Customer Service

Going Beyond The Sale With Services And Support That Help Your Customers Grow

SYNNEX’ customer service 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 service team can be contacted by email, phone, or live chat:

Live Chat
Phone: 1-800-756-7888
Email: cshelp@synnex.com
Fax: 1-864-289-4081

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:

Phone

1-800-576-7888

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.
  • The credit for returns is based on the current price of returned product at the time the RMA is physically received by the SYNNEX RMA Returns Center. The only exceptions are for returns due to SYNNEX errors or freight damages and losses, which receive the original invoice price. These credits are again applied upon receipt of product in the SYNNEX RMA Returns Center.
  • Customers must have a valid RMA number (assigned by Customer Service) before returning any products and the RMA number must be written on the return shipping label only.
  • The customer is responsible for filing all claims with the carrier they use to return RMAs to SYNNEX. It is recommended that the customer insure the product being returned to SYNNEX (for full value) in order to avoid any potential exposure if product is lost or damaged while in transit back to SYNNEX. All products that are damaged while in transit to SYNNEX from the customer against an approved RMA number will be refused/rejected back to the customer.
  • Products must be shipped prepaid. SYNNEX does not cover return shipping expenses unless return is due to a SYNNEX error such as over shipment, misshipment, or sales error.
  • For standard SYNNEX RMAs, the customer has 30 days from the date issued to return the product to SYNNEX.
  • For short-ship, misship, and overship due to SYNNEX warehouse error, the customer has 15 days from ship date to notify SYNNEX.
  • Shipment damages must be refused or damage noted on the POD and must be reported within 48 hours of delivery.
  • If a customer refuses a shipment from a SYNNEX warehouse, credit will be issued at the time the refused product is received back at the SYNNEX shipping warehouse. These shipments can be assessed a shipping fee and/or a processing fee.
  • The customer must notify SYNNEX when a manufacturer drop-ship shipment has been refused. Credit will be issued once the shipment has been verified as received back to the manufacturer.
  • Returns that require SYNNEX product management approval before an RMA is issued may take up to 48 hours for processing/approval.
  • Special orders for customers are not returnable.
  • Restock fees of 10% or greater may be applied to stock balance, open box (non-defective) returns, or as required by manufacturer. If a restock fee applies to a return request, the SYNNEX Customer Service representative will notify the customer of the exact amount of restock fee at the time RMA is requested.
  • 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 # N2-N5
5559 Auto Mall Parkway
Fremont, CA 94538
RMA: # _____________

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.