Amazon - They canceled claim whet I have in writing

First, I put an order in. I didn't even know it was through a third party.

Cellar, the item arrived on the first of the 2. The item was okay, but it's made of cheap and flimsy material, kind of like corkboard or something. Where it's already pre-drilled, the second one, the drawers are cockeyed and uneven; they look horrible. It looked horrible, and the secret drawer sliders, which do not look very secret, do not work for that one.

I don't know why I tried for days to get it to work, moving things around, trying to figure it out, and it's just not good. So I wanted to return one of the items. I spoke to a customer service representative. He helped me file a claim.

Nothing happened for a couple of days, so I called back. I spoke to another one. They said he never did what he was supposed to do. So she gave me in writing the fact that I didn't need to return the items and that it was covered and going to be for a refund.

So I waited a couple of days and called again. They said that my return was already processed.

My refund was already processed and forwarded onto Affirm. Well, not too long after that, I got an email from Amazon A to Z Guarantee, which I cannot find any way to get a hold of and talk to, and they say that because I didn't respond to some kind of information, my refund has been denied.