Can't find customer order

Hi,

A customer said an item I sold was damaged however normally when a message comes through it has the item to the right side that the customer is complaining about however this was not there. I have asked for order ID and the name of the item but nothing relates to an order. I have check FBA and MFN for the order ID and nothing matches. I have only sold 2 of these products and nether relates to the customer inquiry…

Thanks