Why do none of my Returns ever get provided with a return label?

So I have the opposite of what most on here complain about. My buyers don't get provided with Pre-paid returns labels. The items they are returning are non hazardous items that are sent with Royal Mail so no reason for this. I have opened a support case and they said some old stuff about handmade, custom and flowers none of which we sell. Replied back to case with this 2 weeks ago and case is still pending amazon reply. Can mods take a look please? Also why is Amazon not held to the same standard as us when replying to cases?

case id 10493974952