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SDA/MDA - Ticket topic Change Checklist

Updated

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

  • 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)
  • 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
 


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.
 

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