In case the ticket topic was chosen incorrectly by the customer e.g., the customer opened a ticket with “Refunds / Repairs or Exchanges > Wrong configuration > Supplier sent wrong”, however, you´ve shipped the correct product, proofs listed below must be provided in the message request in order to verify the ticket topic change request:
- Pre-purchase test report (incl. verifiable QR Code) if required for the respective product or alternative proof / documentation for the ones that don´t have required / approved test software
IMEI / Serial Number of the device
- If the IMEI / Serial Number is available and visible in the refurbed system, no invoice is required for the Ticket Topic Change request.
- If the IMEI / Serial Number is not available in the system, an invoice including the IMEI / Serial Number of the device must be provided.
In case providing an invoice is not possible, e.g., not possible with the integrator used or Italian electronic invoices, other documentation can be provided such as official documentation or screenshot from the logistic system that clearly connects the IMEI number with the device sent to the customer- Proof that the device with correct configuration was shipped to the customer
- In case the customer provided pictures, they can serve as a proof that the ticket topic for wrong configuration or wrong device is correct
- In case the customer clearly states ordering the wrong configuration or product, no documentation has to be provided