Quoting from Amazon.ca return policy - "items must be in new condition with original packaging and accessories."

In my case, customer received product which was damaged.

They created return authorization with reason- Product damaged, but shipping box OK.

I received the return. I have verified the serial number and the damage. HOWEVER, product is missing the original packaging.

What confuses me is - if the shipping box (original packaging) is OK, why did the customer not put item back in the original package and return it. It would be super easy. Instead, customer has put in a lot of extra time and care to repackage item in bubble wrap, and ship it in a plain box.

My confusion doesn't stop there.

- should i be refunding this customer? Amazon policy says "original packaging" is required

- I know i will need the original packaging to file a claim with the shipping company.

Any advice will be appreciated.