Returned USED item and Open A TO Z Claim

Hello Everyone

This is not first time happening on this platform.

I am tired of A TO Z Claim which are always false and hurting sales and cost a lot of money.

Item was not returned in Original condition . Item was misused , mistreated and cover in dirt . Item was received in non reselling condition .

Return Request open by buyer, detail is below

Return Reason: Inaccurate website description Buyer Comment: Seat is not deep enough, not happy woth quality.

Customer sent a note in package : Already falling apart , poor quality. Uncomfortable poor fitting on Horse.

We describe best possible detail and measurement of our product. If item was not right fit , customers are responsible to return unused item.

Buyer saying two different things at two different places,

Because Item was returned in poor condition . I decided not to send refund because seller refunded orders are not eligible for SAFE T Claim. While I was waiting buyer open a A to Z for not receiving the refund. Buyer got a refund and I got ODR. On that day I found that A to Z claim orders are not eligible for SAFE T claim.

Writing to A to Z claim case and asking for reimbursement and to remove ODR but no luck they decided to uphold original decision .

Can someone please advice what I suppose to do I i get used item , misused item .

Is there a person who work at Amazon and really understand the situation of sellers @Michelle_Amazon

Thank you