First negative feedback

[aeparts1]

So, on my work account, I got my first negative feedback. Of course the buyer never contacted me with a problem. I would have bent over backwards to fix the problem if they had contacted me, we have the part in stock & I would have shipped it out Next Day Air, no charge. But, the buyer would rather leave a negative.

I'm pretty sure I have no options to get it removed, but I did see a "request revision" option. Does that do anything? Worth trying?

I'm inclined to send a refund to the buyer for the part that was damaged in shipping, even though they didn't contact me. Not sure I should.

I'd like to send a polite message to the buyer apologizing for the problem, but pointing out that they should contact the seller if they have a problem.

Aside from leaving a reply to the negative, what would you do?

I've been selling for 20+ years on my personal account with maybe 2 negatives out of 10,000+ transactions, so this is new territory for me.

Thanks for your help & advice!

[aeparts1]

Since this one has been brought back up after a month, here's an update.

I sent the message & refund as I described above. The buyer sent me a message a few days later thanking me for the refund. They  said the reason they didn't contact me & let me know about the problem before leaving negative feedback was "the heater wasn't damage in shipping".  Well, the heater wasn't damaged when I put it in the box to ship it, buyer says it wasn't damaged in shipping, so I have to assume the buyer damaged it, & decided to blame me for some reason.  Buyer said they would revise the feedback, but of course never did.

Fortunately, the negative didn't affect the sales of that item, I have lot of them to move. Other buyers have left nice reviews for them.

Thanks for the helpful comments everyone!