Ah I see. I was rather shocked that they still left positive, yet never replied to one of my messages.

It does seem unfair though that OP went out of their way to make the customer happy yet still received a neutral. I personally dont really have those problems having only ever received one neutral on my original account that I did consider fair and the buyer was well in their right to leave it. I feel lucky it wasn't a negative as I was totally in the wrong having advertised a couple of items in a girls clothes bundle as girls sizes when they were actually womens. I didn't do it intentionally but it was something I overlooked when describing the items.