[asterisk-biz] RMA - Who should pay for the shipping?

[Mike Fedyk]

Hi,

Let me preface this with a note that I am new to the reseller business, 
so I am not familiar with established norms, hence this message (and why 
I am leaving out the name of the vendor).

I setup a reseller account with a vendor (and passed on the savings to 
the client) and ordered 9 spa-841 phones for a client and one of them 
didn't work properly (two numbers registered when one key was pressed).

Now I need to RMA the phone.  The vendor says they will pay for shipping 
of another phone to me, but not for the shipping of the phone to them.  
This did not seem unreasonable to me, but my client is complaining they 
have to pay for any shipping at all.  And they want to talk to the 
vendor, which I don't feel comfortable doing since I am in a reseller 
relationship with them.

So what should I do?  Try to get the vendor to pay for shipping both 
ways for a phone that didn't work or realize I have a cheap client, eat 
the cost of shipping and bill them for the time?

Thanks in advance for any advice.

Mike