Conyac で依頼された翻訳結果を公開

I would like to ask about A's objection. A's objection is the statement of the customer about products to arrive, and I tried to give a full refund many times according to the customer's request. However, in spite of the enough money to refund B has, I could not refund processing because of showing the problem. And the customer escalated the objection because of getting impatient. Although I want to give a full refund for this objection and solve peacefully, but I cannot do that now. Will you solve this problem? In this case, is this counted as the unsolved?