Transaction defect rate is wrong - HELP

[kamiavon]

Hi,

I just checked my transaction defect report and they are 3 transactions counted as defective but it must be some mistake.

- first is for Low detailed seller rating - Dispatch time - this transaction has been cancelled and the item never been posted, how is this possible?!
- second and third is for Return requests - Item not as described - when I checked these 2 return requests the reasons are It's defective or doesn't work not as not as described

Is there anyone with same problem? I contacted customer support and basically asked them to remove these "defects" and I got e-mail from them saying that everything is correct (which is obviously not) and they will not remove them.
My performance level is below standard now and I don't know what to do.
Thank you in advance.
Kamila