Building Loyalty by Taking Care
of Our Customers

SYNNEX’ Customer Care after-sale support team recognizes the importance of providing timely, responsive services to Return Merchandise Authorizations (RMAs) and RMA discrepancies, order inquiries, including outbound shipments, and claim processing. We continuously strive to provide world-class customer support, and address all of our customer requests as opportunities to improve and raise the quality of our services because repeat business depends on your satisfaction.

Contact

The Customer Care team can be contacted by email, phone, or live chat:

Live Chat
Phone: 1-800-756-1888
Email: cshelp@synnex.com
Fax: 510-360-6801

Electronic RMA

Avoid the wait – if you are returning factory-sealed products only, you can opt for our easy-to-use eRMA automated system to process and manage your RMA requests. Click here to access the eRMA tool.

Return Merchandise Authorization (RMA)

There are multiple options to request an RMA:

Email

cshelp@synnex.com

Phone

1-800-576-1888

Online

An online RMA tool for ECExpress users

RMA Return Types

DOA/Defective Credit

  • Product must be returned in the original packaging.
  • Please ensure that all original components are shipped with the defective item (includes manuals, software, cables, etc.).
  • 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. ).
  • Please follow the return shipping instruction provided with your RMA.

Advance Swap

  • SYNNEX cross-ships a replacement product to you before it receives the product you are returning.
  • Advance Swaps are subject to SYNNEX credit department approval.
  • Replacement shipment will be billed when shipped and credit issued once the return is received for credit.
  • Please follow the return shipping instruction provided with your RMA.

Damaged Shipments

  • Shipment should be refused and SYNNEX Customer Service contacted within 48 hours of the refusal.
  • All damages must be reported within 48 hours of receipt of product for all courier shipments.
  • Shipment damages must be refused or damage noted on the POD for credit.
  • Please follow the return shipping instruction provided with your RMA.

Kit Returns

  • For all kits, parts, and assemblies, all components must be returned complete to be eligible for credit.
  • Please follow the return-shipping instruction provided with your RMA.

Stock Balance

  • Product must be in its original manufacturer box and factory sealed.
  • Product must be in resalable condition.
  • Products must be shipped pre-paid for credit.
  • Please follow the return-shipping instruction provided with your RMA.

SYNNEX Errors

  • Ensure that the product is in the original manufacturer’s box and that all components are present, unless otherwise authorized.
  • Please follow the return-shipping instruction provided with your RMA.

Manufacturer 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 manufacturer RMA number from the manufacturer, the customer then contacts 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 manufacturer for credit.
  • Please follow the return-shipping instruction provided with your RMA.

Product Return Guidelines

DOA/Defective Credit

  • Product must be returned in the original packaging.
  • Please ensure that all original components are shipped with the defective item (includes manuals, software, cables, etc.).
  • 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. ).
  • Please follow the return shipping instruction provided with your RMA.

Advance Swap

  • SYNNEX cross-ships a replacement product to you before it receives the product you are returning.
  • Advance Swaps are subject to SYNNEX credit department approval.
  • Replacement shipment will be billed when shipped and credit issued once the return is received for credit.
  • Please follow the return shipping instruction provided with your RMA.

Damaged Shipments

  • Shipment should be refused and SYNNEX Customer Service contacted within 48 hours of the refusal.
  • All damages must be reported within 48 hours of receipt of product for all courier shipments.
  • Shipment damages must be refused or damage noted on the POD for credit.
  • Please follow the return shipping instruction provided with your RMA.

Kit Returns

  • For all kits, parts, and assemblies, all components must be returned complete to be eligible for credit.
  • Please follow the return-shipping instruction provided with your RMA.

Stock Balance

  • Product must be in its original manufacturer box and factory sealed.
  • Product must be in resalable condition.
  • Products must be shipped pre-paid for credit.
  • Please follow the return-shipping instruction provided with your RMA.

SYNNEX Errors

  • Ensure that the product is in the original manufacturer’s box and that all components are present, unless otherwise authorized.
  • Please follow the return-shipping instruction provided with your RMA.

Manufacturer 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 manufacturer RMA number from the manufacturer, the customer then contacts 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 manufacturer for credit.
  • Please follow the return-shipping instruction provided with your RMA.

Return Shipping Instructions

  • Please follow shipping instructions provided with your valid RMA.
  • Shipments without an RMA number may be refused and/or returned at the customer’s expense.
  • Authorized returns must be shipped “pre-paid” unless otherwise noted.
  • It is recommended that the customer declare value on return shipments since the customer is 100% responsible for the product while in transit to SYNNEX.
  • Package products carefully to avoid damage.
  • Do not write anywhere on the box except on the shipping label.

Shipping Label Sample

SYNNEX RMA Dept.
Dock # 22
6551 W. Schulte Rd., Suite 100
Tracy, CA 95377
ATTN: RMA # _____________

Return Refusal and Discrepancy Policy

SYNNEX reserves the right to return to a customer, at the customer’s expense, any customer return that differs from the information given on the original Return Material Authorization (RMA) request, such as:

  • Shipments without an RMA number may be refused and/or returned at the customer’s expense.
  • RMA number not visible and not on the box shipping label.
  • Product returned differs from that requested and authorized.
  • Unauthorized return (no RMA number was issued).
  • Serial number of product(s) returned were not purchased from SYNNEX.
  • Box or product damage.
  • Invalid RMA number.
  • RMA condition code given by customer differs from actual product condition.
  • Expired RMA number.
  • Incorrect product or quantity overage.
  • Felt-pen markings on the box.
  • Special orders for customers are not returnable.
  • Open box/double-taped.

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