Hello, we received a message from a customer via seller support yesterday that made no sense. The customer stated that the book they ordered was not the correct book. The message from Amazon support to us was that they "buyer requests a replacement item, he cannot return the item as he cannot go to the post office, requesting a replacement." The CSR somehow opened up a return request at the same time? We gave them a refund because the message made no sense. Moreover, the book was the book that was on Amazon's website, and it was accurate, as we took a picture of it, and it is on Amazon's website under the book. How can Amazon allow people to circumvent sellers like this and bypass their own policy on returns? We ended up giving the buyer a refund as we do not want to pay for return shipping even though Amazon does not adhere to their own policies on returns and the customer was trying to get a freebie. Is there any way that we can get our money back via any avenue on Amazon for this? The second situation we encountered was a buyer that rated us "very poor" on the voice of the customer rating. This was for a book that was used very good and it had very detailed description in the comments. The buyer left this very poor review and stated it was "defective item." We received a return request today stating "no longer needed" as the rationale for return. Again, we ended up telling them to keep the book along with the companion book we sent as a gesture as we do not want to pay for return shipping. However, the buyer has effectively terminated our buy box since they stated that our item was "defective" under voice of the customer, notwithstanding stating said item was "no longer needed" for rationale for the return request. Is there someone at Amazon that can assist us with this matter and look into either of these situations? We would like to know if anyone else had like or related experiences and if there are any remedies to said experiences.