Refund issued on time but our ORD was still negatively impacted and cannot appeal.

Hello,

For order 114-7181882-5866600, the item was returned to seller on Sep 07, 2023. We examined the returned item and issued refund based on the condition of the return on Sep 09, 2023.

However, the customer submitted an A-to-Z claim on Sep 09, 2023 for not receiving the money back after shipping the return. Amazon closed the claim after we issued a refund to the customer but counted the claim against your Order Defect Rate.

According to Amazon's return and refund policies, seller have two business days to process a refund. We issued the refund on time and follow Amazon's policies. This claim should not be counted against our ORD. We tried to appeal the claim decision but there is no option for us to do that.

The case ID is 13845893671. Please help!