Negative feedback for someone else's order?

Hi all,

Looking for some advice as we are tearing our hair out with negative customer feedback which wasn’t even for our order. We’ve contacted Seller Support, gone round in circles and then been locked out of responding further. If we try to open a new case, it flags as a duplicate so won’t let us. Any advice on what to do next would be geartly appreciated.

Here’s what happened:

2nd October. Customer contacted us saying he received an empty which was missing our product. He also attached an image of this box, a competitors’s brand for a similar product. So not only was this a completely different product, but ours doesn’t even come in a box. So either he has clicked to review the wrong order or Amazon has sent the wrong item which is missing the actual product inside. Either way, this product did not come us.

We immediately advised the customer to contact the correct seller and/or Amazon about the issue as this is not our product and most likely not our order. We simply thought he had contacted the wrong seller. It is simply nothing to do with us.

8th October.

1* negative feedback received. As this can’t possibly be our fault, we asked that this feedback be removed.

We were initially told it did not violate Amazon’s policies so could not be removed. The feedback talks about the box being empty so we feel it’s completely product feedback. But regardless, how is it possible that a seller can be penalised for someone else’s order?! Basically seller support are not looking at the order matching so if someone leaves negative feedback and makes the mistake of leaving it for the wrong order, it stands as long as it doesn’t violate policy? Surely this can’t be right.
On the other hand, if it is our order, then FBA have sent out the wrong item and should take responsibility.

We do not know if the customer was sent the wrong item by FBA OR they simply contacted the wrong seller. But either way, this image and original message proves we are not at fault. Seller Support won’t allow us to reopen the case and we can’t submit a new one (as it’s flagged a duplicate).

Any advice?

We have also tried to contact the buyer again as well as posting a public response in the feedback area. However, as this is only negative feedback we have ever received, it’s hard to swallow when haven’t done anything which could have caused this. Indeed, we don’t even know who is at fault…we just know it can’t be us based on what the customer said initially.

Thanks in advance