When this feature is enabled, employees can choose to return their device at the end of the renewal period. This return option will appear on the device page as the renewal date approaches:
- The return option is shown 30 days before renewal.
🧠In this guide:
- Step 1: Employee initiates the return
- Step 2: The new device is delivered
- Step 3: Mark the new device as received
- Step 4: Return the old device
- Step 5: Confirm the return
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Step 6: Mark the device as released
Step 1: Employee initiates the return
When the employee clicks Return device, the device status is updated to Active – pending return.
At this point:
- The employee is directed to the store to request a new device.
- The current device remains in use until the new one arrives.
Step 2: The new device is delivered
Once the new device is shipped and delivered:
- The user receives an email notification confirming that the device is ready for pickup.
📦 Note: The delivery flow may vary depending on your company’s settings and the delivery address.
Step 3: Mark the new device as received
After receiving the new device, it must be marked as received — either by the employee or an admin, depending on your company setting.
To do this:
- Go to the new device's page.
- Click Mark as received.
Once marked:
- The device status of the old device is updated to Active – to return.
- An email is sent to the user prompting them to return the old device.
Step 4: Return the old device
Before returning the old device:
- The new device should be set up and ready to use.
- Data should be transferred and restored from the old device.
The employee should follow your company’s return process — for example, returning the device to their manager, IT, or another designated person.
Step 5: Confirm the return
Once the device is physically returned:
- Only an admin can update the status.
- Go to the old device’s page and click Confirm return.
This action confirms that the device has been returned and updates its internal status.
Step 6: Mark the device as released
After confirming the return:
- The option Mark as released will appear on the device page.
To release the device:
- Only an admin can perform this step.
- Click Release device.
- A pop-up will remind you to follow your company’s protocol for unused devices (e.g., removing it from MDM).
- Click Release device again.
Once completed:
- The device is moved to the Returned Devices space that is automatically created through this process. If return to company is set, if it is a return via an external party, the device will be updated to removed and archived.