TD SYNNEX’ customer service after-sale support team recognizes the importance of providing timely, responsive services to Return Merchandise Authorization (RMAs) and RMA discrepancies, order inquiries, including outbound shipments and claim processing. We continuously strive to provide world-class customer support and address all our customer requests as opportunities to improve and raise the quality of our services because repeat business depends on your satisfaction.
LIVE CHAT
Telephone: 1-833-687-2511
Local: 416-243-9979
Email: cshelpca@synnex.com
Fax: 416-240-1901
Electronic Return Merchandise Authorization (eRMA):
The eRMA system is an automated method for processing Return Merchandise Authorizations. Return Merchandise Authorization requests entered on-line via the eRMA system will be processed automatically and approved, if they are within the TD SYNNEX return guidelines.
For requests that fall outside of the Customer Service Return Guidelines, a unique "case number" will be assigned and forwarded to the TD SYNNEX Customer Service Department for further review. Customers can track updates on an RMA with this unique number.
Return Merchandise Authorization (RMA):
Option 1 - eRMA (electronic RMA system)
eRMA system is located in the ECExpress portion of the TD SYNNEX Web site. A login and password are required to access ECExpress
If you are a new user to ECExpress, please contact your local ECExpress Administrator for assistance. If you are experiencing technical difficulties, please contact:
Technical Support
Email: techsupport@synnex.com
Telephone: 877-902-1827
Your request will be processed within 2 business days. You will be contacted, with a response to your request by a Customer Service Associate via e-mail or by phone.
Option 2 - RMA Form
Please fill out the form and fax it to 416-240-1901.
Option 3 - Phone/Email
Contact Customer Service at 1-833-687-2511 or locally at 416-243-9979, or send your requests to Customer Service Canada:
Email: cshelpca@synnex.com
Product Return Guidelines:
DOA Defective Credit (DOA):
Please ensure that all original components are shipped with the defective item (includes manuals, software, cables, etc.) and in the original packaging.
Please remove all add-ins (not originally sold with the product), as these items will not be returned to you (i.e., memory, sound cards, modems, etc.)
Product can be shipped back to TD SYNNEX as "third-party billing."
Stock Balance (STB):
Product must be in its original manufacturer box and factory sealed.
Products must be shipped pre-paid.
SYNNEX Errors:
Product can be shipped back to TD SYNNEX as "third-party billing."
Ensure that the product is in the original manufacturer's box and that all components are present, unless otherwise authorized.
Advance Swap:
SYNNEX cross-ships a replacement product to you before it receives the product you are returning. Advance Swaps are subject to TD SYNNEX Credit department approval.
Damaged Shipments:
Shipment should be refused and TD SYNNEX Customer Service contacted within 5 days of the refusal.
All damages must be reported within 48 hours of receipt of product. Customer must notify carrier for inspection and contact TD SYNNEX Customer Service for an RMA number.
Vendor Exception Returns:
SYNNEX will make exceptions for returns that are out of policy, provided that the manufacturer has authorized return of the product.
Once the customer has an authorized case number or vendor RMA number from the manufacturer, the customer then contacts TD SYNNEX Customer Service for an RMA. Customer Service will then issue an RMA and the customer will receive credit in the amount we receive from the vendor.
Authorized returns must be shipped "pre-paid" to the following location:
Guelph Warehouse:
107 Woodlawn Road West
Dock 1
Guelph ON, N1H 1B4
Shipping Label Sample:
Attention: RMA Receiving Dept.
107 Woodlawn Road West
Dock 1
Guelph ON, N1H 1B4
RMA #: 504xxxx
No. of Boxes: 1 of 3
For collect shipments or unauthorized Returns, the customer is responsible for all freight expenses and for filing all claims with the carrier.
Products must be shipped pre-paid.
Authorized TD SYNNEX errors and defective product returns can be shipped back via Purolator as "third-party billing." The customer must contact Purolator and request a "third-party billing" shipment via ground. TD SYNNEX will not pay for freight shipments. If you experience any problems, please advise the Purolator representative to contact their head office for authorization.
Customers must write the RMA number on the shipping label and on the courier waybill only. Do not write on the manufacturer's box.Shipments without an RMA number will be refused.
The Accessibility for Ontarians with Disabilities Act, 2005 was enacted with the objective of improving accessibility for all Ontarians. To achieve this end, we are focused on creating accessibility standards in five key areas: customer service, employment, information and communications, built environment and transportation. This policy covers the first key component – customer service.