# RMA Requests

When a device in your fleet needs servicing — whether for a hardware fault, damage from a hard landing, or a component that has reached end of life — you can open an **RMA (Return Merchandise Authorization)** directly from the Verge Aero Portal. The RMA flow walks you through scanning the affected devices, recording per-device details, and routing the request to Verge's support team. After submission, you'll receive email confirmations and progress updates as the RMA is processed and completed.

***

## Starting an RMA

There are two ways to initiate an RMA, both inside the **Fleet** workspace.

### From the RMA Requests Page

Navigate to [**Fleet > RMA Requests**](https://github.com/Verge-Aero/VergeDocs/blob/main/fleet/rmas/README.md) to see every RMA your organization has ever submitted, along with its current status. To open a new request, select **Initiate RMA** in the top toolbar.

<figure><img src="/files/H5sLlzo4EWU6X8ox2UUA" alt="Fleet > RMA Requests page listing existing RMAs with their statuses, with the Initiate RMA button in the toolbar"><figcaption><p>The RMA Requests page is the central place to track every RMA your organization has opened. Use the status filter to narrow the list, and select <strong>Initiate RMA</strong> to start a new one.</p></figcaption></figure>

### From a Fleet's Device List

If you already know which devices need to go in for service, it's often faster to start the RMA directly from the fleet view. Navigate to [**Fleet > My Fleets**](https://github.com/Verge-Aero/VergeDocs/blob/main/fleet/fleets/README.md) and open the fleet that contains the affected devices.

Use the checkboxes on the left side of the device table to select each device that needs an RMA.

<figure><img src="/files/7GgTYTI6hETUcIhYTC58" alt="Fleet detail view with several device rows checked in the left column"><figcaption><p>Select each device that needs servicing using the checkboxes in the device table. The selection count appears next to the bulk actions cog.</p></figcaption></figure>

With one or more devices selected, open the **cog (⚙) bulk actions menu** at the top of the table and choose **initiate RMA**.

<figure><img src="/files/NeIyPEYR2FUEfkFT7p7j" alt="Cog bulk actions menu open with Initiate RMA, Add Note, and Transfer Ownership options"><figcaption><p>The cog menu becomes active as soon as at least one device is selected. <strong>Initiate RMA</strong> takes you straight into the RMA details form with those devices pre-filled, skipping the scanning step.</p></figcaption></figure>

***

## Adding Devices to the RMA

When you start an RMA from the **RMA Requests** page, a scanning dialog opens so you can build up the list of devices to include. (If you started from the fleet list, the devices you checked are already attached and this step is skipped.)

<figure><img src="/files/dD3ftpTHi5efGGLTWDCH" alt="Scan Devices for RMA modal showing the camera viewfinder, INPUT/SCAN toggle, and an empty scanned-devices list"><figcaption><p>The Scan Devices for RMA dialog. Switch between camera-based scanning and manual input using the SCAN/INPUT toggle.</p></figcaption></figure>

Three input methods are supported:

| Method                               | When to use                                                                                                                                                                                                                                |
| ------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Phone or laptop camera**           | Default mode. Hold a device's QR label up to the camera and the Portal will read it automatically.                                                                                                                                         |
| **USB barcode scanner** (e.g. Eyoyo) | Toggle to **INPUT** mode and aim the scanner at each label. The scanner types the identifier and presses Enter, which submits the scan.                                                                                                    |
| **Paste from clipboard**             | Toggle to **INPUT** mode and paste a UID or serial number copied from another tool — for example, a CSV column or a chat message. Press Enter to add it. Manually typing into the input box is not supported; the value must be pasted in. |

Each successful scan shows a confirmation toast and adds the device to the list below. If you accidentally add a device twice, you'll see a warning toast — duplicates are ignored. To remove a device from the list, select the trash icon on its row.

When all the affected devices are in the list, select **Continue to RMA Details** to move on.

{% hint style="info" %}
The Portal accepts both **X1 serial numbers** (e.g. `6340`) and **full X7 UIDs** (e.g. `P8DR4T3U96`). The label format on the device tells you which one to use.
{% endhint %}

***

## Entering RMA Details

The next dialog is where you describe the issue, decide who should receive update emails, and add per-device notes.

