I sold a pair of women's sneakers, listed as new without tags. They belonged to my fiance so I know that she had never worn them. Buyer purchases 2 pairs, I hook her up with a discount. She wants to return one pair because she states that they aren't new. My policy is no returns (even though I always issue returns). I message her and say something like "I'm happy to issue you a refund. Please send them back to me and I will issue it as soon as I receive them. Also, I just wanted to let you know that the shoes belonged to my fiance, and she had never wore them, so I was being honest when I said that they are new."
She leaves neutral feedback. People are so unappreciative and rude - I go out of my way to give her a deal on the shoes and accept a return with no hassle, even though my policy says no returns, and she leaves neutral feedback.
buyers on eBay don't think about negative/neutral feedback the same way as we do as sellers. many buyers think giving you 4/5 stars on the detailed seller ratings should be the standard and 5's are reserved for people who go above and beyond. any top rated seller knows how important it is to get negatives/low DSR's. It's a bit of an information asymmetry problem.
I have said it before, but I think eBay should limit the negative impact of buyers who trend towards giving negative/neutral feedback and low DSRs, as it unfairly brings down the average.