How to Submit A Return Authorization Request

Introducing the Nexus Cellular ‘Request a Return’ tool – part of your nexus customer portal. It simplifies the entire process by doing all the necessary calculations for you.

All you have to do is search for the item you want to return and enter in some basic information to help us process the return. The following Guide explains the process in more detail.

1. Sign in to your Nexus Cellular Customer Portal. If you do not have online access, please contact your dedicated Sales Rep.
2. Click the ‘Account Menu Button’ (top right of the page), then click the ‘Request a Return’ link.
3. You’re now on the ‘Request a Return’ page. Let’s begin by searching for an item. Search by SKU, name, invoice/cash sale number or the PO number you entered when placing the order. If you can’t find an item, that’s either because it isn’t eligible for return or because it has already been requested for return before. Contact your dedicated Sales Rep for assistance.
4. Once you find the item you’d like to return, select the quantity and reason for return and enter in a comment. Then hit the ‘Add’ button to add the item to your return worksheet. Repeat steps 3 & 4 until you’ve added all the necessary items. Options in quantity dropdown are based on purchase quantities. If you can’t find a reason for return, that’s because that reason isn’t eligible anymore due to the warranty period for it elapsing. Ensure that the item you select is from the correct transaction as you may have purchased it in multiple transactions.
5. Review items in the worksheet. If you need to make changes, click the ‘Edit’ button to edit each line or the ‘Delete’ button to remove an item. Once done, click the ‘Submit’ button to submit your request. Enter you own internal RA number in the field provided if needed.

Notes

• If your session time’s out and you get logged out or if you close the window, items added to the worksheet will remain as is the next time you visit.
• Click the ‘Clear Worksheet’ button to clear all the items from the worksheet.
• Prepare returns package/shipment as per the guidelines provided in the confirmation.
• Following the shipping rules provided will ensure quicker return processing timelines.
• Click the ‘View Return Authorization’ button for up-to-date information on the results of our testing, the status of the overall request and credit memo if applicable.
• This page can also be accessed through the ‘My Account’ menu by clicking on the ‘Returns’ link.

Where Should the Return Authorization Items be Sent?

Returns Documentation Requirements

Authorized Returns

We do not accept returns with technician damage or any form of incidental damage nor do we accept returns with writing on either the product or packaging. Nexus Cellular must receive the authorized return no later than 15 calendar days from the date of the Return Authorization number issuance. Authorized returns received by Nexus Cellular will be processed between 3 to 7 business days from the date of receipt.

Last Modified: December 1, 2019