How best to resolve this?

[cornflower3]

The item never arrived, but instead of contacting me for a replacement, gave me negative feedback and all no stars.  😞

How do I handle this?  Can I ask them to remove the feedback?  My listing says that if the item does not arrive in a timely way to contact me so that we can resolve it.

I'm hardly in control of Australia Post.  😞

[*sparklz*]

Contact the buyer and ask why they did not contact you and you are more than happy to send a replacement if they still want one.

If they are happy with that ask them if they will agree to a request to revise the feedback once they have the replacement and go from there.

[cathy1971]

Happened to me also.  customer left neg without contact.  All for $2.60.  I tried contact as said I would refund but they had to revise feedback.  Nothing.

It is annoying that they do not contact when we could resolve problem without neg.  try and contact and see what they say

[kopenhagen5]

cornflower, I doubt that neg will affect your sales very much and marking no stars doesn't affect your rating, only marking them 1 or more does.

You could send a message offering a replacement if you haven't already. Then if they are happy with the item, ask them for a feedback revision which you send.

It sounds as though you have done the right things and sometimes there are buyers that don't understand the system or are impossible to please.

[carly2579]

i  feel for you OP   i hope you get it sorted

[cornflower3]

I have sent her a replacement today... and I double checked her postage address with her before I sent it.  I'll ask her to let me know when it arrives, and to reverse the feedback at that point.  She's been very abrupt, obviously not a happy camper!  But as I said.. I'm not in charge of Australia post!  At the end of the day I've done all I can and I guess that will have to be enough. 

[cornflower3]

I'm guessing she put 1 star as 3 out of 4 of my ratings dipped down.  😞