Very glad to share my experience if it helps.
That is ridiculous. You must appeal these A-Z decisions, if you haven’t already (there is a button within each claim to appeal). When you do, I would definitely highlight the excessively high rate of this person claiming non-delivery. The normal rate of items going missing in the post must be less than 1%. This dropshipper must be makng the same level of claims against other sellers, too, so urge Amazon to examine their record of making excessive claims.
And do point out Amazon should never have allowed the claims to be opened in the first place as they are in breach of policy. As the seller, you’ve had no opportunity to address any issue before the claim was made. Your metrics and account health have been damaged through no fault of your own. Quote the policy, it’s stated in the help section but what it actually says is,
“Note: Customers are always required to contact you before filing a claim, either via Buyer-Seller messaging or a return request.”
I’m finding that these frauds make contact about one order, and then the system seems to be set up so that they can then make an A-Z claim for a completely different order with no contact first. The communication history for order A is then presented within the A-Z claim for order B, even though it’s a completely different order. I have opened a case with Amazon about why this is allowed to happen but have not yet had a response.