New seller, 2 feedback knocked me down to 90%. What would you do?

[foreverwool]

I am a new seller on eBay but I'm experienced with online marketplace selling (Etsy) and feedback.  I received 2 feedback, one neutral and one negative.  I directly messaged on eBay the buyer on the negative offering a free replacement (it was well packed but still broken in shipping), and they never replied to me.  I then noticed I received a neutral for a smaller bottle than expected.  I have pictures of the bottle by yarn for size reference and even have the ozs on the dropdown options menu, not to mention my price is 1/2 what other sellers are selling the product for.  

Anyway, would you recommend I reply to both feedbacks since my rating is now in the low 90s?  I am used to using 5 stars to judge whether I should reply to feedback (3 would be neutral, and I normally wouldn't reply).  I need to learn what feedback I really should reply to.

[foreverwool]

I don't believe that either feedback broke any rules, so there is no need for them to be removed.  
I did take the neutral feedback about the wool wash as a learning lesson, changed the listing title, and added the fl. oz in the description in a couple of places.  I guess I will retake a picture of that listing sometime this week.  It is an extremely slow seller, so I'm considering dropping selling it and using it as a "thank you" gift on larger yarn orders.   

As to the negative, this was only the second hook to arrive broken in 14 years of mailing them, so I have a pretty good track record with my choice of packing techniques.  Despite what the customer thinks, they are reasonably packed in a Jiffy sealed air-cushioned mailer, but you and I know packages get stepped on, driven over, and 40# packages are dropped on them.   *shrugs* It happens!  

I've sent a cordial letter to let the customer know that I can resend another hook or refund (their choice).  I will refund them in full if they don't reply within 24 hours.  I won't reply to the neutral feedback at this time.  And as for the negative, I will see what the customer chooses and go from there.

Again, thanks for the guidance and suggestions!

[mam98031]

I can see you are trying very hard to do the right thing.

I would not however advise you to refund the buyer if there is no contact with them.  That would likely be just throwing your money to the wind.  A couple things to remember, buyers are not usually at their computers as often as us sellers.  They may not be looking at their emails for days or weeks at a time.  And as far as the refund goes, they may not even notice the refund.  Some just don't track things that closely.  So unless you have a conversation with them, I really wouldn't refund them.

[jennche_9175]

I just posted a negative feedback and it knocked the seller down to 90 percent- first time in over 25 years I have posted negative feedback.

 But the item was listed as New and the front page was torn out of the book. The seller doesn’t accept returns and is slow to communicate. I didn’t bother with an eBay dispute as I need the out of print  book for a class-  it it is frustrating when sellers are not accurate in the listing

I am sure your rating will improve with time - and honestly blocking buyers  who aren’t happy probably won’t do my much as unhappy buyers probably bent return anyway.