Hoping to get a moderator to assist.

A customer filed an A-to-Z claim for order 111-0515014-9571433. The package was mishandled by UPS and returned to us rather than being delivered. The customer contacted us about it and we sent a replacement. We sent multiple messages to the customer, but they must not have received them as 3 days later they filed an A-to-Z claim. Amazon immediately approved the claim and refunded the customer. It doesn't count against our account, but the return was taken from our funds even though a replacement is currently in transit.

We appealed the A-to-Z claim, and gave the new tracking number and referenced the messages sent to the customer. Apparently, Amazon doesn't read our messages either. The appeal was denied because "The tracking information you provided shows no update since 11/01/2025." I tracked the package this morning, and it is currently expected to be delivered this coming Wednesday, Jan 29th. There are multiple scans in the UPS system.

We need someone at Amazon to actually read the appeal we submitted. Can one of the moderators provide assistance?

Thanks!