OK so scammer returned her broken electronic item for our new $200 unit. She removed the serial number label ostensibly so we could not trace the registration back to her. I messaged her to return our item if she wants a refund. She opens A to Z claiming we sent her the damaged item (ie Item not as described).
I reported her to Amazon. Seller support said don’t refund since I have proof it is not my item (ie photo of the missing serial number).
What strategy is best for the A to Z? My metrics are 0% across the board - so taking the hit is of no concern.
Should I refund and withhold 50% restocking or follow advice of Seller Support and do not refund. If I do not refund, will A to Z team keep the case open until buyer returns my item? The problem is it is Russian Roullette cause it is impossible to know what the A to Z people will do. 50% restock seems the conservative choice.