How do I return, replace or upgrade an item?

There are times when an employee may need to return or replace equipment due to it being damaged, malfunctioning, or no longer required for their role. You may also need to upgrade equipment for an employee who has moved to a new role or if the device is nearing the end of its lifecycle. Using the Firstbase platform, you can quickly initiate returns, replacements, or upgrades in two ways:

1. Using the People Section

1. Log in to the Firstbase Platform.
2. Go to Firstbase Menu > People and Offices > People.
3. Select the employee who needs a return, replacement, or upgrade.
4. Navigate to the Logistics section in their profile.
5. Click Actions in the upper-right corner and choose:
   • Initiate return, or
   • Initiate replacement.

2. Using the Orders and Returns Section

1. Log in to your Firstbase account.
2. Navigate to the Orders and Returns tab on the left-hand menu.
3. Click Actions in the upper-right corner and select Initiate return or replacement.
4. Select the employee for whom you’re submitting the request.
5. Specify whether it’s a:
   • Return, or
   • Replacement (note: upgrades are considered replacements).

• Initiating a One-Off Return

Step 1: Select Return Process

1. After selecting the employee in the dropdown, choose Return.
2. Answer No to the offboarding question and click Continue.

Step 2: Choose the Return Destination

1. Option A: Return to Firstbase - Firstbase will facilitate shipping the employee's equipment to a Firstbase warehouse.
2. Option B: Return to Office - Equipment is returned to one of your office locations. Learn more about Returns to Office →

Option A: Return to Firstbase

1. Select Return to Firstbase and click Continue.

2. You’ll see a list of all Eligible equipment assigned to the selected employee. There is also a separate tab for Ineligible equipment that cannot be returned. You can review it if needed.

3. Select the equipment the employee needs to return.

• Indicate the return reason for each item.
• Add any additional information if necessary.
• Toggle the option to have equipment recycled and destroyed (if applicable).

4. If the employee has additional eligible equipment not currently in the system, you can add it at this stage. Click on the top right “Add equipment to return”
5. Click Continue when all equipment is selected.

6. Verify Employee Information: Here you can review and update the employee’s info.

   Address Confirmation: At this stage, you can choose whether the employee needs to confirm their address before the return or replacement moves forward. You’ll also see when the employee last confirmed their details
   
   
   
   If you select YES:

   The employee will receive an email with a link to confirm their information. 
   Until the employee submits their details, the request will remain in status Submitted. 
   Once confirmed, the order status will update to Confirmed, and the employee’s profile will be updated with the new information.
   Click Continue to proceed.

7. Review your selections and click Submit to create a return order.

- Initiating a One-Off Replacement

Step 1: Select Replacement Process

1. After selecting the employee in the dropdown, choose Replacement and click Continue.

2. You’ll see a list of all Eligible equipment assigned to the selected employee. There is also a separate tab for Ineligible equipment that cannot be returned. You can review it if needed.

Step 2: Select Equipment to Collect from the Employee

1. Select the equipment the employee needs to return.

• Indicate the replacement reason for each item.
• Add any additional information if necessary.
• Toggle the option to have equipment recycled and destroyed (if applicable).

2. If the employee has additional eligible equipment not currently in the system, you can add it at this stage. Click on the top right “Add equipment to replace”
3. Click Continue when all equipment is selected.

Step 3: Select Equipment to Send to the Employee

1. You’ll see a list of all available products to order. A default filter is applied to match the categories of the equipment selected in the previous step. 
2. Additionally, there is a toggle located in the top-right corner labeled “Display in-stock only”. You can switch this toggle on or off to display only the items that are currently in stock.
3. Select the equipment you’d like to send as a replacement, indicate the shipping option (if applicable), and click Continue once you’ve made your selections.

Step 4: Verify Employee Information

• Here you can review and update the employee’s info.

• Address Confirmation: At this stage, you can choose whether the employee needs to confirm their address before the return or replacement moves forward. You’ll also see when the employee last confirmed their details
  
  
  
  If you select YES:

  The employee will receive an email with a link to confirm their information. 
  Until the employee submits their details, the request will remain in status Submitted. 
  Once confirmed, the Return status will update to Confirmed, and the employee’s profile will be updated with the new information.

Click Continue to proceed.

Step 5: Review & Confirm

• Review all selections and click Submit to create a replacement order.

FAQs

Which equipment is Ineligible to be returned?

Equipment assigned to an employee and listed as “Eligible” in the system can be returned. Items marked as “Ineligible” cannot be returned. 

Ineligible items: Items that are archived, part of an active return order, or belong to a category not supported for returns to Firstbase cannot be returned (Mice, Keyboards, headsets).

Will I need to let my employee know the return or replacement is processing?

Let us take care of this for you! Firstbase will send automatic emails and follow-ups with our Support team to facilitate the rest of the process. We will only seek your assistance if an issue, question, or employee becomes unresponsive.

How can I find previous returns or replacements, and where can I track their progress?

Navigate to the Orders & Returns section and use the filters to find historical requests or search in the Returns and Replacement tabs.

Does the employee need to confirm their details for non-offboarding returns and replacements?

Admins can decide whether employees need to confirm their details for one-off Return or Replacement requests — just like in offboarding flows.

In the Verify Employee Information step, admins can toggle the Address Confirmation control. If selected, the employee will receive an email asking them to review and confirm their address and pickup preferences before scheduling the return.

👉 For more details, see the dedicated article on Address Confirmation.

Can I edit a submitted return or replacement request?

No, once a return or replacement request is submitted, it cannot be edited. If changes are necessary, you may need to cancel the request by contacting Firstbase and submit a new one.

What happens if an employee has eligible equipment not currently listed in the system?

Admins can manually add eligible equipment to the request by clicking “Add equipment to return” or “Add equipment to replace” during the workflow.

How long does it take for a return or replacement request to be processed?

Processing times vary based on the type of request and location. Refer to the Firstbase Service Capabilities for more details.

Can I initiate a return, replacement, or upgrade for multiple employees at once?

No, at this time, requests must be submitted individually for each employee.

Where can I learn more about ITAD services provided by Firstbase?

You can learn more about ITAD services, including secure asset recycling and disposal, by visiting the Firstbase ITAD Help Center Article.