Return hasn't arrived or been updated from Amazon provided return label - USPS

Hello,

I'm pretty new to selling on Amazon and have had a return prior that went smoothly. I now have a customer who requested a return, got a label from Amazon two weeks ago but when I track it, it still shows "Awaiting item" on USPS. The same customer bought another size and that didn't work for them either so they requested another return earlier this week and it seems to be the same situation.

Is there anything I can do? I tried messaging the customer to ask if they shipped the products but haven't gotten a response. It also looks like they got an auto refund but maybe I'm not seeing that correctly because I still have the option to issue the refund.

Any help or suggestions would be appreciated. Thanks all!