We got our first A-Z today on dot com. After 2 years, so not too bad.
Buyer opened a return request as the item was received damaged (first out of 168 orders sent to USA). I replied to the return request saying that they did not need to return the item if it was damaged, I just needed a photo and would issue a refund on receipt of photo. A day later they opened A-Z saying I had not responded … sigh.
I won’t contest and don’t want to.
Lesson learned. Approve return requests then the a-z won’t bite you in the American ass.