This is the error message I see when I try to start a safe t claim for this order:

"Seller needs to be debited to be eligible to file SAFE-T claim"

We recently sent a book to a buyer but it was returned by USPS as address undeliverable. As it was sent Media Mail we had to pay $4.87 to get it back. The buyer was sent a message about her address being no good and what would she like us to do but no response. Then came a refund claim for the book never arriving. We then sent a picture of the package showing undeliverable and postage due $4.87 along with tracking that shows the package went to her town but then was returned by USPS. No response. So I gave a refund minus the $4.87 along with a message explaining. No response. She then asked for the remaining money refunded which Amazon granted. I tried to file a Safe-T-Claim but received this message:

This order is not eligible for SAFE-T claim. Only Seller Fulfilled Prime orders, MFN Prepaid Return Label orders, Easy Ship orders and VAS orders, are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details

How can it be possible for Amazon to deny an obviously legitimate claim?

Had a customer order a repair kit, and returned the used broken parts for a full refund (refund at first scan). Just got the items back, took photos, etc. But it will not allow me to file a safe-t claim ? What am I doing wring ? What step am I missing. Thanks for the help!