SAFE-T Claim Advice

Hi everyone,

Looking for some advice on this situation. I’m a long time seller on Amazon, both merchant fulfilled and FBA. Here’s the situation I’m in.

3/1/23 An incorrect item was sent for a merchant fulfilled order. Buyer contacted me by opening a return/refund request. I responded through the messaging system asking if he would still like the item he originally ordered and he stated that he would, so I sent it to him and asked that he would notify me when he received the item. The buyer returned the incorrect item with Amazons prepaid return label. When that item came back I thought we were all set.

3/10/23 A week later amazon refunded the customer because of the open return! It seems like Amazon auto completes returns if they show delivered to the seller? This is when I opened a SAFE-T claim and showed screenshots of the delivery and also his messages in their communication system saying he has it!?. I asked the buyer to once again state that he has the correct item now and he did again!. Amazon will not reverse the transaction for me since the buyer did not request a replacement, even when the buyer is saying they have the item… what action do I have to resolve this? I’ve tried seller support, claims, phone calls, spoke to supervisors all have been no help and SAFE-T claim department does not have a number. This order was for over $500…

I really feel scammed in this situation by Amazon!