No refund without a return. This is how is should be, but isn’t.
There isn’t anything that Jeff or anyone else can do to remove this type of feedback.
People have figured out how to cheat the system.
Unfortunately, this is the bad part of the way business is done here.
We all get trashed in this instance.

Had a recent customer do the same thing. Threatened negative feedback if I didn’t refund the item and this was prior to the package even arriving at their residence. Some people just suck a$$ and we have to deal with it. Probably not this jerk’s first rodeo. I am keeping a list of these folks and looking for repeat behavior. Anyway good luck…We as sellers should keep a global black list of dirty buyers, unfortunately as well as they know the system, many are probably resellers doing arbitrage.

Don’t be bullied by this customer. You can comment on their feedback stating how they threatened you. People see that. It won’t affect your sales.

I NEVER refund without receiving my item back. Even when I know it will go to the trash. I don’t reward bad behavior. Some customers start a return request thinking I wouldn’t want to proceed but I go straight to the end. Due process has to be followed for the sake of other sellers too. Good luck to you.

If I were a buyer reading your feedback comments, I would be more put off by recent feedback that mentions product condition is not as described. You might want to consider downgrading the conditions of your items if buyers are disappointed with condition and also mention that in feedback comments. It’s better to surprise buyers with a better condition than to disappoint them with less. It would also help to improve your feedback rating in the long term.

Just let it go, no big deal. There is A-holes of all kinds. They think the world owes them for existing. Only what? 2 percent of purchasers may not have the right mind set that you have to deal with. Who reads feedback anyway when customers are purchasing on here. I believe maybe less than 1 percent of customers actually leave feedback. I wouldn’t get bent out of shape over it. It is more of a hassle trying to have it removed. It is just a part of business just accept it. But at least you can defend yourself by leaving a comment after feedback received. I wish you had the option to block certain buyers like you can on ebay. Oh well you know, life goes on.

Oh, Its Very Appropriate…!

like we say in the military embrace the suck

but over the years I noticed a more liberal stance on reimbursement, freebies etc on .com than .ca or .uk etc

This is where you write a very professional response to the feedback stating only the facts. "Customer bought XXXXXX on 4-3-20, requested a refund without a return on 4-10-20, Told 4-10-20 that to receive refund they had to return the item. As of 4-17-20 We have not yet received item back. If/when it arrives back to us, after inspecting the condition of item, we will promptly send refund to customer. "

At no time you do not want to appear snarky. Save that for here LOL! Would this guy be able to walk into WM, or any other store without the item and expect to receive a refund? Of Course not, yet for some reason people here do. Ridiculous!

What I would do then, is respond directly to the negative feedback that he has to return item for a refund and you are following amazon policy.