PRODUCT RETURNS

SYNNEX's Customer Service can answer your questions about product returns. See the information on this page -- and for further assistance, call us at (800) 756-1888, Monday through Friday.

Customer Service Contacts
ComputerLand Customers (call or fax):

East Coast: 8:30 AM - 8:30 PM EST Phone: (800) 756-1888 Fax: (864) 289-4081

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Table of Contents

Product Return Guidelines	Vendor Matrix
How to Get Authorization	Reject Policy
How to Complete the RMA Form	RMA Fax/Online Forms
Shipping Instructions

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Product Return Guidelines

• The credit for returns is based on current price at point of RMA entry. Exception: SYNNEX errors, freight damages and losses receive the original invoice price. These credits are given upon receipt of product in our RMA Warehouse.

• Customers must have an RMA number (assigned by Customer Services) before returning the product. See How to Get Authorization.

• When an RMA number is assigned, the time limit you have to return the product to SYNNEX is 30 days (as listed in the Vendor Matrix).

• Refer to the Vendor Matrix for Vendor Return Guidelines before you completing the RMA form.

• Notification of Shipping Discrepancies: SYNNEX/Customer Service must be notified of shipping discrepancies (for example, misship, mislabel, overship or short ship) no later than 14 days from the invoice/ship date. Requests received after two weeks will not be accepted.

• Write the RMA number on the shipping label. Please do not write anything on the box.

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.How to Get Authorization

• Call or fax Customer Services

• Fax the completed RMA form. to Customer Services. Be sure to fill in the RMA Return Type, Reason Type and Condition Code.

• Request the RMA number online. Allow at least one day for Customer Services to process the request

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How to Complete the RMA Form

Missing information will delay the authorization for the product return. Please be sure to fill in all required spaces on the form. It is extremely important that you complete the RMA Return Type (RT), Reason for Return (RC) and Condition Codes (CC) information. See the information below for explanations.

RMA Return Type (RT)

The return type code must be written in the RT column on the RMA form.

RMA RETURN TYPE (RT)	EXPLANATION
DOA Exchange (D)	A DOA Exchange product must be returned to SYNNEX within the time period indicated by the Vendor Matrix. SYNNEX must receive the DOA product prior to the exchange of the replacement product. On the RMA form, describe the problem in the Customer Comments/Notes section.
Advance Swap (A)	Advance swaps are subject to SYNNEX's Credit Department's approval. If approved, SYNNEX cross-ships a replacement product to you before it receives the product you are returning. Advance swaps require that you return the defective / mis-shipped product within 10 days.
Return for Credit (C)	Authorization to return products for credit. Products must be returned within the time frame listed in the vendor matrix.
Warranty Repair/MITAC (W)	MiTAC-related products; subject to product specific warranty time period.
Non-Warranty Repair/MiTAC (O)	MiTAC-related products that fall outside of the product specific warranty time period. The customer pays the repair and shipping costs (both ways).

Reason Code (RC)

A reason code must be entered under the RC column on the RMA form.

Cond. Code	Description
1	Defective Product
2	Sales Order Entry Error
3	Wrong Product Shipped
4	Over/ Under Shipment
5	Incompatible/ Customer SAT
6	Stock Rotation/Balance
7	Product Damaged or Lost
8	Customer Sales Order Error
9	Other (provide an explanation on the RMA form)

Condition Code (CC)

A condition code that describes the product condition must be entered under the CC column on the RMA form.

Condition Code	Description
A	Unopened box = New/Complete
B	Unopened box = Damaged packaging
C	Box opened = New/Complete
D	Box opened = Missing parts (explanation required)
E	Box or packaging missing
F	Box or packaging missing = All components included
G	Box or packaging missing = Missing components (explanation required)

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Shipping Instructions

• You must write the RMA number on the shipping label. The RMA Receiving Department cannot process a return without this number.
• Products must be shipped prepaid
• Do not write anywhere on the box except on the shipping label.

(See the sample shipping label below.)

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Reject Policy

SYNNEX reserves the right to return any product shipment that does not match the information given on the original Return Material Authorization (RMA) request.

Reasons shipments are rejected:

• Invalid RMA number
• RMA # not visible and not on the box shipping label
• RMA condition code does not match the product condition
• Expired RMA number
• Unauthorized return ( no RMA # was issued)
• Serial number does not match the original vendor box
• Felt pen markings on the box
• Damaged
• Open box/Double-taped

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Last Updated: June 20, 2000