Although the A-Z Guarantee Claim Policy on Amazon's own page reads exactly as follows

''Before an A-to-z Guarantee claim is filed

Customers must first contact you and give you an opportunity to resolve their issue. Customers are not eligible to raise an A-to-z Guarantee Claim ("Claim") without contacting you first.''

Without contacting us in any way, and without requesting a refund or replacement, the customer directly created and amazon accepted the A-to-Z Guarantee Claim. Although the policy is clear and unambiguous; the appeal we have written many times, each time with the same automatic reply ''We have reviewed the buyer's claim and the information you provided for order 702-......-.......''

Although we understand your position, we stand by our decision.''

This is against Amazon's policies, unfair and annoying. We think that the person who constantly writes this answer does not know the policy, does not have the competence, or even deigns to read the appeals we write and does not read them at all and gives a direct automatic answer. Who do we complain to and how do we solve this situation?

If there is anyone who can help, I would like to ask for your help.