A ticket topic change request is rejected when it does not meet the Ticket Topic Change rules in the Seller Guidelines for Ticket Topic Changes.
Most common rejection reasons
- Too late: TTC can only be requested within 45 days after ticket creation. Requests after that are rejected.
- Ticket is closed: once the ticket is closed (auto-closes after 25 days inactivity in “solved”), no topic or impact changes are possible, so the request is rejected.
- Wrong topic category: TTC is only possible for specific post‑purchase topics (mainly selected Refunds/Repairs/Exchanges topics plus selected Delivery topics). If the ticket is outside the allowed topics, it will be rejected.
- Missing or incomplete required documentation/proof: for many TTC requests (especially “Defective product” and others), the required documents must be included in the request. Incomplete requests are auto‑rejected.
- Documentation is not valid based on timing rules: for example, pre‑purchase test reports must be within 30 days before purchase, and post‑purchase reports within 7 business days after receiving the device (with a defined exception for “device locked”). If these timeframes are not met, the request can be rejected.
- Case type where TTC is not allowed at all: some defect types are explicitly listed as “no ticket topic changes allowed”.
- Seller is blocked from the TTC process: if there was misuse or repeated invalid requests, the seller can be temporarily blocked, and then requests are rejected automatically during that period.