Samsung Business Order Help Center


Get answers to frequently asked questions about buying direct for your business.

Returns and Refunds:

Samsung.com/us/business/ will accept return requests for purchases within the first 15 days of delivery. Click here to log in to My Orders page and initiate a return. If your order is eligible for return within our policy timeline, a return button will be available next to your item.

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Once an RMA has been issued, you have 15 days to return the items to ensure your refund is processed in a timely manner.

All merchandise returned to Samsung must be in the original packaging with all original items (such as manuals, remotes, cables, etc.) accompanying the merchandise. If the original packaging is not available, pack your item securely using a replacement box and proper packaging to ensure the device is well protected. The return address will vary based on product but will be included in the return label.

Exceptions to Return Policy
• If you wish to return a partial quantity of an item, you will not be able to update the return quantity through the My Business Orders page. Instead, please call Samsung Customer Service at 888-312-2070 to initiate the return.
• If you wish to return a product that came with a free promotional item, such as a free memory card with a phone, all items must be returned together to get a full refund. If you wish to keep the promotional item you will be refunded the cost of the product minus the full value of the promotional item.


Samsung.com/us/business/ will accept return requests for purchases within the first 15 days of delivery. Click here to log in to My Business Orders page and initiate a return. If your order is eligible for return within our policy timeline, a return button will be available next to your item below the Track your order button.

return image

After initiating your return, be sure to follow the instructions to ship your return back to Samsung. You will receive a notification to your e-mail address once we have confirmed receipt of your return. An additional e-mail will be sent once the return has been completed and a refund is sent to your original payment method.


From the time the return is shipped, it can take up to 7-10 business days for the refund to be sent to your original payment method. Please contact your bank or payment service provider to know when the refund will post to your account.

An e-mail will be sent to you once the return has been completed and a refund is sent to your original payment method.


We do our best to ensure that the product we send you is in new condition. If you receive a damaged item and are within the return period, please set up a return by logging in to My Orders and select the damage type under return reason. Click here to log in to your My Orders page and initiate a return.

If you are within 1 year of purchase, Click here for further support from our Warranty Support team.



AppStack:

AppStack is Samsung’s business software marketplace for business owners, managers, and IT professionals. We help you find, subscribe to, and manage cloud apps for use on Samsung and third-party devices. AppStack gives your team easy access to the software you need to grow, whether you run a startup or an established company. Please review the Samsung AppStack Terms and Conditions for complete details.


Yes, AppStack cloud-based apps require an internet connection to access the service. Offline storage of information is available for many cloud apps to allow your team to work offline and update later when they have network access. Please review the capabilities of each app to ensure it provides the offline features your team needs.


Yes, AppStack can help you save with several discount options. We provide discounts on subscriptions to one or more cloud apps, as well as an additional discount for app subscriptions when your purchase Samsung devices. Discounts apply only during the first year of app service and are available with both monthly and annual subscription plans.


If you cancel an app before the end of the term of a monthly or annual plan, with or without a discount, we will not auto-renew your subscription. You will have access to your app to the end of your currently paid term. There are no refunds for early cancellation.


Some AppStack discounts are tied to a Samsung device purchase and, if you return that device, we will charge your credit card for the difference between the regular and discounted price you received. For example, if you received a 10% discount on an annual plan of an app normally priced at $100, so that you saved $10 at the time of purchase, but return your Samsung device before 30 days after your purchase, your credit card will be charged $10. Any charges related to device discount changes will be prorated to the end of your current subscription term based on when you returned your device.


Yes, most AppStack cloud apps are accessed through a web browser that can be run on smartphones, tablets, and PCs. Many cloud apps provide platform-specific client software (for Windows, macOS, Android) that allow your team to use their accounts across several devices.


Yes, most AppStack apps have a trial period associated with them. If the app has a trial period, you can try the app once per app using your Samsung Business Account credentials. Trial lengths will vary by app. We will authorize your payment at the beginning of the trial, but we will not charge your account until the trial ends. You may cancel your subscription at any time during the trial period without a charge to your account.


