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Repair Portal Benefits and Features
Repair Order Portal Features
Check Your Repair Status Within the Repair Order Portal
Once a repair order has been submitted, progress can be tracked on the Repair Order Portal. Users can search to locate a repair order or series of repair orders.
To view the status of a repair:
- Log into the Repair Order Portal (repair.zebra.com) and select the Order Status tab
- Search your repair order(s)
- Click on the Order Number to view status information
- Click on the Outbound Tracking Number for in-transit status
For many Zebra repair customers, the most convenient option for obtaining repair status is subscribing to receive repair status or reminder email notifications automatically. Users may subscribe to both repair status and reminder notifications or choose to receive only one type of notification.
Notification Types:
Repair Status
- Device is received
- Repaired device is shipped
- Repair is on-hold awaiting parts
Reminders
- Payment not yet received for a per-incident repair
- Expected faulty device has not been received (Advance Exchange)
Save time by adding multiple products to a repair order at once. Our bulk load template supports 18 languages and reduces manual data entry.
How it works:
- Get the template from the Portal's Add Products screen and download it regularly for updated versions.
- Fill in the Serial Number and choose the Problem Type from drop-down. Customer Reference and Problem Description fields are optional.
- Generate a CSV file by reviewing your data and saving it in the .csv format.
- Upload the .csv file and await a notification when the validation process is finished.
- Fix errors by checking the Resources section on the right for more information.
- Submit your order.
A new process for per-incident (billable) repairs. This time-saving process applies only to repairing Zebra devices not covered by an active Zebra OneCare Support Service contract or Zebra hardware warranty. The new process provides customers with faster repair quotations (usually instantaneous when submitted via the Repair Order Portal). It avoids unnecessary packaging and shipping of devices that customers do not approve for repair.
New Per Incident (Billable) Repair Process
1. At the time of RMA request (using either Zebra’s Repair Order Portal* or the Zebra Repair Request Form):
- Indicate the reason for repair using Zebra’s problem categories and codes.
- Zebra will provide an immediate repair quotation based on your problem diagnosis.
- Submit a purchase order at the time of repair authorization if you accept the repair cost and wish to proceed with device repair. (Zebra will then send you a repair authorization email, including shipping instructions and a shipping label.
2. Send your device to the Zebra Repair Center using the shipping instructions and label information provided.
3. Zebra Repair Technicians will then diagnose the fault with your device.
- If the required repair will be more (or less) extensive the problem you identified, a new repair quotation will be issued for your approval.
You have 30 days to accept a revised repair quotation, or the device will be returned to you unrepaired and you will be invoiced for a diagnostic fee. - If their diagnosis is consistent with the problem you identified, the device will be repaired and returned to you, and you will be invoiced for the amount of your submitted purchase order. Cash in advance customers (those who do not have payment terms established with Zebra) will be required to provide payment before the device is returned to you. Zebra’s Per Incident Repair Service is performed by factory trained and authorized technicians, utilizing Zebra certified parts and test fixtures required to complete expert level repair services.
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Repair Portal Release Notes
The following enhancements and fixes, as well as other minor improvements, are included in our most recent releases. We continuously improve the usefulness and usability of the Portal, so if you have identified an additional issue or improvement suggestion, please do bring these to our attention by contacting your Zebra representative or the Repair Support Team using the Contact Support information for your location.
2025 Repair Portal Releases
October 12th Release
1. Migration of FedEx Integrations API from SOAP to REST
2. Fixed issue with export not working from Custom Search- Ship Address Postal Code in Repair Status
September 14th Release
1. Resolved issue with FedEx Express Pickup Scheduling
2. Fixed an error when choosing Billing Address for payments using PO
3. Performance Improvement to Add Cart page
August 10th Release
1. Improved bulk repair logic so only disputed jobs go hold, not all bulk jobs
2. Applied performance improvements to Add to Cart / Payment Details / Submission pages.
3. Resolved intermittent issue regarding shipping manifest not being generated.
4. Various bug fixes.
July 13th Release
1. Add links to TAT information on Order confirmation page.
2. Added access control functionality for repair viewing.
June 15th Release
1. Radio Data tool improvements: Ability to reorder columns, search performance, added tool tip message for N/A values, added Need Help button.
2. Addressed security improvements.
3. Eliminated some unnecessary pop-up messages from Add Products page and PO Payment page.
May 18th Release
1. Siebel CRM Upgrade from 23.7 to 24.8 for improved performance and ensuring compatibility.
2. Implemented Brazil specific logic to auto-select line items based on collection entitlement, streamlining user experience.
3. Mitigated Cross-Site Scripting (XSS) vulnerabilities in JavaScript code to enhance application security.
4. Redesigned and upgraded integration architecture to enable migration from FedEx SOAP to REST APIs, improving performance and maintainability.
April 13th Release
1. Created a new feature to allow portal users to search by serial number and view information about their Radio Data, such as IMEI1, IMEI2, EID1, EID2, Bluetooth and WiFI.
2. Corrected an intermittent issue where user would enter credit card information, and it was getting passed to the system for payment.
3. Improved portal so that it will auto select “Schedule Collection” box for Brazil customers.
Mar 16th Release
1. Corrected an issue where when a problem detail was changed and then cancelled, the price related to the changed value remained, instead of reverting back to the original price.
2. Corrected an issue where the popup for address selection remained showing after the value was selected and defaulted to the first address value listed instead of the selected value.
3. Corrected an issue with the ship/bill postal code search failing.
4. Corrected an issue where a popup error message was appearing when a user tried to enter a PO# for a billable order.
Feb 18th Release
1. Correct an issue with character limits when creating shipping/billing addresses.
2. Resolved Status page export issue.
Jan 19th Release
1. Addition of Proof of Delivery fields (Delivery Status and Delivery Date) on Repair Status Page and Repair Order Detail page.
2. Created Survey Popup to increase portal feedback.
3. Update check entitlement feature for eContracts to include future contract coverage.
4. Implemented an enhancement to cancel incomplete cart jobs.
5. Resolved Quote validation issues.
6. Expanded view of fault details for multi-fault repairs.
How can the Repair Order Portal assist with your repair?
Quick Links
