I just received my first neutral feedback, basically the buyer said that I had listed some toddler jeans as barely worn but in fact the knees showed signs of wear. Now I am sure that my son hardly wore these as I remember regretting that I had bought them when he was on the cusp of the next size and when I checked them before listing them they seemed in really good condition. However, they weren't new, it's possible they had a hard time in the washing machine or had some damage I didn't notice as she was obviously not happy with them.
If she had contacted me we could have come to some agreement, I would have refunded her if she wished, but she isn't asking for anything, just the neutral feedback. I have sent an email saying I wish she had contacted me first before leaving neutral feedback but should I offer her a refund anyway and leave a comment to that effect? How much damage is 1 neutral going to do when I have more than 100 positive feedbacks?