Amazon - Refund not initiated

I ordered an asus vivobook ** from my friend's account on ** october **** .I was not happy with the product so I asked for replacement . On contacting with Amazon I was told that replacement is not available so they will refund the whole amount .Further they informed that pick up is not available so you need to do a self return through any courier and submit the slip of courier . So I returned the laptop through dtdc which reached on ** november. After that I contacted amazon for refund process. Till ** november amazon support was saying item has been received and we will initiate refund. But on ** november suddenly on contacting amazon support,we were told that package received by them was empty and denied refund.When we asked for proofs they said to email to buyerreturns@amazon.So I wrote a mail to them and waiting since then for a response.Amazon didn't provide me any proofs regarding packaging condition , video of unboxing , whats inside the box . As *kg labelled box can be empty