1. How many items can I compare at once?
Response: We do not have any limit when comparing items. You can compare as many items as you want.

2. What is a quoted item?
Response: When searching for an item on the CounterTrade website, if the item is not found, a quote may be requested. A request may be made by selecting the RFQ Tab on the website or by emailing the CounterTrade Team at Sales@CounterTrade.com.

3. Can items from Favorites be added to catalog?
Response: Two types of items will be found in your Favorites. Catalog Items that you tend to frequently purchase, and Quoted Items. Items featured on the catalog are all in real-time and through our catalog distributors (Ingram Micro, Tech Data, etc.) only. When we make a quoted item viewable for you in your Favorites, it can and should be ordered through the website. Items featured on the catalog are all in real-time and through our catalog distributors (Ingram Micro, Tech Data, etc.). A quoted item will only become a catalog item, if and when the distributors add the item to their respective offerings.

4. Why do companies need firewalls?
Response: To protect computers and networks, firewalls separate company networks from the Internet and can be used to separate parts of a LAN .Packet filters operate on a network, while other firewalls operate as application-level proxies.

5. What is a cookie?
Response: A cookie is a message given to a Web browser by a Web server. The browser stores the message in a text file and the message is sent back to the server each time the browser requests a page from the server. The main purpose of cookies is to identify users and prepare customized Web pages for them. For example, when you enter a Web site that uses cookies, you may be asked to fill out a form providing information such as your name and interests. This information is packaged into a cookie and sent to your Web browser, which stores it for later use. The next time you go to the same Web site, your browser will send the cookie to the Web server. The server can then use this information to present you with custom Web pages, i.e., you might see a welcome page with your name of it instead of seeing just a generic welcome page.

6. What is a session?
Response: A session is the period of activity that a user with a unique IP address spends on a Web site during a specified timeframe. The number of user sessions on a site is used in measuring the amount of traffic a Web site gets. A web site administrator will determine what the time frame of a user session will be on a given web site, i.e., user sessions at Tech Data are set for 45 minutes. If a visitor comes back to the site within that set time period, it is still considered one user session because any number of visits within those 45 minutes will only count as one session. If the visitor returns to the site after the allotted time period has expired, then it is counted as a separate user session.

7. How do I order a quoted item?
Response: After an item is quoted to you by a CounterTrade Representative, they will ask you to let them know if you wish to order the item(s). By responding to their emailed quote stating your desire to order the item(s) quoted, it alerts the CounterTrade Representative to upload the item(s) to your Favorites on the website. The upload process can be completed in a matter of minutes. This makes the item viewable and allows you to order through Favorites for a specified time period. If you wish to order the item(s) after that time period, simply request updated pricing and availability from your CounterTrade Representative.

8. I copied and pasted a part number into the product search, but nothing is found.
Response: If a space has accidentally been entered at the beginning or end of the search, no results will be found. Verify that this is not the case and try again. If a part still returns no results, please submit an RFQ or request the assistance of the CounterTrade Team.

9. How should I search if I do not have a part number and do not know the name of the item (i.e. memory for LaserJet printer)?
Response: Try searching the printer model (i.e. LaserJet 4200) or enter in brief description if you know then scroll down below the specs and check if there are related items. This is a great way to find related items and accessories for a product.

10. Where do I go for help in finding the proper part number?
Response: Searches made on the CounterTrade website need to be made referencing the manufacturer’s part number. Part numbers can be found on the manufacturer’s website or by contacting a CounterTrade Representative. They would be able to find a part number for you.

11. Can I still order an item that I got a quote on if the price expires?
Response: Yes, once your quoted item has expired, a link will appear next to the listing to Request a Quote (RFQ). The RFQ form will be pre-populated with manufacturer part number and email address for the quote. Please fill out the rest of the required fields and note in the Comments section that this item exists in your Favorites and you are just looking for updated pricing and availability. This alerts the CounterTrade Representative to merely update your entry instead of creating a new entry.

