General FAQs
Can I request hardware for personal use?
Employee HW requests are eligible for Full Time Samsara Employees only.
Fill out this form for employee hardware request surrounding personal use, engineering/testing, and demo. Refer to the google form description for further details. The Reverse and Fulfillment Operations (RFO) team will respond to submissions in the order they are received.
Note: If full product codes are not provided, hardware request is considered incomplete and will be delayed. Please be sure cable selections for Asset (AG) or Vehicle Gateways (VG) are included if needed.
Allow up to 2 business days for your request to be shipped.
For order status, forward your form submission through this webform or email orders-requests@samsara.com.
Fulfillment FAQs
Has my order shipped?
US/CAD: If an opportunity reaches 98% Orders Processing before 3PM ET / 12PM PT, it will be processed the same day unless otherwise communicated by an Operations Specialist.
- Note: Same day processing can result in next day shipping due to our optimized warehouse shipping process.
MX: If an opportunity reaches 98% Orders Processing before 1PM CT (MX), it will be processed the same day unless otherwise communicated by an Operations Specialist.
EMEA: If an opportunity reaches 98% Orders Processing before 1PM BST, it will be processed the same day unless otherwise communicated by an Operations Specialist.
Once an order has been processed to 99% (Ready to Ship), reference the shipping method location on the opportunity.
For more details on opportunity stages, refer to Opportunity Stage Processes article
Why is my order stuck at 98% Orders Processing?
Reverse and Fulfillment Ops (RFO) will communicate to AEs when an order is on hold because it has not passed an audit validation. The RFO team will send a hold email from orders-requests@samsara.com. Please reply directly to the email to prevent order processing delays.
Below is a list of reasons for a kick back.
Hold Reasons
- No Cables: The opportunity is on hold due to having the incorrect amount of cables.
- Incorrect Quantities: The opportunity is on hold due to having mismatched quantities of hardware to licenses/accessories.
- Missing / Wrong Shipping Address: The opportunity is on hold due to a missing or incorrect shipping address. PO boxes (US) and Postal bags (CAD) are not allowed and will require an alternative shipping address.
- No HW Approval: The opportunity is on hold due to having a product that requires approval.
- No PM Approval: The opportunity is on hold due to having a product that is Product Manager (PM) gated. Please see email for respective PM’s approval.
- Out of Stock: The opportunity is on hold due to having a product that is out of stock.
- Missing S&H: The opportunity is on hold due to missing the shipping and handling cost.
- Confirming FT: The opportunity is on hold due to clarification on the ‘Free Trial Purchase’ drop-down selection
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Inventory Hold: The opportunity is on hold due to having product(s) that are currently on supply constraint.
- Weekly inventory email sent to the Sales team providing inventory status. Refer to our Inventory Inquiry article for more information.
- Guidance by Region: North America Inventory | Mexico Inventory | EMEA Inventory
- Fill out the Order Escalation Form for urgent deals and Ops Leadership will respond in the order they are received.
- Clarification Hold: The opportunity is on hold due to details that require additional clarification. Please refer to email for more details.
- Finance Hold: The opportunity was placed on hold as requested by Order Management. Please reach out to Order Management with any questions.
- Requested Later Ship Date: The opportunity was requested to ship out on a later date by the Sales team.
- Sales Hold: The opportunity was requested to be placed on hold by the Sales team.
I have questions about inventory. Can you help me?
Lead times and inventory availability is incredibly fluid, and the Inventory Team will do their best to keep guidances up to date.
Please see below for your respective region's Inventory Guidance:
For product escalations, fill out this Order Escalation Form and Ops Leadership will respond in the order they are received. Please note the Orders Team does not have visibility into this process.
For questions regarding inventory thresholds, reach out to our Planning Team for allocation.
Returns FAQs
Why was my Remorse Refund denied?
If a remorse refund request is denied, Billing Support may reach out regarding early termination. Please follow up with the Billing Support team for more information.
Customer followed up saying they've returned their devices. Can you check on their status?
If a customer inquires about their returned devices but the return opportunity in Salesforce is still in the Return Label Sent stage:
- Check the return label tracking listed under Tracking Number field on the return opportunity
- Confirm it has been received by Samsara. If the return was received, please allow 2 business days for our warehouse to update item receipt
- If it's been more than 2 business days, send an item receipt request through this webform or contact us through returns@samsara.com providing the following information:
- Salesforce link to the return opportunity
- Serial numbers of the devices they have returned (if applicable)
- Return label tracking number
How do I initiate an RMA request?
Initiate request through support by submitting a ticket through kb.samsara.com
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