A buyer purchased 4 of the same item through FBA. We received the items back from Amazon. They don't even appear to have been opened. The customer returned the items through Kohl's return drop off. The return reason was "unwanted item". The buyer then purchased a different size of the same item.

Kohl's applied return labels to each of the 4 items. Amazon then cut the labels off by slicing through the packaging and tearing the packaging. I know it's a Kohl's return as the Amazon associate left part of the label intact.

We filed a reimbursement as Amazon clearly caused this damage to the items not the buyer. Amazon says that since the items were damaged by the customer we cannot be reimbursed. The images clearly show that someone who is NOT the buyer caused damage to these items as Kohl's is the one to apply the self adhesive thermal labels to the packages.

I keep getting the same canned response from Amazon that they do not reimburse for customer damaged items. We keep explaining that Amazon is the one responsible for making these items unsellable. It's like everyone there means to be dense to avoid taking responsibility and following policy.

Could a mod please look into this issue case ID 14738843621. We supplied all of the requested information.