96.5% is a horrible rating on eBay.
I have to disagree with that percentage as a hard and fast rule. YES if the feedback numbers are in the 1000 range and there are 35 negatives. But what if the seller has sold 30 items and 1 person leaves a negative response?
I have had that happen to me, to no fault of my own. Buyer complained the item was missing parts and faulty but never requested a refund or to send it back. There I was at 96.5%.
eBay is ALWAYS favoring the buyer regardless as to whether the seller was wronged or not. I had to refund an item once after the buyer broke it after having it 2 weeks.
Put a bit of a bad taste on being a seller. Most sales are fine. Some a crap-shoot. "You pays your money, you takes your chance" as the saying goes.
eBay cuts both ways.