Why is Chat not working. I have unfair Negative feedback I want removed.

[lotsofgoodstuff5]

A buyer purchased an item of mine back in December, 2017 for $10.  It was supposed to be a cash transaction because the item was already so cheap and fees from Paypal and Ebay would eat up the funds.  Buyer was not the person collecting the item either.  I then checked the Paypal transaction and they were not US Verified.  She would not make a time to pick up also.  Only when it suited her or her husband, whomever she was sending.  This all made me nervous, so I cancelled the transaction and credited the funds back to her.  I then got nasty feedback, which I responded to, but the Feedback with a lowered percentage sits there and possibly hinders my sale of items for 12 months, which is so unfair.  3 months I could handle but 12, rediculous.  Does anyone else think, as a Seller, this is unfair?  Has anyone else had this happen to them?  What did you do?