I returned an iPhone using Apple's prepaid FedEx label and the original shipping box. Apple says the package arrived without the phone, while FedEx says it accepted the package at about two pounds. The box may have been tampered with during shipping, but Apple says it cannot issue a refund because its records show that the device was never received. FedEx says Apple has to file the claim because Apple purchased the shipping label. I also contacted the Walgreens drop-off location, but its security footage did not show anything useful, and I filed a police report. I'm stuck between Apple and FedEx and would appreciate advice on how to document the chain of custody and get this investigated.
3 Answers
The important point is the package’s chain of custody. FedEx recorded receiving a roughly two-pound parcel, but Apple says it received an empty box. Apple, as the label purchaser, may need to open the carrier investigation or claim. Ask Apple for a written case number, the delivery scan details, and any intake photos or inspection records they can release. Keep all receipts, tracking information, drop-off records, and the police report together.
This is why it helps to record the entire packing process, including the phone going into the box, the package being sealed, and the package’s weight. For this shipment, ask FedEx for the acceptance weight and every subsequent weight or inspection scan. A mismatch between those records could help show where the contents disappeared, although the carrier may only discuss the claim with the account holder who bought the label.
Keep escalating through Apple’s formal return or logistics investigation process rather than relying only on ordinary customer service. Request that Apple preserve the delivery evidence and open a carrier claim. The police report can document the suspected theft, but Apple and FedEx’s internal scan records, package photos, and weight history are likely to be more useful in determining when the phone went missing.
An Apple representative responded after I contacted executive customer support and told me to contact the police again. Apple still has not provided the photo of the package they received, although the representative said they would investigate whether it could be released to me for the police report.