Visit the AppStack marketplace and explore the available apps. We provide background information and categorize cloud apps based on their business function to help you build the features your team needs to succeed. When you are ready to subscribe, click the Get Started button. If you do not have a Samsung Business account, which will be the administrative account for your organization, we will ask you to register for one during sign-up.


A credit card is required to access free trials or subscribe to cloud apps on AppStack. We will validate your credit card at the beginning of the trial period but will not put any funds on hold or charge the card until your regular subscription begins. Recurring charges start on the day your trial ends. If you subscribe to an annual plan, we will charge your credit card at the beginning of your subscription term. Please watch for new AppStack payment options.


You will receive an email receipt for your subscription charges each month, or once a year, for your AppStack subscriptions. Be sure to cancel subscriptions at least one day before the monthly or annual payment due date to avoid charges. We will charge your card automatically at the beginning of the term of your subscription.


No, AppStack does not support purchase order-based accounts at this time.


You will be billed each month on the day of the month on which the paid AppStack subscription began, or on the same date each year, if you subscribed to an annual plan. For example, on a monthly subscription, if a subscription starts on the 6th of the month you will be billed on the 6th day of successive months.


Any changes to your app plan will take effect when your current subscription term has ended. At this time, you cannot change your subscription from a monthly to an annual plan, or vice versa, during your current billing term.


Yes, you can add or remove user licenses on AppStack, and the changes will become active on your next renewal date. If you add new licenses, they will become active at the end of your current plan subscription term. If you remove licenses, they will remain available until the end of your current subscription term. No refund is available for fees associated with accounts canceled before the next billing date.


No, cloud apps are normally accessed through a web browser. Your team will not need to update their app software to access a different pricing plans.


Your AppStack subscription may be canceled at any time before your next billing date, after which we will no longer charge you for the app subscription. If you cancel an app, your data and services will be available until your next billing date. We do not offer pro-rata refunds.


Yes, most AppStack apps are available on monthly and annual plans. Yearly plans for individual apps may provide reduced calculated monthly payments based on the year-long commitment. Payment for an annual plan is charged once at the start of the year for the entire year.


Third-party software providers deliver AppStack services. Samsung selects apps based on their quality and security, but we cannot ensure that your account will stay secure. Please carefully manage your user credentials to prevent unwanted access to business accounts.


Only your licensed team members have access rights to your app data, which is controlled by the third-party companies who own the apps. Please carefully manage your user credentials to prevent unwanted access to app accounts.


No, your AppStack licenses do not require each user to have a Samsung Business Account. However, please note that the account owner must have a Samsung Business Account.


Visit the AppStack marketplace, where you can select apps for your team. If you do not have a Samsung Business Account, which is required to access and manage your AppStack subscriptions, you will be asked to create one when you checkout. After you complete your order, AppStack subscriptions are managed through your Subscription Details page.


Please note: To protect your account, we will cancel your subscription if you do not access the app administrative account after ten days following receipt of your AppStack order confirmation email. Billing will begin only after you access app administrative account.


After you create and configure your Samsung Business Account through the Subscription Details page, we will set up an administrative account with each app provider. You will find links to each app management page on your Subscription Details page.


Browse for apps in the AppStack marketplace. When you are ready to subscribe, choose the app and pricing plan, click the ‘Buy Now’ button, and follow the enrollment steps. Your subscription will be available immediately, and you can activate users through the app administrative account.


No, AppStack does not support access to your Samsung Business Account from more than one email address. Nor can you transfer the account to a different address. You may share your account credentials to give another team member financial or administrative access to AppStack subscriptions. Please be aware that anyone with access to your account can add or cancel subscriptions, as well as place hardware orders using your payment account.


You can transfer access to third-party app administrative accounts, such as G Suite, to another user by visiting the app partner portal.


Your company will need to continue using the current account name, email address, and password to access the AppStack account. You can transfer administrative access to third-party apps, such as G Suite, to another user by visiting the app partner portal.


No, usage monitoring is not currently available in the AppStack service, however individual app providers may provide usage reports.


