Order Defect Rate when selling using FBA

Hi. Hope someone can help me. We sell everything via FBA and recently received two negative comments which have consequently put our account at risk (due to high ODR). We’ve looked into the complaints and one is in regards to an item not being received and the other is in relation to an item arriving damaged (the packaging is damaged so it clearly wasn’t damaged before leaving the warehouse). Considering both of these complaints relate to FBA how can we be responsible for them? Are these not complaints that Amazon needs to resolve?