This guideline provides an overview of how to access and use the ticket topic change process correctly.
ℹ️ General information for all categories
Ticket topic change process explained
General guidelines for all categories
Checklists based on product categories
Ticket Topic Change process penalty measures
Video training materials
🖇️ Documentation requirements
Consumer Electronics products
Sports Category
SDA/MDA
FAQs
General questions
When can I ask for a ticket topic change without documentation?
Consumer Electronics
SDA & MDA
Sports Category
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Guidelines by Language
Händler Guidelines für Ticket Topic Changes
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Table of Contents
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✔️
Ticket topic changes will be possible for ticket topics under:
- "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”
- “Refunds / Repairs or Exchanges > Other”
- “Delivery > Delivery overdue”
- “Delivery > Request tracking link”
- “Delivery > Other”
- “Delivery > Lost/Damaged parcel”
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📢
Latest Updates
- Additional No-Documentation Scenario
Change date: 17/08/2026
Point added:
- The customer’s complaint is only about receiving a different keyboard layout standard, for example, ANSI instead of ISO or vice versa.
- Additional No-Documentation Scenario
Change date: 20/05/2026
Point added:
- 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)
- Video and picture quality requirements when requesting a TTC
Change date: 20/05/2026
Point added:
- Please ensure that both videos and pictures are of good quality:
Images must be clear, focused, and taken from an appropriate distance so the device and any relevant details are fully visible.
Videos should be recorded steadily and at a reasonable pace, allowing all relevant details to be clearly reviewed.
Submissions with unclear, blurry, overly distant images or excessively fast video recordings may not be accepted.
Change date: 23/04/2026
- Battery requirements updated for “no documentation required” scenarios
Change date: 18/03/2026
Previous version: The customer complains only about the battery capacity, which is not at 100% (but still above 80%), and does not report any other defect or abnormal behavior of the battery (products with new batteries are excluded).
Updated version: 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 behavior of the battery (products with new batteries are excluded).
- Guidelines translation 🇩🇪
Change date: 17/03/2026
- The ticket topic change guidelines are now also available in German.
- Wrong Ticket Topic (Defect vs. Condition)
Change date: 20/02/2026
Point added:
- If a ticket is categorized under a defect topic but the content clearly refers to a condition issue - or vice versa - please contact [email protected]. We will review and manually correct the topic to ensure the ticket is allocated to the appropriate score and does not impact your scores inaccurately.
- Additional No-Documentation Scenario
Change date: 02/02/2026
Point added:
- When the reason for the customer complaint is solely the non-original display/battery message, and no other defect was reported.
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