A new failure bus ticket

I bought a new ticket few days before. But I found this ticket is not working. Thus, the bus ticket put a sticker on the ticket and gave me a paid envelope I used the envelope to send back to the Brisbane City Bus office. Yesterday, I got back a new ticket and there is a note to tell me, I can directly give back the ticket with the sticker to the reseller of bus tickets. They will give me a new one.