Re: How do you feel about this feedback removal request?
I agree with canadianleaf... I'd write something like..
Hi xxx,
Thank you for your recent purchase from "store name here". We're sorry to hear that your item was not delivered. Rest assured, we have been in contact with the courier to ascertain what may of caused this.
We want to apologise for the inconvenience this has caused, and we hope this experience doesn't deter you from purchasing from us again. Please find enclosed a 20% off coupon for your next order.
If there is anything else we can do, please reach out to us.
...
Once they reply, if they reply, and only when they reply, put forward the suggestion to have the feedback removed.
That's how I would go about it.
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