Amazon Won’t Refund After Confirming Order Cancellation – Now Asking for a Police Report?

I placed an order worth $200 last week, scheduled for next-day delivery. However, on the same day I ordered, I had a family emergency and had to leave the country ASAP. Since no one would be home to accept the package, I tried to cancel it, but the system wouldn’t let me.

I contacted Amazon customer service and explained my situation, also mentioning that I had no family or friends nearby who could accept the package for me. The agent confirmed that they were able to cancel the order and assured me it would not be delivered. I trusted that, but the next day, I received an email saying the package had been delivered anyway.

I contacted customer service again, and they told me I would receive a refund due to the circumstances, receiving an email confirming this. A week passed, and I still hadn’t received anything, so I contacted them again. Now, they're saying I need to file a police report to get my refund.

I told them I didn’t even know if the package was stolen. It could still be there, just damaged after multiple snowstorms this past week. What exactly am I supposed to file a report for? Plus, I’m still out of the country, so I can’t check.

Has anyone dealt with this before? Any advice?