This guideline provides an overview of how to access and use the ticket topic change process correctly.

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General information for all categories

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Documentation requirements

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FAQs

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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” </aside>

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Latest Updates

• Clarification on requirements

Change date: 26/11/2025

Section added: 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.

• Change of layout

Change date: 21/11/2025

Change: We’ve updated the layout of the page for a better overview of the guidelines. There is no change in context.

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