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The new and improved Support and Downloads pages are now live! You asked, and we listened. Visit the Support and Downloads Experience page to learn more about this update.
Repair Portal Benefits and Features
Repair Order Portal Features
Check Your Repair Status Within the Repair Order Portal
Once a repair order has been submitted, progress can be tracked on the Repair Order Portal. Users can search to locate a repair order or series of repair orders.
To view the status of a repair:
- Log into the Repair Order Portal (repair.zebra.com) and select the Order Status tab
- Search your repair order(s)
- Click on the Order Number to view status information
- Click on the Outbound Tracking Number for in-transit status
For many Zebra repair customers, the most convenient option for obtaining repair status is subscribing to receive repair status or reminder email notifications automatically. Users may subscribe to both repair status and reminder notifications or choose to receive only one type of notification.
Notification Types:
Repair Status
- Device is received
- Repaired device is shipped
- Repair is on-hold awaiting parts
Reminders
- Payment not yet received for a per-incident repair
- Expected faulty device has not been received (Advance Exchange)
Save time by adding multiple products to a repair order at once. Our bulk load template supports 18 languages and reduces manual data entry.
How it works:
- Get the template from the Portal's Add Products screen and download it regularly for updated versions.
- Fill in the Serial Number and choose the Problem Type from drop-down. Customer Reference and Problem Description fields are optional.
- Generate a CSV file by reviewing your data and saving it in the .csv format.
- Upload the .csv file and await a notification when the validation process is finished.
- Fix errors by checking the Resources section on the right for more information.
- Submit your order.
A new process for per-incident (billable) repairs. This time-saving process applies only to repairing Zebra devices not covered by an active Zebra OneCare Support Service contract or Zebra hardware warranty. The new process provides customers with faster repair quotations (usually instantaneous when submitted via the Repair Order Portal). It avoids unnecessary packaging and shipping of devices that customers do not approve for repair.
New Per Incident (Billable) Repair Process
1. At the time of RMA request (using either Zebra’s Repair Order Portal* or the Zebra Repair Request Form):
- Indicate the reason for repair using Zebra’s problem categories and codes.
- Zebra will provide an immediate repair quotation based on your problem diagnosis.
- Submit a purchase order at the time of repair authorization if you accept the repair cost and wish to proceed with device repair. (Zebra will then send you a repair authorization email, including shipping instructions and a shipping label.
2. Send your device to the Zebra Repair Center using the shipping instructions and label information provided.
3. Zebra Repair Technicians will then diagnose the fault with your device.
- If the required repair will be more (or less) extensive the problem you identified, a new repair quotation will be issued for your approval.
You have 30 days to accept a revised repair quotation, or the device will be returned to you unrepaired and you will be invoiced for a diagnostic fee. - If their diagnosis is consistent with the problem you identified, the device will be repaired and returned to you, and you will be invoiced for the amount of your submitted purchase order. Cash in advance customers (those who do not have payment terms established with Zebra) will be required to provide payment before the device is returned to you. Zebra’s Per Incident Repair Service is performed by factory trained and authorized technicians, utilizing Zebra certified parts and test fixtures required to complete expert level repair services.
- Arabic
- Chinese
- Czech
- Dutch
- English
- French
- German
- Hebrew
- Italian
- Japanese
- Korean
- Polish
- Spanish
- Swedish
- Portuguese
- Russian
- Thai
- Turkish
How can the Repair Order Portal assist with your repair?
