I am facing a serious issue with returns and replacements through FBA and need your assistance. Please consider the following details:

The original FBA order was not delivered to the customer. Amazon initiated a free replacement. However, the UPS status has not been updated since mid-July, and the package is likely lost. Despite Amazon's request, the package has still not been delivered and remains in an indefinite state with UPS.

A free replacement was shipped from FBA a few days before the return request for original order was made to UPS. This replacement is still in transit and has not yet been delivered.

However, Amazon issued a refund to the customer for the original order despite the replacement already being sent. Now, Amazon is suggesting waiting for the replacement to be delivered and refuses to resolve the issue with the refund, shifting the responsibility onto me. Additionally, support suggested that I personally contact the customer to request they repay or refuse the replacement package, essentially asking me to demand money from the customer, which is highly irresponsible.

As a result, my Amazon account balance is now negative due to the simultaneous refund and replacement.

Amazon's Support response is surprising. Support acknowledged the error in handling the return and replacement but initially suggested that I personally request repayment from the customer, and later proposed waiting for the return process or replacement delivery to be completed.

Amazon's policy states that a free replacement should not be accompanied by a simultaneous refund. In this case, the return and replacement were processed simultaneously, violating the policy. Amazon support refuses to resolve the issue and shifts the responsibility onto me, causing additional difficulties.

I request that you review this case and provide guidance on how to resolve it. My current situation requires urgent intervention, as the simultaneous processing of returns and replacements and the lack of package movement are leading to significant costs and policy violations.