A-to-Z Guarantee Claim Appealed and Won in My Favour

Hi all,

I have appealed a number of A-to-Z Guarantee Claims, that have gone in our favour.

However, Amazon have stated in there Appeal Email:

We have granted an A-to-z Guarantee claim of £XX.XX on order XXX-XXXXXXX-XXXXXXX. We have covered the cost of the refund and have not counted the claim against your Order Defect Rate.

Why is this happening?
The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of items you sell. If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. In this case, we resolved the customer’s issue and determined that you should not be held responsible for the issue raised.

When I look at the order that has gone in our favour, the amount is still showing as refunded to the customer.

Do Amazon refund it back via a different way. And if so am I able to search for it?

Any pointers would be appreciated.

Stewart