Buyer left negative feedback regarding a refund and eBay says it doesn't qualify to be removed

[poroger]

A buyer spotted a flaw in an item I sold him, that I wasn't aware of.  I apologised and offered a full refund or partial refund if he wan'ted to keep it.  He asked for a free item or a full refund if I couldn't provide something free asked for my postal address to return the item.  I agreed a full refund but said he had to request the refund via eBay's procedure so we were both protected but he said this was too complicated and that I'm trying to hide behind eBay's rules.  I've explained this is the usual and simple procedure but he's left feedback saying he's unable to return for a refund.  

I've started the appeal for removal with him directly, and appealed to eBay to have the feedback removed but they say it doesn't qualify for removal.  I've done live chat with eBay to follow up but I'm being told the same thing.  My feedback rating has dropped to 75% as I've only sold four items this year 😞   Any advice is much appreciated. 

[tobiasd4]

Nothing in comments that ebay will remove.

But worth contacting ebay again 1st thing in the morning, should get Dublin.

Explain that you are happy to accept return if buyer opens case, which you have advised buyer to do.