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Return a Product - Cisco.com Order Support

  1. I need to return a product for credit only. How do I do that?
  2. I have a product that's dead on arrival (DOA). How can I return it?
  3. I just received a replacement for a newly purchased product. How do I return the incorrect/damaged item?
  4. I would like to trade in a product. What procedures should I follow?
1.) I need to return a product for credit only. How do I do that?


RMA Criteria
Cisco has an "all sales are final" policy. Customers are only allowed to return products as a result of the product being defective or due to a Cisco order entry error or manufacturing error and when a Return Material Authorization (RMA) number has been issued. Please review Cisco Terms and Conditions: "All Sales are Final" policy.

  • Products must have been purchased directly from Cisco.
  • Product must be new with the factory seal unbroken.
  • Out of Policy requests are subject to acceptance by Cisco. A restocking fee may apply.
  • Products must be returned to Cisco's designated location within 30 days of receiving your Returns Material Authorization (RMA) number.
  • Failure to return product within 30 days may result in cancellation of the Return Material Authorization number.
  • Cisco will provide credit for product returned with a Return Material Authorization (RMA) number.

* If you did not purchase the product directly from Cisco Systems, please refer to your distributor or reseller’s point of contact for all information on return of Cisco products.

RMA Request Process

  1. Access the CCW Returns Tool via CCW workspace. Orders -> Returns
  2. Click on “Create New Return Request.”
  3. You can search by:
    • Sales Order Number
    • Serial number
    • Purchase order number
    • Web order ID
    • AAR number
  4. Select a Return Reason (required).
  5. Select Return Type “RMA with Credit”
  6. Select Return from Country (required).
  7. Click on the ‘Search’ button
  8. Select the line(s) you would like to return OR select “Return Entire order” from the screen displayed.
  9. In the ‘Items tab’, enter the return quantity for the line(s) you are requesting to return.
  10. Click ‘Save & Continue’ in order to submit your return request.
  11. On the 'Review and Submit' tab enter the mandatory notes detailing the reason for your request and click "Submit".
  12. An Awaiting Authorization Return (AAR) number will be generated.
  13. This AAR# is to track the request while it goes through the approval process. You may check status of your return request via CCW workspace.

RMA Return Instructions:

  1. RMA with Credit, Try and Buy, and RMA without Credit returns are not eligible for the Product Online Web Returns (POWR) tool.
    1. These RMA types must be returned at the customer's expense.
  2. Product return locations can be found on the Authorized Return Locations webpage. Note that:
    • Some countries have special return instructions related to documents for customs clearance.
    • Please click the link for the return instructions PDF under the return type, and return from country.
  3. Cisco does not provide packaging materials
    1. Customers can use any box available as long as the box complies with the Cisco packaging guidelines.

Contacts and Additional Information

RMA Request Issues

Select from the following options: Orders, New Returns, or Distributor Returns

RMA Support and Reconciliation

Select from the following options: Orders, Existing Returns, or Distributor Returns

You may also contact the Global Contact Center (GCC).

As of August 1, 2016, the Returns phone support numbers for Americas (1-888-593-0050) and Europe and Emerging regions (+31 20 485 4102) will be terminated. You can reach us by calling the Global Contact Center phone number for your respective country. Select option 2 for ordering and billing, then option 4 for product returns.

2.) I have a product that is dead on arrival (DOA). How can I return it?

DOA Criteria
  • DOA is defined as product that fails at initial power-up.
  • The DOA process is separate from any warranty programs.
  • DOAs must be claimed within 180 days from the ship date to the designated Ship-To.
  • Products must have been purchased directly from Cisco.
  • Customer must provide serial number and purchase order/sales order of purchase.
  • Credit will only be issued once product is physically returned to Cisco's designated location
  • Standard lead-time to receive replacement product is 3 to 5 business days as new product is made-to-order and are not “in-stock” items.

DOA Request Process

  1. Contact the Technical Assistance Center (TAC) to report the defective product.
  2. Once TAC has determined the product to be DOA and eligible for new product, a request for a replacement and Returns Material Authorization (RMA) will be submitted.
  3. Replacement request is received by Cisco’s Returns team. The request will be processed within 24-48 business hours.
  4. A replacement sales order will be created as well as a RMA to return the defective gear. Return the defective gear to the designated Cisco return depot within 30 days to avoid being invoiced for the replacement product. The RMA# should be included on all return packing.
  5. You may check the status of the replacement sales order via Cisco Commerce (CCW).

Contacts and Additional Information

For any further questions related to the DOA process please contact the following:

Gobal Technical Assistance Center

Replacement Order Team:

For support related to the DOA replacement order provided, please open a case with the Replacement Order Team via the Cisco Customer Service Central Portal: http://www.cisco.com/cisco/psn/web/workspace

For support related to the return of your DOA product, please open a case with the Post RMA support Team via the Cisco Customer Service Central Portal using the below options:

RMA Support and Reconciliation

Select from the following options: Orders, Existing Returns, or Distributor Returns

You may also contact the Global Contact Center (GCC).

