I had a customer make an order for a 1oz item, and then a couple minutes later, make another purchase for the same product but in 4oz which is only slightly more expensive, so a better deal. Sometimes people do buy both in the same order, but usually most request cancellation because they wanted the bigger bottle. So these arrived, shortly later the customer made a "Where's my Stuff?", he could not find the items. This was 3 days early. I provided a reply that they were delivered by USPS, not left at the door, that usually works for most inquiries like that because they assume it was Amazon Prime at their door and not in the mailbox. A few hours later he said that he did not actually make the purchases because someone hacked his Amazon account and did this order and maxed out his credit card (for about $40) and sent it to another address, so he needed a refund immediately, and that he had contacted Amazon and Amazon told him to contact us directly for a refund. We had some email exchanges back and forth but he did not want to contact Amazon again, or call his credit card company, and wanted the refund directly from us. That does not make any sense to me as most would just want a new credit card entirely I assume, and would want to contact their bank. I told him he should initiate a chargeback to get a refund, as I do not feel we are responsible for those circumstances, I assumed Amazon would defend me. Of course, he had not made any contact while in transit, and seeing his emails/app notice about the orders being placed, then the shipping notification, but clearly saw the arrival notification, and tried to make an INR claim immediately, then went to the claim about his account hacked. It all smells super fishy to me.

So both orders came back a long while later with the chargebacks. I provided the information to Amazon and there was no reply, and then a week later I got the notification that I would be responsible because I did not reply. I replied that I had, possibly never processed email because it was sent from another address than the account address (it's a forwarded virtual email as the account email), but they did respond again only to one of the chargebacks:

"We have reviewed the dispute on order order-id. We found that you should not have been held responsible for issuing a refund. We have posted a credit of 19.07 USD to your account to compensate you for the amount that we charged your account when you refunded the order."

I emailed again back about the other one and they said they cannot communicate with me because they can only communicate with me when the incoming email is the account holder email, but I can't send from that. I replied again with these statement about the other one saying I should not be responsible, and so why would the other not be? They did not reply.

And, well, both chargebacks are still showing as Resolved with me responsible, and then I got a warning notice about Order Defect >1% and account at risk. I had a few A to Z claims in the last week or two as well, all absolutely unfair, with customers claiming INR and never making any communication at all, that's their only inquiry, and all the appeals were rejected. I thought we were supposed to have a chance to reply first to a customer concern.

So is there anyone here from Amazon that can help? It is just wild how hard I can work to get orders out fast way ahead of schedule, packed super well, well keep a 97% feedback rating, and still be getting order defects and scams , fake returns all completely out of my control, and Amazon warning about account deactivation and making me financially responsible for all of this.

Any advice? Thanks