A-Z Claim on B2B Order - No refund option from seller central

Customer’s B2B order (from Amazon Business EU SARL) was RTS by courier because of undeliverable shipping address. Customer contacted us for non-delivery and we attempted to refund the order. However seller central does not provide any option to refund such types of B2B orders for some reason. Therefore I emailed to buyer about the issue and requested their patience while I find an option from seller support team to refund.

Seller support team advised us to ask customer to contact customer support for refund. We advised the same to the customer in the buyer/seller messages. To my surprise I had an a-z claim landed on our seller account which seems to be opened by customer support team.

We appealed against the claim and explained very clearly with the screenshot showing limitations of seller central account for these types of orders and directed them to seller support case#. However still our appeals were rejected.

I have reappealed few times and amazon replied to us they will stick by their decision and will not reverse the claim decision.

Now our seller support cases for appeals are also showing just transferred and no response is provided. Has anyone dealth with such B2B orders and how you guys refund (if no returns request is created)?