I have a order that the Customer sent over request to Cancel threw Amazon and it will NOT cancel in the system, told it must be a glitch

I have spoken to Seller Support multiple times, no one on that end knows how to cancel this purchase, many times they just hang up on me. I can't cancel it, agents have sent over to Amazon shipping many times, since it was a Amazon shipping label used they write me back just explaining how to use Amazon shipping, the BUYER called Amazon and tried to do it and Amazon sent me something over in my messages and I screenshot it as proof, that I approved the Cancellation, Amazon states it must be a glitch in the system, the buyer was refunded immediately when Amazon never came and picked up the package, threw Amazon shipping. She repurchased this item and we used a different shipping method, but I have tried for 2 weeks now to get someone to fix this and I have have came here in hopes a Mod can find someone at Amazon to fix this issue. My latest case # ID 15177728451 as to date 5/3/2024 it is still showing I need to ship this order.