They're pretty good at automating returns but kind of shitty at refunds in any scenario where their system thinks you received a package that you actually did n

They're pretty good at automating returns but kind of shitty at refunds in any scenario where their system thinks you received a package that you actually did not. I've heard a number of stories to that effect, and the one time it happened to me they had a bot that charged my card every time customer service issued a refund (at the time, you had to go through customer service to get a refund without a return). It took four additional attempts before they were able to actually keep the automated system from issuing additional charges.