Yes I pop in a note with all my plants explaining that I pack the best way possible to avoid damage but on occasions something can arrive not 100% due to some rough handling that can occur with Aus post. I always ask for a photo and i replace immediatly when I judge that it is destroyed or un salvageable. Very rarley happens so i just do it. But your items are easily returned and you did the best thing for that customer so I wouldnt worry about the feedback as it shows your a fair person. I know , Neg feed back is a **bleep** if you havent had one before.....