ODR Rate due to customer not being in to take delivery!

I’ve been told my account is under potential suspension due to my order defect rate being over 1% - i would hold my hands up and accept this but it has come as an A-Z guarantee after the parcel was sent back to me because the customer wasn’t in to take delivery of it on the three occasions the courier tried.

Is there anyone else who has had this and how did they escalate it to Amazon, surely the success and credibility of my business cannot depend on customers being in to take delivery of items?? I mean we done everything at our end that was humanely possible.

Thanks for taking time to read this post, and double thanks if you are able to help.