Guide for Return Orders

Step 1: Log in to the portal

1. Open the portal website and log in with your access data.

Step 2: Start request

1. Navigate to the “Create” option in the main menu of the portal or to “Create Case” under “Returns”
2. Click on the corresponding button to open the request input form for the request.

Step 3: Fill in the information boxes

Fill in the required boxes. These are structured as follows:

1. Title of the request:
   Enter a meaningful title that describes the purpose of the request.
   (Example: „Request for repair of ---“)
    
2. Customer product:
   Enter the serial number in the search field and select the product you want to register for return from the list.
   ! Items without a serial number: Please enter a description as precise as possible of the item in field 4 so we can identify the corresponding article number.
   à Lenses: Please enter the exact name or wavelength and focal length.
   ! Serial number not in the customer product list: Please enter the serial number manually in the “Serial Number” field and enter the product name in field 4 in addition to the error description.
    
3. Cost estimate:
   Indicate whether or not you would like a cost estimate for a fee.
   If the repair costs exceed 30% of the new value, a free cost estimate will be provided automatically.
    
4. Description:
   Describe your request in as much detail as possible.
    
5. Customer Reference:
   You can optionally enter your customer reference here.
    
6. Files:
   If necessary, upload relevant documents or attachments using the “Upload” button.
    

Step 4: Finalize and submit request

1. Check all information entered for completeness and accuracy.
2. Click „Submit“ to complete your request.
    

After submitting:

• After completing the request form, an RMA number will be automatically assigned and sent via PDF document provided that the product is selectable from the customer product list. These include serial-numbered items that you have purchased from SCANLAB as a customer. This process may take some time.
• For items that cannot be selected from the customer product list, the RMA number assignment is first checked, and if the return is accepted, a PDF document with the RMA number will be issued. This applies, for example, to lenses that are not serialized.
• Please print out the PDF document twice:
  • Place 1 copy inside the parcel
  • Attach 1 copy on the outside of the parcel
• The status of your request can be viewed and tracked at any time via the status report in the portal.

• Changes or additions to your request can be made at any time by adding a comment (or files) directly in the portal. Here you will also find the PDF document with your RMA number.

Please note:

• Returning devices and components
  • If present, please empty the cooling circuit and put the product in a clean, contamination-free condition.
  • If installed, please remove custom fittings. Otherwise the cooling circuit cannot be tested!
  • It is best to return the device to SCANLAB in its original packaging, carriage paid.
  • SCANLAB is not liable for any customer components not supplied by SCANLAB.
  • Important: Enclose the printed document with the RMA number with the shipment!
  • Some products may contain ZnSe or Be components, which are classified by SCANLAB as “hazardous substances”. Please place such items in an additional see-through plastic bag before packing.

•  Other information:
  • Upon request, you will receive a cost estimate for a fee. If the repair cost exceeds 30% of the product´s new value, a free cost estimate will automatically be provided.
  • If the scope of service deviates from the original request, we reserve the right to invoice any additional costs after prior consultation.
  • Removed parts will be disposed of by SCANLAB free of charge.