亞馬遜買家在下單后的1年半提交A-Z claim，理由是“Where is my stuff”，我要瘋了

買家是15年1月下的訂單，現(xiàn)在卻說他沒收到貨，都過了這么久了，我去哪兒找tracking number??？去問USPS的人，他們說只能找到1年前的追蹤記錄（除非是特殊情況，比如郵件詐騙、調(diào)查研究等）。我懷疑如果我不上傳顯示快遞已送達(dá)的跟蹤信息，我肯定會輸?shù)暨@個claim！
上一周亞馬遜給我發(fā)了這條信息：
“Hello,
We've been contacted by a customer regarding the order identified below.
Order#: xxx-xxxxxxx-xxxxxxx
Item: xxxxxx xxxxxxx xxxx - xxxxx (xxxxxxxxx)
Reason: Where's My Stuff ?
Details: There is no tracking for this order. Our customer hasn't received this order yet. Order was placed long back in January 2015. this is not how we make business. Customers trust and satisfaction is our at most priority. Resolve this immediately or else a claim will be filed against you.”
亞馬遜讓我馬上解決問題，現(xiàn)在該怎么辦？？