Need seller feedback removed after Feedback Manager appeal case has closed

Dear Amazon's Forum Support Team,

I need assistance with feedback removal for a comment that is entirely a product review. The feedback discusses only the product (mentions mascara being dry and hard to open) and does not reference me as a seller. Per Amazon's Feedback Removal Policy (https://sellercentral.amazon.com/help/hub/reference/G20231), such comments should not remain in the seller feedback section. The relevant Order ID is 113-0111553-7231464.

I initially opened Case ID 16872252731 through the Feedback Manager, but it was closed after I missed the response window. I’ve since opened cases to either reopen it or have the feedback removed, but the support reps seem to misunderstand the issue. At times, they respond to points I never raised or completely ignore key details in my messages.

I kindly request that this feedback be reviewed and removed in accordance with Amazon’s policy or that my case be escalated to someone who can assist properly.

Thank you for your time and help!