packaging damaged in post and buyer has left neutral feedback

[countydurhamlass]

i always parcel my items up the same way and never had any problems. My postage prices is always the actual cost (sometimes i have even charged less than the postage).

i recently sold two items to someone and as soon as the items had ended they asked if i could give a discount. i said i was sorry, i couldnt as it would cost the same (albeit i save on packaging which i dont add a lot for). i said if it was a lot less then i would give a little refund. It then took them two days to pay. the actual postage cost me about 50p less than i had charged them in total (not taking into account how much the packaging cost).

The buyer has now left neutral feedback saying that the packaging was all torn and everyone could see what she had bought and she wasnt happy. She didnt even email me first! when i sent the parcel it was ok. i am a little annoyed and upset.

i have emailed her and waiting a response. WWYD? should i contact royal mail and complain? i have no proof of the damaged package. Would you just put it down to experience and ignore it? I have had very positive feedback on all my sales up until now so not happy

I would just leave a calm measured response then move on and forget about it to be honest

I would say something like, I wish you had contacted me first before feedback. Sorry Royal Mail damaged your parcel.

Something like that - polite and calm.

Then honestly, don't worry about it, the buyer may agree to revise it but I doubt they will

also I think you should have maybe offered a small discount - did the buyer pay at the same time, if so only 1 paypal fee. did you also send them in the same packet, even 50p discount or partial refund would have been good. If you didn't combine the postage you should have sent them separately, but if you did put them in 1 parcel then you would have saved on packaging, this saving you could have passed on?