Increased NCX rate due to damaged items received by Customers - FBA Seller

Our ASIN, which is a glass jar stored product, recently picked up the pace, and we started to keep an eye on the inventory to keep it in stock and thus, to not loose any sale possible.

> In March 2025, over 25 orders were 'damaged in transit' and sales were refunded to the customers and they gave bad feeback for the orders.

> We have nothing to do with the orders getting damaged, as we are paying around 70% of each sale to FBA to take care of this and customer satisfaction. Yet, here we are.

> The NCX rate is showing 'very poor' at 7.25%.

> There was a recent search suppression on this ASIN due to some silly error and its brand name has been changed by Amazon to SADEPAS, which they absolutely refused to change back to its original name.

> Took that case to Twitter as well, they are absolutely brutally ignorant over there. Asked to discuss in DMs and then ignored completely.

> Now, sales have almost gone, and its visibility is down to none as I have checked thoroughly in the reports as well as by different pin codes state-wise. It used to show up earlier on the marketplace, but not now.

I need guidance on how to fix this, as I have been tortured in last 2 weeks. The star rating of this ASIN is 4 out of 5, with 25 ratings.