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Responding to Pearl Abyss Support Ticket?!? HELP

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Hi everyone,

I am hoping someone here might have an answer for me since I can't seem to find the information anywhere else on the bdo website/forums.

I accidentally deleted my kzarka weapon when I was deleting trash loot from my inventory. I submitted the item recovery request per all the pearl abyss instructions. I got a response within 24 hours asking me to respond with confirmation of various things (family name, character name, etc). But the response to my ticket came through my email, where the disclaimer says not to respond to the email (its a noreply@pearlabyss email). So then I go into my ticket and there is no form of reply or communication there either. WHERE DO I GO TO CONFIRM SO I CAN GET MY ITEM BACK?! There is no way for me to respond back to the support tech on my ticket even though they are waiting for my response to move forward.

Am I just dense? Am I missing something? If anyone has experience with this and can point me in the right direction, I would greatly appreciate it. I feel like I am taking crazy pills.

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No, it's extremely complicated, and not set up very well. We are currently working on reworking it so there won't be confusion like this anymore. What you need to do it open a separate ticket and agree to the terms on the separate ticket. 

Let me know if there is anything else I can help with :)

CM Valtarra

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