Return a Device Ordered in eTRAC

Note: Devices ordered in eTRAC were processed through our previous system and cannot be returned through the Shopify portal. Please use the Support Form and indicate you are returning a device so our team can assist you. We may need the following information depending on your request: Order Number, Device IMEI Number, and your agency STX Number.

Note: If your device is lost, not working, or needs technical troubleshooting please outreach our Technical Customer Care (TCC) team at 855-805-3505. Do NOT submit an online request for device issues.

  1. Access Shopify by navigating to: hha-ohio.myshopify.com.

  2. Enter in your email address to sign-in (No password will be needed, and no account must be created to begin, just enter your email address).
    Screenshot of where to enter your email address to log in to Shopify

  3. Enter in the six-digit verification code sent to the email entered in the previous step.
    Screenshot of where to enter your six-digit verification code in Shopify

  4. On the Home screen, scroll down and select Support Form under the Return a Device ordered in eTRAC box.

    Screenshot of the Support Form button in shopify

  5. Select the option that best fits your need.

    Screenshot of the selection options on the Support Form

  6. Fill out each field with the appropriate information and select Send Message.

    Screenshot of the Send Message button in Shopify

  7. Once your message has been sent you will receive a green confirmation bar.

    Screenshot of the green confirmation bar in Shopify

  8. Support will outreach you to complete your return.