Dear amazon officials,

On 1 February, for the order numbered "204-6632897-2174734", A-to-z guarantee request complaint was received by our customer that the package was not delivered. We immediately took action and found out that the product was delivered on 1 February, but we informed our customer again and he stated that he checked everywhere and stated that it was not delivered. We provided a full refund so that they could not be further victimised. They also contacted customer service to remove the complaint and closed the complaint. However, although the complaint was closed, it was reflected in our order defect rate (ODR). In the mail sent to us, "Hello, We have granted an A-to-z Guarantee claim of £49.95 on order 204-6632897-2174734. We have debited the amount from your account but have not counted the claim against your Order Defect Rate". However, after this mail, without any update, the complaint still stands in our order defect rate, and this rate has caused us not to get buyboxes in any of our products in our store. Please, we would like you to analyse it in more detail, make a final decision and withdraw the rate. If further information and documentation is required, please feel free to contact us. Thank you for your understanding.

Best regards,GMSK GLOBAL LTD.