Crazy how Amazon treats their customers

I had an Amazon customer return an item of ours, however, the return got lost in transit with UPS.

I contacted Amazon right away via phone to let them know the return package was lost so I had a case established right away. I then asked what needed to be done with the customer, ie, do I refund and file a SAFE-T claim. I was told I cannot refund the customer or I will be denied SAFE-T.

So then I asked if Amazon would reach out to THEIR customer, and they said no. They want me to tell the customer the bad news and that he/she will have to contact Amazon himself. What!?

So I have a customer waiting on a refund, Amazon won’t take action until the customer does, meanwhile, they are taking their sweet time having me go back and forth between Amazon and UPS. Chances are, he/she will complain to Amazon and I’m going to get dinged, meanwhile I’m spending hours trying to resolve this issue for THEIR customer.

UPS states in their contract – and this was after being escalated several times to someone higher up, that Amazon must be the one to initiate the lost claim, not me.