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: Shipping Equipment to Firstbase.
2. Option B: Drop off at an office.

Next, we will explain the two One-Off Return processes based on the selected return destination: Option A, shipping to Firstbase, or Option B, dropping off at an office.

Option A: Ship to Firstbase

1. Select Ship 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. Review and update the employee’s email and return address, then click Continue.
7. Review your selections and click Submit to create a return order.

Option B: Drop Off at an Office

1. Select Drop off at an office, choose an office location and click Continue.

2. You’ll see a list of all eligible equipment assigned to the 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 and click Continue.
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. Review all details and click Submit.

Note: This option does not generate a return order but reassigns the selected equipment from the employee to the chosen office location.

- 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

1. Review and update the employee’s:

• Emails,
• Shipping address, and
• Return address (if different from the shipping address).

2. 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?

No, employees do not need to confirm their details for non-offboarding requests. Admins should ensure the employee’s information, such as contact details and address, is up to date during the request process.

 

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.