Fraudulent A to Z Claim

We recently had a return request created for a yellow toner cartridge. The return reason given was "Item Defective or doesn't work" with buyer comment "I recently installed a defective cartridge (black streaks all over the page)". It is incredibly unlikely that our replacement yellow toner would cause black toner streaks on prints. Because the return shipment was already at our warehouse, our staff did not follow up on this specific issue with the customer and would have simply refunded them provided our product was returned.

When receiving the return, our staff noted that the returned product did not match our records of what was shipped to the customer. Our staff specifically noted that the returned product was not a product that we sell and in fact was a completely separate ink cartridge rather than the yellow toner cartridge that records indicate the customer should have received. Thus they closed the return with a message to the customer to the effect of "This order has not been returned, pictures of the return packaging & product can be provided to you by replying to this message. If you can return the original products then we can assist with a refund." It should also be noted that the packaging of the return would not physically have been able to hold the product that the customer ordered in addition to the weight of the return being drastically off.

The customer later opened an A to Z claim with Customer Issue stating "Different from what I ordered" and Customer Comment stating "Different from what I ordered". Amazon determined that we were at fault, so our staff appealed the claim, pointing out the above statements and noting that at the time, they were unsure how to provide the pictures of the return to Amazon. We later found that you are apparently supposed to attach relevant images in a message to the customer & direct Seller Support to that message's history.

After appealing the claim, Amazon sent us a notification stating "We have reviewed the buyer’s claim and the information you provided for order 111-xxxxxxx-xxxxxxx. Although we understand your position, we stand by our decision."

We as a seller are a bit concerned that Amazon has effectively stated with this response that fraudulent returns are fine and will be 1) funded by the seller and 2) will impact the seller's ODR.

Could a mod please assist to resolve this issue?