Please call Samsung Business Customer Service at 855-581-6892 Monday through Friday between 8 AM and 5 PM Eastern Time.


At this time, AppStack supports only one price plan per app associated with each cloud app administrative account. If you would like to add a different service level for an app you already have purchased, start a new AppStack order. The second order for a currently subscribed app will be associate with a new app administrative account on the partner company’s site.


Visit the AppStack marketplace to find the app that fits your needs. Click the Get Started button to see available pricing plans and trial subscription options. Please note that you must choose how many subscription licenses you need when selecting the subscription plan, and whether you want the monthly or annual plan, if available.


AppStack marketplace cloud apps are available at different pricing plans, which may provide more features for increased fees. Choose the app and pricing plan, click the ‘Buy Now’ button, and follow the enrollment steps.


You can add as many users as you like to your AppStack account up to 499 team members. Your team members do not need to have a Samsung device to use app services. Some cloud apps may require a minimum number of users or be limited to a maximum number of users; AppStack does not support organizations with more than 499 users.


If you are also purchasing Samsung devices when you select an app, we can deliver up to 25 devices in a single order. To add more devices or cloud apps, please start a new order.


A specific cloud app may have controls for you to assign different levels of service or access to each user on your team, but AppStack does not allow multiple pricing plans for the same app. You subscribe to the same pricing plan for all the users of the same app.


If you have a billing issue, please contact Samsung Business Customer Service at 855-581-6892 between 8 AM and 5 PM Eastern Time.


If you have a technical issue with an app other than G Suite, please contact the app developer directly. For G Suite issues, please contact Samsung Business Customer Support.




Samsung Business Trade-In Program

The Samsung Business Trade-In Program allows customers to trade in eligible devices and receive trade-in credit towards the purchase of new qualifying Galaxy devices. Simply add the trade-in program to your purchase during check out, tell us about the devices you’ll be trading in, and complete your order. Once you receive your new devices, ship us your trade-in devices and we’ll assess their value. The trade-in value will be credited to the account you used to pay for your order within seven business days.


You may trade one device for each new qualifying Galaxy device in your business order up to the total of new qualifying devices you are purchasing. For example, if you are buying 15 new Galaxy devices, you can trade up to 15 eligible devices maximum. Larger quantity purchases may need to be split across multiple orders.

Click here for the complete Samsung Business Trade-In Program Terms and Conditions.


When you receive your order, you will have 30 days to ship your trade-in devices to Samsung. On receipt, we will review the condition of each device shipped and provide you with an email detailing the final value for each device. The credit will be applied to the account you used to pay for your order within seven business days.


Samsung offers different trade-in values based on the new Galaxy device model you purchase. The estimated value for each device will be displayed when you select the model and condition for trade in. You can refer to this estimate on your My Orders page at Samsung.com. Once your devices are received, Samsung will assess their condition. The value provided for each device will be based on Samsung’s assessment of the conditions of the devices received.


Each trade-in device must meet the following eligibility requirements:


  • Each device must power on, hold a charge, and not power off unexpectedly
  • Each device must have a functioning display with no black spots, dead pixels, or pixilation of any kind
  • Each device must have no breaks, cracks, or other defects that go beyond normal wear and tear, including but not limited to: multiple scratches, dents, or dings, water damage, or corroded charging port, SIM, or battery terminal contacts. If a Cracked Screen Offer applies (see below), each device may have a cracked front screen, but all other conditions apply
  • Each device must not be on a blacklist of any kind
  • At the time of trade-in, you must be the owner of each device; leased devices are not eligible
  • Security Screen Lock, Reactivation Lock, Google Factory Reset Protection, or any other anti-theft locking software must be disabled on each device
  • You must perform a factory reset on each device before sending to Samsung. All data and any linked accounts (personal and business) must be removed.
  • Each device must be labeled with an FCC ID to show that it is certified for use in the United States under applicable FCC regulations. The FCC ID number can usually be found printed somewhere on the mobile device. Sometimes it may be necessary to remove the battery pack to find the number. The FCC ID number can also be found in the user manual for each device.

