of the failure of the Equipment by selecting one of the options in the “Failure Description” drop down box.
(c) After entering all items onto the RMA form, press the “Submit Request” button for data validation. Errors encountered during the validation process will be displayed below the header section of the form. Use the Change and Delete buttons on the form to correct any errors; which may include, but are not limited to the following, invalid Dymax Item Code, ESN/MEID does not correspond to the Dymax Item Code, ESN/MEID already returned and/or ESN/MEID does not correspond to customer’s number.
(d) Press the “Submit Request” button after all errors are corrected. Once all data is validated, an RMA Number and Date will be electronically assigned and printed on the RMA form.
(e) After the RMA Number electronically appears on the RMA form, Agent must then press the “Packing Slip” button to print the “Indirect Agent Packing Slip.” If the “Packing Slip” button is not pressed the RMA will not be created and the RMA will automatically be rejected and returned to Agent. A photocopy of this Packing Slip must be included in each shipping carton.
(f) The VZW accepted RMA form will be posted on the VZW website within five (5) business days of VZW’s receipt of the returned product. Please allow thirty (30) days from receipt of Agent’s return for the credit memo to be issued. The status of the return can be viewed via the “Track DOA PRODUCT Returns” menu on the VZW Returns website, (https://IndirectOrders.VerizonWireless.com).
13.4.1.2 WPS/RCL Returns
a) Fully complete an Indirect Agent WPS/RCL RMA Request online form as provided on the VZW Returns website (https://IndirectOrders.VerizonWireless.com) for all WPS or RCL Equipment Product to be returned.
b) Fill in the following fields on the form for all Equipment to be returned to VZW for credit.
(1) Select either WPS or RCL from the drop down box
(2) Dymax Item Code
(3) ESN/MEID
c) After entering all items onto the RMA form, press the “Submit Request” button for data validation. Errors encountered during the validation process will be displayed below the header section of the form. Use the Change and Delete buttons on the form to correct any errors which may include, but not be limited to the following, invalid Dymax Item Code, ESN/MEID does not correspond to the Dymax Item Code, ESN/MEID already returned, and/or the ESN/MEID does not correspond to a customer’s number.
d) Press the “Submit Request” button after all errors are corrected. Once all data is validated, press the “Packing Slip” button to print the Indirect Agent Packing Slip. Keep the printed “Packing Slip” for future reference. The Indirect Agent WPS/RCL Request form will be forwarded electronically to the VZW Reverse Logistics Department’s email address,
DymaxIndirectReturns@SE.VerizonWireless.com.
The VZW Reverse Logistics Department will contact Agent at Agent’s email address stated on the Packing Slip for further processing. Do not send any Equipment back to the VZW warehouse without a valid RMA number.
e) Once the VZW Reverse Logistics Department provides Agent with an RMA number, input that number into the applicable field (“RMA #: _______:”) on the Indirect Agent Packing Slip. Agent must include a photocopy of this Packing Slip in each shipping carton and ensure that the RMA number is clearly and conspicuously identified (labeled) on the outside of each shipping carton.
13.4.2 Manual Return Procedures To initiate a DOA, WPS or RCL return the following information must be provided to VZW’s Returns/Inventory Control Department on a RMA form. The form can be obtained from the INFOCENTER website, Agent’s Account Manager or by requesting a copy from the Dymax Indirect Returns e-mail address shown below.
DymaxIndirectReturns@SE.VerizonWireless.com
13.4.2.1 RMA Form Required Information for each piece of Equipment:
a. Agent name (“Store/Dealer Name”), Account number (“Equipment Dymax Account Number”), address, location, phone number and fax number
b. Item number and quantity.
c. ESN/MEID
d. Dymax Sales Order number (“Dymax S/O# “) for each ESN/MEID from original packing list.
e. Agent contact name (“RMA Requested by”).
f. Type of return (“Type”) must be either DOA, WPS, RCL
g. Explanation of the failure (“Return Code”)
h. Description (“Description”) of the Item to be returned
i. Actual Minutes used (“Minutes Used”) from the Cumulative Call timer.
Email the completed form to DymaxIndirectReturns@SE.VerizonWireless.com
13.4.2.2 DOA wireless handsets must meet all DOA Return Criteria and include a copy of original POS receipt for each device returned DOA.
