Why do live chat seem to rush you and show little interest

[2001stargazer]

I sold a item and the buyer said it arrived broken, however it wasn't sent brocken so I asked for a photo but he never sent one. I checked my tracking and found that it was being held at Royal Mail and he had been left a card asking for him to collect it. So he had made a false claim to begin with. I replied back to him and told he to send me the item back and I will refund him. However he wanted return postage and extra for his time, so I said no to paying extra for his time. At this point the item was still with Royal Mail uncollected.  About 30 minutes later I noticed he had collected the item and left me nagative feedback, which was entirely unfair, so I reported all details to eBay who told me they cannot remove feedback, even though he never had the item when he reported a problem. He still never sent a photo and I ended up repaying him back in full and he has kept the item without any proof of damage. Needless to say I cancelled all my sales with eBay.....For good.