Negative Feedback On Used items, Buyer Claiming They Purchased New

Hello,

We received the below negative feedbacks:

"This item is not as described on Amazon. It is a used phone." Order # 114-8162398-2095411 (Case ID 16581452561)

"This phone is used. Does not say used in description." order # 113-5588949-3549838 (Case ID 16077278371)

Both cases the buyer purchased a used condition device but they mistakenly thought they purchased New condition and left negative feedback. We Emailed both buyers explaining they purchased in used condition but both didn't remove feedback.

We created a case with Amazon for feedback removal providing all information but they did not remove it either.

Would a mod be able to look into this and have the feedback removed? Thank You

@Jim_Amazon@Glenn_Amazon@Joey_Amazon@Topher_Amazon @Roberto_Amazon@SEAmod