EASEOFCARE: User’s Guide to On-Line RMAs
Introduction
This User’s Guide is intended to instruct you in theprocess of submitting an online RMA (Return MaterialAuthorization) and tracking current RMA listings.
Specifically, you will be shown how to:

Create a ‘Online RMA’ Web Account• New users will be shown how to register for an
On line RMA account• Log on to your ‘Online RMA’ web account

Submit an RMA• Logging on to submit an RMA for repair• Check product entitlement• Receive an RMA for product repairs• Produce shipping labels to ensure correctshipmentTrack RMA Listings• Tracking returns throughout the repair process• View repair information (reason for return,diagnostic and repair description)• Track any shipments being returned to you

This guide will provide all of the information necessary
for you to submit and track RMAs on-line for productrepairs.

www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 1 of 16

EASEOFCARE: User’s Guide to On-Line RMAs
Getting Started
Please go to: https://www.datalogic.com
From the ‘SUPPORT & SERVICE’ menu select Request a Repair
Alternatively you can use the direct link always available onright position.

Fig. 1 Support access page

Select your Mainland, Country, the Product Groupand the Product you need to send for repair.
Then enter with LOG IN button.

Note: only if the product is eligible for online RMA‘CREATE AN ON-LINE RMA’ section is displayed.

Fig. 2 Repair Program
www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 2 of 16

EASEOFCARE: User’s Guide to On-Line RMAs
New Users
Select the ‘REQUEST ACCESS’ icon and then complete the registration form (see Fig. 4).

Fig. 3 Personal RMA Account Log In

Note: To complete a successful registration, please have this information on hand beforestarting:• A valid email address• Your Company ‘Bill To’ exact details 1• Your Company ‘Bill To’ associated VAT number (Mandatory for EU)2
• A Datalogic unit Serial Number3

1 Prior to submitting registration, please ensure that the Street Address, City and Zip/Postal
Code entered match with your Company ‘Bill To’ details and VAT Number.
If the Shipping information related to your account is different from the ‘Bill To’, please notify
Datalogic at the time an RMA is created.
2 A VAT number can be entered either with or without a country code prefix, but must be in one
character string without any separator (dots, dashes, etc.) or a blank space.
3 A Serial Number can be from any of your Datalogic products and is required as a ‘confirmation
step’ against web automated registrations.
Fig. 4 Online RMA Registration Form
www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 3 of 16

EASEOFCARE: User’s Guide to On-Line RMAs
Recover Password
If you already have an ‘On line RMA’ account and forgot
your password you can retrieve it at any time.

At the Login screen click the ‘Lost your password?’
link, enter the account email address, and then clickthe ‘Reset Password’ (see Fig. 5 and Fig. 5A)

You will receive an email including your user name(the email address you registered with) and yourpassword.

Remember to look in your spam folder where
automated messages sometimes filter.

Fig. 5 Recover Password

Fig. 5A Recover Password details

www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 4 of 16

EASEOFCARE: User’s Guide to On-Line RMAs
Registered Users / Returning Users
Go to the Datalogic web site at: http://www.datalogic.com
From the ‘SUPPORT & SERVICE’ menu select Request a RepairAlternatively you can use the direct link always available on right position.
Select your Mainland, Country, the Product Group and the Product you needto send for repair.
Then enter with LOG IN button. (see Fig. 1 and 2)

At the Login screen (Fig. 6), enter your Email address and Password, andthen click the ‘Sign in!’ button.
Fig. 6 Login to Online RMA

After the Login you are in your Personal RMA Account area.
On left side you find the summary menu. (see Fig. 6A).
HomeYou find your Datalogic account number and an overview of submitted RMAs.
Insert RMA
This is the direct access to submit an on-line RMA
My RMAsYou can track and find information of your RMAs
My Account
You find the list of your already registered Ship-to addresses and you cancreate new ones
Fig. 6A Personal RMA Account area
www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 5 of 16

EASEOFCARE: User’s Guide to On-Line RMAs
Starting an RMA Request
A serial number of the product being submitted is required.
In most cases, the serial number can be found on the actualunit. Please have this number ready before beginning theprocess.