3.) I just received a replacement for a newly purchased product. How do I return the incorrect/damaged item?
  • Your replacement order number is also the authorized RMA number. The number will begin with a “9” and contain 9 digits.
  • Please return parts within 30 days after RMA creation. The RMA due date can also be located on the Cisco CCW order status tool under the return order tab (in the upper right hand corner).
  •  The product can be returned at no charge to the customer by using Cisco's online pickup request tool (POWR)

Contacts and Additional Information
For any further questions related to a replacement return, please open a case with the Post RMA support team using the  Cisco Customer Service Central Portal.
Please note: this team only supports replacement orders related to a new Cisco sales order where product was shipped incorrectly or damaged in transit.   

RMA Support and Reconciliation
Select from the following options: Orders, Existing Returns, or Distributor Returns
You may also contact the Global Contact Center (GCC).

For questions relating to the replacement items ordered/shipped, please open a case using the Cisco Customer Service Central Portal select Orders, and then click on the type of support you need.

You may also contact the Global Contact Center (GCC).

4.) I would like to trade in a product. What procedures should I follow?

Criteria

  • You must have a CCO logon user name and password before you attempt to place a trade-in order.
  • In general, this program may not be combined with any other programs or promotions but check with your Cisco Account Manager for specific exceptions.
  • The net credit amount is to be applied against the adjusted list purchase amount after applying the customer's standard discount. Final Price = [(List Price)*(1-Cust Disc)] - Trade-in Credit
  • The purchase order for the trade-in must reflect all the Cisco products on the Credit Authorization Form.
  • Cisco may require the Program Participant's signature at any time on one or more forms to be used in connection with the Program, including Purchase Orders, Credit Authorization Forms, and Proof of Destruction certificates.
  • Items traded in must be returned to a Cisco designated location within 180 days after shipment of the last product on the trade-in sales order.
  • Failure to return equipment will result an invoice for the full amount of Credits assigned to the unreturned Trade-in Products.
  • This offer cannot and will not be retroactively applied to purchase orders previously submitted and accepted by Cisco systems.
  • The customer or partner must certify that the equipment being returned to Cisco Systems for a trade-in credit is owned solely by the end customer and is not leased from or owned partially or fully by any other party.
  • Cisco Systems, Inc. reserves the right to add, modify, change, improve or discontinue this program and associated products without notice. All products are subject to availability and all prices are subject to change without notice.

Step-by-step Process

Placing the Trade-In Order
  1. Contact your Cisco Account Manager or Channel Account Manager to obtain a quotation for the trade-in credit amount. The CTMP calculator is not accessible by partners or customers.
  2. When you create the order, in the field 'order type', select Trade-in Order. When you have filled out the information on this page click “continue”.
  3. You will then come to the Main Order Form. Select “Header Details” to add the CTMP information. Under “Provide program information” select “Cisco Technology Migration Plan” from the dropdown list.
  4. Enter the CTMP Quote number in the “CTMP Quote #” field.
  5. Select who the trade-in RMA contact person will be for the order. If the person is not listed, fill out the form for the contact person’s information to be added.
  6. Select “Main Order Form” to configure the trade-in order you are placing.
  7. All other aspects of placing your order are the same as placing a standard order.
  8. All Trade-In equipment must be returned to Cisco Systems no later than 180 days after shipment of the last product on the trade-in sales order. Failure to return the equipment will result in an invoice being issued for the full amount of the Trade-In Credit.


Returning Your Trade-In RMA
Products must be returned to Cisco within 180 days after shipment of the last product on the trade-in sales order. Please click here to fill in your RMA information and request pickup of your trade-in equipment by Cisco’s free freight service. Please note that this URL is only to be used for Trade-In RMAs. For complete return instructions and theater guidelines, please go to http://www.cisco.com/web/partners/pr11/incentive/tmp/return_instructions.html.

Requesting an Extension on a Trade in RMA
To request an extension to return your trade-in equipment, the Cisco Account Manager must follow the instructions on this page . The Asset Recovery team will inform you if your request has been granted.

Certificates of Destruction (Trade-Ins)

Procedure for Approval for Destruction of Trade-In Equipment:
Terms and conditions of the Technology Migration Program (TMP) require that customers return trade-in equipment to Cisco within 180-days of the last item shipping on their new product order.

In general, Certificates of Destruction are not allowed. Case by case exceptions will be considered if the customer / return situation make it impossible or impractical to return product to Cisco. Justifications will only be considered based on the following criteria:

  1. Tax / Export laws 
  2. Government equipment 
  3. Customs clearance issues
  4. Local Accounting rules
  5. Financial institution equipment 

The Customer MUST have approval from Cisco prior to destroying the equipment.
**Note: COD approval should be obtained before submitting TMP order to Cisco**

Certificate of Destruction Approval Process:

Please direct your Cisco Account Manager to the following site for more details on the process for requesting approval for a Certificate of Destruction (this is a Cisco-internal site / not accessible by non-Cisco employees):

http://wwwin.cisco.com/wwchannels/programs/tmp/certificate.shtml

Contacts and Additional Information

For support related to the return of your trade in (TMP) product, please contact our Post RMA Support team using the Cisco Customer Service Central Portal.

RMA Support and Reconciliation

Select from the following options: Orders, Existing Returns, or Distributor Returns

You may also contact the Global Contact Center (GCC).

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