We are introducing a new pilot repair process for customers in Germany whose smartphone problem is not covered by warranty. It gives customers a clear next step while reducing the workload for sellers in out-of-warranty cases. By continuing to support customers after the warranty period, the service can improve customer satisfaction, strengthen trust in sellers and refurbed, and support repeat purchases and customer retention—without introducing new costs or operational changes for sellers.
The pilot applies when:
- The 12-month seller warranty has expired, or
- The issue is excluded from warranty, for example because of accidental or physical damage,
and the customer does not have applicable insurance or extended warranty coverage.
Eligible customers will receive an automated message informing them about a repair option offered by our external repair partner, Handy Reparatur 2GO. Customers can choose between a mail-in repair and a walk-in repair at one of five locations in Germany.
The repair is arranged and handled directly between the customer and Handy Reparatur 2GO. Sellers are not responsible for arranging or managing the repair.
What does this mean for sellers?
The ticket will be shared with the seller and can be found using the ticket search. However, there will be no dedicated view in the seller interface for these tickets.
After the automated message is sent by refurbed, the ticket will be placed in Pending status. While it remains Pending, it will not appear as a ticket requiring the seller’s attention.
✅ If the ticket is Pending, no seller action is required.
If the customer replies, the ticket will reopen and become visible to the seller as a ticket requiring attention. The seller should then check the customer’s question and proceed as follows:
- If the customer has a different question that the seller can help with: Reply and handle the request as usual.
- If the customer has a question about the repair process or it is unclear who should help: Create a Help Request so refurbed Customer Service can review and assist. Repairs are handled directly by Handy Reparatur 2GO.
Please note that refurbed Customer Service will not automatically become active in these tickets. Customer Service will step in only when the seller actively requests support by creating a Help Request.