If I were you I would listen to Kav and call one more time, but this time refer them to the ebay seller performance and feedback policy - https://www.ebay.com/help/policies/selling-policies/seller-performance-policy/seller-performance-defect-removal-policy?id=4352
"We automatically remove defects in certain situations, including where we find the buyer was at fault, if the problem was caused by an eBay site issue, or if there was an issue outside of your control like shipping service delays, or items being delayed because of an extreme weather event."