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
- [Pre-purchase test report or Alternative proof (within 30 days before purchase)
- Post-purchase test report or Alternative proof (within 7 business days of receiving device)
-
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.
- Alternative proof must include visible serial number
✨ 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 serial number visible (if the pictures provided by customer are not sufficient)
🔁 For Wrong Configuration Claims
- Pre-purchase documentation with serial number
-
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.
- Proof of correct configuration was shipped
- Customer pictures (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.