How do you reply to negative feedback?

[frchat]

A customer claimed he didn't receive what he ordered. He send pix of a pair of worn out shoes that didn't even match what he bought. I have been on EBAY since it began. EBASY found in my favor; however in the meantime he posted negative feedback and EBaY won't remove it. They suggested I reply to it. I can't find how to do that. AND I can't even post feedback on him. 

[woodland_gnome]

Go to your Feedback Profile (click the (2311) under your ID and "Explorer" at the top of your question).  You will either get a new format page where there is a "Reply" link under the "When" column for each feedback received or you will get an old format page that has a link to "Reply to received feedback" at the bottom of the page.