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RMA backend operations (internal)

This article is for Servinix support agents. It covers how to look up an active RMA order in the BitBrew Fulfillment API, what Danlaw transaction status codes mean, and the escalation path for returns that are stuck or disputed.

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Before you start

  • You need support-level access to the BitBrew Fulfillment API dashboard or the internal order query tool.
  • Obtain the customer’s RMA reference number and the carrier tracking number for the return shipment before querying.
  • Confirm the shipment has been delivered to Danlaw using the carrier tracking link before escalating — Danlaw cannot process an order that has not arrived.

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Tracking an RMA order

The RMA lifecycle in the backend follows the Danlaw Fulfillment Workflow:
  1. Order submitted — Servinix sends the RMA/Return order to the BitBrew Fulfillment API. Danlaw processes the order and sends a shipment label to the customer or fleet.
  2. Label sent — Danlaw generates and dispatches the prepaid return label. BitBrew records this as LABEL_ISSUED.
  3. Shipment in transit — Customer returns the device using the shipment label. No API status change until Danlaw receives the package.
  4. Received — Danlaw receives the shipment and begins processing the RMA/Return order. Status moves to RECEIVED.
  5. Refurbishment — Device undergoes cosmetic refurbishment and label replacement. Status: REFURBISHING.
  6. Flashing — User data is wiped and firmware is reflashed. Status: FLASHING.
  7. Closed — Device returned to inventory. Status: CLOSED. BitBrew notifies Servinix.

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Common Danlaw transaction status codes

Status codeMeaningTypical next action
LABEL_ISSUEDPrepaid label generated and sent to customerWait for customer to ship
RECEIVEDDanlaw has the device; processing startedNo action; monitor progress
REFURBISHINGCosmetic refurbishment in progressNo action
FLASHINGFirmware wipe and reflash in progressNo action
CLOSEDRMA complete; device back in inventoryConfirm with customer; initiate replacement if applicable
HOLDDevice flagged for manual review (damage, mismatch)Escalate to Danlaw point of contact
REJECTEDDevice not matching the RMA order or beyond repairContact customer; open replacement or credit case

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Escalating a stuck return

Escalate to Danlaw if any of the following apply:
  • The order has been in RECEIVED status for more than 5 business days with no progression.
  • The status is HOLD and no update has been received from Danlaw within 2 business days.
  • The customer’s carrier tracking shows delivery but Danlaw has not updated the order to RECEIVED within 2 business days of delivery.
Escalation path:
  1. Gather: RMA reference number, carrier tracking number, delivery confirmation screenshot.
  2. Contact the Danlaw operations point of contact via the internal escalation channel (see the internal Escalation Path article for current contacts).
  3. Log the escalation in the Servinix support system against the customer account.
  4. Update the customer within 1 business day of escalating with a status summary.

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Result / verify

An RMA is fully resolved when the BitBrew status is CLOSED and Servinix reflects the updated device inventory or triggers a replacement shipment. Confirm with the customer that they have received any replacement device or account credit before closing the support case.