Customer claimed he received a damaged product. Amazon issued a return label to customer and told me to send a no-charge replacement, which I did. Now 55 days later, customer has not returned the original item.

According to Amazon's own replacement policy, "you’re eligible for an automatic reimbursement if the buyer fails to return the original item to the carrier within 30 days of the replacement order being sent." This text is under "How replacements work" at on Seller Help page: https://sellercentral.amazon.com/help/hub/reference/G9675EJHNZ2ZE3M5

On the Amazon Manage Returns page for this order it shows the return as "Package left the shipper facility" which is untrue. Tracking at the carrier's wesbsite says "UPS doesn’t have possession of the package yet" -- after 55 days.

Trying to file a SAFE-T claim, I get this message: "This order is not eligible for a SAFE-T claim because the original item is in transit. Please contact the carrier directly if you want to file a claim for the shipment."

Amazon forum monitors, please help. Thank you.