ARCserve Online Store
RETURN MERCHANDISE AUTHORIZATION PROCESS
The following options are available for return of CA ARCserve products purchased on the NetSuite Online Store only. No partial returns will be accepted.
Within 60 days of Certificate Date*, a RMA must be requested by Distributor in order to return the order, no questions asked. End users/Resellers may initiate the return in the event the product was purchased online or if the return is about to fall outside of policy.
Beyond 60 days of Certificate Date*, returns will not be accepted by CA, unless there is a documented technical support history that shows the product cannot adequately function in the customer’s environment.
* Certificate Date is the date of issuance and can be found on the upper right portion of the License Certificate.
RETURN PROCEDURE:
Distributor must direct all Return Requests to CA Customer Care within the time periods outlined in the Policy.
Please refer to the steps below in order to expedite your return.
1. Submit the RMA Return Request including a detailed reason for return. Once approved, CA will supply the End User with an RMA number.
(RMA number is valid for 30 days from date of issuance.)
2. Upon receipt of RMA number, End User can either:
Ship the original certificate to CA Customer Care directly, referencing the RMA number issued. Address listed below.
OR
Destroy the product and submit via email or fax a signed Letter of Destruction ("LOD") within 30 days of the issuance of the RMA number.
3. Upon receipt of the returned order or LOD, CA will issue a credit memo to the End User billing contact.
4. Only authorized returns that include the RMA number will be accepted for credit.
