Skip to main content

Resmed Online Store Help

Report a serious incident

  1. From the Returns Center tab, select Create Return Order.

  2. In the Create a New Return section:

    1. Type the product number or name. As you type, a list of possible matches displays beneath the field that you can select from.

    2. If applicable, enter the product serial number.

    3. Click Next.

  3. In the Purchase Information section, complete the following:

    1. (Required) In the Purchase Date field, click the calendar icon and select the date for when the item was purchased.

    2. (Required) From Place of Incident list, select the type of incident.

    3. (Required) In the Incident Date field, click the calendar icon and select the date for when the incident occurred.

    4. For the Was there any serious adverse event while using the product? option, select Yes.

    5. Click Next Step.

  4. (RequiredIn the Problem Description section, complete the following:

    1. (Required) From the Please specify the adverse event list, select the incident that occurred.

    2. From the Problem Description list, select the problem.

    3. From the Category list, select the category.

    4. In the Please provide any additional information about the adverse event. field, type the details for the problem.

  5. Click Next Step.

  6. In the Warranty & PO Number section, click Next Step..

    For serious incidents, you don't need to complete any warranty information.

  7. In the Attach Documents (Optional) section:

    1. If you have files to upload, browse for the files or drag and drop to attach, then click Next step. You can add up to five attachments (JPG, JPEG, PNG or PDF). Videos are not supported.

    2. If you don't have any files to upload, click Skip.

  8. In the Shipping Information section, complete the following:

    1. Select the Ship-to Address, Bill-to Account and Billing Address (Required) or type the account name or address to receive possible matches below the field.

    2. To designate an alternate contact to receive the Service Return Confirmation PDF, clear the Use Default Contact Information check box and enter the person's contact information.

    3. Click Next Step.

  9. In the Summary section, review the information to ensure everything is correct.

    1. Click Edit to make changes.

    2. Click Remove to delete information.

  10. Click Submit Return.

    You receive an email with the information you provided for the incident report. A Resmed customer service representative will email you the Causality Assessment of Patient Experience (CAPE) questionnaire for details about the incident. Resmed may contact you again if they require more details.

In this section: