Issue with lots of returns and refunds

Hi all! I sell a very specific kind of printer on Amazon. It’s an amazing product but also has a steep learning curve, something that we’re very clear with on our page. It’s not a product for amateurs even though it might look like it. One big problem we have is that people keep returning the used printers because they are too hard to use, and amazon automatically refunds them even though their policy says that the item has to be returned in its original state, which they aren’t. As you can imagine a used printer with a used cartridge is not something you refurbish and sell as new, and even if we clean the printer each cartridge is $80 usd and has to be replaced.

When we complain to amazon support, we get an automatic answer that the case has been analyzed but the decision to refund is not overturned. How can we escalate this so that we don’t get hit with these refunds? Are there any other tips you can give us for cases like this?