About customer making the A-Z claim for a wrong reason

To the Amazon Team: Hello! We need to appeal the claim decision for order 306-3227573-0550756. The buyer initiated a claim because the package did not arrive, but the buyer's note stated: Ich habe die Ware erhalten, aber sie passt nicht… daher Rückgabe. Ich habe keine verwendbare Versand-Adresse für die Retoure! Ich bitte um Erstattung (English meaning is : I received the item and it doesn't fit... so I want to return it. I don't have a return shipping address available! I'm asking for a refund) Prove that the customer has received the package and we have sent an attachment with the proof of receipt. We contacted the customer and the attachment is named "UJ388236130YP-POD-.pdf". The situation of this order is that the previous package showed a delivery exception on April 6. At 11:48 am on April 7, 2024, we proactively contacted the customer and provided the customer with The contact information of the local delivery provider was provided, but the customer was unwilling to contact the local delivery provider. The solution we then gave was to check the correct delivery information with the customer and reissue it free of charge for the customer, and in the morning of 2024-4-8 At 8:59, the customer was provided with the tracking number for the replacement package. However, after the customer received the package on April 22, he initiated a claim because the package had not arrived. He wrote in the buyer's note that he had received an inappropriate product. However, they did not initiate a return request, nor did they contact us. They directly initiated a claim and did not give us time to handle the return issue. From the above, we believe that the claim for this order should not be included in the order defect rate. Please ask the Amazon team to review it again. Thank you very much!

@Ka_Amazon