Buyer never contacted me for warranty!

@middleman the buyer never contacted me for the warranty for the crunchyroll account, he only changed the order status in a locked 3 way ticket. But still he dropped a feedback on my profile that I'm not replying. How can I know the problem of my buyers without letting me know! @middleman I request from you please remove the negative feedback left my this buyer.
He don't know how playerUp acutely works.