Amazon has different face masks for different countries even though Same Executives handle multiple countries. As far my interrogation with one of Amazon's customer care executives most the calls with language setting to English all over the world to amazon has been handled mostly in India due to cheap labor workforce.There customer care exectives has some base limit for refunds apart from which requires approval from Manager and authorised representatives after Investigations. However there are many allegations that the amazon is not treating with same level of gentleness to all other developing countries like India.
Vox media Podcast How amazon became giant and dominates the Indstry https://www.vox.com/land-of-the-giants-podcast