What happens after I report an issue?
You get a case number straight away, a person reviews it within one business day, and every update is added to that case so you always have one reference for the whole matter.
Your case number
Every report becomes a case with a reference such as MBS-CASE-000123. Quote it on any follow-up and whoever picks it up can see the full history — the photos, the order, what has been agreed and what we are waiting on.
This is deliberately not a plain email thread. Threads fragment across replies and forwarded messages; a case does not.
The statuses your case moves through
| Status | Meaning |
|---|---|
| Submitted | Received. Nobody has looked at it yet. |
| In Review | A member of the team is assessing the evidence. |
| Waiting on Customer | We need something from you — usually a photo or a measurement. The case pauses here. |
| Waiting on Supplier | Lodged with the manufacturer or supplier and we are chasing them. |
| Replacement Arranged | A replacement or part is on its way. Tracking follows. |
| Refund Processing | The refund is issued and will land within 3–5 business days. |
| Resolved | Closed. Reply to reopen it if anything is still outstanding. |
What makes a case move faster
- All the photos in the first submission rather than after we ask.
- The order number on the case — without it, matching takes a day.
- Telling us your installation date if one is booked.
- Saying what outcome you want: replacement, refund, part or advice. We will tell you if it is not possible, but it saves a round trip.
Checking your case
Look up a case any time with its case number and the email address you submitted it from. You do not need an account or a password.
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