亚马逊买家要求退货，让我给他call tag，提供pick up（上门取货）服务？

有个买家要求退货，退货的理由是“Item defective or doesn’t work（物品缺损/出故障）”，我们就把pre-paid mailinglabel发给他，让他把货退给我们。可是这个买家却要求我们为他安排pick up（上门取件），还提交了A-Z claim。

我们马上回复说，在买家把货退给我们之后，我们会退钱给他：“We provided two pre paid labels for both chairs so the customer could return the items. We have no problem refunding this order as soon as we receive the merchandise back to us.”

然后亚马逊的回复是，我应该提供call tag，或者是给这个买家安排pick up：“We are writing to follow up with you regarding theGuarantee Claim that was filed for order 002-0390962-xxxxxxx. While werealize that you have provided your return address, we would ask you to issue a call tag/ pick up for the buyer as the order is damaged and is a heavy item.”

怎么办？我要给这个买家安排pick up吗（他买的是两张摇椅，重量总共是52磅）？