 Feedback advice please
Hi guys, quick question just to get this off my chest. Hoping for a bit of advice if possible.
I've been selling hot water bottles (sourced from China) for a short while and got a DM from a customer saying it was leaking. I sprung into action and agreed to send her a new one, refund her postage costs for sending mine back and it was all seemingly sorted in a friendly manner.
Next thing a neutral feedback drops where she just openly says it was leaking and had to send back! I've tested it rigorously since the return and clearly she wasn't tightening the stopper properly so it wasn't even leaking.
Sorry so long. Only got a handful of reviews so this looks bad. Should I reply or just let it go and move on.
| 
