A-Z claim help.

I am a long time fba seller but recently started fbm for a new product.

I had a customer send a message through Amazon stating that the tracking shows delivery but she did not get the package. I responded the same day and asked if she wanted another product mailed to her or if she wanted a refund.

It took her about a week to respond and she said hey I want you to mail another one and she mentioned that the reason for the delay in her response was that she had trouble figuring out how to navigate back to our conversation. I went ahead and mailed her a new one that same day and I told her I was going to submit a refund as well just as a courtesy since she had trouble.

Immediately after submitting the refund I got a message that the a-z claim she filed was decided in her favor since I submitted a refund after the claim.

Full transparency I did see an email earlier that day about an a-z claim but I’ve never dealt with one before since I just started fbm and that email just said no action required etc.

After some reading I realize now I should not have submitted a refund while the claim was open, but is this really the way this works?

All of the messages from the customer were answered within an hour.

I have reached out to see if SESU will remove this but i want know if there is something I should be doing differently (besides not issuing a refund during the claim)

I appreciate any and all help thanks!