Hello ,

I'm looking for advice on a recent issue with order #205-4684686-4318768.

We received an email from a customer initiating a claim on December 29, 2023.

After we negotiated with the customer, the customer was finally willing to withdraw the claim, and we promised to provide him with a refund without the need to return the claim.

And we received an email from Amazon on January 3, 2024 that the claim was withdrawn. The content of the email was: We closed the Amazon mall transaction guarantee claim for order 205-4684686-4318768 with an amount of GBP43.54 because the buyer withdrew it. Claim. It shows that the buyer took the initiative to withdraw the claim.

And after confirming that the claim was canceled on January 3, we provided the customer with a refund, and also sent the customer a screenshot of the refunded status of the order.

However, on January 13, we received an email stating that the claim was recalculated into the defect rate. The email stated, "In this case, even though you have refunded the buyer, your refund occurred after the claim was submitted. .”

And after we appealed, the claim was still included in the order defect rate, which we thought was unreasonable.

My concern is that upon refund I got confirmation from Amazon that the claim had been withdrawn. I believe even if I get a refund, it won't affect my metrics. I'm looking for guidance on how to resolve this discrepancy so that I can get a fair assessment of my performance.

Any insights or suggestions are appreciated.