Which ticket topics can I request a change for?

• You can request a topic change for the following:
  • "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"
  • “Delivery > Lost/Damaged parcel”

What documentation is required for changing the ticket topic for a defective product?

• Smartphones: Pre- and post-purchase test reports with QR codes, invoice with IMEI number.
• Laptops/iPads: Pre- and post-purchase test reports, invoice with serial number.
• Other products: Test reports or alternative proof, invoice with serial number.
• In all cases, video proof (e.g., of a working screen or device) with visible IMEI/serial number may be required.

Can I request a topic change without documentation?

• Yes, in these scenarios:
  • The customer complains about a battery under 100% capacity but still above 85% for smartphones, 80% for other categories, 90% for premium grade.
  • The product warranty has expired.
  • The customer reports a defect that resolves on its own.
  • The customer ordered the wrong product or configuration.
  • Pictures provided by the customer clearly show the condition matches the product grade.
  • 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.
  • When the reason for the customer complaint is solely the non-original display/battery message, and no other defect was reported.

What happens if the required documentation is incomplete?

• Incomplete requests will be automatically denied, and the request will be considered incorrectly submitted.

How soon can I request a topic change after ticket creation?

• A ticket topic change must be requested within 45 days from the ticket creation date.

What if the issue can’t be proven with a test report?

• For issues like audio problems or motherboard defects, provide alternative proof (e.g., video, photos, temperature stats). Issues like ghost touch or sporadic defects cannot be proven and will not be eligible for a topic change.

Can I change the topic for delivery-related issues?

• Yes, for delivery issues like "overdue delivery," "tracking link requests," or "other delivery concerns," you can submit a topic change with relevant documentation such as tracking links or carrier statements.

What if the customer doesn’t reply or use the return label within 10 days?

• If the customer doesn’t respond or use the return label after 10 days, a ticket topic change request can be submitted.