Customer Left a negative Feedback, that was untrue and unfair

[sherrytucker51gmail]

I called Ebay today, and after holding for 45 minutes or more and repeatley asking for a supervisor , a customer service rep told me, i had to take a picture of the damage goods and wait for the customer to response.  I cancelled an order, and immediately contact the cusomter and explained to them that part of the order was damage.  The customer left a negative feedback and left a untrue statement that i didn't give them the full refund. CS did see the full amount was refund and after speaking to a supervisor Caryl said they can't remove any feedbacks and they can leave a feedback within minutes of purchasing an item and whether they rec'd it or not.     Need some answers because this is no where in the rules.....thanks