Stop packing the damaged unit and move it out of saleable stock. Photograph the fault for an internal record, note when it was found, and check whether the issue affects only that unit or may involve other stock from the same batch.
Tell the buyer what happened before substituting, delaying, or changing the order. State which alternatives are actually available and explain any difference in model, colour, price, or timing. Wait for the buyer's agreement and record the choice.
Inspect a replacement before confirming it and update the stock record for both the damaged and usable units. Do not imply that another item is identical unless its specifications match. Agree any revised payment or seller-managed delivery arrangement directly, and follow the return terms that apply. Keep the damaged unit unavailable until it has been assessed.
