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)
- [ ] Invoice including serial number
- [ ] Alternative proof must include visible serial number
✨ For More Signs of Usage Claims
- [ ] Invoice including serial number
- [ ] 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
- [ ] Invoice including serial number
- [ ] Pre-purchase test report or Alternative proof (within 30 days before purchase)
- [ ] Proof that correct configuration was shipped (within 7 business days of receiving device)
- [ ] 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
ONLY if your case falls under these scenarios:
- Battery capacity complaint only (above 80%), 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
- [ ] 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