Which ticket topics allow for changes?
Changes can be made for the following topics:
- Refunds, Repairs or Exchanges > Defective Product
- Refunds, Repairs or Exchanges > More signs of usage than expected
- Refunds, Repairs or Exchanges > Wrong configuration or wrong device
- Refunds / Repairs or Exchanges > Wrong configuration > Supplier sent wrong
- Delivery > Delivery overdue
- Delivery > Request tracking link
- Delivery > Other
What documents are required for a topic change for "Defective Product"?
You must provide:
- Test reports or video proof of functionality
- Invoice showing the serial number or alternative documentation linking the serial number to the device
- Additional proof of a working device (video with serial number visible)
- Documentation must be submitted within 45 days of ticket creation.
What’s needed for a topic change for “More signs of usage than expected”?
Submit:
- Invoice with the serial number
- Video showing the device turned on with the serial number visible
- Optional: Pictures provided by the customer can be used as proof.
What should I submit for “Wrong configuration” claims?
If the product shipped is correct, provide:
- Pre-purchase test reports or alternative proof
- Invoice with serial number or alternative documentation
- Proof that the correct configuration was shipped
- Pictures provided by the customer may also serve as proof.
What documents are needed for delivery-related ticket topics?
- A tracking link showing dispatch and delivery details
- If tracking status isn’t clear, provide a carrier statement with visible carrier ID.
- For overdue deliveries or issues, follow the specific shipping timelines and document requirements.
When can I request a topic change without documentation?
You may request a change without submitting test reports or invoices in these scenarios:
- No customer reply for over 10 days
- Product warranty expired
- Customer reports a defect but later resolves it
- Customer clearly states the wrong product or configuration was ordered
- Customer claims "More signs of usage than expected" with photos that match the product grade.
ℹ️Please note that if the product has been returned or is already on the way back to your facility, a ticket topic change cannot be requested without proper documentation - even if the customer hasn’t replied for over 10 days.
What are the shipping timelines for delivery-related issues?
Products must be dispatched within:
- 24 hours (excluding weekends/holidays) for standard items
- 48 hours for larger items after order confirmation.
Can I change the ticket topic for late tracking link uploads?
- Yes, if the delay is due to the carrier, provide a statement from the carrier. If the seller caused the delay, a topic change request won’t be accepted.