a customer started a return request with the 'replacement' option, we received the order with a price of 0.00 from amazon, which was the replacement order, we shipped it to customer and they received it. the problem is the customer never returned the original order, so basically they got two items for the price of one, amazon support has been no help, they keep just saying to file a claim with the carrier for lost package. the package was not lost, it was just never shipped by the customer, the tracking number just says that the package was not handed to UPS yet. the order is not eligible for safe-t claim. is there anything i can do?

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Hello from Amazon Selling Partner Support,

As per your correspondence we understand that you have an open case for for order ID - is missing return.

We review your case, in such cases, sellers will be responsible for filing a claim directly with the carrier if a return is lost or damaged in transit. If this happens, please process a full refund to the customer, and file a claim directly with the carrier to receive a reimbursement.

For more information on managing seller-fulfilled returns, log into Seller Central and visit:

We're unable to file a SAFE-T Claim / Appeal a Return on your behalf.

To file a claim, please follow the directions on our Appeal a Return Help page:

We're unable to file a SAFE-T Claim / Appeal a Return on your behalf.

To file a claim, please follow the directions on our Appeal a Return Help page:

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A customer ordered a quest 2 128 as a birth gift, we used the Amazon shipping ground as the method, and the magic happened, the Amazon shipping ground package was returned because of package damaged(first time), and then the customer requested a replacement with expedited shipping, because the package was returned and we felt so sorry and we shipped the package via overnight at a totally 50$ lose for this fulfill. We thought we fixed the issue and said sorry to customer. But the drama came out after 4 days of delivery, the customer request a return and claim defective item to get full shipping and full refund back, this is a professional movement for scammer to get free items. when we received the package, the return package is 2 times heavy than the quest 2 and something was rolling inside the box, we opened the package, two rocks were in the package and the quest 2 is gone, we finally figured out why the first package via Amazon shipping ground is damaged and returned, the customer received package and opened the shipping box right away and took the item out and run after carrier to take package back and ask for a return. The Amazon carrier accept the return and we lost an item right away and she asked replacement to get another free one. But we used UPS to delivery the replacement package and UPS drop off and went away while she couldn't do the same trick again.

We reported the case to Amazon and charged a 100% restock fee for the return, but we still lose the first one stolen by the customer, and the customer is shameless to ask a full refund and messaged a lot. We don't know what we should do in the next since we don't know if Amazon will take money to full refund the customer, because the customer dare to do it because she has succeeded before.

SOLVED: SEE EDIT BELOW

I accidentally sent a customer the wrong item, and they requested a replacement through Amazon before messaging me. At the same time, they placed a second order for the correct item themselves.

To make things right, I refunded the first order and let them know there was no need to return the original item, they could keep it. Then I processed the second order, so they have received the correct item.

Now Amazon is telling them they need to return the first item or they’ll be charged for it using the credit card on file. Since I don’t actually need the first item back, how can I resolve this with Amazon? When I issued the refund, there wasn’t an option like "Refund without return."

Has anyone dealt with this before? I just want to make sure my customer isn’t charged unnecessarily.

Thanks for any advice!

EDIT: I discovered I have this wrong. I had no idea the 2nd order was actually a replacement order. This was confusing to me as it just came through shipstation as a regular order and I never looked at the $0 total. So Amazon allowed me to send a replacement without first receiving the return, but is expecting to see a return scan or they will charge the customer. Looks like Amazon is doing something right for the seller at least. I suppose if they now send me an empty package I'll be out because of the original refund (which is my fault for not understanding what happened).