Buyer feedback

[my_cherie_amour]

Good afternoon. My buyer left neutral feedback claiming item did not work but never contacted me regarding the issue. What is the next step? do I refund ? No contact from them or ebay regarding an issue so am a little confused. 

I did try and send a message to them to find out but it does not seem to send and auto message says the buyer should contact CS 

[jckl1957]

You only need to refund them if they open a case.

You could respond to the feedback by offering a refund - something like - 'I am so sorry the remote didn't work. Happy to refund in full if you open a return case.'

[61stephenuk]

Do nothing unless they open a case, if they do that come back here

[john1297576]

If buyer opens a return case which is what they should have done in the first place, not just leave feedback, and item has been returned and refund made, then you can then send buyer a feedback revision request.

https://www.ebay.co.uk/help/selling/leaving-feedback-buyers/replying-feedback-buyers?id=4102&st=3&po...

[my_cherie_amour]

Great, thanks everyone, will see how this goes. 

[my_cherie_amour]

Buyer has replied to message with this answer. 

Based on their previous experience with Amazon remotes, they accepted that the fault was not necessarily because the remote was faulty but due to connectivity issues that are well documented on Amazon customer platforms.

Do I offer a refund as it seems its not actually faulty?  I would have preferred some kind of correspondence from buyer before they left feedback.