The customer got a refund/return and then ordered a replacement and paid $0.00

Hello Amazon Seller Community,

I’m reaching out for advice regarding an unfair A-to-Z claim. Here’s what happened with Order #111-9795240-5622602

December 7: The customer provided an incorrect address, causing the package to be returned to us. We contacted the customer to confirm the correct address.

December 12: The customer confirmed the correct address, and we arranged a replacement shipment.

December 13: We provided the customer with the new tracking number.

December 18: Despite knowing the replacement was on its way, the customer filed an A-to-Z claim and received a refund.

The replacement package was later delivered and signed for by the customer.

Now, the customer has both the product and the refund, which is unfair to us as the seller. The issue arose due to the customer’s incorrect address, and we promptly resolved it by sending a replacement. However, the customer still chose to file a claim while the replacement was in transit.

Has anyone experienced a similar situation? How can we request Amazon to review this order and reverse the refund since the customer received the product? Any advice would be greatly appreciated.

Thank you!

@Seller_1KYLYkgAlu4xX@Seller_s3amN64nZ4y9V@Seller_RsATYbG9XP0HP@Seller_ovM5p622oIbGp@Seller_c2KLMXKhUYF3u@Seller_Lz6S1nnAIzbYB@Seller_pB5cNkUhpDlVP@Seller_khUF6HPR2AHxu@Seller_vtQxROP6UNr1O@Seller_pAPBCLhysbW5T@Seller_t9kvdr2yixQej@Seller_khUF6HPR2AHxu@Seller_nS0jcFQNDLG3e

A customer purchased an item (FBA), claimed it was damaged, received a full refund, then also received a free replacement. So, they get an item completely free of charge?

I'm unable to post a screenshot for some reason, but I can assure you, the original order was fully refunded, and a new "Free Replacement" order was created and fulfilled.

Am I able to be reimbursed for this?