Amazon A-to-Z refund the whole order even buyer clearly confirmed the A-to-Z claim was opened by mistake

Hi Everyone,

Recently a buyer opened an A-to-Z claim for a order worth $1557.5.

The buyer open the return request on 12/4/2023 for 1 item, we provided the return shipping label and refunded for 1 item received on 1/26/2024.

Then buyer opened the A-to-Z claim on 1/31/2024 for the entire order.

After we contacted buyer, buyer's message clearly said the A-to-Z claim was opened by mistake.

Accoding to buyer "I have a second item to return. I tried to open a second return but got an error message. so just one more to return."

We asked buyer to close the A-to-Z claim and also provided a second prepaid return label to buyer through message centre, but buyer never replied back.

And then Amazon refunded the entire order and counted the claim against us on 2/7/2024.

After we appealed the decision, Amazon still debited the amount from our account but have not counted the claim against our Order Defect Rate on 2/11/2024.

After contacted the seller support to escalate the case, we got an answer from A-to-Z team today "The ups tracking number is 1Zxxxxxxxxxx032319. Because you did not refund the order, the claim amount has been debited from your seller account."

The tracking number is belong to the return request opened on 12/4/2023 for 1 item only and we refunded that 1 item on 1/26/2024.

It looks like the A-to-Z team did not check buyer's messages and did not review the history of the order.

So what can we do to stop Amazon throws away our hard earning?

Thank you in advance

Andrew

@Micah_Amazon

@Troy_Amazon

@Topher_Amazon

@Emet_Amazon

@Dominic_Amazon

@Danny_Amazon

@SEAmod

@Steve_Amazon

@Quincy_Amazon

@Dougal_Amazon

@Cooper_Amazon

@Danika_Amazon

@Glenn_Amazon

@Atlas_Amazon

Case ID 14774729681 and 14769357271