Help With Fraudulent Buyer

About 3 weeks ago I despatched a parcel to a buyer which contained 3 different shades of a cosmetic item.
I used the RM48 service, the item was not doorstep scanned, however, it’s clear it was delivered as a couple of days later, the buyer opened a Return request for one of the items, stating
NO LONGER NEEDED
I accepted the return, however, advised that the cost to return would be at the expense to the buyer.
Next day, the buyer opened a 2nd return request, for a 2nd item in the order, same reason
I accepted the return & again detailed at her expense.

A few days after that, I received a
request for a refund on the whole order
ITEM NOT RECEIVED

Interestingly the postal address is not a home address, but the address of a Post Office in
(my hometown) Glasgow.
The business is like a Londis
She either works there, or uses that address to receive her mail

I messaged the the buyer and told her she does have this order.
I reminded her of the 2 return requests she made, and then advised that I will not be refunding her, as she cannot claim non receipt for an order which she has
I’ve not heard back since.

I’ve been away so waited til I got home before phoning the Royal Mail to report her.
RM didn’t really want to take any details, the person I spoke to advised me it’s up to Amazon to deal with.
I raised a case with Amazon this afternoon, I didn’t expect to hear back so soon, but they’ve requested information from me which I don’t understand

Before I reply I thought I’d share it on this Forum

This is what Amazon ask for

After investigating your case i would like to let you know that you need to provide an image of the Buyer Fraud item. Please provide us the details to assist you further.

Surely they don’t mean a photo of the parcel?
Nobody photographs every singe order before despatch do they?

Just wondering if anyone else has had a similar experience