In case the ticket topic was chosen incorrectly by the customer or the defect claimed by the customer has not been found, the required documents and proofs must be provided in the message of the request in order to verify the ticket topic change request.
❗For cases listed in section "Defects that can’t be proven with a test report, however, other proof can be provided" where the issue could be possibly not detected with the test report, the seller must additionally provide specific proof, such as audio recording, video/photo evidence
❗The additional / specific proof of the working device provided should include an IMEI/serial number as well
- For example, if customer complained about the screen, there has to be a video proof with the screen clearly working, as well as the IMEI/serial number has to be visible in the same recording.
💡Please ensure that both videos and pictures are of good quality:
Images must be clear, focused, and taken from an appropriate distance so the device and any relevant details are fully visible.
Videos should be recorded steadily and at a reasonable pace, allowing all relevant details to be clearly reviewed.
Submissions with unclear, blurry, overly distant images or excessively fast video recordings may not be accepted.
We ask for your understanding that in order to ensure efficient handling of the requests, incomplete requests will be automatically rejected and counted as incorrectly requested.