On Aug 21, Amazon sent us an email about refunding to a customer - the email shows that the refund reason was "Missed Fulfillment Promise".

We opened a case (ID 15876355421) to know better about the "Missed Fulfillment Promise". Amazon delayed to ship out the item to customer (as compared to the promised ship-out time; delayed by approximately 7 hours, from July 22 to July 23, passing 12:00 AM); Amazon used a carrier to deliver it on time (no delay for delivery).

In the Amazon Fulfillment Reports - Return Report, Amazon reported to us that the Customer Return Reason was (quote here) "damaged by carrier". In the same report, Amazon considered that the Disposition was Customer Damaged.

We opened a case (ID 15883592031) to address this issue because we believe, based on the return report, the item was definitely (100% probability) damaged by carrier, the customer returned it due to this damage by carrier. Did the customer damage the "carrier-already-damaged" item? Maybe yes may be no (<100% probability). Amazon of course received a damaged item shipped back from the customer because it was already damaged by the carrier before the customer touched it.

In the case, Amazon consider that the "most accurate disposition for the item" is customer damaged.

Which disposition is more accurate? Carrier damaged or customer damaged?

In addition, Amazon missed the promise to ship out the item on time. Should Amazon take the responsibility for this "Missed Fulfillment Promise"?

Your opinion and advise are greatly appreciated.