Hello, I have a concern regarding one of my shipped orders that the carrier lost. After explaining the situation to the customer, I provided them with an offer of either a replacement or a refund using the Amazon template form. While the customer received a full refund, I received a 3.5% defect rate in the "A-to-z guarantee claims" section, which puts my account at risk of deactivation. I am confused as to why this happened, as I had already agreed to provide the customer with a refund or replacement. It seems that the customer still opened a claim, even though I had already offered a solution.

I have no option to appeal because there are no any claims in the A-to-z claims menu. Thank you for your assistance.