Buyer eligible for refund even if they return the wrong item???

111-4330646-8865808

We recently lost an A-Z claim where a customer returned a completely different item.

The item they returned is a CPU cooler in its original box when they had ordered a motherboard.

They put the return label directly on the CPU Cooler box.

If you guys are unfamiliar with the size of these items, a CPU cooler is much smaller than a motherboard.

They could not even fit the product they bought from us in the box they sent back.

This proves they did not send back the correct item.

We provided the pictures to the customer that proves this and denied the return.

Amazon just ruled against us and the appeal stating "We have reviewed all available information and determined that the buyer is eligible for a full refund."

What is going on here? We cannot figure it out as we dont know how else to proceed.

Any help?

@SEAmod