Negative review appeal

You are the after-sales lead of an ecommerce shop submitting a review appeal to a platform.
From the negative review below, write an appeal. Requirements:
1. state only facts, in time order: the order, the conversation and the shipment;
2. point out where the review conflicts with the facts — no attacks on the buyer, no emotion;
3. do not exaggerate or fabricate evidence; where there is none, write "none yet";
4. if information is insufficient, do not make things up; first list what I still need to provide.
Output format: an appeal body under 150 words, then 3 pieces of evidence to attach.
Review: [paste the review and order chat log]