Amazon refunded customer without requiring the customer to send back merchandise they received.

Amazon recently declined a claim we made. The order was over $1200. The customer claimed they never received the items and requested a refund. All items were shipped USPS and there was a slight delay. However, everything was shipped to the customer and the tracking numbers are proof. I filed a claim to get reimbursed with amazon, but they declined it. The customer received a refund, then was able to keep over $1200 or merchandise. If nothing gets resolved, I think it is time to take legal action. I have three other orders that I just put claims in for the same thing.