Device return service overview

The Axon Evidence Device Return Service provides agencies with the ability to manage return merchandise authorization (RMA) requests within Axon Evidence.com. Authorized users can create, update, save, submit, and track device returns for their agency in one place.

Key benefits of Axon Evidence device return service

• Time Savings: Users do not have to go to multiple systems to submit and track returns, everything is done within Axon Evidence.com. Users can also save in-progress RMA tickets, returning to add more devices at a later time instead of having to restart the process.
• Accuracy: Removing the need to manually type long serial numbers means that submitted RMA tickets will be more accurate, allowing returns to be processed more quickly and efficiently.
• Visibility: The Returns overview page shows all the RMA tickets an agency has submitted, along with the status of each return. Each return can be expanded individually so that the user can see what items were in the RMA, the reasons for the return, and the tracking status.
• Convenient Shipping: Axon Evidence Device Return Service is integrated with FedEx and return shipping labels are provided at no extra charge.

Returns page overview

The Returns page is the main page for the Axon Evidence Device Return Service and provides an overview of device returns.

Information about the page is provided below, and you can also refer to the video at the end of this article.

Sections of the Returns page

The Returns page is divided into three sections:

• In Progress: This section lists returns you have started but have not submitted. This section only shows returns started by the user who is signed in.
  • If you have an In-Progress Return, click Continue Return to open the return on the same page where you left off.
  • You can only have one In-Progress Return at a time.
• Submitted: This section lists all agency returns that have been submitted but are not yet complete. Each entry lists:
  • The number of items
  • When the return was submitted
  • The current status
  • The option to review the return
• Completed: This section lists completed returns for your agency.

For Submitted and Completed Returns, click Review to open the Status of Return page for the Return.

Return status indicators

The status for each return has a text explanation and a color-coded surrounding box:

• Orange: A user action is required to move to the next step.
• Blue: The return is following the normal process.
• Black: The return is complete or was canceled.

Returns permissions

Before users can access Axon Returns, they must have the Return Administration permission enabled for their Role.

Enable the Return Administration permission

The Return Administration permission is found in the Admin Access section and must be enabled for users to access the Axon Returns service. Note that the Role must have User Search and Inventory Search permissions, under Search Access, set to Allowed for the Return Administration permission to be available.

Device Return Service Frequently Asked Questions

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?

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.

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.