Any tips how to remove this feedback from a buyer?

Sell On Amazon Order Management, Shipping, Feedback & Returns
1

I sold a used item through FBM, clearly listed as used, but received negative feedback from a buyer complaining that the product was not new. I tried to have the feedback removed through the following steps:

  1. Used the Feedback Manager – could not get it removed.
  2. Created a case – could not get it removed.
  3. Emailed Amazon’s leadership team – it was not removed.

Is there anything else I can do to have it removed? In the past, I’ve successfully had incorrect feedback removed by emailing the leadership team. Should I try emailing them again and hope a different person reviews the case and decides to remove it?

I’d appreciate any input.

Kind regards.

2

Try managing director’s email, it always worked for this.

3

That’s the one I used, but they replied that they cannot remove it.

4

How tidy is the appeal?

Ideally, it should:

  1. Have a minimum word count—short and sweet.
  2. Include the order number, referenced with the attachment.
  3. Contain a screenshot of the order with the condition highlighted, as well as a screenshot of the feedback with the condition complaint highlighted.

If you can make it simple enough for a 10-year-old to understand, it should help resolve the case more effectively.