Negative feedback, buyer never contacted me to ask for resolution or refund

Question

Logged in the other day and very surprised to see a negative feedback. My only one. It was for an item sold and delivered back in July, a handheld video game, brand new in box. He said it only lasted two months and now has lines across the screen. I replied and asked why he didn't contact me before leaving bad feedback. I then sent a feedback revision request and offered him a full refund if he sent it back (so I can attempt to return to manufactuer) or if it was playable and he wants to keep it...

rfmtm · Accepted Answer

You do nothing until the buyer opens a Return Request.  Then you try to resolve the problem.  If you are able to make the buyer happy, you then ask nicely if they would revise their feedback.  Never waste a Feedback Revision Request, if a buyer doesn't agree to it ahead of time, as you only get so many. Remember you also can offer a followup reply to the feedback.