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Cisco Meraki Documentation

Cisco Meraki Self-Service RMA’s

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A Self-Service RMA flow has been enabled for MT, MR, and MX devices covered under warranty. This flow will guide you through the RMA creation process via the Cisco Product, Returns and Replacements (PRR) tool while using a Virtual Engineer.  

Please note that at this time, this process only covers devices being replaced under warranty, and it does not cover anything that is tied to an upgraded RMA service level.  

How To Submit an RMA 

  1. Please perform basic troubleshooting on the device prior to submitting an RMA. 

  1. Log into the Meraki Dashboard. 

  1. Navigate to the “?” icon (top right) and select Support Center. 

 

  1. Proceed with case creation as normal.  

  1. When you arrive at the Case Details screen, click the Request an RMA link at the top. 

 

 

Please Note: 

  • Only MX, MR, and MT products are supported at this time.

  • Only Warranty Devices are supported at this time. If your device is under contract, you will need to contact Cisco Meraki Support . 

  • You can only submit one device at a time. The serial number for the device you selected upon creating the case will be used for the RMA submission. 

  • You must have an active Cisco.com ID to use the Self-Service feature. Visit Cisco.com Account and Login Help if you wish to create a new CCOID. When creating a new ID, please select a registered account name and address from the available options in the list.  

  • If the RMA self-service option is still not available in Meraki Dashboard after creating a new Cisco.com ID creation, please wait 2-3 days for the ID to propagate across our systems.  

 

  1. After clicking Request an RMA, you’ll be taken to another screen. Click Start RMA request. 

 

 

  1. Please make sure you are logged into your Cisco Account. If you are not logged in, you’ll be prompted to login in. If you are already logged in, please proceed to the next step. If you have trouble logging into your Cisco Account please submit an inquiry at web-help.cisco.com. 

  1. The Cisco AI Assistant will launch.  As you proceed, some information will need to be entered or verified, such as Shipping Address. 

 

 

  1. Once you’ve answered all questions, a case will be created, and you’ll see confirmation that your RMA has been submitted. 

 

 

Note: If the self-service cannot process your RMA, a message will display asking you to contact Meraki Support. If you see this message, please submit a case to Meraki Support and the RMA will be manually processed by our team. 

  1. Please check your email for case updates and progress on your RMA. RMA cases can also be tracked within the Cisco Support Case Manager. Self-service RMAs are not currently viewable within the Meraki Dashboard. 

Our Services & Logistics team will monitor and reach out if there are any issues. If you have questions about your RMA please respond to the case email you receive. 

Please note, any abuse or misuse of this process will result in RMA privileges being revoked and degradation of service levels as pursuant to Cisco Terms of Use.