This person ordered two items. I saw that the address was not complete but the system spit out a shipping label so I didn't think anything of it.

She recently messaged me that she didn't get her order. I told her I would replace them. I then messaged her stating I need a complete address. The tracking showed it leaving my facility but is delayed in transit. She never responded so today (two days later) I followed up stating I couldn't send out the replacements until I have a complete address. She immediately filed for a refund.

Amazon granted it even though I messaged her asking for a complete address twice and supplied a screen shot of the order without the complete address and she refused to supply it. They granted her refund and I appealed.

Amazon denied my appeal stating that I didn't supply the carrier or tracking. Both carrier and tracking number were on the picture of the order. Then they stated that the shipment was sent via USPS late and their investigation showed no tracking information (there is). The tracking info says the item left the shipper facility on Oct 7 the ship by date on the image clearly states Ship by Oct 8. The Amazon notification to my appeal states that I am being penalized for late shipment which it wasn't. Right now the tracking shows stuck in transit probably because there is no complete address.

I tried to find away to appeal the appeal but apparently you get one shot. Can anyone please point me in the direction to talk with someone about this? I clearly did my due diligence in asking and following up with asking for a complete address. I definitely should not be penalized for an on time shipping nor should I lose the income because the system printed the address label to begin with and the buyer refused to supply a complete address when requested.