Is there any escalated help i can get with this shipment refund issue? -$2500 and I’m at my wits end.

I decided to try AWD for my 3pl. Created a shipment and it only came to 12 pallets… Should have been 14. Contacted support about changing it they told me “need to cancel and create a new order” i asked about the current charges (at this point it had only been a few minutes but i wanted to be sure). They told me 48 hours to cancel the shipment.. ok. Next morning i cancel it. Didn’t see the refund so..contact support. They said ” regarding your shipment xxxxxxx there are no charges and the amount will be refunded shortly.

3 days later. No refund (i did create a new FTL shipment and all went well). Contacted support again. This time they said (paraphrasing) ” since you bought shipment through an Amazon partner and did not cancel within the hour, no refund)

Guys this is 2500 bucks. I confirmed w support at every step. Was told (in writing in ticket) no charges and would get refunded. What on earth am i supposed to do here? Help ticket send to keep sending me to low level nobodies. Is there an arbitration process? Can i sure Amazon in small claims without ruining my account?

I am not huge. About 500k a year. Been w Amazon for 13+ years.