The order defect rate is 2%, and I face the risk of account deactivation. How can I reduce this order defect rate? Will it automatically recover after a while?

How does this even happen? How can a buyer open a claim weeks after the order was refunded? I didnt even know a claim was filed until i got an email that it was decided against me. Also, the email is false, Amazon fully refunded the order weeks ago, before the claim was opened. And why does the email mention an amount double the total of the order?

We have closed an A-to-z Guarantee claim of $29.38 on the order 113-8509424-7741066 because you issued a refund to the customer. No further action is required from you at this time, but we have counted the claim against your order defect rate.

Why is this happening?

The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of the items that you sell. If a customer is unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. In this case, although you refunded the customer, you did so after the claim was submitted.

Recently had a return request for an FBM order where the buyer paid $11.98 for second day shipping. The return was received on our end and the order was automatically refunded, in full. The customer's return reason was "no longer needed". Why would the customer get the second day shipping refunded if they received it on time, no issues were found with the product/order, but simily didn't need it any longer? I would greatly appreciate any insight on how to navigate these types of situations.

Thank you ahead of time