An issue I regularly have is customer returns marked by the customer as 'damaged or defective prior to shipping' being given a 'customer damaged' disposition. I never understand how the customer has damaged it if they claim to have received it already damaged/defective. Are Amazon effectively saying that the customer is lying?

SS have told me that "When the return is done under a defect status, it is always marked as customer damaged. That is Amazon policy."

Is this an official Amazon policy?