bad service

I'm a Avon Representative , and i hate to do this but for the first time i have an unhappy client with a product that they bought from Avon , so now i feel bad because i sold it to them, now for a while now i'm struggling to get hold of anyone to assist me to return this item , i emailed and phoned etc, after all this i manage to get hold of my team leader which said she can not help me and then referred me to someone else , which i got hold of and then again she referred me back . i'm up and down and no one can assist me ? The client wants her money back and now it looks like i have to pay this out of my own pocket because there is no system in place to follow , its a HUGE struggle . this is so unacceptable.