Customer left feedback to blame amazon and us stole his/her money

Hi everyone,

I wanted to share a situation that’s really left me confused and frustrated—and I’m wondering if others are dealing with the same thing.

A customer’s order was damaged in transit (confirmed by the shipping company), and couldn’t be delivered. As soon as we were notified on April 1st, we issued a full refund right away and explained that Amazon would process it in 3–5 working days.

To show good customer service, we also offered them a goodwill discount for their next purchase.

The customer responded by asking:

“How do I reorder?”

“How do I use the discount?”

We replied clearly and helpfully with full instructions.

Then suddenly—without warning—they left this negative feedback:

I haven't received my package and still they are not sending my money back. I have lost my money.

My feedback Response after damaged done by customer : Ah yes, because Amazon is famously known for stealing from customers, right? Come on now everyone knows customers are practically untouchable on here. So what was the lie for? Bit of drama for the day?

We had already refunded them. We were polite, helpful, transparent, and even gave a discount. This feedback is not only misleading, but completely unfair.

It feels like no matter how much effort we put in to provide great service, we’re always one message away from someone damaging our reputation without reason.

I want to ask the community:

How do you deal with feedback like this?

Should Amazon intervene more actively when feedback is clearly inaccurate or unfair?

And why is it that happy customers rarely leave positive feedback, while unhappy ones are always quick to write a bad review—even when it’s undeserved?

Looking forward to hearing how others are handling this.

Thanks,