Instacart complaint: Shopper being accuse with no real facts

A customer has gave me a 2 star rating stating that I didn’t delivery their grocery. I was told they had called instacart in anger and you guys gave her a refund and allowed to give me a 2 star. No one from instacart contacted me to get my side of the story. In my account, you can see this situation has never happen, I was in contact with the customer and they wanted it handed to them so there was no way of sending a picture. I treat all of my customers the same. You can look at chat records between me and each customer and all being treated the same. I have made a dispute over a week ago, chat with an agent and they said they will put a note but no one is reading. I should have to do 100 more orders for this to be remove from my account so I can get worthy batches. There’s $8 dollar batches for 40items and that is not fair. I need for someone to investigate this situations. We live in a world where you’re suppose to be innocence until proven guilty but instacart disregards that and it’s not right.