A-Z Claim "Item not Arrived" ODR Impact

Hello Amazon Forum members,

Please advise on our scenario.

An A-Z claim filed and granted by Amazon for a customer package not arrived due to Royal Mail industrial action.

We appealed on the A-Z claim, received an email an hour ago from
"atoz-guarantee-no-reply@amazon.co.uk" advising
"Hello, We have granted an A-to-z Guarantee claim of £XXX on order YYY. We have debited the amount from your account but have not counted the claim against your Order Defect Rate.

However, the ODR impacted data-field is still showing “YES” on the A-Z claim details which should had been modified by the case worker to “NO”. My understanding is this is modified instantly when they handle the case, in this case they forgot.

We are struggling to get this resolved and corrected with Amazon, We initially contacted Account-Health specialist who as always have no knowledge and they routed us to Seller-Central support. Seller-central support again has no knowledge and glimpse of this email and advised they will forward this case to the claims department.

It seems though Amazon A-Z claims case worker forgot to update this ODR field, we are going to have a hard time getting this corrected. How do we contact the Amazon A-Z claims team who sent this email advising our ODR will not be impacted but forgot to update the ODR field?

Not sure if it is worth selling on Amazon given so much hassle!

Thanks all in advance!