Grading is subjective. I submitted a pack-fresh card from a sealed box and unquestionable dealer five years ago. The skittish grader returned it 'Trimmed". I later resub'd and received a 9. It's all a crap shoot.
As far as refunding., This buyer rolled the dice hoping you'd cave. If he truly felt you wronged him, you would've been Neg'd.
IMO, To best protect excellent feedback, sellers should only sell holdered cards.
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