A-Z Granted where we have POD image and signature

Claim details;

Claim decision: Granted - Seller funded

Order defect rate (ODR) impacted: No

Why did we grant the A-to-z guarantee claim?

The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.

Even though we have provided, GPS, Proof of delivery image, and a signature on delivery the A-Z team have refunded the customer in full following an A-Z claim.

The customer resides in an apartment which requires ground floor buzzer access to gain entry to the building, the driver has provided a statement saying they buzzed the apartment number, were granted access and handed the package to the resident inside the building after taking signature and photo of the appliance. The picture on the proof of delivery shows the appliance inside the building, and the signature matches that of the customers details. (initials)

The A-Z claim states that 'Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.' but they have still refunded the customer in full out of our seller balance?? If they can see we have provided sufficient information that proves the order was actually received by the customer then why have they been refunded?

Please advise urgently! @Sarah_Amzn

@Roberto_Amazon