What ticket topics can be changed?
Ticket topic changes are allowed for:
- 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 documentation is required for "Defective Product" topic changes?
For E-bikes:
- Test reports (pre- and post-purchase)
- Invoice with serial number
For Other Products:
- Test report or alternative proof (video, photos)
- Invoice with serial number
All proof must include the device’s serial number (IMEI) for verification.
What is the timeframe for submitting documents for topic changes?
- Pre-purchase test reports must be created within 14 days before the purchase.
- Post-purchase test reports or alternative proof should be provided within 7 business days of receiving the product.
- Ticket topic changes must be requested within 45 days of ticket creation.
What documentation is needed for "More signs of usage than expected"?
- Invoice with the serial number
- Video showing the device turned on with the serial number visible
- Customer photos may also serve as proof of the product's condition.
What’s required for "Wrong configuration or wrong device" topic changes?
If the correct product was shipped:
- Pre-purchase documentation (including serial number)
- Invoice with serial number
- Proof that the correct device was shipped
- Customer-provided pictures may also serve as proof.
What documents are needed for delivery-related topic changes?
- Provide a tracking link that shows dispatch and delivery details.
- If tracking information is insufficient, provide a written statement from the carrier.
- For overdue deliveries, ensure products are shipped within the required timeframes:
- Standard products: 24 hours after order confirmation
- Larger products: 48 hours after order confirmation
Can I request a topic change without documentation?
Yes, you can request a change without submitting test reports or invoices in the following cases:
- Customer complaint about battery capacity (above 80%) with no other defects.
- Product warranty has expired.
- No customer reply for over 10 days.
- Customer clearly states the wrong configuration or product was ordered.
What if the tracking link is uploaded too late or shows an error?
- If the tracking link was uploaded late or the status shows a delay, proof (like a carrier statement) must be provided if the delay was the seller’s fault.
- If the tracking shows a carrier mistake (e.g., stuck in transit), only the tracking link is needed for the topic change.