Return Equipment Notice Inquiry Guide

Description: Learn the troubleshooting process for when you receive a Return Equipment notice email for already returned equipment.

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Return Equipment Notice Email Example

This is an example of the automated Return Equipment Notice email.

Locate the Returned Equipment Tracking Number

The tracking number of returned equipment can be located on the return labels that were sent to the Business email address, as shown in the image below:

Returned Equipment Confirmation in the UPS Platform

To confirm if the equipment has been returned:

1. Navigate to the UPS website.
2. Enter the tracking number of the equipment that was returned.
3. Select the yellow Track button.

If it displays Delivered on: [Date/Time] as shown in the image below, it is confirmed that the equipment has been returned.

If it displays UPS doesn’t have possession of the package yet. Estimated delivery date will be available as soon as we get the package, the equipment has NOT been returned yet.

If it displays [Estimate time of arrival], the equipment is on its way to be returned.

Sending Email to Returns

Note: The email must be sent from either Owner’s or Business email address.

If equipment is confirmed to be returned, send an email to [e-mail] following this template:

Hello,

I am writing concerning the equipment return for [Business Name], MID: [MID]. We have already sent back the equipment as per your instructions. However, we are still receiving email reminders to return the devices.

Please find the return details below for your reference:

Tracking Number: [Tracking Number]

RMA Number: [RMA Number]

Equipment: [Equipment Name] - [Serial Number]

Could you please confirm receipt of the returned equipment and update your records accordingly to discontinue the reminder emails? Sincerely,

[Your Name]

[Your Position]

[Business Name]

[Contact Information (Phone Number, Email Address)]

Internal:

Check In the Equipment

When a caller wishes to verify if Shift4 has received equipment from a previous swap or RMA, the agent will inquire about the tracking number from the merchant.
Note: The agent will not offer the tracking number to the caller.

• If the merchant has no tracking number:
  • The agent will look up the status through normal system inquiry methods. The agent does not provide the Shift4 tracking number, but checks the tracking number seen in the RMA of the swap system and provides the caller with confirmation on whether Shift4 shows the item received. If tracking shows receipt by Shift4, but it has not been checked in, the agent will select the RMA Check In button in the swap system, as seen in the image below. The agent will note this in the ticket and continue supporting the merchant.
    
    
• If the merchant has a tracking number:
  • If the caller's tracking number matches the one on the RMA of the swap system:
    • The agent will select the Check In button, indicating that the item is checked in. This will inhibit automatic billing of the merchant and the RMA is considered completed.
  • If the caller's tracking number does not match the one on the RMA:
    • The agent does not provide the Shift4 tracking number but inquires if the merchant used their own shipping label. If confirmed, and the tracking shows receipt by Shift4, the agent will select the Check In button to complete the RMA check-in.
    • If the tracking shows anything other than Shift4 receiving the item, the agent notifies the merchant that the item has not been returned. If the merchant contacts us due to a billing notification, the agent may escalate to management to alter the return date. Once confirmed, the new due date is provided to the merchant.
  • If the caller does not know why their tracking number is different, the agent looks up the status. If the tracking shows delivery to Shift4 and confirmation of receipt, the agent will select the Check In button
  • If the supplied number does not indicate delivery to Shift4, the agent advises the caller to inquire with their carrier and notes this in the ticket. Any escalation follows the department's policy and procedure.