If you decide after you make your purchase that you don’t want to trade in some or all of your old devices, just keep them. However, you will not receive the estimated trade-in value for any devices that Samsung does not receive.


Yes, we provide trade-ins for cracked devices (see Cracked Screen Offer below). However, in order to qualify, there must be no cracks in the device other than the screen.


We evaluate each trade-in device when received to determine the final trade-in value, which may differ from the estimated trade-in value you were provided when you placed your order. If we determine that a trade-in device does not meet the conditions for acceptance described above or if we cannot accept your device under the terms of this promotion because it is ineligible, we cannot return the device and will not provide any trade-in credit to you. It will be recycled responsibly.


No, we cannot return a trade-in device once it is shipped to Samsung.


In its sole discretion, from time to time Samsung may offer to accept certain model devices with cracked screens as devices that are eligible for trade in (“Cracked Screen Offer”). A Cracked Screen Offer is only available if the trade-in value for your selected device displayed on Samsung’s business website. However, the device must meet all other eligibility requirements set forth above and may not have any cracks or breaks in the back, side, camera, or any other visible defects that go beyond normal wear and tear (including but not limited to: multiple scratches, dents, or dings; evidence of water damage; or corroded charging port, SIM, or battery terminal contacts).


During your business trade-in order, you will be presented with device models we accept as well as the current value for each model based on its condition. The types of devices eligible for business trade in may be updated at any time by Samsung, so be sure to check before completing your order.


Yes! When you complete your order, Samsung will ship you your new Galaxy devices. Once you receive them, you can activate them and transfer your data, contacts, and accounts before you ship them for trade in. You can transfer your information from your old devices to your new ones using Samsung Cloud, a data cable, or any of the other methods described in the documentation that accompanies your new device. Please note that you have 30 days from the date you receive your new devices to ship your old devices to us unless Samsung specifies a different time period for this promotion.

If you fail to send in your business trade-in devices within 30 days or a different time period Samsung specifies for this promotion, Samsung will not provide you credit for your devices.


Yes – however, please note that all remaining payments on the devices you’re trading in are your responsibility. You may also be subject to additional fees from your financing provider. Check with your current financing provider for details.


No – leased devices are not eligible for the Business Trade-In Program unless you purchase the leased devices from the owner before trading them. Check with your lease owner for details.

No – you should ship only the trade-in devices to Samsung. If you no longer need the accessories, discard them in accordance with your local trash and recycling regulations. No trade in value is offered on anything other than the devices. If you do ship accessories with the devices, those accessories will not be returned.


Yes – for every new device you purchase, you may trade in one eligible device. Within each order, the number of devices you trade in may not exceed the number of new devices you are purchasing. For example, if you are buying 15 new Galaxy devices, you can trade up to 15 eligible devices maximum. Additional devices provided over the order maximum will not be accepted and will not be returned. Please note that you must ship the trade-in devices in a well-padded box to ensure that no damage occurs during shipment. You are responsible for the condition of the devices until they are received by Samsung.


Here are the steps to complete a successful trade-in shipment.

1. Please wait until your new devices are delivered before sending your trade-in devices.

2. Before sending your trade-in device, please transfer your personal and business information from the device you will send us.

3. Reset your devices to factory settings and disable any software locks installed on the device. We cannot accept a device for trade-in if you have not taken these steps.

4. Supply your own packaging. Samsung cannot provide packaging for your trade-in order. Your pre-paid mailing label can be found and printed on your My Business Orders page at Samsung.com.

5. You are responsible for any damage during shipment, so please pack your devices carefully. We suggest you use a segmented shipping box, pictured below, when sending multiple devices. Please be sure to pack each device with sufficient paper, foam, or plastic padding to protect it from the other items in the box in case of drops during shipping.

figure1

Figure 1: Use a segmented shipping box and wrap each device paper, foam, or plastic padding.

6. Tape the shipping label on one side of the package with clear tape. Be careful to remove other labels if there are any on the box. If you lose your shipping label, it is always available on your My Business Orders page at Samsung.com/business.

