Consumer Electronics - Ticket Topic Change Checklist

Ticket topic change can be requested within 45 days after the ticket creation date. If the ticket is closed already, a ticket topic change can not be requested.

🚑 For Defective Product Claims

Smartphone Requirements

• [ ] Invoice with IMEI/serial number
• [ ] Test report ONLY from approved software list
  • [ ] Pre-purchase test report (within 30 days before purchase)
  • [ ] Post-purchase test report (within 7 business days of receiving device)
  • [ ] QR code and All functional checks listed here must be included

Laptop/iPad Requirements

• [ ] Invoice with IMEI/serial number
• [ ] Test reports that meets standard requirements listed here
  • [ ] Pre-purchase test report (within 30 days before purchase)
  • [ ] Post-purchase test report (within 7 business days of receiving device)

Other product types: AirPods, etc.

• [ ] Invoice with IMEI/serial number
• [ ] Test report or Alternative proof (within 30 days before purchase)
• [ ] Test report or Alternative proof (within 7 business days of receiving device)

*Alternative proof must to include IMEI/serial number

• a.) for defect types not detectable by a test report listed here
  • [ ] Invoice with IMEI/serial number
  • [ ] Pre-purchase test report or Alternative proof (within 30 days before purchase)
  • [ ] Alternative proof (within 7 business days of receiving device)
  • [ ] Ensure IMEI/serial number is visible in all proofs
• b.) for other defect types which are listed here
  • [ ] No ticket topic change is possible!

✨ For More Signs of Usage Claims

• [ ] Invoice with IMEI number
• [ ] Pictures (unless provided by customer) showing grade description mismatch
• [ ] or Video proof with device turned on and IMEI visible (if the pictures provided by customer are not sufficient)
• [ ] Review condition handbook, to confirm the grade

🔁 For Wrong Configuration Claims

• [ ] Invoice with IMEI number
• [ ] Pre-purchase test report with QR code (within 30 days before purchase)
• [ ] Proof of correct configuration shipment (within 7 business days of receiving device)
• [ ] Customer photos (if applicable)

📦 For Delivery-Related Claims

• [ ] Valid tracking link in the ticket
• [ ] Carrier statement (if tracking information insufficient)
• [ ] Proof of dispatch within required timeframe (24h/48h)

📄 No Documentation Required Cases

ONLY if your case falls under these scenarios:

• Battery capacity complaint only (but still above 85% for smartphones, and 90% for premium grade), and no other reported issue
• Expired product warranty
• The customer reports a defect but then states that the issue was solved
• Customer admitted ordering wrong configuration
• Signs of usage matching product grade (with clear photos provided by customer)
• Customer did not reply for >10 days
• Delivery topics with sufficient tracking proof
• The ticket concerns a smartphone with Japanese specifications, and the product detail page does not clearly state that it is a Japanese version (except for iPhone 11 or newer with iOS 15 or above)
• The ticket is opened by the seller solely to confirm the keyboard configuration or layout before shipping.
• When the reason for the customer complaint is solely the non-original display/battery message, and no other defect was reported.
• [ ] Remove the text of the macro and add short note why is no documentation needed for this case

Important: Incomplete requests will be automatically counted as incorrectly requested. A high frequency of incorrect requests may result in suspension from the ticket topic change process.

• Page to find the full information: Seller Guidelines for Ticket topic changes
• Ticket topic change process explained: Here
• Most common questions about the ticket topic change guidelines: FAQs