order dispute and FB issues

As a seller on this particular platform, I find it very disheartening to continue my business when a buyer can come by and scalp orders that are spiked cards and not adhere to the terms of service that I have in my profile, and now it's becoming harassment issue with this particular individual and I cannot get this person removed from the site and they continually leave me negative feedback I would really Like to have an admin contact me directly because this has become a headache, I pay you guys every month for my sales so I think you should implement a solution by having all orders to be discussed before being finalized to deal with spike card issues.