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RMA Process Guide: What to Expect

Updated

A quick-reference guide for our partners: machine returns and machine swaps

Whether you're returning a machine (inventory clearing, end of lease, etc.) or receiving a replacement machine due to a shipping or technical issue, the process below walks you through what happens at each step, so you always know what to expect and when.

How It Gets Started

Machine Return

Reach out to your Bevi contact any time you need to return a machine, whether it's for inventory clearing, an end-of-lease return, or another reason.

Machine Swap

If a machine has shipping damage or a technical issue, Bevi's support team will assess it. If a swap is the right fix, we'll kick off the process below on your behalf.

The Process, Step by Step

  1. We confirm the details. Bevi verifies the machine's serial number(s), and, for lease returns, your lease buyout figure, along with the warehouse address and shipping contact on file, in case anything's changed since your last return.
  2. We ship your packing kit. Bevi sends a packing kit at no charge (and, for swaps, your replacement machine), along with a confirmation email and any documents you'll need.

  3. You pack and confirm. Once the kit arrives, decommission the unit and remove all water, flavor boxes, and CO2 tanks; then pack the machine(s) securely and send us photos of the packed unit(s) on the pallet so we can confirm everything is protected for transit.

    HELPFUL TIP

    Before wrapping or packing each unit, write its serial number on a label and affix the label to the outside of the repacked unit. This makes each machine easy to identify if you're processing multiple RMAs at once.

  4. You choose how it ships. Let us know which option works best for you:
    1. Bevi schedules pickup. A flat $400 per unit. We schedule the pickup and send you the Bill of Lading (BOL) before the shipper arrives.
    2. You self-ship. No Bevi fee. We send you the return address; you arrange the carrier and share tracking info with us.
  5. We confirm receipt. Once your machine arrives at the warehouse, we confirm receipt and update the status of your return.
  6. We close it out. Our billing team finalizes any refund or credit (for returns), and your Bevi contact confirms the process is complete.

Good to Know

  • Packing kits, and replacement machines for swaps, ship to you at no charge.
  • Bevi-coordinated pickup is a flat $400 per unit; self-shipping has no fee from Bevi.
  • You'll receive a confirmation and any relevant documentation from your Bevi contact at each key step.
  • Have questions along the way? Reach out to your Bevi account team any time; we're here to help.

Machine RMA Checklist

A simple, checkable version of the RMA process for quick reference

Check off each step as you complete it to keep your RMA request moving.

Initiate RMA

  1. Email Bevi Support at support@bevi.co to confirm unit serial number(s), pickup location, and shipping contact.

Finalize RMA Request

After Bevi Support follows up with RMA details.

  1. Confirm alignment on lease buyout *if applicable
  2. Confirm number of repack kits needed *if applicable

Pack & Confirm

  1. Decommission the unit, remove all water and CO2 tanks, and repack it for return shipment.
  2. Once packed and ready, send Bevi Support photos to confirm it's return-ready, and confirm your preferred shipping method (Bevi-scheduled vs. self-ship).

Choose & Confirm Return Shipping

  1. Confirm your return shipping method.
    1. Bevi-scheduled pickup: Bevi will send the BOL for the unit(s) on your RMA.
    2. Self-ship: send Bevi tracking info once your shipment is scheduled.