Hi,

we've been selling on Amazon on and off for the last 2-3 years or so while I would not say we're "very experienced" we do know all the basics. but about 2 weeks ago we have run into a situation that I've been struggling to resolve for over a week now and still no positive result and I'm hoping to get some help / advice from fellow experienced sellers.

Basically a buyer opened a SNAD return on a seller-fulfilled order (not FBA) and after communication via AMZ message we found out it was opened by mistake and buyer said explicitly that "they no longer need to return" but for some reason the return was kept open. At the time I had 3 options on the return -- contact buyer, issue refund, and return complete.

In my past experience with return I had selected "return complete" before in a similar no-return situation and there was no problem with this at all afterwards. However with this particular return after about 3 days I was informed by AMZ that they refunded my money to buyer.

Naturally I contacted Seller Support right away and after about 4-5 emails someone finally started reading my email and suggested a few useless things including SAFE-T, which apparently does not even apply to seller-fulfilled orders anyway. So I phoned Seller Support in the US (I'm based in Taiwan by the way) and they told me I had to get Buyer to contact CS in order to reverse the refund. I didn't think Buyer would help in this situation but I had no option so tried anyway. Fortunately Buyer expressed sympathy and tried contacting CS and even sent me the message the received. A few days had passed without any positive news. I contacted Seller Support again and basically they said there's nothing they can do. Attached is their reply again today.

Honestly, at this point I almost want to just give this up and write it off as loss despite it's over 600usd and not a minor loss.

1. If anyone has any other idea that I could try, please let me know.

2. should I have done things differently back then and not selected the "return complete" option? And just ignore it? I asked Seller Support about this on the phone actually and surprisingly -- they did not have any advice.

A very disappointing selling experience. If this happens again I'm closing shop.

thanks for reading in advance and any other tip / advice.