Do not decide immediately that the buyer is dishonest or that you must refund them. Establish what was sold, what was represented, what the buyer says happened and which platform or legal framework applies.
1. Keep communication in writing
Ask for the exact symptom, when it began, what has been tried, photographs or video, and whether the phone has been dropped, opened, reset or updated. Do not ask for passwords or unnecessary personal data.
2. Compare the claim with the listing
Check the original description, messages, condition record, IMEI and test video. A genuine private seller generally does not provide the same quality remedies as a trader, but the item must match its description and the seller must have the right to sell it. A seller acting as a business cannot avoid trader obligations merely by calling the sale private.
3. Use the platform process
If the sale took place through a marketplace with a dispute or return system, follow it. Do not agree to a partial refund by bank transfer while a separate platform claim remains open. Do not accept a return to a different address or outside the tracked process.
4. If a return is agreed
- Require tracked delivery and preserve the package opening record.
- Check the IMEI and serial against the sold phone before discussing the fault.
- Check for new physical damage, account locks, missing accessories or unauthorised repair.
- Do not access buyer data; ask the buyer to remove accounts and erase the phone appropriately.
5. Choose a proportionate resolution
Depending on the facts, the fair response may be technical guidance, return and refund, a partial contribution, rejection of the claim or escalation through the platform. Do not describe this article as legal advice; significant disputes may require Citizens Advice or independent legal advice.
When fraud is suspected
Preserve evidence and report through the platform, bank and relevant police-fraud route. A disagreement about condition is not automatically fraud.
Related guidance: Return to Selling and Recycling for related options, then use the Selling and Trade-In Guide before committing to the final choice.
Sources and date checked
Changing terms and operational details were checked on 25 July 2026. Recheck the current provider, marketplace, courier or recycling terms before acting.
