Dial Customer Solutions Internal CS Wiki

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====== How to issue an RMA ======

Customers must follow our RMA process to return merchandise.

1.  Under the **Fulfillments** tab, click **Actions > Issue RMA**.

2.  Select the items to be returned.

__If the customer is in the Trial and has not been billed:__ Leave the **Issue refund** option unchecked. Make sure to [[howto:extend_trial|extend their trial end date]].

__If the customer is returning the item(s) for a refund:__ Check **Issue refund** and enter the refund amount (remember to deduct the $9 restocking fee).

3.  Click **Issue RMA**.

The customer will be sent an email with RMA instructions. You may also provide the RMA number and instructions now. Always relay the RMA information over the phone rather than relying on the email as it better sets you up to make an offer to keep the product.

**Talk Track:** //Please clearly mark your RMA number on both the inside and outside of the package. We also recommend obtaining a tracking number for the shipment. Send to://

850 E Lime St. 
   Suite 2001
   Tarpon Springs, FL, 34688

//Refunds will be issued within 10 business days of delivery at our returns center.//

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