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How to track and communicate the status of a RMA case in the support portal

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TitleHow to track and communicate the status of a RMA case in the support portal
Objective
How to track and communicate the status of a RMA case in the support portal
Environment
  • Extreme Support Portal
  • ​RMA Case
Procedure
Log in to the Extreme Portal. For some details on how to get credentials for the Extreme Portal please reference the eSupport Transition Page
To enter Case Management select Support and then Case Management.

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From the case management page click the drop down menu to access your current/past cases.

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Select RMA from the drop down menu to view RMA cases.

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Choose the desired RMA case and drill down into that case subject.
Note: An RMA case is associated to a SE Services Case, and often times the SE Services case which is the parent case may be closed while the RMA case is still open.
Note: Drill down from the list of open cases may show that the SE Services Case is closed, but the RMA case is still  open. Please DO NOT request for the SE services case to be re-opened for any RMA-related questions, please comment on the RMA case itself as described below.

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To view and add RMA case comments select the comments subtab. Then select the View and Post on RMA Case # option as shown below.
Note: If you have a question regarding the status of the RMA, make a comment and the case owner will be notified.

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To view your Tracking information and waybill, expand the RMA section with the down arrow.

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Click on Track Shipment to view tracking information. Click on generate Waybill to obtain the shipping return label.

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If you have questions regarding your RMA case status, make a case comment or contact support
 
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