Unjustified Refund for Personalized Handmade Order…

Hello, I am a relatively new seller on Amazon, currently in my 6 month of operations. I am writing regarding a deeply concerning situation with a personalized order (which includes the customer’s name and photo).

The customer purchased my most comprehensive and expensive set. The order was dispatched immediately and delivered within two days without any shipping issues. However, I have now been notified that a full refund was issued to the buyer. Furthermore, I see no charge for a return shipping label, which implies the customer is not even returning the item.

I followed the initial advice from Amazon Support and opened a SAFE-T claim, but it was immediately denied. The reason given was ‘Seller Responsibility,’ yet I have received zero information or comments explaining what the supposed fault was or what is wrong with the product. There is absolutely no record of a return reason or complaint in my account dashboard.

As an Amazon Handmade and Custom seller, I fulfill my orders with high quality and precision. This is my first refund, and I do not understand how a full refund can be issued for a non-resellable, personalized item without any explanation or return. 1/100

Could you please clarify how this happened and how I can protect my business from such unjustified losses?