There may be times that an employee needs to return or replace items because their existing equipment is damaged, malfunctioning, or simply not required for them to do their job. You may also want to upgrade equipment for an employee who has moved to a new role or the device is nearing the end of its lifecycle. Via the Firstbase platform, there are two ways you can quickly initiate a return, replacement, or upgrade for these types of situations.
Note: Do not use this feature if you are offboarding an employee.
Via the People Section
- Log in to your account and select the People tab on the left-hand side of the platform.
- Select the employee who needs to have the return or replacement.
- Navigate to the Logistics section under the employee's profile.
- In the upper-right corner of the page, click on the Actions button and select Initiate return or replacement.
- Indicate whether the request is a return or a replacement. (Note: we consider an upgrade to be submitted as a replacement.)
Via the Orders and Returns Section
- Log in to your account and select the Orders and Returns tab on the left-hand side of the platform.
- Click the Actions button in the top-right corner of the page and select Initiate return or replacement.
- Indicate the existing employee you are submitting the request for and whether the request is a return or a replacement. (Note: we consider an upgrade to be submitted as a replacement.)
Whether you've selected via the People or Orders and Returns Section, you will need to:
- Select the equipment you wish to be returned, replaced, or upgraded, and click Continue.
- You will be prompted with a drop-down by item to give a reason for the return, replacement, or upgrade. This will help us understand what actions our Operations team will prepare for when we receive the equipment in our warehouse.
- If proceeding with a replacement or upgrade, you will be directed to what items in your catalog you wish to send to the employee to replace what they are sending back. Confirm the details for the employee to ship the replacement. equipment and select Request replacement.
- If proceeding with a return, you will be asked to confirm the contact details of the employee and select Request return.
Frequently Asked Questions:
What types of items can be returned or replaced?
As of today, any items listed in the employee's inventory can be submitted for return or replacement. Note: Additional fees may be incurred to replace the items.
How do I find previous returns or replacements?
Admins may view all of the replacement orders within their organization by navigating to the "Orders and returns" section and clicking on the "Returns" or "Replacements" tab.
Will my employee need to confirm their contact information (e.g., address)?
We do not ask employees to confirm their address or contact details when submitting a return or replacement. Admins will need to ensure their employee's information is up-to-date.
Can I replace an item with a different type or spec item? What about adding unrelated items?
Yes! For example, an Admin may choose to create a replacement order for a person who has a laptop and would like to replace it with a desktop, monitor, keyboard, and mouse.
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.