I sold an iPhone and * days later got a notice that the buyer wanted to return the item...

GetHuman-vluk's customer service issue with Mercari from January 2019

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The issue in GetHuman-vluk's own words
I sold an iPhone and * days later got a notice that the buyer wanted to return the item. I took videos and images of the phone in working condition when I send it out. When I received the phone it was not functioning and it was a newer OS on it which leads me to believe that the buyer switched the phones but I can't access the phone to confirm of the serial number. I e-mailed Mercari and they never responded. The buyer was refunded and I get a broken phone that was working when I sent it out. I want my money back or my original phone back.
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Customer service issue
Reported by GetHuman-vluk
Jan 7th, 2019 - a mon ago
I have an issue with Mercari too
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Seen by 2 customers so far
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GetHuman-vluk started working on this issue
Jan 7th 4:26pm