- delivery > delivery overdue
- delivery > request tracking link
- delivery > other
- delivery > lost/Damaged parcel
⚠️In case the refund/return reason is linked to an above mentioned delivery topic, a ticket topic change request can be submitted according to the guidelines
Requirements
Review if the delivery topics topic is linked to the reason of the refund/return. In case yes, a request can be submitted providing below mentioned documentation and following the guidelines
Documentation
A tracking link should be provided in the ticket, ensuring that the device was dispatched and delivered according to the refurbed guidelines.
In case the information isn´t sufficient enough in the tracking link or the status isn´t visible on the tracking link website, the seller should ask and provide a written statement from the carrier (screenshot with visible carrier ID)
Shipping times CE
“Small” products like smartphones, tablets, headphones and smartwatches must be dispatched latest by end of the next day (weekends and national holidays excluded) after you receive the order confirmation email. If the order is confirmed before 12:00, it must be dispatched by the end of the same day. The product must arrive at the customer’s address within 2 days for domestic orders (e.g. Germany to Germany) and within 3 days in case of international orders (e.g. Germany to Italy).
For “Medium” (depending on customization or special preparation is needed) products, the time frames to dispatch and deliver are extended.
Shipping times SDA
“Small” products must be dispatched latest by end of the next day (weekends and national holidays excluded) after you receive the order confirmation email. If the order is confirmed before 12:00, it must be dispatched by the end of the same day. The product must arrive at the customer’s address within 2 days for domestic orders (e.g. Germany to Germany) and within 3 days in case of international orders (e.g. Germany to Italy).
For “Medium” and “Large” products, the time frames to dispatch and deliver are extended.
Examples:
Scenario 1: tracking link was uploaded, however, not forwarded to the carrier in time due to delayed carrier pick up time (e.g., status shows only “Label created”)
- Ticket topic change requirements: in case the seller states it was a carrier mistake, proof should be provided e.g., statement from the carrier (screenshot with visible carrier ID). However, in case the mistake wasn´t caused by a carrier mistake/issue, submitting a ticket topic change request isn´t allowed
Scenario 2: tracking link uploaded (on time), package moved according to the link, but then got stuck in transit (carrier mistake)
- Ticket topic change requirements: obvious carrier mistake, no documents for TTC submission needed but an uploaded tracking link is required to submit the ticket topic change
Scenario 3: tracking link uploaded too late
- Ticket topic change requirements: the tracking link should show the date of creation and the movement in the tracking. As well as the delivery of the device.
In case seller states not having a fault in the situation, proof has to be provide (e.g., statement of the carrier)
Scenario 4: tracking link shows a damaged or lost update and/or updates have stopped
- Ticket topic change requirements: obvious in the tracking link status that it wasn´t seller mistake → no documents for TTC submission needed but uploaded tracking link