remove the defect in my seller dashboard

[victory2015]

Case ID:5245225259

Buyer:sevepop0

Item Number:263907386183 

hi,  could u help me to remove the defect in the seller dashboard? i have not work for almost one week , cause of the COVID-19, i did not notice the buyer opedn the case in my store, if u notice, i must will refund the fuil money to the buyer, i notice the tracking number do not delievered, i am not sure what happened, i have lost the item and money, and i do also have a defect in the seller dashboard, it is really unfare for me, i just want to remove the defect now, it is really important for me, hope u could help me, thanks