Instructions

Use this form to request a return label for devices that need to be sent back to NDC.

Please enter your email address correctly in the form or you may not receive a timely response to your request. Also, we will only respond to business email addresses, not personal email addresses.

  • Providing contact details allows the DF Team to contact the correct associate with potential follow up questions (e.g. a CS Associate submits a request for an Agent – we need the Agent’s information).
  • Document TOPS with the Escalation submitted.
  • The information submitted also helps us determine if there are coaching opportunities or if documentation (e.g. Job Aids, HTGs) may need to be updated.
  • Quality Related Issues are shared monthly with the Reverse Logistics and Service Programs Teams. Actions are taken based on information provided to reduce these issues.

TOPS Return Attempted?

Please select yes or no.

Please advise why you were unable to provide a return in TOPS.

Returns should be completed in TOPS first.  This request form should only be used if you are unable to process a TOPS return.

Please review the how-to guides for information on how to process a return in TOPS:

Ensure actions below are taken before a label will be sent:

  • For Stores / Agents need to do REPLACE FLOW and ensure device is not ACTIVE on account (mark Returned)
  • For CIM users – need to make ESN is not Active on account by doing an internal ESN change

Associate Information

Please enter your name, or the associate, or agent that Direct Fulfillment should contact.

Customer Name is too short, it must be at least 4 characters in length.

Customer Name is too long, must be under 50 characters in length.

Please enter a valid email address.

Please enter your contact phone number.

Please enter a valid Employee / Comp ID number.

Customer Information

A customer or business name is required.

Customer Name is too short, it must be at least 4 characters in length.

Customer Name is too long, must be under 50 characters in length.

Please enter the customers Financial Account Number (FA#), must be exactly 9 digits in length, no spaces or letters.

Customers Financial Account Number must be exactly 9 digits in length.

Please enter the customers Billing Address City. (3 to 50 characters)

Please select the customers billing address state.

Please enter the customers billing address zip code.  Zip code must be at least 4 digits long.

Please select delivery method.

 

If you wish to have the label emailed you must enter the customers email address.

Mailing Address

You have indicated a label needs to be mailed, please provide an address tos end the label to. (No PO Boxes)

Please provide a shipping address.

Please provide a shipping address city.

Please provide a shipping address state.

Please provide a shipping address zip code.

Original Order Information

Please select the original TOPS order action type.  If order action is unknown select "Not Found".

Please select the channel which submitted the original order.

Please enter the original tops order number, minimum of 10 characters.

** Required

** Required (Minimum 6 Characters)

** Required (11-22 Characters)


x

** Required - Select or provide a reason.

Please provide enough details regarding the issue so that we may research. Must have at least 25 characters of text. i.e. Customer received device with pictures in gallery from previous user.

Required information has not been added to form.  The submit button will remain disabled until all required data is provided.  Check errors highlighted in red above, or check the list of errors found.