Have a customer message us about not receiving a product , sent them the standard message . Customer left negative feedback stating that they requested a return label and we never sent one.

opened a case and appeal and they have failed to remove

we used amazon shipping and shipped on time they never requested a return label and if they did we would have sent them one but the message was not received

order number 112-1100260-6269029

since this is really about not getting the item and it shows delivered and used amazon shipping how to get it removed?