13.4.2.3 If Agent claims the wireless handset is DOA, Agent must provide an explanation of such failure for each ESN/MEID returned.
13.4.2.4 A completed RMA form must be included in every shipping carton, a sample RMA is provided in Section 13.4.7.
13.4.2.5 Confirmation by VZW of its acknowledgement of delivery of returned Equipment may be available to Agent within five (5) business days of receipt at the VZW warehouse. Please allow thirty (30) days from receipt of Agent return at the VZW warehouse for the credit memo to be issued.
13.4.2.6 Only DOA wireless handsets, and WPS and RCL Equipment may be returned.
13.4.2.7Do not send any Equipment to the VZW warehouse without the prior written authorization from the VZW Reverse Logistics Department. Questions regarding the status of the RMA can be addressed to the VZW Reverse Logistics Department, which can be reached at the following e-mail address or via the FAX number provided below.
FAX: 817-759-0922
13.4.3 Non-Conforming RMAs Non-Conforming RMAs will be returned to Agent, at Agent expense, and no credit will be issued. VZW can reject an RMA form for a variety of circumstances, including, but not limited to:
(a) no RMA paperwork, or
(b) incorrect RMA number, or
(c) POS receipt on DOA return with ESN/MEID notation, or
(d) incorrect SKU, or
(e) incorrect ESN/MEID, or
(f) incorrect Quantity, or
(g) nonconforming DOA (does not meet DOA requirements of less than five minutes of usage and/or is not sent back as a complete package with all original kit pieces and UPC, or handset shows visible damage such as scratches) or
(h) item not on original RMA request.
A sample RMA Rejection Form is provided in Section 13.4.6.
13.4.3.1 Material sent to VZW Centralized Returns facility that was not originally purchased from VZW will NOT be returned to Agent and credit for such material will not be issued under any circumstances.
13.4.4 Equipment can only be returned by and refunded to the original purchaser of the Equipment from VZW.
13.4.5 Shipping Preparation Guidelines for DOA, WPS or RCL Returns. Agent must follow the guidelines provided below when preparing Equipment to be shipped back to VZW:
a. Return Equipment is in an original box without additional markings, writings or stickers and the UPC label must be present on the box.
b. All Equipment must be packaged in a shipping carton.
c. The returned Equipment will include the RMA Form as a packing list (a copy of which must be included in every shipping carton.)
d. Include Agent return address on the outside of all shipping cartons
e. Ship to the address specified by VZW.
f. Provide POS receipt with ESN/MEID notation for each DOA wireless handset returned unless there is an out-of-box failure.
g. Ensure that the RMA number, as specified on the VZW Packing Slip is clearly and conspicuously identified on the outside of each shipping carton.
h. Non-Conforming RMA’s will be returned to Agent at Agent expense and no credit will be issued. VZW will reject an RMA form and/or RMA, including, but not limited to, the following circumstances: No RMA Paperwork, Proof of Purchase to end user not included, Missing sales order number indicating ESN/MEID was purchased from VZW, Incorrect RMA#, Incorrect SKU, Incorrect ESN/MEID, Incorrect Quantity or non listed ESN/MEID was not on the original RMA request). Please see attached RMA Rejection form.
i. Material sent to VZW Centralized Returns facility that was not originally purchased from VZW will NOT be returned to the sender, and credit for such material will not be issued under any circumstances.
j. Agent shall supply a pdf advance ship notification for each Agent return. The pdf shall contain a copy of the packing slip and Bill of Lading for each return. The pdf shall be emailed in advance of shipment to:
Yvette.Sanchez@verizonwireless.com or
Ajit Kumar@verizonwireless.com
k. Agent must obtain a new RMA if there is any change to the original RMA (Quantity, SKU).
13.4.6 RMA Rejection Form Example
The following is an example of the VZW Agent/Indirect RMA Rejection Form.RMA # | ||||||||||||||
Agent Code: | ||||||||||||||
Agent Name: | ||||||||||||||
Agent Address: | ||||||||||||||
The above-referenced RMA is being returned to you due to Non-conformance. There will be NO CREDIT issued for the RMA. Please contact DymaxIndirectReturns@SE.VerizonWireless.com with questions Regarding this transaction | ||||||||||||||
Return Reason
| ||||||||||||||
VZW Warehouse Signature: | Date: | |||||||||||||
13.4.7 Sample RMA Form