FBM Order have fully refunded the buyer. Account performance is here. How to deal with order defect rate?

WOW JUST WOW.

Long story short:

purchase made, return requested, refund on first scanned, May 15th, FULLY refunded.

On June 3rd, we got email stating A-Z closed because we did refund the buyer but counted ODR, we were like wth?

We appealed , failed. because buyer did open A-Z , which we did not know HOW he was able to opened A-Z AFTER fully refunded.

We want the ODR to be removed! This does not make sense, so now we have to worry about A-Z after fully refunded????? The refund amount also is wrong. it was only $28

What is the freaking world Amazon? You been adding all these fees on sellers and you cant even pull your shxt together and train your Indian reps to be better on handling cases instead of building a watch outlast human races or blowing up useless rockets in the sky?

Hello!

One of my buyer opened AtoZ claim, stating that order is not delivered. But its delivered on time with in the scheduled delivery date. Tracking is also showing delivered on time, but still amazon closed the case and refunded to buyer and defect is also counted in my account