And contribute further to the customer's unhappiness? "I got hacked near Christmas, and then Amazon wouldn't help me so some of my presents didn't get delivered right."
I don't see why anyone cares if Amazon is liberal in replacements. So long they're not somehow hurting your account standing with Amazon, it's Amazon's choice.
I wouldn't want my e-commerce store to fulfill orders for a compromised account without talking & confirming some key details with the customer. This HN post is testament to some funky ordering going on.
My experience has been positive with Amazon and there has been situations where they've gone out of their way to make the customer happy. I'm fairly confident that a situation like yours can be resolved with Amazon over phone.
But that's probably a big reason to _not_ let the orders through.