How to Request a Return Material Authorization (RMA) for Product Repair

This article explains the complete process for requesting a Return Material Authorization (RMA) from Elo — Now part of Zebra Technologies for product repair.

Section 1: Create an Elo RMA Account

1. To begin, create an account on the official RMA portal. Navigate to: https://rma.elotouch.com/ and click “Sign up/Sign In”.
   
2. For a new registration, click “Sign up now”.
   
3. Enter your “Email Address” and click “Send Verification Code”. Do not enter password information until you have verified your code.
   
4. You will receive an email titled “Elo Touch Solutions Inc - B2C account email verification code” containing your code.
   
5. Enter your “Verification Code” and click “Verify code.”
   
6. A confirmation message, “E-mail address verified. You can continue now,” will appear. Once you see this, enter and confirm your new password, provide a Display Name, and click “Create.”
   
7. After successful account creation, you will be directed to the main portal. Click the "Create an RMA" button to begin a new request.
   

Section 2: Creating and Submitting an RMA

1. Select your Region and Country, then enter the serial number(s) of the product(s). Double-check all serial numbers for accuracy.
   
2. Complete the return details. For Reason for Return, choose Physical Damage if any damage is present. Review the Warranty Status and click Create RMA for 1 product.
   
3. Enter the Shipping Address where the repaired unit will be returned.
   
4. Provide a detailed Reason for Repair (up to 100 characters) and click Continue.
   
5. When prompted, check the shipping address and verify it is correct. If correct, click on the Verify button.
   

6. Android Configuration Prompt: If you are submitting an Android device, you will be prompted to input additional configuration information:

   • Select your Android Version, Manufacturing Release (MR) version, and include any applicable Configuration Notes.
   • Note: If nothing is selected, the versions will default to factory settings. If this step does not apply to your product, simply click the Continue button to proceed.

   

7. Carefully review all information and click on the Confirm button if everything is correct.
   
8. Upload any photos of the hardware that may be helpful to the repair team, and then click Continue.
   
9. Check the boxes to agree to both the Terms and Conditions and the No Trouble Found (NTF) Fee, then click Agree & Continue.
   
10. Once the submission is finalized, a confirmation email with return packaging instructions will be sent. Click Print Return Instructions to print all necessary shipping documents. You will also receive an RMA summary email from noreply@elotouch.com detailing the RMA. 
    
11. Out of Warranty Units: If your unit is out of warranty, you will be directed to submit payment via PayPal. The total shown is pre-tax; final invoicing will include your applicable regional tax. Charges are processed when the repaired unit ships back to you.
    

12. You can check on the status of your RMA by visiting: http://rma.elotouch.com/RMAStatus 

    

Section 3: Troubleshooting

1. "Claims for verification control have not been verified": This error indicates the registration process was done out of order. Please restart the account creation process, ensuring you click “Verify Code” before creating your password.
   
2. Password Acceptance Errors: If you see errors related to password strength, please create a stronger password that meets the specified criteria.
   
3. Password Matching Error: Ensure that your “Password” and “Confirm New Password” fields match exactly.