I am finding it very hard to find any help or support when it comes to returns or refunds. Our products come wrapped in a plastic wrapping.. once that is opened the product becomes contaminated with particles in the air and we can not re-use or re-sell it due to health and hygiene issues such as allergies. We have customers being granted refunds when this happens and it leaves us short. We are currently trying to work with a customer to send them an un-paid return label. They say they are unable to reopen a return request for the order and the only option I have for their order is to refund. We do not want to refund until we receive the items back to see if the plastic wrap remains as our interactions with the customer have been all over the place.. saying they opened it, then saying they did not receive it, then saying they did receive it and it isn't opened (after we provided proof of delivery). I am so disappointed with the lack of support from Amazon overall. It is impossible to find answers to our questions and it is impossible to just talk to someone to get help.

Does anyone have any insights or tips on how to navigate this platform?