Dear all, I am desperate and if there is any moderator here, please help.

We have a problem with a customer who has returned used and old goods to us. Although we have set up a CASE, repeatedly written an appeal which absolutely proves the customer's unfair behaviour, sent a photo and even the customer himself has 'admitted' in messages that he may have sent the wrong product, he has been refunded in full under AZ - Claim. And Amazon wrote that the customer returned the goods as he should have in order!!! Evidence, conversation and everything speaks for not! We even did a partial refund and still got the money back. What about us?

Please help.