So i just started learning about defect rates today. I check and I have 2. I believe it's from a buyer who left a positive review but gave me three stars on item not as described. it was one size and apparently his head was too huge... The second one came from a case for item not received. -tracking uploaded to paypal -buyer opens case a few days after item not received on time. -Buyer could have escalated it to ebay on 29th, didnt cause I called him 2 explain. -buyer is new 0 feedback -i respond asking him to be patient -it doesn't come on time I call him asking him if he wants a refund or an item to replace which I will send with faster shipping -he chooses item. I should have tracking number 2day to give to him. -I called and asked him to close case, he said he would..still hasn't. I can't upload the original tracking number to the case, because I ordered from another ebay member (two reasons, first class mail was taking 3-5 days longer than estimate and my stock was running low). What can I do to get the defect remove? Call and ask him to close case and leave positive feedback?