If the buyer reports a problem, establish the facts first

If the buyer reports that something is not working, avoid immediate conclusions.

Ask for specific information:

• which function has the problem;
• when it occurs;
• how the item was connected or powered;
• photos or video where useful;
• any visible damage to the parcel;
• whether the issue concerns a defect that was already disclosed.

Compare this information with the documentation created before the sale.

Shipping damage may require a different process from a functional issue or from a characteristic already described in the listing.