Order shipped with label on time, order shows protection from claims and OTDR.

Customer leaves negative feedback, I request removal but denied, I tried to appeal but was directed to support, talked to support and they escalated the matter but again denied, I replied with copy of the Amazon Buy Shipping protection showing that we are protected from negative feedback but no help at all. This customer also claims there were dents all over it, it may have happened during shipping (we sell A grade on Amazon, what they are saying is impossible). The customer never sent us pictures or opened a return indicating that this may be from a different seller altogether.

Why is Amazon not removing or strike-through the comment and remove our defect when we followed the rules and used their label service that promotes protection from negative feedback ?

Please can anyone help here ? any moderator help will be appreciated.

Order ID 113-3876084-4602655

Case ID 17239882891

Can any mod help with this ?

@KJ_Amazon @Danny_Amazon @Sandy_Amazon @Tiff_Amazon @Blake_Amazon @Roberto_Amazon @Quincy_Amazon @Joey_Amazon @Josh_Amazon