Can anyone please help with this issue?

@Ezra_Amazon @Jessica_Amazon_ @Winston_Amazon

A customer purchased an order from me on Sunday, so it has not yet been delivered as it was dispacted yesterday as per Amazon timescales, it is due to be delivered tomorrow or Friday as per Amaozn policy and order details. Customer gave a negative review for this order stating that only part of it has arrived, only one item was ordered/sent and Royal Mail Tracking shows they have it (RM) and that is is not due for delivery until tomorrow or Friday. They also stated they sent us messages and we did not reply, no messages were ever sent to us by this customer.

I believe that the buyer provided feedback for the wrong order. Our Account health for feedback has been 100% for the past 90 days+ and now becasue of this we have dropped down to 88%

I have messaged the customer and asked for them to remove the feedback, but they stated "NOT UNTIL IT ARRIVES". So basically he has been allowed to provide feedback before an item has even been delivered. I have raised a ticket with Amazon, but as usual they state it does not go against their policy for feedback removal, even though they miss the point, how can negative feedback be provided before an item is actaully due for delivery.

Can someone please look into this, as it has impacted our account health or any ideas how to take this further via a legal avenue?