We are stuck in a loop. Any advice would be appreciated.

We have been asked by Amazon CS to refund a business buyer for a failed (lost by Amazon Shipping) delivery.

There is no option of refunding, this is an 'invoiced by Amazon' order so no option of refunding as the invoice has not been paid.

We can not submit a claim with Amazon shipping without first refunding the buyer which we are unable to do.

I understand that eventually the invoice will get paid and refunded but this is usually after around 60 days, we only have 28 days to claim from Amazon Shipping for the lost parcel.

By the time the buyer is sorted out it is then too late to claim from Amazon Shipping.

To make matters worse, we can not even contact the buyer to tell them what has gone wrong as this is not allowed with Invoiced by Amazon orders.

I am baffled !

hi everyone I need some advice or help for this,

We have few dishonest buyer experiences. First, I wanted to know how to block the buyer for buying again to my shop. Second, to report the buyer for not to harm anyone business. I have experiences quite few who abuse the system of return for saying defective item and when receives it back to me, it is working perfectly. Of course we have to pay for postage twice and waste of our time as a seller. How can we do this? If amazon only favours the buyer not the seller? We have few return and asking for refund even the courier proof it has been delivered to their address. It is a lost situation here. Amazon only refund £4 even the item is £25. Where is the fairness in this amazon site? Alot of scammers around the amazon nowadays, why is it there is no scouts to caught for this people? Even it is an obvious scammer, proof over proof, amazon still refund the buyer full.

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We have an order that we need to refund, it has been shipped and we have agreed a full refund with the customer.

The order is Invoice by Amazon and the buyer is "Amazon Business EU SARL". I don't get the normal refund option so I'm not sure how we can refund the customer?

Has anyone come across this before?