You can go with the decision of providing partial refund to the buyer once the item is returned to you. Regarding your concern about claims, I have checked and found that there is no claim filed for this order at the moment. In case an A-Z claim is filed on this order, we will contact you to ask you to represent the claim by responding from your Seller Account. Because Amazon investigates all claims, we will ask you for additional information about the order if a claim is filed.
Please be assured that we do not take a decision for an A-Z claim without consulting our sellers and knowing their perspective for any order. Our payments team considers both the seller's information and the buyer information in order to proceed further with the claim.
So, even though a claim is filed, as long as you proceed in accordance to Amazon policies, you can appeal the claim and we will not take any action against you for such claims wherein you proceeded in accordance to Amazon policies. You can provide this case ID as reference while appealing as we are aware of the original issue in this case.
And, if a negative feedback is posted as a result, we may not penalize the seller for this, if the seller is at no fault then we have a team that can remove the negative feedback.
If you feel that a buyer is attempting to inappropriately solicit an accommodation from you, you may submit your concerns to our investigations team providing detailed account of the situation at