Via your personal account you can view the current status of your Service Request:

In progress = Your Service Request is currently being processed by us

Waiting for pictures = For some Service Request reasons a picture is required. If a picture is required then this status will be visible. You need to upload a picture before we can start to handle your request
Waiting for product to be returned = If you need to return your item this status will be visible until we have received your item. Once we have received them the status will update to the following:

Product received, in progress = Your items has been received. We are now in the process of handling your request

Resolved (refunded) = Your Service Request had been resolved and you will soon receive your refund

Resolved (replaced) = Your Service Request had been resolved and you will soon receive your replacement in a new delivery