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The email says the refund percentage was too high. Were there a lot of returns that weren't replacements? Not judging, just asking.
We've always had great experiences with Amazon support. Try calling Amazon support and asking to talk to a manager. Not a supervisor, a manager. Frequently they'll transfer you to a supervisor. Ask if the person you're speaking to is a manager and insist they transfer you to one unless they can say "yes, I'm a manager." (This is typical call center practice.) Get the manager's name and ask for the call reference #.
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