When we call customer service, they transfer the case to the A-Z department, but whoever is tier 1 in that department does not understand what the Scam is, so they just auto-reject the ticket. We have probably lost about 2k on this scam in the past month. We need someone from the forum moderation team to create a ticket for the right department to get our money back. We have had good luck here in the past getting to the right person who has handled refunds back to us for customer scams. We have screenshots of the addresses they were delivered to. 2 of the orders were delivered 50 miles away. The other order was delivered to another country. Basically, the customers are getting the free return label from Amazon. They then go into an editing program and edit the return address but keep the tracking number the same. I assume they send it to a friend, so they actually keep the phone. After the Amazon system shows it was delivered, it automatically triggers a successful A-Z claim granted to the customer because the Amazon system is not smart enough to know it was not delivered to the correct address. We try to explain this to the reps but they have no clue what they are doing. It's a really straightforward scam and not that hard to understand but apparently, we need to spend 25 hours trying to get 2k back when a simple 10 minute conversation with a rational human could fix the issue. Please help us get this sorted out