KenMice left a neutral feedback, over an order that was complitely refunded

[ITALY]

Date that sale/trade took place: jan/18
Method of Contact Used: www.ezboosts.com
Instant Messenger ID of other party: I've no idea, he ordered onsite
Your Instant Messenger ID: Delay#4124
EpicNPC Account of other party: https://www.epicnpc.com/members/616808-KenMice
Other information:

Sale/Trade Information
######################
What was bought, sold or traded? A boost (https://www.epicnpc.com/threads/1153681-to-diamond-30eur-to-master-60eur-gm-90eur-💯-PC-PS4-XBOX)
Link of transaction thread: https://www.epicnpc.com/threads/1153681-to-diamond-30eur-to-master-60eur-gm-90eur-💯-PC-PS4-XBOX
Approximate value of property: 24 USD

Was a middleman used?: No
If yes, who?
Describe why you believe the feedback is wrong:
The user left a neutral feedback for an order that took 2days (i was on vacation) as soon as i could i refunded him
Less than 48hours after he ordered i had already refunded him
Our TOS clearly state that we can take up to 48hours and if contacted we'll offer a refund if requested, which we did
"However, in the event where a service is not delivered as promised, or other conditions are not met pertaining to the order, the customer may contact us via email, live-chat or skype within 48 hours of the finishing of the order, or while the order is in progress. Any claims against EzBoosts.com after that period of time are going to be judged by the Sites representatives according to the provided proofs by the user of the service."
I don't understand why would i get a neutral feedback that ruins my 100% positive feedback, for an order that was refunded in less than 2days because it could not be assigned to anyone, as at the time we were flooded by orders (season end)
So, as the order was refunded and resolved, respected our ToS (that he accepted when ordering) can i get the feedback removed please?

I dont deserve a neutral feedback as i haven't scammed him or provided a service different than the one he requested.

 

[doomedtofail]

Well even if it was negative and removed it would still be neutral, we do not delete feedback completely anymore sorry, unless its completely false and or against wrong person. This is a true feedback sorry.

 

[ITALY]

Well even if it was negative and removed it would still be neutral, we do not delete feedback completely anymore sorry, unless its completely false and or against wrong person. This is a true feedback sorry.

I am sorry i reopened the therad.
But if he had opened a scam report and i solved it, then the feedback would have been removed.
I skipped this whole process by refunding him and respecting our TOS that he accepted, means he's fine waiting 24hours for an order, or a refund after 48hours (i repeat, i sent a refund before that) and im awarded a neutral feedback, over an order that did not happen???
It makes no sense, he accepted waiting 24hours, which is an extremely reasonable time, it's like you sold someone something and he leaves you a neutral because he just felt like it.
Our terms are veryr easonable, we're not PA and we care about our costumers/opinions, so considering 24hours is merely a day, why would he be allowed to leave me a neutral??? If you sold me a pair of shoes and everything went fine according to rules why would i be able to leave you a negative feedback? That's the very same case.

It's not like i'm asking for people's opinion not to be heard, i'm fine with his opinion, as long as he leaves it based on something true, he can't just leave a bad feedback for no reason, as i said his reason is non-sense because waiting 24hours is complitely normal, and he accepted our ToS and we clearly state that our orders can take 24-48hours to be accepted !

We provided the service he requested. Which get boosted within 48hours or get refunded, and we made him a favour refunding him before the said time

 

[doomedtofail]

"But if he had opened a scam report and i solved it, then the feedback would have been removed."

It is not anymore sorry thats the rule. If it was negative in a dispute it would be changed in dispute to a nuetral. Sorry. Theres no limitation to neutral feedback he had a non positive experience nor a negative one.