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You can request a ticket topic change without sending any documentation (no test reports and invoice) in the following scenarios:

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• 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).
• The product warranty has expired.
• The customer reports a defect but then states that the issue was solved.
• In case the customer selected the ticket topic “Refunds / Repairs or Exchanges > Wrong configuration > Supplier sent wrong”, however, states clearly in the ticket ordering the wrong configuration or product.
• In case the customer selected the ticket topic “More signs of usage than expected**”** and they provided pictures of the product, where it is clearly visible that the signs of usage match the sold product grade.
• Ticket topic change request if customer doesn´t reply > 10 days: in case the customer opens a defect / condition ticket and doesn´t answer afterwards or if the customer didn´t use the return label provided for >10 days, a ticket topic change can be requested.

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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.

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• When the uploaded tracking link provides sufficient proof for “Delivery” related topics (4. Ticket topic changes for the “Delivery” related topics)
• If the customer declares that the product came into direct contact with water, that can be considered as a warranty exclusion, and therefore a ticket topic change can be requested without any additional documentation attached.
• 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.
• 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)
• The customer’s complaint is only about receiving a different keyboard layout standard, for example, ANSI instead of ISO or vice versa.