Key Changes

The impact on customers and partners will be minimal as this is primarily an internal transformation of
Rockwell Automation’s systems and processes. However, there may be some changes experienced by customers and partners in the way we do business:

  • Electronic Data Interface (EDI) Users: Our current EDI users will be connecting to a new system. There will be no additional IT or time investment required by our users other than to help us test and validate transmissions over the new system as part of our checks before going live.
  • eCom Users: The current eCom system is already built with SAP technology. As we migrate to the new SAP version, our focus will be on keeping existing functionality and a similar look & feel, while taking the opportunity where possible to enhance functionality. All customers using eCom will be informed upfront and will be provided with the appropriate training required to support the transition.
  • Channel Partners & Customers: Channel partners and customers may notice some changes to the documentation layout as a result of the new system. As ever, there will be Rockwell Automation staff available in each department to answer any questions you may have.
  • Returns policy: Our returns policy will be globally aligned. This will cause some changes to our existing EMEA Return Material Authorisation (RMA) policy which are highlighted below:
View our Returns Policy

Return type Activity Policy
General Timeline for submitting a return upon approval (RMA) Changes from 90 days to 45 days – After which, RMA will self close and the whole process will have to be initiated again. Rockwell Automation reserves the right to apply a late charge if RMA process has to be reinitiated.
Material received without an approved Return Material Authorisation (RMA) Returned materials to Rockwell Automation without an authorised return approval will be returned back to the customer with NO credit.
Unexpected condition and/or quantity of returned material Rockwell Automation's RMA process will determine amount of credit to be given based on the condition of the goods and its packaging. If no credit is given, the product will be returned to customer.
Unexpected product received on an authorised return Unexpected products received on an authorised return to Rockwell Automation will be returned back to the customer with NO credit.
Scheduled returns
(Distributors only) 		Receipt of authorised return If material is received more than 45 days after authorisation then a late return charge of €100 will be applied.
Corresponding stock order to be placed A new order to is be placed within 30 days of credit approval of Stock Cleanse.
Invoice reference for returned item Invoice referencing is no longer required. Our system will automatically choose the most favourable value to the customer based on their invoice history.
Engineered To Order and non stock items Engineered To Order and non stock items will not be authorised for return.
Return of older active series levels Rockwell Automation will accept these products back if still flagged in the SAP system as stock/saleable items.
Minimum line value Minimum line value has been reduced to €20 from €50.
Maximum threshold value The maximum return value threshold of 1% return of annual shipments has been removed.
Return -
Customer error 		Timeline for submitting a return request (RMA) Return requests due to customer error needs to be reported within 90 days of invoice.
Restocking charge Restocking charge will be 25% of the invoiced goods if Rockwell Automation agrees to a return of non-stock product. Other additional handling charges may apply depending on condition of goods.
Minimum line/order value There is no minimum order value for requesting these kind of returns.
Return -
Rockwell error 		Timeline for submitting a return request (RMA) There is no time limit for reporting and returning.
Minimum line/order value There is no minimum order value for requesting these kind of returns.
Quality return New Product Satisfaction Return (NPSR) - credit We will no longer be able to replace a NPSR with a no-charge replacement. NPSR's will be credited against List Price less any standard discount. A new order will have to be placed from the customer but the customer can use if required the original Purchase Order number.
New Product Satisfaction Return (NPSR) - time to report failure We have removed the 5 day window to report failure - unlimited timeframe.
New Product Satisfaction Return (NPSR)- return request Return requests no longer have to be within 3 months of invoice - unlimited timeframe.

For a copy of Rockwell Automation’s return policy please contact your local Customer Care agent.

  • Freight invoicing: After the implementation of SAP in Rockwell Automation the cost of freight or transport will be apportioned pro-rata over the number of deliveries made to customers.
    This will be displayed as a separate subtotal on the face of the invoice. This will ensures adequate compliance with our incoterms used on deliveries.