I need help like so many others trying to appeal fraudulent A-Z claims. I shipped the purchased item. Customer received item. The customer then messaged me through Amazon and stated the item worked for an hour then quit. I sent a paid shipping label and had to remind him multiple times to ship it back. It took him almost 2 weeks to get back to me and ship the item. The item returned to me we opened the item up tested item item works fine but it looks like the customer when using the item hit something and it looks like they tried taking it apart. I have pictures before I send anything out because of situations like this. I offered a partial refund and the customer flipped out and made rude comments towards myself and my business. He then changed his reason for return to " Once again, I want to reiterate that I have all the evidence, photos and documentation, showing the condition of the item at the time I opened the box. That is precisely why I refused to keep it. The item was returned exactly as it was received, in the same condition." Which is a lie if he used it for an hour. I asked for his pictures or proof he refused to provide them. He then replied with "When I received the unit , I wasn't comfortable with the condition and I immediately report that and requested a prepaid return label, item shipped back to you and simply I need my full refund." He then opened a A-Z claim which I don't think they looked at any of my evidence because their reply "We have reviewed the buyer’s claim and the information you provided for order 702-1479026-6238653. Although we understand your position, we stand by our decision." The reason for A-Z claim was that item not delivered / missing parts. I don't sell used products. the product in question was shipped from the manufacturer to my business 1 week before the customers purchase. The item stayed sealed in box until he received it. How is that Amazon would side with the customer? I'm not a large business and this has put my account in risk of being deactivated Please Help!!!