How to request a return RMA?

[Retired_Member]

Hi！I bought the pro 3 set on Amazon before, but I have already returned it. So I don’t need to use this doorbell anymore. Can you tell me how do I return it? (The postal package is unopened)

Order #

10266875

Thanks!

[StephenB]

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@Retired_Member wrote:

So I don’t need to use this doorbell anymore. Can you tell me how do I return it? (The postal package is unopened)

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If you purchased from shop.arlo.com, the return process is described here: https://www.arlo.com/en-us/terms-of-sale.html#returns

[Retired_Member]

I understand the terms, but the problem is that I can’t find any way to communicate with "human". The chatbot just keeps repeating the relevant terms and can’t do the next step at all.

[StephenB]

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@Retired_Member wrote:

I understand the terms, but the problem is that I can’t find any way to communicate with "human". The chatbot just keeps repeating the relevant terms and can’t do the next step at all.

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Maybe one of the mods can assist.  @JamesC ?

[Retired_Member]

Thanks for your help.I'll try on Monday.

[ShayneS]

Have you tried using the keywords (RMA, or Return)?

If you go to this page: click Start chat now then clock continue, continue etc, you should be bought to a support agent to assist you with the RMA. 

[Retired_Member]

This is an endless loop！！

Start Chat:

"Inquire about existing arlo.com order"

"Would you like to check on order status or update an order?"

"Return Order"

"Arlo's return policy allows for products purchased directly from Arlo.com to be returned by the original purchaser during the initial thirty (30) day period from date of shipment. We will refund the full purchase price.

In order to return your product under the return policy:

• You must have purchased the product directly from Arlo.com

• You must contact Arlo and begin the return process within 30 days from the original shipment date

• The product needs to be returned in the original Arlo packaging, with all materials included, and in new or as-new condition

• You must strictly follow the Arlo return instructions. Select Continue for further details."

"Continue"

"An Arlo return authorization number (RMA) must first be obtained as provided below. We will only refund you the purchase price; shipping and handling are not refundable.

What you need to do if you want to return a product:

Contact our Customer Support team for RMA authorization between 6:00AM to 6:00PM Pacific Time, Monday through Friday.

You will receive an email confirming the RMA number and a prepaid returns shipping label. Follow the shipping instructions on the label to send the products back to Arlo.

We are unable to process returned products sent using an alternate carrier or shipping label. Retain a copy of the shipping label with the applicable tracking number provided by the carrier."

"Continue"

"Arlo must receive the returned item within 14 calendar days after an RMA number has been issued and the unit returned must match the serial number specified in the RMA.

Package the product in a way that will avoid damage in transit. All contents (brochures and wires) need to be included and the product must be returned in its original Arlo packaging.

You may expect to see a credit to your account within 10-15 business days. Credit will be issued in the same manner as your original purchase payment.

Return authorization numbers are valid for only fifteen (15) days from issuance.

If the product is returned to Arlo without an Arlo return authorization number, and/or beyond the fifteen (15) day period, and/or without proper packaging, Arlo retains the right to refuse delivery of such return or may return the unit to you at your expense and with no refund issued."

"Start Over"

Troubleshoot an issue

Make a purchase

Inquire about existing arlo.com order

“RMA”

“Please visit the following URL to check on the status of your RMA .

Click link to check on the status of your RMA.

Check RMA”

[Retired_Member · Accepted solution]

I've done!

Start Chat:

"return"

........

"Continue"

........

"Continue"

.......

"Contact Support"

......

"My First Name"

"My Email Address"

"PIN form email"

......

*"You have selected: Doorbells"

*"You have selected: Wired Video Doorbell (AVD1001)"

*"Please clarify/restate the question that I was not able to address, so the Arlo expert can review."

"request RMA"

Agent connected

[ShayneS]

What happened after the agent connected? 

[Retired_Member]

After explaining the situation clearly and providing relevant information, I received an email with RMA information