<figure><img src="/files/UA3XifQkhFrGceKNlkGI" alt="Initiate RMA modal with RMA Description, RMA Notes, Send RMA Update Emails To selector, and per-device notes section"><figcaption><p>The Initiate RMA form when launched from the RMA Requests page. The same form is shown when launched from the cog menu, with the selected devices already attached.</p></figcaption></figure>

Fill in the following fields:

| Field                         | Required | Description                                                                                                                   |
| ----------------------------- | -------- | ----------------------------------------------------------------------------------------------------------------------------- |
| **RMA Description**           | Yes      | A short summary of the issue affecting the listed devices. This is the headline our support team sees first.                  |
| **RMA Notes**                 | No       | Any additional context — flight logs to look at, environmental conditions, prior repair history, etc.                         |
| **Send RMA Update Emails To** | Yes      | The member of your organization who should receive the confirmation email and all subsequent status updates. Defaults to you. |

Below the description fields, the form shows the **per-device notes** section. Use the **Previous Device** and **Next Device** buttons to step through each device in the RMA and record device-specific details — for example, "X1 #6340: motor 3 stalled mid-show" or "X7 P8DR4T3U96: GPS antenna damaged in transit."

<figure><img src="/files/NLweh0hHXiCGbtceEVCn" alt="Initiate RMA modal launched from the fleet cog menu, showing per-device fields for each pre-selected device"><figcaption><p>When the RMA is started from the fleet cog menu, the selected devices are already attached. Use Previous/Next Device to record per-device notes and descriptions.</p></figcaption></figure>

When everything is filled in, select **Submit**.

***

## Email Confirmations and Updates

As soon as the RMA is submitted, an email confirmation is sent to the address you chose in **Send RMA Update Emails To**. This email serves as your receipt — it includes the assigned RMA identifier, the list of devices, and the description you entered. Hold on to it for reference and for any shipping coordination that follows.

<figure><img src="/files/0dCZQnRqp0p2BSA1Te89" alt="Example RMA confirmation email showing the RMA identifier, device list, description, and Verge support contact information"><figcaption><p>The confirmation email functions as your RMA receipt. Verge's support team uses this same email thread to send shipping instructions and progress updates.</p></figcaption></figure>

You'll receive follow-up emails on the same thread as the RMA moves through its lifecycle:

* **Submitted** — the initial confirmation, sent when you submit the form.
* **Processed** — sent when our service team has received your devices, evaluated them, and started the repair work.
* **Completed** — sent when the devices have been serviced and shipped back to you (or replaced, depending on the outcome).

You can also check the live status of any RMA at any time on the [**Fleet > RMA Requests**](https://github.com/Verge-Aero/VergeDocs/blob/main/fleet/rmas/README.md) page.

***

## Devices Not Owned by Your Organization

For security and traceability, you can only open an RMA on devices that are currently assigned to a fleet your organization owns. If you scan or paste an identifier for a device that doesn't belong to your organization, the Portal will block it and show an explanatory alert.

<figure><img src="/files/T2Be75RgBKVd4APhEmOv" alt="Red alert in the scan dialog reading &#x27;You do not have permission to access this device&#x27; with a link to open a support request"><figcaption><p>If a scanned device isn't part of your organization's fleet, the Portal blocks it from being added to the RMA and offers a link to open a support request.</p></figcaption></figure>

This typically happens for one of three reasons:

1. **The device was sold or transferred to another organization** and the records are correct — the new owner should open the RMA.
2. **A typo or misread** — double-check the identifier on the physical label and try again.
3. **Ownership is out of date in our systems** — for example, a recent fleet transfer hasn't been recorded yet.

If you believe the device really should be yours, follow the **open a support request** link in the alert. This routes you to the [**Support Requests**](https://github.com/Verge-Aero/VergeDocs/blob/main/support/requests/README.md) page where you can submit a ticket and the Verge team will help reconcile the ownership record so you can complete the RMA.

{% hint style="warning" %}
Don't ship a device for repair before the RMA is open and acknowledged. The RMA identifier is what links your physical shipment to the request in our system — without it, devices arriving at our facility cannot be matched back to your organization.
{% endhint %}


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