What qualifies as functional RMA?
A verified functional defect that is inconsistent with the approved quote, grade baseline, and inspection terms within the agreed claim window.
After-sales
DOA & Warranty Baseline for B2B iPhone Orders
A concise operational summary for wholesale buyers validating low-RMA supply, claim evidence, and credit or replacement handling before scaling.
By the RefurbMarket sourcing desk · Published · Updated
Functional RMA framework
The claim scope is defined before payment approval.
We target less than 2% functional RMA within 30 days for covered issues. The target is measured on verified functional defects after delivery as covered functional RMA units divided by delivered units in the accepted batch.
Cosmetic variance inside the approved grade band is not treated as functional RMA. Claim assessment is handled at SKU level with serial/IMEI traceability and documented defect evidence.
Claim rules at a glance
Covered issue, window, evidence, and resolution in one table.
| Covered scope | Verified functional defects that are inconsistent with the approved quote, grade baseline, and inspection terms. |
| Standard window | Functional RMA target window is 30 days after delivery unless the accepted PI or contract states a different inspection period. |
| Rate calculation | The low-RMA target is calculated as covered functional RMA units divided by delivered units in the accepted batch. |
| Excluded cases | Buyer misuse, impact damage, liquid damage, unauthorized repair, missing claim evidence, and cosmetic variance inside the agreed grade band. |
| Required evidence | Order reference, SKU, IMEI or serial, clear failure description, and photo or video proof that allows the issue to be validated. |
| Initial response target | Complete evidence receives an initial review target within 2 business days, then the case is validated against PI terms and batch records. |
| Resolution options | Replacement unit, account credit, or negotiated commercial adjustment, depending on severity, evidence quality, and stock availability. |
Covered claim process
How a covered claim moves.
- 01
Buyer submits order reference, SKU, IMEI or serial, and evidence.
- 02
Complete evidence receives an initial review target within 2 business days.
- 03
Operations checks the claim against PI terms, grade scope, and inspection window.
- 04
Covered cases are approved for replacement, account credit, or adjustment.
- 05
Repeat-buyer patterns are tracked by batch to protect future low-RMA supply.
Buyer Q&A
Common after-sales questions.
What evidence is required?
Order reference, device ID (IMEI/serial), issue description, and video/photo proof are required for case validation.
How are approved claims resolved?
Complete evidence receives an initial review target within 2 business days. Resolution may be replacement, credit note, or negotiated adjustment depending on batch context and stock availability.
Can cosmetic complaints be submitted as DOA?
Cosmetic issues are handled by agreed grade interpretation; DOA is focused on functional failure under claim terms.