Document Number 900-20571 Rev. A
13
MERCHANDISE RETURN AUTHORIZATION (MRA) POLICY
All equipment sent in for repair or parts returned for replacement or credit MUST be accompanied by a completed
Merchandise Return Authorization (MRA) form.
If equipment or parts are received by R.S.Technical Services, Inc. (R.S.T.), without an MRA form or with a
partially completed form, the equipment or parts will be held until an MRA form is received.
Call either your Dealer or the R.S.T. Customer Service Department, whichever is appropriate, to obtain an MRA
number.
The MRA form must contain all of the following information:
MRA Number
Date
Business name
Shipping address
Billing address
Serial Number(s) of the equipment
Contact name
Telephone number of contact person
Fax number of contact person
PO number
Estimate requirements
Detailed description of problem(s)
If returning parts, indicate whether a warranty replacement or a credit is expected.
Provide the number of the invoice to be credited, model and serial numbers of the equipment
being sent in for repairs.
ESTIMATE REQUIRED
If a customer has requested an estimate before the equipment is repaired, an estimate will be prepared as soon as possible.
A Customer Service representative will then contact the customer to provide the estimate and obtain approval to proceed
with the repair. Upon acceptance of the estimate, R.S.T. will repair the equipment. If the estimate is not accepted within 30
days, the equipment will be returned to the customer in the same condition in which it was received.
COD TERMS
If a customer is on COD terms, Customer Service will contact them to provide the cost of the repair or parts (including tax,
freight and handling charges) and advise them the equipment or parts will be shipped COD. Upon receiving approval from
the customer to proceed with the repair, R.S.T. will repair the equipment. If the customer decides not to have the equipment
repaired, the equipment will be returned to the customer in the same condition in which it was received.
PARTS RETURN POLICY
R.S.T. will issue a full refund, (except freight), on parts returned within 90-days of the date of purchase with the provision
that the parts were returned in new condition.
By completing the MRA form as indicated above, repairs and issuance of credits will be expedited, and loaners will
become more available to customers.
