Any large-scale consumer-grade service optimizes for cheapness of support.
It's just a coincidence that when it comes to retail, the cheap option (just ship another one out) also works well for the customer. At scale, shipping duplicate items, even expensive ones still works out cheaper than well-trained, competent, well-treated and well-paid humans.
This one on the other hand requires engineering time (can't be resolved by a bot or monkey pressing a "ship another item" button) which isn't cheap and unless they have legal liability, it's cheaper to just stonewall or even ban this customer forever and lose their business.
It's just a coincidence that when it comes to retail, the cheap option (just ship another one out) also works well for the customer. At scale, shipping duplicate items, even expensive ones still works out cheaper than well-trained, competent, well-treated and well-paid humans.
This one on the other hand requires engineering time (can't be resolved by a bot or monkey pressing a "ship another item" button) which isn't cheap and unless they have legal liability, it's cheaper to just stonewall or even ban this customer forever and lose their business.