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Returns

Creating a New Return

Whenever you need to return devices that are managed in Axon Evidence, you can create a new return.

Tip: You can update the status of the devices you are returning before you create the return to make it easier to find the devices (for example change the status to RMA). If you change the status, you should leave devices assigned to their current user. See the Update Device Status article on the Axon Help Center for more information.

Videos for this process are included at the end of this article:

Note: Each user can only have one active in-progress return at a time.

  1. On the Returns page, click Create New Return, in the upper right.
    Returns Page - Create Return button highlighted
  2. Agree to Axon’s Return Policy by selecting the I agree check box and then click Create Return.
    Click the Axon’s Returns Policy link to read the policy information.
    Returns - Accept Return Policy
  3. On the Add Devices by Search page, select the devices you want to return.

    Note: You can click Exit Return, in the upper right, to save the In-Progress return and go back to the Returns page.

    If you are only returning products that do not have a serial number, such as cables and body camera mounts, skip to Step 7.

    Use the search filters at the top of the page to narrow the list of devices. You can search by Serial Number, Device Name, Assigned To, Error Status, and Device Status. You don’t need to enter information in all of the search fields, just use the ones needed to narrow down the list of devices.

    The sort options include Serial Number, Device Name, Last Uploaded, Device Status, Error Status, Firmware Version, and Warranty.

    Returns - Add Devices
  4. Once you have located the device you want to return:
    • Select a reason for return.
    • Select if evidence recovery is needed.
      If Yes is selected, select the number of videos for recovery and the Evidence Owner for the recovered evidence. This number is only an estimate. If there are more videos on your device, they will not be discarded.
    • Select if the device was dropped, damaged or exposed to moisture.
    • Enter any Additional Information or notes about the issues you are experiencing with the device.
  5. Click Add on the right side of the device to add the device to the In-Progress Return.
    Every time a device is added, progress is saved automatically.
    • If the device is currently part of another In-Progress Return, a warning message is shown allowing you to override the other In-Progress Return and add the device to your return. You should only use the override option in situations where you physically have the device.
    • If the device is part of a Return that has already been submitted, a warning message is shown stating that the device has already been submitted to Axon. Please contact your Axon representative or Technical Support if a device is shown as being part of a return but was not included in the shipment.
  6. Repeat steps 4 and 5 for any other devices you want to include in this return.
  7. After all devices have been added, click Review Return Items in the lower right corner.
    You are taken to the Review Your Return page.
    Returns - Review page
  8. To add items that do not have a serial number:
    • Click Add Item Manually. The Add Item Manually Dialog is shown.
      Add Item Manually dialog box
    • Enter the Product Name. For example: Flex 2 cable or body camera mount.
    • Enter the number of items of this type that you are returning.
    • Select if the product was dropped, damaged or exposed to moisture.
    • Enter a detailed description of the problem or notes about the issues you are experiencing with the product.
    • Click Add to RMA.
      The item is added to the returns list.
    • Repeat this step to add more items.
  9. Review the return information for all the devices.
    • Use the Edit option on the same line as the device to edit information about the device return.
    • Use the Remove option on the same line as the device to remove the device from the return.
    • Click Add More Items to Returns to go back to the Add Devices by Search page. This allows you to add more devices to the return.
    Once the review is complete, click Review Shipping in the lower right.
  10. On the Shipping page:
    Returns - Shipping page
    • Review the Return Address for your agency. The address defaults to the last address used for a return.
      If needed, click Change Address to change, edit, or add a new return address.
    • If you will use the pre-paid FedEx shipping labels, enter the dimensions for each shipping box used with the return.
      The system defaults to one shipping box. If you have multiple boxes for the return, click Add Another Box and enter the box dimensions.
    • If you will not use the pre-paid FedEx shipping labels, under Alternative Shipping Methods, select I will use my own shipping method.
      You can still print the packing slips associated with the return.
    Once you have filled out the shipping information, click Submit Return.
  11. On the Status of Return page, you can:
    Returns - Status of Return page
    • Review information about the return.
    • Click View Packing Slip to view and print the packing slip.
      This is opened in a new browser tab. A copy of the packing slip should be included with each return. The packing slip also has shipping instructions.
    • Click Download to download the FedEx shipping labels for printing.
    • Click Contact Return to start an email message with Axon Returns.
  12. Click Exit Return, in the upper right, to go back to the Returns page.

Creating a Return

Adding an item without a serial number manually

Submitting your Return