I had a FBM customer who wanted a replacement for an order, although the price went up about $300. They got Customer Support to message me a few times asking for a replacement instead of a refund for a return, since the replacement request tool didn't seem to be working for the buyer- possibly because of the price change. After they kept insisted I agreed to send them a replacement instead of a refund. They wrote that in a comment in the return request, as well as confirmed clearly through buyer messages that they want a replacement instead of a refund.

I shipped out the replacement and confirmed with buyer that they received it and all is well.

Then a few days later Amazon automatically refunded the customer since the return shows delivered. I immediately go ahead and opened a Safe-T claim explaining the situation. I get the verdict: denied! "We have denied your reimbursement request for order X. There is no replacement request from the customer via the Online Return Center for order X. Only Free Replacement orders that are requested by the customer via the Online Return Center are eligible for a SAFE-T claim."

I think in hindsight I would go ahead and close the return without a refund to avoid the automatic refund but why was my claim denied, and what options do I have now?

It's very frustrating that I thought I was showing good customer service by agreeing to the replacement request when it didn't appear that I needed to, only to get backstabbed with a refund to customer I was nice to !

Does anyone have any similar experience or helpful advice? TIA !