FBM Refund Advice

Been doing some FBM, all my returns have been Auto-Auth’d as per policy and First Scan Refund. Everything’s been smooth so far no qualms.

Recently a return was auto-Auth’d and the item was not auto-refunded after first scan.

Item was a workbook sold as new and when I got the return back the buyer ripped out a few pages she needed. Buyer wrote defective item and not what she expected.

Now my question is.

Why didn’t the system auto-refund on first scan for this buyer?

Will Amazon auto-refund within 48 hours of delivery so I can attempt a SafeT claim?

It’s not about the money, more of a best practices and blatant fraud.