I noticed in your reply that you state "Maybe the warehouse team made a mistake."
I assume you sell many items if you use a warehouse so you may not contact the buyer on many sales.
As a small seller, I usually contact the buyer after payment to congratulate them on their win and state when I will ship out the item. This opens a line of communication that can be beneficial for repeat business and any problems that may occur after the sale.
Example: I sold a comic book and packaged it the way I often do. Somehow, the item was "bent" when the buyer received it. Although he left me a positive feedback, he stated that it arrived bent. I contact him again to give my apologies and asked if he would like another comic for free (I unfortunately did not have the same to replace). He thanked me for my offer but decided to keep the comic and just asked for stiffer cardboard to be used if he purchased anything else from me.
Never had bad feedback and I think it was because I usually contact buyer to let them know when I will ship.
Easy for me to do as a smell seller. I don't know how large sellers handle that.
