Duplicate missing parcel messages from different customers - Amazon Bot?

This week I have had 2 different customers saying they have not received their item. Not a problem as tracking confirms non-delivery so I issue refund.

However, the wording from the customer was exactly the same, which makes me a little suspicious -:

I still have not received my order even though the estimated delivery date has passed. Can you expedite the shipment or provide additional tracking information for my order no. 999-9999999-9999999 if the item is expected to arrive soon, or otherwise process a full refund?

Now if the message was generated by Customer Support then yes it would be a template, but usually when customer has contacted them, the message begins 'We have been contacted by a mutual customer.........' etc

Also, both messages were received exactly 10 days after the estimated delivery date.

So I am now wandering if Amazon has created a bot to automatically check tracking and if an item is not delivered within 10 days after estimated delivery date it sends out the above message on behalf of the customer?