When a buyer reports an electronics problem, compare the exact model, condition, included parts, and description shown at sale. Ask for an order reference and a concise account of the fault; photos may clarify visible damage but cannot establish every electrical issue.
Preserve the original listing and dispatch messages before deciding what happened. If safe and practical, document a simple check, but do not present one successful power-on as proof that every feature works.
Apply the return terms shown to the buyer and any applicable consumer protections. Explain what information you need, who pays any agreed transport, and when you will update them. Avoid promising repair or replacement before inspecting the item and confirming the available options.
Correct the listing if the case reveals inaccurate model or accessory information. Record whether other units from the same batch need review, and keep the case details private.
