Overview
If a store is experiencing issues with a printer, you’ll need to contact the MOC Team to initiate a Return Merchandise Authorization (RMA). This guide walks you through the process from start to finish.
Who is this for?
This process applies to all team members supporting hardware issues at store locations, specifically printers.
What you’ll need
Zendesk access
Phone access to call the MOC Team
A shipping label (provided during the RMA process)
Steps to Start an RMA:
Create a Zendesk Ticket
Use this subject line format:
Store Address | RMA
Call the MOC Team
Dial 800-795-1572
Report the issue clearly and request an RMA for the affected printer.
Wait for RMA Confirmation
The MOC will generate the RMA and provide return instructions.
Understand the Exchange Process
RMAs are processed as exchanges.
Replacement printers are not shipped until the return label is scanned by the carrier, confirming the faulty device is on its way to Stratix.
Update the Zendesk Ticket
Add internal notes that include:
The reported issue
Any troubleshooting steps taken
A note that the RMA has been submitted
Tag the 5&5 team using
@5&5.
Share the Ticket with 5&5
In the left menu, click Sharing
Select 5&5 from the dropdown
Additional Notes
Make sure the faulty printer is packaged properly with the return label attached.
If the return isn’t scanned, the replacement won’t ship. Follow up with the carrier or contact MOC if needed.