I had a customer over the weekend open a return. It's in the clothing category and was within the 30 day return policy but for some reason Amazon's system didn't generate a free return label.

The customer contacts us and demands a free return label, but because the customer is impatient and didn't get an instant response the customer then contacts Amazon customer service.

There is then an A to Z opened against the order. The reason being? The customer is apparently now claiming that they have returned the item, the tracking shows we have received it but haven't refunded. Which is clearly untrue and totally contradicts their earlier contact where they are demanding a free return label.

So I contact the customer this morning. I send them a link to get a free RM return label, but also ask that if they haven't received a return label why have they opened a false A to Z claim stating they have already sent the return but not received a refund?

The customer denies opening an A to Z claim and states Amazon CS have done this on their behalf after contacting them.

To be honest, we'll contest the A to Z but will probably never get to the bottom of it, it is concerning however that Amazon CS could potentially be using their own system to commit fraud against third party sellers.