Amazon A to Z claim refund issue

We sold an item on Amazon, the customer opened up a return on the 30th day (last day possible to open return) claiming the item doesn’t work. Amazon provided an Evri label for the customer to send item back.

2 weeks after opening return, customer files A-to-Z claim stating he already sent item back but we have not refunded.

Tracking for return shows that courier has NOT received item from customer yet. We appealed the claim and said tracking clearly shows customer has not posted item.

Amazon putt the case on hold, then 1 week later we get a message saying Amazon have refunded the customer, and taken the funds from our account. The item has still not been sent back…

We have appealed the decision showing tracking shows item not even scanned by courier, no outcome for second appeal yet.

Is there anything else we can do to appeal this? The whole process has been unfair since the customer has not sent back item yet, and Amazon can see this from the tracking.