How to handle negative feedback if unfair?


I just received my first negative feedback. Customer purchases bulletin board cutouts. They were shipped FBA. Her feedback states that it wasn’t what she expected and item wasn’t as described. The picture and description are the exact ones used by the manufacturer. These are from a popular set, so I’m not sure how it could be not as described. I’m looking for suggestions on how to handle this. Do I ignore and just accept it, call Amazon, or contact the buyer. If you suggest contacting the buyer, I’d also like suggestions on wording. I don’t want to do anything that might harm my account.

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