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ColdOS: Sense - Equipment Return Guidance

Use this guide when equipment is found damaged, defective, nonfunctional, incorrectly supplied, or otherwise requires return during receiving, kitting, installation, or commissioning.

For contractual terms, shipping responsibilities, warranty details, and the complete return process, ask Ndustrial for the RETURN MERCHANDISE AUTHORIZATION (RMA) PROCESS agreement. That document governs the formal process if any guidance here conflicts with the applicable agreement.

When Equipment May Need to Be Returned

Return processing may be required when equipment is:

  • The wrong model or quantity
  • Visibly damaged
  • Missing parts
  • Dead on arrival
  • Unable to connect or report correctly
  • Failing installation or validation checks
  • Identified by Ndustrial as defective during troubleshooting

Before treating equipment as defective, complete the available troubleshooting steps with Ndustrial. Issues resolved remotely should be documented and closed without initiating a return.

During Installation

If a device fails during installation:

  1. Stop using the device.
  2. Follow the troubleshooting and replacement workflow in the Ndustrial provisioning app.
  3. Mark the device as returned in the app and record the reason for return.
  4. Capture any required photos, validation results, and troubleshooting notes.
  5. Replace the device with available buffer stock whenever possible so the installation can still be completed.
  6. Confirm the replacement device is connected, assigned to the correct asset, and passes required validation.
  7. Keep the returned device separate from usable inventory.

Platform, inventory, assignment, or networking errors should be investigated before equipment is treated as defective. Follow the in-app troubleshooting workflow and contact Ndustrial Support when the app does not provide a return path.

Common Return Scenarios

Equipment may need to be returned when:

  • A device will not power on.
  • A gateway powers on but will not connect after approved troubleshooting & confirmed successful in-store networking configuration.
  • A sensor will not connect to the gateway or platform.
  • A device is already assigned to another facility.
  • A device is not found in inventory after scanning.
  • Printed device label information does not match the information shown in the app.
  • Temperature, humidity, battery, or signal, or door open/closed readings remain outside required acceptance ranges.
  • A device is physically damaged and cannot remain in service.
  • Some other unexpected error prevents successful installation.

Before closing the job, confirm that the return reason is recorded, the returned device is no longer assigned to the active job or facility, and any issue without an available in-app return workflow has been reported to Ndustrial Support.

Identify the Device

Do not remove, cover, or damage device identification labels.

Return records may require:

  • DEV EUI or hardware ID
  • Serial number
  • Model number
  • Reason for return
  • Description of the issue
  • Troubleshooting steps completed
  • Photographs
  • Job, customer, or facility information

The DEV EUI is the primary tracking identifier used for returned equipment.

Tag and Separate Returned Equipment

Returned equipment must not be mixed with usable project inventory.

  • Place the device in the designated return or RMA staging area.
  • Tag the individual device with a red return tag.
  • Include the date the issue was identified, a brief description, and the initials of the person who identified it.
  • Do not write or place permanent markings directly on the equipment.
  • Update the installer inventory system as required.

The formal RMA process requires returned units to be tagged both digitally and physically while preserving the equipment for possible testing or reuse.

Shipping Returned Equipment

Do not ship equipment directly to the manufacturer.

Return equipment to the location and according to the schedule provided by Ndustrial or your installer organization. During an active deployment, returned equipment may be consolidated at the installer’s central warehouse before shipment to Ndustrial.

Before shipping:

  • Confirm the device has been recorded in the approved return tracker or process.
  • Confirm the ship-to address with Ndustrial.
  • Package equipment to prevent additional damage.
  • Include the assigned return or RMA number when one has been provided.
  • Retain shipment tracking information.

No Fault Found or Installer Error

Equipment may be tested and found to be operating normally. Devices determined to have no defect may be returned to installer inventory for reuse.

Recurring returns caused by installation or handling issues may result in additional process review or training.

Before Closing the Job

Confirm that:

  • Removed or replaced devices no longer appear as active installed equipment.
  • Replacement devices are assigned to the correct assets.
  • Required photos, notes, and troubleshooting results are complete.
  • Returned equipment is physically separated from usable inventory.
  • The return status is recorded correctly in the app or designated tracker.
  • All returned devices remain accounted for until transferred or shipped.