Create a service request
You can create a service request (return order) for Resmed products.
From the Returns Center tab, select Create Return Order.
In the Create a New Return section:
Do one of the following:
Type the product code for a product that doesn't have a serial number (for example, mask or accessory).
As you type, a list of possible matches displays beneath the field that you can select from.
Type the serial number for a product that has a serial number (for example, PAP device).
Click Next.
In the Purchase Information section, complete the following:
(Required) In the Purchase Date field, click the calendar icon and select the date when a product without a serial number was purchased.
For products with a serial number, this field is auto-populated.
(Required) From the Place of Incident list, select a place.
(Required) In the Incident Date field, click the calendar icon and select the date for when the incident occurred.
Select an option for Was there any serious adverse event while using the product?.
If you're reporting a serious incident, select Yes and see Report a serious incident. Otherwise, select No to continue.
Click Next Step.
You can click Previous Step to return to the previous page. If you return to the previous page before completing the shipping information, the information you entered is not saved.
In the Problem Information section, complete the following:
You may need to complete additional information according to your selected product type.
(Required) From the Problem Description list, select the reason for the return.
(Required) From the Category list, select the category.
(Required) From the Code list, select the code.
(Required) In the Problem Details field, type the reason for the return.
Click Next Step.
In the Warranty & PO Number section, complete the following:
(Required) For repair invoices, in the PO Number field, type the Purchase Order (PO) number.
Click Next Step.
In the Attach Documents (Optional) section:
If you have files to upload, browse for the files or drag and drop them, then click Next Step. You can add up to five attachments (JPG, JPEG, PNG or PDF). Videos are not supported.
If you don't have any files to upload, click Skip.
In the Shipping Information section, complete the following:
Select an option from the list or start typing to see possible matches.
(Required) From the Ship-to Address list, select the address to ship the service return to.
From the Bill-to Account list, select the account to bill the service return to.
(Required) From the Billing Address list, select the billing address for the service return.
To designate an alternate contact to receive the Service Return Confirmation PDF, clear the Use Default Contact Information check box and enter the following required contact information.
First Name
Last Name
Email Address
Phone Number
Click Next Step.
In the Summary section, review the information, and if it's correct, click Submit Return.
When your request is processed, the Print the Service Return Confirmation page displays. From this page, you can see the Service Return Confirmation form and your reference number (Ref#). Depending on your region, the return may be eligible for a return shipment label or have a link to request a return shipment pickup. The second page provides the return instructions and information for the product category. A copy of the Service Return Confirmation is sent to the email address associated with the return. You can also download or print a copy of the file for your records.
From this page, you can click View Returns History to see returns for the past 365 days or click Create a New Return to complete a new return order. To track the service return, go to Returns Center > Returns History (see Track service requests).