Defamatory Review Removal

Customer made a purchase from us at 23-Feb-2023 22:07

40 minutes later (23-Feb-2023 22:54) we received a message from Amazon saying the item was Damaged, Defective or Incorrect Item?

We’re quick but no we can’t post and deliver parcels within 40 minutes to addresses over 300 miles away. We responded saying there must have been some kind of mistake as they’ve only just purchased and this is the their first purchase from us.

Roll on 10 days and the customer has just left a defatory review, “It was a cheap imitation of the real dog treat. They smell awful, look different from the real thing & even my dog turned her nose up at them & it’s normally her absolute favourite treat!! . Total con. Fake of the real product. Seller won’t do refunds either. I’m a very unhappy customer.”

The customer never asked for a refund and we didn’t receive any further messages.

We have gone to Amazon and asked them to remove based on it being defamatory and uploaded invoices from the manufacturer showing the product is genuine. It’s also triggered an Authenticity complaint in our Account Health and again we’ve had to upload a invoice to it.

Any suggestions how to get this removed? Just getting the usual messages from Amazon saying it’s not a 100% product feedback, doesn’t contain obscene language / personally identifiable information etc so cannot be removed.

This is damaging and going to impact our sales of this product for sure. Any advice please?