This is beyond frustrating and I'm not sure how to escalate it further, so here we go...

• Customer purchased a physically large item on July 27.
• Customer made a return request on July 31 with the reason "Bought wrong part".
• Return was authorized with an optional prepaid label with a specified cost of $79.00.
• This label was used, the return was received, and a full refund was issued, minus $79.00.
• Customer sent us a message stating that Amazon said this item would fit his truck, but it didn't, so he shouldn't have to pay for return shipping. We investigated and Amazon's "confirmed fit" tool is indeed incorrect for this listing, so we agree to refund him the return shipping cost.
• Amazon's "Refund order" page has "Charged: $79.00" on the "Return shipping" line with no option to provide a refund. An amount can be specified on the "Additional refunds" line, but if we enter $79.00, we get an error stating, "Eligible limit for concession is breached. Please change concession amount and retry." There are no other options to initiate the refund and uploading an Order Adjustments File results in a similar error.
• We have spent hours in chat and on the phone with Amazon support agents through tickets 15910995491 and 15912222511, but the support agents are unable to issue the refund on their end either, and all attempts at escalation result in nonsense replies from the "internal team" that the concession amount can't be exceeded.
• We are NOT trying to issue a refund beyond what the customer paid. We are simply trying to provide the customer with a FULL refund, including the return shipping charge that was excluded from the original refund.

I understand that this is a forum and that other sellers will not be able to assist with this, so my hope is that a moderator will see it, investigate, discover how absurd it is that we are unable to provide this customer with a full refund, and properly escalate this issue to a team who can issue the $79.00 refund to the customer. If not, I can also try reaching out to the Executive Team via jeff@, but I thought I'd try here first.