A Small Dispute with Customer Care Over a Refund

Hello, over the past few days I exchanged several emails with Amazon Italy’s customer service regarding a return which, in my opinion, was refunded incorrectly. I’d like to hear your opinion about it. I’ll try to keep this as short and clear as possible.

Last year I bought a pair of wireless headphones for €99. The next day the price dropped to €85, so Amazon’s customer service refunded me the €15 difference as a “courtesy”, so to speak.

Now, a little over a year later, the headphones started having various issues, so I requested a return and refund.

I waited more than two weeks for the refund, and eventually I received €70 back to my card and €15 as a Gift Card balance.

And here’s the problem: that €15 Gift Card makes no sense. Customer Care told me that the refund process is “mechanical” (their exact words), so it can’t make mistakes. But in my opinion, it did make a mistake. For some reason it must have treated that previous €15 courtesy refund as if it had been paid by Gift Card, and refunded it accordingly.

So, did they mess up, or am I the one who’s completely clueless—which is also possible?