This is the first time we have experienced this and are coming up against brick walls trying to get this resolved.

Out of the blue we were notified that a order (not a small one) had been refunded as non-received. We'd had no contact from the customer and there was a very clear image of the delivery tracking that matched the address precisely. We contacted the customer as we were confused as to why this had happened. The customer explained that they'd contacted Amazon about another order from another seller but they'd refunded ours by mistake. They had the order and were contacting Amazon urgently to try and get the mistake rectified.

A short while later they called us back - they'd been told that Amazon didn't need to rebill them and the cost of that error would be covered by Amazon and we wouldn't be impacted. This doesn't seem to be the case as far as we're concerned - we've had no reimbursement, a safe-t claim was refused and the appeal also refused - the latest on that is that Amazon are entering no further correspondence about the matter!

I've had several cases open about this - all start off promising the matter will be referred to the correct department but then finish with a standard email asking us to reopen the safe-t, which we can't. And we don't feel this is a safe-t matter - we're trying to get an error corrected.

Does anyone have a contact for the correct department? I'm just going round in circles dealing with their call centre who either just cut off on the pretence that they're transferring a call or just take the matter back to email/safe-t.