Important: Hold policies are set up at the customer's option. If no hold policy is in place, returns are immediately queued for data wipe, OS restore, grading, cleaning, diagnostics, repack, and restock. To set up a hold policy, please refer to the section below on “Establishing the Hold Policy.”
The process below outlines how Firstbase handles returns for customers who have an active hold policy in place. Devices will be held for the agreed duration before entering our standard returns procedure* (which includes wiping the media/storage from the device and reinstalling its operating system to factory settings).
Device holds are available in all regions where Firstbase operates local warehouses.
Device Holds Procedure
1. Establishing the hold policy
Firstbase offers 30-, 60-, and 90-day hold policies. Your CSM can configure this in your account settings, and it will apply to all returns across your organization. Hold policies apply globally and are not region-specific. Once a return is received, the device is unboxed for serial capture and placed on a dedicated hold rack for the duration of the selected policy.
If no hold policy is in place, returned devices are immediately processed upon arrival (data wipe, OS restore, grading, cleaning, diagnostics, repack, and restock).
After the hold period ends, the device will follow Firstbase’s standard return process.
2. Recalling a device on hold
To request an on-hold device be shipped out before the hold period ends, email support@firstbase.com with:
- Device serial number
- Product name
- Recipient name and shipping address
Note: The recipient must have a user profile (employee, admin, or office) in your Firstbase account. If not, please add it before submitting your request so that we can create the order in the platform.
Once submitted:
- The device will be released from hold and moved to fulfillment
- It will be made available in inventory
- Firstbase will generate an order and ship it within 5 business days
3. Fees
There’s no charge for placing devices on hold or taking them off hold. However, if you request a specific device to be recalled from hold, standard order fees apply—and there may be an additional admin fee to cover manual handling. Check your order form or ask your CSM for details.
*Standard Return Procedure (Hold vs No Hold)
| Returns (Offboarding, One-off Returns) - NO HOLD |
Returns (Offboarding, One-off Returns) - HOLD |
|---|---|
| ** DEVICE HOLDS ** Where there is a hold, upon receipt by Firstbase, the package will be opened to capture the serial number, and then it will be moved to a dedicated “hold rack” in the warehouse where it is stored for a period of 30, 60, or 90 days. At the end of the hold period, the package will be processed in accordance with Firstbase’s standard procedure as set forth below. |
|
| 1. Upon receiving the package, Firstbase adds it to the processing queue where it remains Firstbase is ready to process it. Processing includes unpacking, thoroughly sanitizing, and visually inspecting each item for physical imperfections. 2. For any reversible issues identified, Firstbase reconditions (removes stickers, buffs out scratches, etc). 3. For laptops and computers (that are not in a bypassable locked state or considered poor or unusable conditions) Firstbase will then wipe the media/storage of the device and reinstall its operating system to the manufacturer's most recent version or to factory setting type out of box specifications. 4. Items are assigned a final grade according to Firstbase’s Equipment Grading term, this grade determines next steps (subject to the limitations set forth in the Firstbase capabilities terms): (1) For all items (laptops, computers and monitors) that are assigned a grade other than “Used - Poor”, or “Unusable”, Firstbase re-sanitizes and repackages each one for redeployment. (2) For laptops and computers only, that are assigned a grade of “Used - Poor”, or “Unusable”, Firstbase separately assess repairability and where possible works with manufacturers to have the device repaired, in or outside of warranty, (detailed below) where this is not possible, Firstbase follows the EOL/ITAD terms. (3) For monitors only, that are assigned a grade of “Unusable”, Firstbase follows the EOL/ITAD terms. |
1. At the end of the 30 day hold period, Firstbase pulls the device from the “hold rack” and adds it to the processing queue where it remains until Firstbase is ready to process it. Processing includes thoroughly sanitizing, and visually inspecting each item for physical imperfections. 2. For any reversible issues identified, Firstbase reconditions (removes stickers, buffs out scratches, etc). 3. For laptops and computers (that are not in a bypassable locked state or considered poor or unusable conditions) Firstbase will then wipe the media/storage of the device and reinstall its operating system to the manufacturer's most recent version or to factory setting type out of box specifications. 4. Items are assigned a final grade according to Firstbase’s Equipment Grading terms, this grade determines next steps (subject to the limitations set forth in the Firstbase capabilities terms): (1) For all items (laptops, computers and monitors) that are assigned a grade other than “Used - Poor”, or “Unusable”, Firstbase re-sanitizes and repackages each one for redeployment. (2) For laptops and computers only, that are assigned a grade of “Used - Poor”, or “Unusable”, Firstbase separately assess repairability and where possible works with manufacturers to have the device repaired, in or outside of warranty, (detailed below) where this is not possible, Firstbase follows the EOL/ITAD terms. (3) For monitors only, that are assigned a grade of “Unusable”, Firstbase follows the EOL/ITAD terms. |