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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