Share only what is needed
A model name and description of the problem are usually enough to start a conversation. Avoid sending private photos, identity documents or account secrets.
Discuss testing
Ask which functions need testing and whether you can enter the device passcode yourself at handover. Back up and remove sensitive content where practical.
Authorise data changes separately
Software restores and storage replacements may erase information. Make your priorities clear and agree to any erase separately.