Customer and Account Support
The goal of Global Customer Service at the Scientific business of Thomson Reuters is to maintain the highest customer satisfaction level possible by providing accurate and timely responses and resolutions to our customers' needs.
Global Customer Service can assist you with questions, concerns, or problems as they relate to:
- Subscription Renewal Inquiries
- Replacements for missing or defective issues
- Modifications to existing subscriptions
- Customer contact and address changes and updates
- Payment inquiries
- Order placement for back-issues
- General product or pricing inquiries
Note: Thomson ResearchSoft products require a Return Material Authorization (RMA), Please contact Global Customer Service in order to receive the authorization.
What is the policy for requesting a replacement for missing or defective issues?
Thomson Reuters honors claims for missing and defective issues free-of-charge, as long as the request for replacement is received within ninety (90) days of the shipment of the order. The cost to replace a compact disc after 30 days is stated in the license agreement (the defective or damaged disc must be returned to Global Customer Service). Claims for older issues are provided at the prevailing back-issue rate. This policy applies to diskette and print editions.
What information should I include (or have available) when contacting Global Customer Service?
Be sure to reference your account number (it's printed on the top line of the mailing label), or invoice number for quicker service.
- Back Issues
Thomson Reuters honors claims for missing issues free-of-charge if received within three months of the shipment date of the order. Claims for older issues are provided at the prevailing back-issue rate, and require prepayment. Contact Global Customer Service directly for current pricing.
- Subscription Payment
Please contact Global Customer Service for complete payment instructions.
We also accept VISA, MASTERCARD, and AMERICAN EXPRESS as a means of payment. If you are paying by credit card, please be sure to include the complete charge account number, name of card holder, expiration date, and Scientific invoice number. If paying by credit card, please call Global Customer Service directly, or send this information to the regional Customer Service Department. Postal money orders are not accepted.
- Contract Admin
The Contract Administration Department of Scientific provides assistance with issues concerning terms and conditions in connection with Scientific products and services. The staff of Contract Administration can be reached via your Account Manager.