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
-
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.
- 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
-
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.
- 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.
-
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.
- 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
For defect types not detectable by a test report
-
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.
- 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
Please make sure you do not request a ticket topic change for defects listed under Defects that can’t be proven with a test report and no other means
✨ For More Signs of Usage Claims
-
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.
- 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 handbooks, to confirm the grade
🔁 For Wrong Configuration Claims
-
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.
- [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
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.