Amazon Initiated Refund

Ok, so I am a new amazon seller. A customer claimed a refund indicating that his order was not delivered to their house. However, after a few mins, FedEx delivered and took a picture of my deliveries, and they laid it on their porch. Customer service told me to file for Safe-T claims. Filed and then got denied because I am not qualified – I dropship. I went to customer service again and they asked me to file for Abuse.

The point is that, whenever I ask questions from the so-called help central, does not really help at all. It feels like I am being thrown in a loop and wasting time weeding for the right answer and wasting time from customer service that keeps putting me on hold. Why Amazon?