What to do when negative feedback is left

[gmaccessoryzone]

Hello, I would like to know as a seller what is one supposed to do with a buyer that has left negative feedback calling them a thief.  I was contacted by the buyer about an item that did not work for him.  I told the buyer that they could return the item and I would refund the full amount including the return shipping cost and that they use the ebay return feature.  They told me that it was too difficult and basically to me to refund the money or else.  How many stores refund a customer before the item has been returned for inspection first?  So the next day they left the negative feedback.  I did reply to the feedback and also reported the buyer simply because they used the word thief.  Ebay has never contacted me after I reported this buyer.  I guess if you're not selling thousands of dollars on Ebay they don't care to respond or follow up on these requests.

I would like a change on how buyers leave feedback.

1. Before leaving negative or neutral feedback they have to contact the buyer first.  Most times the buyer will work with the customer because they want the customer to buy again.
2. The buyer has 48 hours to respond if the buyer does not respond the feedback is left.
3. If there is no resolution then Ebay can step in.
4. Ebay needs sellers, buyers want confidence that they are buying for sellers whom they trust. Ebay needs to make sure sellers get a fair and honest feedback.
5. Ebay needs to follow up and contact the sellers and buyers complaints.

If buyers rely on feedback left by disgruntled buyers who wins.  No one