7. Drop off the package only at an authorized FedEx Ship Center. We will be able to track your trade-in once when it is scanned by FedEx at the Ship Center – do not use a FedEx drop box. Find a FedEx Ship Center near you.


Refer to the user manual or support page on Samsung’s website for how to do a factory reset on your current devices prior to shipping them to Samsung. In addition, make sure that you remove all accounts, passwords, locks, SIM cards, and memory cards before sending the devices to Samsung. Any items such as SIM cards, memory cards, or accessories sent with your devices will not be returned. Please note that Samsung assumes no responsibility for any data you leave on your devices when you ship them to Samsung as a trade in.


You will receive an email from Samsung when your devices are received and evaluated. The email will detail the assessed value of each device. The total assessed value of your trade in will be applied to the account you used to pay for your order within seven business days.


If you have lost or discarded the shipping label, please log into your Samsung account and reprint the label from your My Orders page. If you require additional assistance, please click here for the available support options.


We’re sure you’ll love your new Galaxy devices but, just in case, our normal return policy applies. Samsung will refund your purchase price, but unfortunately cannot return your old devices. For this reason, we urge you not to send your trade-in device until you have received, set up, and transferred personal and business information to your new device.

If you return your new device, Samsung will deduct any promotional or enhanced trade-in value from the credit provided to you on acceptance of the trade-in device. You will receive the everyday trade-in value rather than the enhanced trade-in value associated with the new Galaxy purchase offer. The value of your trade in will be issued as a Samsung Business store credit which may be used to shop Samsung.com/us/business for any product.

If you receive any free promotional gifts with your new devices, you will have to return the gifts as well as the devices in order for your return and refund to be processed per the terms of our Return Policy.



No – you should ship only the trade-in devices to Samsung. If you no longer need the accessories, discard them in accordance with your local trash and recycling regulations. No trade in value is offered on anything other than the devices. If you do ship accessories with the devices, those accessories will not be returned.


Yes – for every new device you purchase, you may trade in one eligible device. Within each order, the number of devices you trade in may not exceed the number of new devices you are purchasing. For example, if you are buying 15 new Galaxy devices, you can trade up to 15 eligible devices maximum. Additional devices provided over the order maximum will not be accepted and will not be returned. Please note that you must ship the trade-in devices in a well-padded box to ensure that no damage occurs during shipment. You are responsible for the condition of the devices until they are received by Samsung.


Here are the steps to complete a successful trade-in shipment.

1. Please wait until your new devices are delivered before sending your trade-in devices.

2. Before sending your trade-in device, please transfer your personal and business information from the device you will send us.

3. Reset your devices to factory settings and disable any software locks installed on the device. We cannot accept a device for trade-in if you have not taken these steps.

4. Supply your own packaging. Samsung cannot provide packaging for your trade-in order. Your pre-paid mailing label can be found and printed on your My Business Orders page at Samsung.com.

5. You are responsible for any damage during shipment, so please pack your devices carefully. We suggest you use a segmented shipping box, pictured below, when sending multiple devices. Please be sure to pack each device with sufficient paper, foam, or plastic padding to protect it from the other items in the box in case of drops during shipping.

figure1

Figure 1: Use a segmented shipping box and wrap each device paper, foam, or plastic padding.

6. Tape the shipping label on one side of the package with clear tape. Be careful to remove other labels if there are any on the box. If you lose your shipping label, it is always available on your My Business Orders page at Samsung.com/business.

7. Drop off the package only at an authorized FedEx Ship Center. We will be able to track your trade-in once when it is scanned by FedEx at the Ship Center – do not use a FedEx drop box. Find a FedEx Ship Center near you.


Refer to the user manual or support page on Samsung’s website for how to do a factory reset on your current devices prior to shipping them to Samsung. In addition, make sure that you remove all accounts, passwords, locks, SIM cards, and memory cards before sending the devices to Samsung. Any items such as SIM cards, memory cards, or accessories sent with your devices will not be returned. Please note that Samsung assumes no responsibility for any data you leave on your devices when you ship them to Samsung as a trade in.


