Hello from Amazon.com.
We certainly understand your concerns about this Guarantee claim. Please know that we appreciate your reimbursement of the buyer, as it demonstrates your commitment to customer service.
While you will see claims you have reimbursed on your own displayed as "Claims you are responsible for" in your Seller account, they should not be held against you during a performance review unless the number of claims filed represents a significant portion of your sales. "Responsibility" implies that you are financially responsible for the reimbursement of the claim, which would explain why those claims you have refunded are listed in that category. We would still encourage you to issue reimbursements for claims as you see fit.
Unfortunately, we are unable to alter a seller’s performance details. Because a seller’s performance history is important to a fair selling venue, our records include all claims filed, regardless of how they are resolved.
We hope this information is helpful to you. Thank you for doing business with Amazon.com.
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ELVIS
Account Specialist
A-to-z Guarantee Program