Step 1 - Enter Product Information
Single product entry
Start to request a new RMA by clicking on Insert RMA
menu in your Personal RMA Account Area
Enter the Serial Number in the appropriate box and verify
Fig. 7 Enter Product Information

the correctness with the lens icon
In the drop-down box, select the reason for returning theproduct.
Click on Add new button to confirm the selection (see Fig. 7)

At your choosing if you have additional products to return,
continue to add the Serial Numbers and the reason for thereturn (see Fig. 7A)

Note: You don’t have to worry about differences inentitlements when several products are submitted at thesame time. System will automatically generate multiple
RMAs splitting by different locations and EASEOFCARE
coverage

Fig. 7A Enter Product Informationwww.datalogic.com

EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 6 of 16

EASEOFCARE: User’s Guide to On-Line RMAs

Step 1 - Enter Product InformationMultiple products entry
In any time you can add multiple products entry coming from a list.

Note: only a list generated with the dedicate template will be accepted.
Download the dedicate Excel file by Dowload the template button clicking(see Fig. 8)Fill in the requested data (see Fig 9):oSerial Number

oProblem / Failure selected by the available drop-down listoAdditional Notes (Optional)

Save the Excel file in your repository for the next steps.

Recall the saved Excel file by clicking on Choose file button (see Fig. 8)

By Upload button pressing the product list will be transferred to the system.

A different icon (Document instead than Person) identifies the entry typology.
Fig. 8 Multiple Products Entry

Fig. 9 Products and Details from Excel Template
www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 7 of 16

EASEOFCARE: User’s Guide to On-Line RMAs
Step 1 - Enter Product Information
Additional Notes and Attachments
To enter related product technical information and/or to attach adocument relevant to the repair of your device, click the related icon(see Fig. 10).
Add Attachment(s)Add Notes
Fig. 10 Additional Notes and Attachments

Delete the single item from the list

“Attachment(s)” cannot exceed 5MB per item (see Fig. 10A)

“Additional Note” will accommodate up to 40 characters (see Fig. 10B)

Fig. 10A Adding Attachment(s)Fig. 10B Adding Additional Notes

Information in both of these features can be edited and/or deleted at
any time (see Fig. 10C).

If you have finished entering products for return, click on ‘Next Step’icon (see Fig. 10C).

Note: You can at any time discard a product from the list if you don’t
want to return it by clicking the ‘Waste basket’ icon
Fig. 10C Editing Information.

www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 8 of 16

EASEOFCARE: User’s Guide to On-Line RMAs
Step 1 - Enter Product Information
Confirm Entitlement
The system verifies the Product Information and Entitlement.
A red cross check means that more information is required.

By clicking on related lens you can add the missing details;
the mains are:- Accept Estimate, in which case the productis repaired without any further notification, or Request Quote,in which case the product is not repaired until you accept thequote- More information is required about the failure- The same product has been entered twice (see Fig. 11).

Note: Entitlement doesn’t have to be confirmed when product isFig. 11 Confirm Entitlement

under coverage of an EASEOFCARE service program or under
Factory Warranty.
If you dispute the Entitlement, please provide as much relevant
information as possible in the Step 3 ‘Additional Note’ box, suchas date of purchase, contract number, etc.

If needed, a Datalogic representative may contact you for
additional information and details regarding the RMA Request.

www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 9 of 16

EASEOFCARE: User’s Guide to On-Line RMAs

Step 2 – Create RMA
Only if all items have the green pass check the system enable theCreate RMA icon (see Fig. 12)

Fig. 12 Create RMA

Note: You can at any time go back to previous steps to makecorrection about the list of pending items by clicking the ‘Go back to
manage items’ icon (see Fig. 13).

Fig. 13 Next step overview

www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 10 of 16

EASEOFCARE: User’s Guide to On-Line RMAs
Step 3 - Enter Shipping Information
Ship To Address Management
There are three options:

1) Select the same address as Bill To address from thedrop down list, then manually add the Contact Nameand Phone Number
2) Select the desired ‘Customer #’ from the drop downlist associated to your account, then manually add theContact Name and Phone Number
3) Click on ‘+Add an Address’ and manually fill in thefields.
The new address just created will be associated to youraccount for the next entries

All products submitted on this RMA will be shipped tothe address that is entered here when the repair
process is complete.
Fields identified with a red cross (x) are required fields.

Fig. 14 Shipping Address
www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 11 of 16

EASEOFCARE: User’s Guide to On-Line RMAs
Step 3a - Enter Pick Up Information
Pick Up Address Management
Note: This step only shows up if the product isassociated a 2-Way shipping condition. In this case
you will be given the option to specify a Pick Upaddress which is different than the ‘Ship To’ address.

