Return Dashboard Doesn't Authorise My Request

Hi, this is urgent! CASE ID:11142447212

I received a return request yesterday for the order 202-1724232-9021912 , tried to authorise it but could not do since the following message appears:

"System Error

There was a system error. Please try again in 15 minutes."

First, I sent the label and the instructions using the messaging app to be on the safe side.

24 hours later today, I cleared the cache, restarted the browser, tried another one, contacted seller support, they transferred me to a specialist who advised me do the things I already did, but no use in the end. I asked them to send the instructions and label for me, but they said only sellers could do it. Then I asked them if the customer contacted the customer service and claimed their return wasn't authorised, would they be refunded with my money, and our chat was ended suddenly for no reason (!)

How am I going to authorise this return before 48 hours window closes? Will you protect me if the customer contacts you for a refund? Can you please have a look?

@Spencer_Amazon @Winston_Amazon @Julia_Amzn