ℹ️ From September 1, 2026, sellers do not need to request a Ticket Topic Change for the defect cases listed below. Eligible tickets will be automatically excluded from the Seller Performance Rating.
Please review automatically excluded cases in your SPR under “Excluded Defect Tickets.”
The automatic exclusion applies to the following cases:
- The customer reports only a non-original component pop-up message, for example regarding the battery, display, or camera.
- The customer clearly states that the damage was caused by them, for example by dropping the device or exposing it to water.
Important: If the customer reports any additional defect or issue besides the non-original component message, the ticket will not qualify for this automatic exclusion. The regular Ticket Topic Change guidelines and documentation requirements apply.
You can request a ticket topic change without sending any documentation in the following scenarios:
- The customer complains only about the battery capacity, which is not at 100% (but still above 85% for smartphones, 80% for other categories, 90% for premium grade), and does not report any other defect or abnormal behaviour of the battery (products with new batteries are excluded).
- The product warranty has expired.
- The customer reports a defect but then states that the issue was solved.
- In case the customer selected the ticket topic “Refunds / Repairs or Exchanges > Wrong configuration > Supplier sent wrong”, however, states clearly in the ticket ordering the wrong configuration or product.
- In case the customer selected the ticket topic “More signs of usage than expected**”** and they provided pictures of the product, where it is clearly visible that the signs of usage match the sold product grade.
- Ticket topic change request if customer doesn´t reply > 10 days: in case the customer opens a defect / condition ticket and doesn´t answer afterwards or if the customer didn´t use the return label provided for >10 days, a ticket topic change can be requested.
ℹ️ Please 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.
- When the uploaded tracking link provides sufficient proof for “Delivery” related topics (4. Ticket topic changes for the “Delivery” related topics)
- The ticket concerns a smartphone with Japanese specifications, and the product detail page does not clearly state that it is a Japanese version (except for iPhone 11 or newer with iOS 15 or above)
- The ticket is opened by the seller solely to confirm the keyboard configuration or layout before shipping.
- The customer reports only a Snapchat Device Ban: the device is fully functional, has been factory reset, however Snapchat APP cannot be used on the device (devices with a known Snapchat Device Ban should not be resold through refurbed)
- The customer’s complaint is only about receiving a different keyboard layout standard, for example, ANSI instead of ISO or vice versa.