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Should you require assistance in regards to your product return requests, please contact SYNNEX Customer Service at:

Phone: 1-800-387-9140, or locally at 416-243-9979
e-Mail: Customer Service Canada
Fax: 416-240-1901

Now you can also chat with us live! Click here.

 

eRMA System
 

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 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 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 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.

Technical Support: email
Toll Free:
877-902-1827

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 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 SYNNEX Customer Service Department for further review. Customers can track updates on an RMA with this unique number.

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/e-mail

Contact Customer Service at 1-800-387-9140 or locally at 416-243-9979, or send your requests to Customer Service Canada.



Product Return Guidelines
  • The credit for returns is based on the lesser of purchase price or current price, at the time the RMA is received in by the SYNNEX RMA Returns Centre.
  • Customers must have an RMA number (assigned by Customer Services or eRMA) before returning a product. The RMA number must be written on the return-shipping label only. Please do not write on the manufacturer's box.
  • Products must be shipped pre-paid. SYNNEX does not cover return shipping expenses unless the return is due to a SYNNEX error or defective product.
  • SYNNEX errors and authorized defective product returns can be shipped back via Purolator as "third-party billing."
  • Collect shipments will be refused.
  • The customer is responsible for filing any and all claims with the carrier they use to return RMAs to SYNNEX. All products that are damaged while in transit to SYNNEX from the customer, against an issued RMA number, will be returned to the customer.
  • RMA numbers are valid for 15 days only.
  • 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. Refused shipments by a customer must be reported to SYNNEX within 5 days.
  • Returns that require SYNNEX product management approval before an RMA is issued may take up to 48 hours for processing/approval.
  • Shipments considered "special order" are not returnable.
  • All advance swap orders must be approved by the Credit department and your account must be in good standing.
  • Re-stock fee of 15% may be applied to stock balance or open box (non-defective) returns.
  • See Return Types for specific information regarding returns.


RMA return types

DOA 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 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 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 SYNNEX Credit department approval.

Damaged Shipments

  • Shipment should be refused and 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 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 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.

Shipping Instructions

  • Authorized returns must be shipped "pre-paid" to the following location:
Guelph Warehouse: SYNNEX Canada
107 Woodlawn Road West
Dock 1
Guelph ON
N1H 1B4
   
Shipping Label Sample SYNNEX Canada Limited
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 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. 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.

Reject Policy

SYNNEX reserves the right to return any product shipment that differs from the information given on the original Return Material Authorization (RMA) request, such as:

  • Invalid RMA number
  • RMA number not visible and not on the box shipping label
  • Product condition differs from condition as authorized on RMA
  • Expired RMA number
  • Incorrect product or quantity overage
  • Serial number does not match the original vendor box
  • Felt-pen markings on the box
  • Damaged
  • Open box/double-taped

 


Customer Service Accessibility

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.