Device return service overview

With the appropriate roles and permissions, you can create, update, save, submit, and track device return requests for your organization—all in one place. The Device Return Service helps you manage return merchandise authorizations (RMAs) directly within Axon Evidence.

Note

To access Axon Returns, You must have the Return Administration permission enabled for your role.

Key benefits of Axon Evidence device return service

  • Save time: Submit and track all your device returns in one place—no need to switch between systems. You can also save a return request in progress and add more devices later without starting over.
  • Improve accuracy: Serial numbers are captured automatically, reducing manual entry errors and helping returns get processed faster.
  • Gain visibility: The Returns overview page lists all your submitted return requests and their current status. Expand any request to view the included devices, return reasons, and tracking details.
  • Simplify shipping: Axon Evidence is integrated with FedEx, so return shipping labels are generated for you at no extra cost.

Returns page overview

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

Inventory return page in Axon Evidence.

Sections of the Returns page

The Returns page is divided into three sections:

In progress

Shows returns that have been started but not yet submitted. Each return is visible only to the person who created it.

If a return is in progress, select Continue Return to open it and pick up where you left off.

Only one return can be in progress at a time.

Submitted

Lists all submitted returns that are not yet complete. Each entry includes:

  • The number of items
  • The submission date
  • The current status
  • An option to Review the return

Completed

Lists all completed returns for the organization.

Returns permissions

The Admin, Armorer, and Lite Armorer roles include the Return administration permission by default. Administrators can edit existing roles or create new ones to enable this permission.

Enable the Return Administration permission

The Return Administration permission is located in the Admin Access section and must be set to Allowed for anyone who needs access the Axon Returns service.

For the permission to appear, the role must also have the following permissions set to Allowed under Search & Reporting Access:

  • User search
  • Inventory search

Device Return Service FAQ

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 not 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, select Change Address, select the correct return address, then select Continue. If there are no addresses to select or the addresses are not correct, select New Address, enter and confirm the address information, select the return address, then select Continue.

Is there an option to print the required label for boxes containing batteries?

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.

When requesting video retrieval on a camera, I am asked to enter the number of videos that need to be retrieved. What happens in situations where you do not 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.
Inventory return page in Axon Evidence with the Contact Us button highlighted.

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.