I was forced to pay an additional financing fee for the product I made a full refund for.

The customer used Amazon financing when purchasing the product. The product cost was 2530 MXN, and the financing fee was 878 MXN. I issued a full refund to the customer, but they said they did not get back the 878 MXN. I contacted support five times, mentioning the case IDs in my appeal and stating that the call recordings can be reviewed. I asked if I am supposed to pay this amount, and if so, how can I pay it since the system doesn't allow it. Each time, I was told that I don't need to pay any extra amount and that my full refund is sufficient.

Today, I woke up to an A-to-Z decision. The customer was refunded the 878 MXN from my own pocket. My ODR has increased, and my account health has declined. I don't understand why I am being punished this way when I was told I didn't need to do anything. I don't care about the 878 MXN; the customer can keep it. But this issue shouldn't affect my ODR and account health. I have a spotless account with no violations. I care about my customers and don't let them down. However, Amazon continuously causes me problems.

order id: 701-9832562-1202634