Even the staff at Ebay dont know all the rules, while back had a unfair neg from a buyer, emailed Ebay to have it removed no reply and nothing happened, so sent asecond email and the feedback was removed within minutes, so was happy with that, then a couple of days later got a email from my first appeal, stating that was the buyers overall conception of the transaction and therefore the neg wont be removed, guess what little did they know the second customer service person had allready removed it, case of the Left hand does not know what the Right hand is doing, so who is captaining this ship anyway ?