FBM order customer change ghe mind anf i deducted the shipping fee but

On a FBM order customer change the mind and did a return,i deducted the shipping fee but later customers contacted and send the full refund.now amazon customer care asking me to do a SAFE-T claim in order to appeal but the system doesn’t detect that purticular order eligible gor safe-t because initiated refund money first. Safe-t only applies when amZon itself refund the order. Any advice?