Supporting Your Product: How do I request a return label for my Datto hardware?

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Question

How do I request a return label for my Datto hardware?

Environment

  • Datto BCDR devices
  • Datto Networking devices 

Answer

This process is for returning inactive devices only, not for replacing devices actively being used to protect customer data. If you are uncertain whether this is an active device, check with Datto Technical Support or your company's Datto Administrator. If you are having trouble with an in-service device, contact Datto Technical Support.

Follow this procedure for:

  • 60 day or trial period returns
  • Returns of an old device replaced by Datto Technical Support
  • Returns of an old device after upgrading to a newer device
  • Decommissioned device returns

Requesting a return label

To request a return label, email your Datto Sales Executive with the following information:

  • The serial number of the device you are returning
  • The full contact information and email address of the person requesting the Return label

Finding your Datto Sales Executive's email address

If you do not know your Datto Sales Executive's email address, log into the Datto Partner Portal. It will appear in the Your Datto Team card. 

mceclip0.pngFigure 1: The Datto Partner Portal (click to enlarge)


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