Looking for a moderators advice on this.

We received negative order feedback for an order that was taken care of by Amazon customer service.

From the customer:

order a replacement for a damaged life counter. never received the replacement. Sent the original back with tracking number via the carrier I was required to ship it through. Refusal to refund even after all steps have been followed. Terrible service from the initiated contact to the never -ending loop regarding refund. It is really unfortunate considering.

The customer never returned the item because the return tracking never got a single scan.

The replacement order was cancelled... I am thinking automatically because we never canceled it.

Now we have a 1-star review that Amazon refuses to cancel after we had ZERO interaction with the customer.

We reopened the support ticket about removing the feedback and -immediately- got a denial from 'tam-level2@amazon.com'. No human ever actually looked at our case.

So Amazon customer service tools (no communication with us) and we get dinged for it???