There are three options:

1) Leave unchanged the drop down selection if thePick Up address is the same than the invoice address
2) Select the desired ‘Customer #’ from the drop down
list associated to your account, then manually add theContact Name and Phone Number
3) Click on ‘+Add an Address’ and manually fill in thefields.
The new address just created will be associated toyour account for the next entries

All products covered by a 2-Way shipping condition
submitted on this RMA will be collected at the Pick Upaddress if it is included.
Fields identified with a red cross (x) are requiredfields.
Fig. 15 Pick Up Address
www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 12 of 16

EASEOFCARE: User’s Guide to On-Line RMAs

Step 3b - Enter Additional Information
Additional Information Section
You may enter a PO number for your reference.
This field is mandatory requested for some Countries.

Add the email addresses of recipients that have to be informed forsubmitted RMA.
More than one email address had to be separated by semicolon (;)
character.

If you would like to provide any additional information or details,
please provide those notes in the space provided.
Up to 40 characters are available.

Step 4 - Submit RMA’s
Only if all required information is complete the system enables thebutton for the next step.
Click on the ‘Submit all RMA’s’ button to submit the request.

Fig. 16 Additional Information and Final Submitting

www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 13 of 16

EASEOFCARE: User’s Guide to On-Line RMAs
Step 4b - Complete
You will receive at the indicated address one or several emails
with the RMA document and a pre-paid shipping label as it isrelevant for the submitted product(s).
You can alternatively download the same documents from
Datalogic website by clicking on RMA# link.
Please contact your Datalogic Repair Center if you don’t be able
to the download and don’t receive any mailings. PleaseRef. A

remember to first check your spam folder where automatedmessages sometimes filter.

Note: Carefully read the Shipping Instructions on each received
or downloaded RMA form and follow the directions.

As it is needed, an On-Line RMA will generate multiple RMAs

Ref. B

based on product associated service level and shipping type.
You are now authorized to return the listed product(s) to theaddress shown in the upper left corner of the received RMAform(s). This will reflect the Repair Center (Ref. A on Fig. 17) orConsolidation Point (Ref. B on Fig. 17) address which is closest
to your country/area of the world.

Pack the product according to the number of different RMAs
received. Please use the original shipping container if possible oranother suitable shipping package, in case you would like to saveFig. 17 Complete

the original shipping container for resale of the unit.

www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 14 of 16

EASEOFCARE: User’s Guide to On-Line RMAs
Tracking Your RMA
Once your RMA has been submitted, you may want to check ifthe product has been received and/or returned.
Once the product has returned, you may want additional
information about the diagnosed defect and repair.

You can track and get information of your RMA from your
Personal RMA Account Area.
To track your RMA, click on the ‘My RMAs’ link on left side (seeFig. 18).

My RMA List
You can either click the calendar icons to select a date range tosee all returns submitted within a defined time frame or search
by a specific RMA number / Serial number to see a targetedreturn.
Check box ‘Include RMAs that have not been received byFig. 18 Tracking Your RMAs

Datalogic’ if you want to see them all.

The supplied list is RMA# based; expand the detail by clicking
on related plus (+) icon.

A tracking number is made available for products
which have been shipped. Clicking on desired‘Tracking Number’ link will provide you with theshipping details and the progress of your shipment

www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 15 of 16EASEOFCARE: User’s Guide to On-Line RMAs
My RMA List (Details)
You can view the RMA details by clicking the ‘Export’ button from My RMAs
page (see Fig. 19). This will provide you with a snapshot of all information
linked to the listed RMA(s).

Each RMA/Serial Number combination will provide (and not limited to) thefollowing information (see Fig. 20):
Ship To Name: The company name where the repaired unit will be or has
been shipped to
Ship To Address: The location where the repaired unit will be or has been
shipped toRepair Type: Unit coverage type
Customer Reported Issue: The reason for the return entered by the RMA
Fig. 19 My RMA Details

requestor
Failure: Problem found (only applies to Shipped RMA units)
Repair Description: Affected component (only applies to Shipped RMA units)
Receive Date: The date in which the defective unit reached the Datalogic
Service Repair Center
Ship Date: The date the repaired unit was (or will be) shipped
Tracking Number: The repaired units’ consignment tracking number
Fig. 20 “Export” to Excel Result

www.datalogic.com
EOC-RMA-EN Rev G 201907
CONFIDENTIAL DATALOGIC PROPRIETARY©2007-2019 Datalogic All rights reserved.

EASEOFCARE - User’s Guide to On-Line RMAs Page 16 of 16