Hello we need a help on this matter.

Order ID: 114-0450724-7270664 ; Case ID: 16340694581 (No response from amazon since oct 4)

Wed, Sep 18, 2024, 12:03 PM when customer received the packages. Both shipping labels are purchased with amazon and claims and OTDR protected. Customer opened a return request 09/19/2024, with reason: Product and shipping box both damaged. We then messaged her on the same day to not return the items but send photos of the damaged instead for us to issue a refund to the order. There was no photos or evidences that has been sent. No evidence that the product was damaged. She replied Sep 24, 2024, saying she followed amazon's return process and already returned it. Date returned was 09/19/2024. Based on the tracking (UPS, amazon's return label- 1ZF2C2469062080046 ) it was 09/24/2024 - Damage Reported, The package has been damaged. All merchandise has been discarded and the sender will be notified. Take note that this was when the package was already on the delivery warehouse.

We didn't received the returned item, and there's no photo provided by the customer for evidence of the damage. We tried to file a claim with UPS but it said that a claim was already been filed. We know that the claim should just be filed either by the receiver or the sender but the customer denied that they have filed the claim.

Please advice on what should we do. We wanted to refund the customer with the order but we can't file a claim with the return courier because they had discarded the item. We will have a lost if we can 't do anything and just refund.

Since the item was discarded by ups in the return transit, can we file a reimbursement with amazon for the amount of the order? If yes, please help us file a reimbursement with these.

PS: We need to refund the customer until Oct 7. For our ODR not to be impacted.

Please advise. Thank you.

ArmadaMEDS