12. If price and availability is N/A, how do I order that item?
Response: If pricing and availability are N/A on an item, please submit a Request for Quote (RFQ). This alerts the CounterTrade Representative to identify the item(s) through the proper resources with current price and availability for you.

13. If there is a price but “no availability”, should I do a quote?
Response: Yes, various situations can be displayed as no availability when searching for product. To ensure that your CounterTrade Representative has provided you with a estimated availability as well as completely guided you through any criteria in purchasing the desired item(s), it is preferred that you request a quote in this situation.

14. What if I need to cancel an item from my order?
Response: Simply email your CounterTrade Representative referencing the order number, part number(s) and quantity that you wish to cancel. As long as the item(s) has not shipped, we can typically honor your request.

15. Will freight be charged when utilizing the CounterTrade website?
Response: A. There is no freight charge for catalog items that are being shipped via ground service. B. Freight charges will apply on items that have been quoted. The CounterTrade Representative will provide an estimate of freight charges in the quote. C. Expedited delivery services may be available. These orders can be coordinated through a CounterTrade Representative.

16. How do you find out the estimated arrival for back ordered items?
Response: If the desired item(s) is back-ordered prior to ordering, the CounterTrade Representative will obtain the estimated time of arrival (ETA) for you. If the item(s) has already been ordered and becomes back-ordered prior to shipment, a CounterTrade Representative will notify you via email of the ETA. At this point, if the ETA is too far in the future for the end user, the CounterTrade Representative would be happy to locate alternates to the item(s) back-ordered and see if they may better meet your needs.

17. Can I view my orders in the CounterTrade website?
Response: Yes, by selecting the View Order tab, you can view the status of your order, track its shipment, and even request a return from our catalog distributors (Ingram Micro, Tech Data, etc.). Simply enter your order number or the date range of orders that you wish to view.

18. What is the difference between a return and a warranty return?
Response: A return request to CounterTrade Products must take place within 10 days of receiving the product. A return request will always be made for a credit back on the item(s) or a replacement of the item(s). A warranty return is using the Manufacturer’s warranty provided on the product in question to repair or replace a defective item. Warranties generally state that they will repair or replace the item within its warranty time period. That is something orchestrated between Client and the Manufacturer of the product, it is not a transaction between the client and CounterTrade Products. Please note that your CounterTrade Products Representative would be happy to orchestrate your warranty concerns with the respective manufacturer(s) as a value-add service to the TRR.

19. How do I return something?
Response: Simply look up the order under which you wish to return. Once the order comes up, select to VIEW the order and a link is provided to an RMA Form for each line item of the order. The RMA form will be pre-populated with manufacturer part number and email address for the order. Please fill out the rest of the required fields and click to SUBMIT the form at the bottom of the page.

20. Can CounterTrade install related items prior to delivering product? Ex: Ram into printer
Response: Yes, certainly. These situations need to be handled on a case-by-case basis, and additional fees will apply. Please contact a CounterTrade Representative for assistance.

21. What lines are carried (or not carried, i.e. Dell, Gateway -- which may need an RFQ)
Response: Each product request must be addressed individually. If you cannot locate an item via the Product Search on the website, please submit a Request for Quote so that the CounterTrade Representative can try to identify a resource for the item(s). A link to our company line card is featured at the bottom of the home page on the CounterTrade website. It will provide you with a listing of over 1,100 manufacturers with whom CounterTrade has existing relationships; however CounterTrade’s breadth on product extends far beyond the line card.

22. Who do I call if I have billing questions?
Response: Please feel free to contact the CounterTrade Team at 1-800-444-9710 or at Sales@CounterTrade.com with any questions or concerns that may arise at any point during the cycle of an order.

23. What should I do if a part number provided by a CounterTrade Representative is not the correct part?
Response: Everyone does occasionally make a keying error or receive incorrect information. If you have received an incorrect part number from the CounterTrade Representative, please contact them and they will provide you with a correct part number.