laim received related to a property damage or personal injury issue

My product is ppf for automobile.

The customer was claiming that my product caused the paint to fall off his car. And claimed eleven hundred dollars.

Through the communication with the three parties of the claim, the picture provided by the customer originally has obvious traces of paint refinishing, the technique is not smart, like gluing on, not a professional operation.

Moreover, there was a picture with traces of paint refinishing and my products installed at the same time.

Suspiciously, the customer contacted me using a different account half an hour after bringing up the A2Z's. And asked about installing the improvements and the steps to remove the car cover.

And both times I asked for the customer's order number I ignored my answer. And asked me to call him to discuss. I refused the customer's request because I speak very poor English. But he even said he could speak Chinese.

I'm really confused, but my intuition tells me that disengaging from Amazon's communication is very bad for me.

My operations team is one person, and with the production department, the business is no larger than 5 people. No one, including me, had any experience in running an Amazon business.

All I could do was to repeatedly ask my doubts through the pictures provided by my clients.

Ask for more evidence and stay very humble.

Because I am worried that my misunderstanding of the mouth will lead to failure of the audit.

Regarding the claim amount, I am not sure about the cost of refinishing paint in the locals since I am not in the locals. The car model is a Model Y and the scar is about the size of a French fry.

I have googled local auto repair stores and the cost is well under $1100.

And i'd like to ask any of you longtime sellers if there is anything I should be aware of or what I should do?

Purchase business insurance? I apologize that due to the current review process I am unable to provide pictures.

It would be great to get a response.

Whatever you have to say will be of great help to me.