This article has frequently asked questions for the Axon Evidence Device Return Service.
The Axon Evidence Device Return Service will provide agencies with the ability to manage RMA requests within Axon Evidence.com. Authorized users will be able to create, update, save, submit, and track device returns for their agency in one place.
- I don't have a scale, how am I supposed to provide a weight on my packages?
- When I printed the packing slip, I was unable to print it in Portrait orientation. It would only print in landscape and I couldn't get it to print as a PDF document.
- How can I arrange a FedEx pickup? Can I do this directly through the Returns workflow?
- I can't complete my return because the Submit Return button is inactive on the Shipping page.
- Is there an option to print the required label for boxes containing batteries?
- When requesting video retrieval on a camera, I'm asked to enter the number of videos that need to be retrieved. What happens in situations where you don’t know how many videos are on the camera?
- Do I really need to measure my boxes?
- Can I add an attachment to a Return (such as an audit trail)?
- I submitted my return, but I don't have a shipping label. What should I do?
- I have a serialized device that I am unable to assign to my agency. What should I do?
- I have not received an RMA number or confirmation email after I submitted my return. What should I do?
- I made a mistake with my RMA. What should I do?
I don't have a scale, how am I supposed to provide a weight on my packages?
You can provide an estimated weight if you do not have a postal scale. The weight is less important for FedEx than the dimensions of the box.
When I printed the packing slip, I was unable to print it in Portrait orientation. It would only print in landscape and I couldn't get it to print as a PDF document.
We are adding the ability to print labels as a PDF within the next month. Until then, the suggested workaround is to use Microsoft Paint, or another graphics application, to print the file as described below.
- Find the file on your desktop and right-click on the file.
- Move your cursor over Open with and then select Paint.
- After the file opens in Paint, click File, move your cursor over Print, and select Print or Page Setup.
Either of these options will let you adjust the Orientation (Portrait or Landscape) and print the file.
How can I arrange a FedEx pickup? Can I do this directly through the Returns workflow?
To schedule a FedEx pickup go to the FedEx scheduling page. Note that you must have or create a FedEx account to use this page.
I can't complete my return because the Submit Return button is inactive on the Shipping page.
This can happen when an Agency Return Address is not selected. Verify that your address is shown on the page.
If no address is shown, click Change Address, select the correct return address, and click Continue. If there are no addresses to select or the addresses are not correct, click New Address, enter and confirm the address information, select the return address, and click Continue.
Is there an option to print the required label for boxes containing batteries?
Unfortunately, we cannot provide these labels at this time. You will need to manually download, print, and attach the labels to your packages. PDFs for the labels are provided below. Please affix these to all boxes containing batteries.
- Lithium Ion batteries (Camera) – UN3481Label
- Metal batteries (CEW) – U3091Label
- Pressurized Gas Warning Label (unused CEW cartridges)
When requesting video retrieval on a camera, I'm asked to enter the number of videos that need to be retrieved. What happens in situations where you don’t know how many videos are on the camera?
The number of videos is an estimate, so make your best guess here. Axon will recover everything that is on the device. Having an estimate here helps our internal RMA team when they are processing the device.
Do I really need to measure my boxes?
This is a FedEx requirement, but you only need to provide an estimate. The measurements are used by FedEx to allocate space in their vehicles. It is still possible to ship packages without the dimensions, but you may experience delays if there is not enough room on a truck.
Can I add an attachment to a Return (such as an audit trail)?
Not yet. We are looking into increasing the character limit for the Additional Information field.
If you need to send more information or a record along with the return, please use the Contact Us button on the Status of Return page to send an email directly to the Axon RMA team. Please make sure to include your RMA number or device serial number in the email.
I submitted my return, but I don't have a shipping label. What should I do?
Occasionally, the FedEx system may be unreachable for one reason or another. When this occurs, the system will automatically retry until a label is generated. If you experience this issue, wait a bit and refresh the page.
I have a serialized device that I am unable to assign to my agency. What should I do?
For serialized devices that you cannot assign to your agency, please use the manual item workflow. Make sure to include the serial number of the device in the description field.
I have not received an RMA number or confirmation email after I submitted my return. What should I do?
Users may experience this issue during periods of system maintenance. If this occurs, the system will automatically retry until it is successful, and at that time you will receive your confirmation email.
I made a mistake with my RMA. What should I do?
On the Status of Return page, use the Contact Us button to send an email directly to the Axon RMA team. Please include the RMA number and a description of the problem in your message.