A customer ordered a $3899 coffee machine through FBA and returned it making out that it was defective. We had the item removed from inventory as they had deemed it unfulfillable. We received the item back today and the item that they have received and refunded the customer for is not the item they were sold. The item they returned was a completely different model of machine which is many years old, heavily used and no longer works. This item is worth ZERO dollars.

I tried to follow a link for a reimbursement but i got a message which said that this order was not eligible for reimbursement. So i've raised a separate case but i'm rather concerned that i'm not going to get anywhere with this.

Can anyone offer the correct path to challenge this. At the end of the day, if Amazon had inspected it properly they would have seen that it wasnt the item that was sold so therefore they should be liable.