We recently received a negative review that we believe to be exaggerated & unfair as the buyer states " I will be reaching out to my credit card company. This is unacceptable that there is no recourse for when items arrive damaged." When the buyer contacted us via buyer-seller message, we promptly replied with options for recourse and the buyer expressed that their concern was resolved. The review is negatively affecting our feedback score and would like a further review for removal associated with Case ID: 15969469461. After no response from the buyer, we initiated a full refund for any inconvenience they encountered. We are not currently selling our product on Amazon Canada Marketplace but understand that the buyer purchased our product via US Marketplace and had the item delivered to their address in Canada which resulted in a lengthier delivery process. Rather than cancelling the order and have that affect our shipping performance, we packaged and shipped out the order (paying a higher fee for the package to arrive in Canada). With the final destination being in Canada, that means the package has to now go through several customs clearances and multiple carrier facilities before reaching the ended buyer...

With that being said, we have not only taken proactive measures to resolve the buyer's concerns but also—the review solely focuses on shipping packaging concerns, specifically mentioning a damaged box and expressing disappointment with the product's condition upon arrival and contains no information about the product itself. Such feedback directly violates Amazon's Community Guidelines (http://www.amazon.com/review-guidelines), prohibiting reviews or questions on seller, order, or shipping feedback.

How can we go about having this review removed?