Is there any way to escalate for Amazon to remove a negative feedback whereby the customer has actively said in the e-mail that they have left the feedback in error and want it removed but can’t work out how?

We sold a product to an elderly lady and literally minutes after the order was accepted by Amazon (around midnight) we received the feedback ‘Return & refund requestwd’ (sic)

Obviously this isn’t a valid feedback since it was left well before the order was received and processed by us. The customer has said the product arrived fine, in good time, worked perfectly and they just got a little muddled and that they’d like to remove it but despite copy pasting the instructions they are unable to work out how to do it.

Seller Support just keep going down the line of requesting a removal via the feedback manager and any messages receive automated responses within seconds. Chat and phone are no more helpful.

It there a moderator on here who could potentially read the correspondence between us and get it removed on the basis of good customer care as I’m starting to feel a bit like I’m harassing an old lady who just wants to enjoy her product!