how do i contest bad feedback

[honestrod2011]

i recently received my first bad feedback.the customer claims the taillite i sent was cracked.he did not communicate with me or ask for a refund.i offer a full money back refund and will cover return shipping if we are at fault.i have worked very hard to maintain 100% positive feedback sometimes losing money to keep my customer happy.the taillite did not leave here broken.it could have been damaged in transit in which case i am more than happy to offer a full refund immediately.i feel it is unfair that my perfect record is blemished over this.i have contacted ebay twice and have gotten no response.am i doing something wrong here?

[heidilynn0_3]

Hi .. Ebay will not help. Only option is to contact buyer and try to resolve along the lines you state. A happy buyer may then be willing to accept a revision request..

http://pages.ebay.ca/help/feedback/revise-feedback.html