Amazon seller private limited - Wrong product received and broken product received

Complaint *-Hello from Amazon Selling Partner Support,
We understand your query regarding the reimbursement amount received for your damaged product under order ID ***-*******-******* and SAFE-T claim ID *****-*****-*******.
We have reviewed your case and have escalated this matter to our specialized team for further investigation. Our team is currently examining the details of your claim, including the unboxing video and product images you've provided showing the damaged condition. We are working closely with the relevant departments to reassess the reimbursement amount considering your product's original value and the fact that it is no longer in resale condition.
Please be assured that our team is actively working on your case (ticket number ***********) and will provide you with an update via email once the investigation is complete. We appreciate your patience while we work toward resolving this matter.
Complaint-*
We have received wrong product. We have video also but we are unable to upload this. The product already sold by us on amazon at Rs. ****, we expect a fair reimburshment. Sicne we are reseller and and we have also bough theis product at Rs. ***.
They have reviewed your appeal of our SAFE-T claim decision, and we have denied your refund request for order ***-*******-******* stating that , i have not claimed within ** days of date of receipt but i tried to lodge the claim on very next day and was getting error that you need to wait for ** days