How do I respond to a review on my product detail page?

A review has been left on one of our products, on consumer facing amazon, on the product detail page. There is no name on the review. just ‘Amazon Customer’ and it says it is a verified purchase, but there is no way for me to trace the order in which this review came from.

The review is unrelated to us or our product, it is actually a complaint towards the FBA team and how they have packaged the product. This review is now hurting our listing, and multiple people are clicking that the review is helpful.

I have contacted Amazon and without the order ID they are unable to investigate removing this review.

I want to respond to the review, but I cannot see how I can do this. I have checked a few other posts on this forum and they have referred to a comment section, which I don’t seem to have on my account.

If someone could point me in the right direction, or offer any other help/advice it would be much appreciated.

Thank you.