You will receive an email from Samsung when your devices are received and evaluated. The email will detail the assessed value of each device. The total assessed value of your trade in will be applied to the account you used to pay for your order within seven business days.


If you have lost or discarded the shipping label, please log into your Samsung account and reprint the label from your My Orders page. If you require additional assistance, please click here for the available support options.


We’re sure you’ll love your new Galaxy devices but, just in case, our normal return policy applies. Samsung will refund your purchase price, but unfortunately cannot return your old devices. For this reason, we urge you not to send your trade-in device until you have received, set up, and transferred personal and business information to your new device.

If you return your new device, Samsung will deduct any promotional or enhanced trade-in value from the credit provided to you on acceptance of the trade-in device. You will receive the everyday trade-in value rather than the enhanced trade-in value associated with the new Galaxy purchase offer. The value of your trade in will be issued as a Samsung Business store credit which may be used to shop Samsung.com/us/business for any product.

If you receive any free promotional gifts with your new devices, you will have to return the gifts as well as the devices in order for your return and refund to be processed per the terms of our Return Policy.


No, Samsung cannot return devices traded in via the Business Trade-In Program once you have shipped them to us.


No, when you ship your old devices to us, you are transferring ownership to Samsung and they cannot be returned to you. The credit for your devices will be applied to the account you used to pay for your order within seven business days.


No, Samsung cannot return devices traded in via the Business Trade-In Program once you have shipped them to us. You will be refunded the value of the returned device(s) according to our Return Policy. The value of your trade in will be issued as a Samsung Business store credit which may be used to shop https://Samsung.com/us/business for any product.


We’re here to help! If you require additional assistance please click here for the available support options and we’ll be happy to assist you with any additional questions you may have.



Samsung Business Financing

Samsung Business Financing is a short-term line of business credit your company can use for purchases on the Samsung Business website, with payment term options subject to your business profile. Your business will not incur any interest or late fees if your invoices are paid by the invoice due date. We offer this program in partnership with TreviPay, which administers the program.


Samsung Business Financing is available to businesses registered with the U.S. Internal Revenue Service. You must provide an Employer Identification Number (EIN) as part of your application. Sole proprietorships may apply if they have an EIN.


Please complete the short application. You could be approved for a specific purchasing limit in as quickly as 30 seconds by our third-party financial service partner.


No, applying for Samsung Business Financing will not affect your personal credit score.


Yes. If you need more credit for future purchases, you can request an increased credit limit on your Account Overview page. You will receive notification by email of the outcome of your application.

To login to your account at any time, please visit https://samsungbusinessfinancing.b2b.credit/login.


Yes, the Samsung Business Financing account website operated by TreviPay lets you add new users with assigned purchasing and payment roles. For example, you can indicate which users receive and pay invoices. Please note that the email address you provide in your application will be assigned administrative privileges, and you must use that account to add users and assign Buyer, Payer or Admin roles. You may provide administrative rights to a second account, as well.

More details are available in the FAQs in your TreviPay Account Overview.


Your current available balance, outstanding amount due and past invoices will always be available on the Account Overview page of your account.


You will receive a downloadable invoice in your buyer portal and by email immediately after your products are shipped. To direct these alerts to your accounts payable department, create a new Payer user account for that team and activate invoice alerts in the Notifications tab of the Edit User page.


You or your designated account user can make payments to our partner, TreviPay, through one of the following payment methods: direct debit in your buyer portal, by automated clearing house (ACH) payment or by check. We recommend that, as part of your account setup, you link your business bank account to make payments conveniently. For your reference, the available payment methods will also be outlined on each invoice you receive.


If you currently have more than one invoice open with Samsung Business Financing, TreviPay will apply payments based on the remittance advice you provide. If no remittance advice is provided, TreviPay will use the FIFO (First In, First Out) method to allocate your payment.


Please contact Samsung Customer Service at (888) 312-2070 to resolve any billing issues. Your account and invoice(s) will be updated accordingly and reissued by TreviPay once the dispute has been resolved by Samsung.


A complete history of your account activity is available on the Account Overview page of your buyer portal.


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