Customer wrote me as Amazon's customer service team via our Buyer - Seller Messaging Chat

Hello, I need help to know if this is real or a scam since something like this has never happened to us.

1- The customer contacted us that the product had arrived broken and leaking and asked for the full refund (also she paid express shipping and we bought the 2 day shipping label with UPS via Amazon)

2- We asked for a picture to document the case and proceed with the refund

3- She told us she didn't know how to send us the picture

4- We wrote to her the step by step on how to attach a file

5- She just told us “I sent it”, but it's not true, we didn't receive anything

6- We wrote to her again to send us the picture and the steps on how to attach a file

7- The following appeared in the chat:

"Dear Amazon Seller,

This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:

Product: B018IEJ532

Order number: 114-4764771-5233048

Return requested: No

Reason for contact: Hi,

Greetings from Amazon. Customer received the item damaged and prefer Refund, non-returnable item and customer have photos, please provide refund and get back with confirmation via email.

Thank you

Please respond to this request within 48 hours.

Thanks,

Amazon Customer Service"

It looks like a message that she wrote to us, but I don't know if it's her impersonating Amazon or if Amazon Customer Service can also write in the buyer-seller chat in that way. (also she always use the word photo instead of picture, maybe she is the one correct, English is not my first language either, but that called my attention)

We still haven't received the proof or evidence of the damaged product, which honestly is very difficult to break and that's why we asked for the picture in the first place.

How should we proceed in a case like this?

Thank you very much for your attention and help.