We canceled the buyer's order, but a few days later, the buyer said they had not received a refund and left a negative review on our store. The buyer claimed that we charged them for the item and then canceled the order without refunding the amount charged. Now they are demanding a refund for an item that does not exist.

The buyer stated: “The seller charged for this item, then canceled the order without refunding the amount charged. I demand a refund of the amount charged.”

However, according to Amazon's policies, we can only cancel an order after clicking the “Full Refund” option...

We wanted to delete this negative review, but customer service representative Muhammad E. informed us that it was not possible... According to Muhammad E.'s logic, as a buyer, I could find a store, purchase its product, cancel the order, leave a negative review for the store, and then demand a refund for a non-existent purchase amount.

I communicated with customer service representative Muhammad E. multiple times, but the responses were repetitive, copy-pasted statements claiming he believed negative reviews cannot be deleted.

I don't understand—if I didn't issue a full refund to the buyer, why does the order show as canceled?

If the buyer's claim is true, I ask: Why didn't the buyer receive the refund after clicking “Full Refund”? Did Amazon withhold the buyer's refund?

When the buyer placed the order, they saw Amazon's deduction information and mistakenly believed it was a charge. Therefore, the seller received negative feedback simply because the buyer was unaware of this process.

Due to Amazon's unclear information, the buyer raised an objection, resulting in my store receiving a one-star review. Why should I bear the consequences of this negative review?

I need help. My store has had no orders for four days.

@Manny_Amazon @KJ_Amazon @Atlas_Amazon