Where do I find the ticket topic in Zendesk?
ℹ️The ticket topic can be found on the left side of the Zendesk ticket interface under the field "Post Purchase Topic”
How do I correctly choose a ticket topic?
Please always look for the most fitting topic through the list, and avoid overusing the general topics ending with “other”.
Ticket topics overview and when to use them:
Delivery Topics
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Delivery > Change delivery address
When to Use: you want to confirm delivery address with customer
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Delivery > Delivery overdue
When to Use: you want to inform customer about delay in delivery
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Delivery > Request tracking link
When to Use: you want to share a tracking link with the customer or reply to tracking link request
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Delivery > Lost/damaged parcel
When to Use: you need to open a ticket about a parcel being lost or damaged
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Delivery > Other [Delivery]
When to Use: you want to discuss other than the above listed delivery topics
Payment & Invoices Topics
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Payment & Invoices > Request invoice
When to Use: you want to share an invoice with customer
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Payment & Invoices > Invoice issue/question
When to Use: you want to discuss issue within invoice or answer a question regarding the invoice
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Payment & Invoices > Payment issue
When to Use: to discuss payment issues with customer
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Payment & Invoices > Payment question
When to Use: you want to answer a payment question to customer
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Payment & Invoices > Other [Payment & Invoices]
When to Use: you want to discuss other than above listed Payment and Invoice topics
Refund/ Repair / Exchange Request Topics
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Refund request > More signs of usage than expected [Refund]
When to Use: to open a ticket for customer´s refund request due to a condition issue
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Refund request > Defective product [Refund]
When to Use: to open a ticket for customer´s refund request due to a defect
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Refund request > Other [Refund]
When to Use: to open a ticket for customer´s refund request for reasons other than defect or condition issues
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Repair/exchange request > More signs of usage than expected [Repair/Exchange]
When to Use: to open a ticket for customer´s repair/exchange request due to a condition issue
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Repair/exchange request > Defective product [Repair/Exchange]
When to Use: to open a ticket for customer´s repair/exchange request due to a defect
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Repair/exchange request > Other [Repair/Exchange]
When to Use: to open a ticket for customer´s repair/exchange request for reasons other than defect or condition issues
Cancellation Topics
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Cancellation > pricing error [Cancellation]
When to Use: Choose this if the product’s displayed price was incorrect (e.g., a typo or decimal mistake).
Example: You accidentally listed a €500 smartphone for €50, so you must cancel the order to avoid a severe loss.
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Cancellation > stock issue [Cancellation]
When to Use: Select this if an item is actually out of stock and cannot be shipped.
Example: Your system didn’t update inventory correctly, showing items as available when they were actually sold out.
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Cancellation > customer fraud [Cancellation]
When to Use: Pick this if you suspect the order is fraudulent (e.g., stolen payment details).
Example: The shipping address is suspicious or doesn’t match the payment information, indicating possible fraud.
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Cancellation > refurbed system error [Cancellation]
When to Use: Use this if a system or integration glitch on the refurbed platform prevents you from fulfilling the order.
Example: A technical error in the order processing system forces you to cancel because you can’t finalize the transaction.
Wrong configuration Topics
- Refund request > Wrong configuration or wrong device > Customer ordered wrong configuration or wrong device [Refund]
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Repair/exchange request > Wrong configuration or wrong device > Customer ordered wrong configuration or wrong device [Repair/Exchange]
When to Use: Use this topic if a customer accidentally ordered the wrong product configuration or device.
Example: Customer ordered wrong color (black iPhone 11 instead of silver) or GB (64GB instead of 128GB)
- Refund request > Wrong configuration or wrong device > Seller sent wrong configuration or wrong device [Refund]
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Repair/exchange request > Wrong configuration or wrong device > Seller sent wrong configuration or wrong device [Repair/Exchange]
When to Use: Use this if you accidentally sent wrong product configuration or device.
Example: You sent wrong color (e.g., black iPhone 11 instead of silver), GB (e.g., 64GB instead of 128GB) or wrong device model (e.g., Airpods 1st Generation instead of 2nd Generation)
Automation Only Internal Ticket Topic
Please never use this topic.
In case of incorrect use of ticket topics, performance action steps will follow. We may also change the topic to a more fitting one manually.
How to request a ticket topic change?
You can find the steps and guidelines on how to request a ticket topic change in this page: Seller Guidelines for Ticket Topic Changes .
What to do when customer contacts you outside of Zendesk?
What should I do if a customers still contacts me outside the platform?
Please redirect the customer to their refurbed customer account to open a ticket there.
You can open the ticket for the customer in Zendesk. In this case, ensure to always copy the initial customer message that the customer has contacted you with in the Zendesk ticket.
Why is it important to keep all communication within the designated interface?
Keeping communication within the designated interface ensures security, protects both customers and sellers, and maintains compliance with refurbed guidelines. It also provides a verifiable record in case of disputes.
Prevention measures
It is strictly prohibited to include any materials in the package that contain the following information: your address, company advertisement, return labels, contact information, etc., or to send customers emails to their email address.
What ticket topic can I choose to open a ticket for customer?
Please choose a topic that best reflects the customer request. In case there is no matching ticket topic, please reach out to cancellations@refurbed.com and we will change the ticket topic for you.
Tickets shown double / multiple times in the ticket drills
If a customer opens more tickets with the same ticket sub topic (eg. twice display), the ticket IDs are shown multiple times in the ticket drills just for the purpose of overview, but they will affect your performance score only once.
If tickets for one order ID have different sub topics (battery and camera) they will be counted as two tickets in the score calculation. As they represent two different issues.
- Ticket topic Repairs or Exchanges > Defective Product > Other: counts in the defect score and is shown in the defect ticket drills
- Ticket topic Refunds/Exchanges > Other and No longer need the Product: do not count in the defect & condition score