Amazon is your customer, they purchased it from you and resold it for the same price as they paid. As such, really A-Z Claims should not be possible, but of course this is Amazon and they prefer their own laws over UK ones.

Definitely, defend the A-Z Claim, explain in short bulet points that they can translate, and Bots can understand. Inform that this was sold to Amazon and not the end-user, you tried to authorise a refund of xx amount and happy to have that deducted, but ask that they do not count against you. Quote the SS Case number and upload a screenshot inc order number to prove you cannot issue a refund on that case (because Amazon still do not allow attachments to prove anything with A-Z Claims).

You cannot email the Buyer, BUT, the ones we have had, I think we could still upload a pre-paid courier label, show a price (even if you put £99.99 price) and then issue a refund when received back (unless Amazon issued the pre-paid postage return label). Use a courier if you can that only charges you if the label is used, even if a huge price, as you are charging the Buyer anyway.

Unless they show as faulty, so a free return, although I assume not in this case, then nothing can be deducted, so then instead:

You can add notes with the RMA, although hardly anyone reads them (you cannot add a phone number, nor email address though any longer).

You can have any photo as the returns postage label if it allows a return. Therefore, I assume no reason that you cannot put any typed information on that, so the Buyer can contact a number to arrange a collection. It would also need to show your returns name/address on it as a minimum.

I think any that needed to return have been SFP ones, so far, so maybe different than non-Prime? (it means no A-Z Claims, and Safe-T Claims allowed).

Again, Amazon do not think things through. A scheme only half designed and I bet someone was paid well to think of it.

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