Reversing an A to Z

Hi All
I after some advice on how to proceed,
We had an rare sale on Amazon France witch was sent parcel post via Royal Mail 2D
The customer chased so we put the number in the tracker and it came back that the number was not recognised
So I got in touch with my Royal Mail guy and he confirmed that it was not showing on the system.
In the meantime the customer raised an a to z which was granted straightaway.
As we have not had any feedback on France this put our account 100% ODR and at risk of deactivation.
So I sent the following to the customer as I was going to seek a refund from royal mail to cover the postage costs at least

Hi XXXXX,
Can you confirm that the order has still not turned up
Given that this item had a tracking number that did not work and the item has gone missing we will be seeking compensation from Royal Mail.
Which will kick off an investigation so if you can confirm the item has still not turned up it will speed things up.
Your assistance in this matter would be appreciated.
Warm Regards
Don
CHIPS

I then received the following reply

Hello, i’m confused as you are, i just received the delivery today… Even tho i was refund by amazon. I don’t know what to do so. I opened the delivery (not the box of i ordered, it’s still under blister (i can show you with a photo if you need proof).
So, like i said, i don’t know what to do, i was hoping that this situation would not happen.
I’m being honest here (i could have totally said nothing), so i hope you appreciate it.

1st thing is I would like the AtoZ struck out and my ODR back to zero so the risk of the account being deactivated is removed
Secondly it would be great if I can get this refunded back to my account.

Advice on how to proceed would be appreciated

Thanks in anticipation

Don

CHIPS