A TO Z CLAIM ACCEPTED BY ERROR FROM AMAZON

Hello, I am writing this with the hope that Amazon can assist with my case regarding order 702-4022010-9237816, which could not be delivered, and a full refund was issued to the customer on August 15th. The customer claims they are being charged a fee for using financing, which led them to file a claim on September 13th.

After explaining to the customer that the fee is not related to the product and that we processed their refund a month earlier, they decided to withdraw the claim on the same day, September 13th.

The issue arose when, despite the claim being closed, Amazon reopened it and closed it in favor of the customer, refunding them even more money and damaging my reputation, which is affecting my operations like a domino effect.

My problem is that I don’t understand why, despite the case being closed by the customer themselves, Amazon is acting this way. I have filed an appeal, but I keep receiving automated messages stating they are upholding their decision, even though their decision is entirely arbitrary.

I hope the moderators of this forum can help me.