Two different customers complained about poor packaging. One complained about non-receipt.
And you have a customer who did not recieve his item but was content, if not happy, with a refund.
So. It looks like you have to do better on packaging. Remember that Canada Post tells shippers that in their automated process any parcel may have a two foot drop and then have a 50 lb parcel drop on top of it. Will your items withstand that?
You can ask those buyers to revise their feedback in exchange for a refund or partial refund. You are allowed to ask that the (damaged) item be returned. You may be best either to ask for photos or to offer to pay return postage. No guarantee that this will succeed, espectially if the feedback was left without warning.
For the Item Not Received problem, if you used Delivery Confirmation of any type, add a Response, calmly and politely giving the DC number and date of delivery if any.
The big problem you have is not the feedback. The buyers seem to have been very hard on your DSRs. If those drop below 4.3, your ability to list and sell will be restricted. You may also lose any TSR/PS discounts you may have been getting.
