I used AppleCare to request an express replacement because the store didn't have the model I needed. After receiving the replacement, I packed up the original phone and handed it directly to a FedEx store, where I received a drop-off receipt. FedEx later lost the package, and its tracking still shows that it was never delivered.
I contacted FedEx, but they couldn't do much because the shipment used Apple's prepaid label. Apple initially reviewed the tracking information, confirmed that I had returned the phone, and removed the replacement charge. Nearly two months later, Apple unexpectedly charged me about $1,000 for the device.
Support has now reviewed the same information again and escalated the issue, but it remains unresolved. Has anyone dealt with a similar situation? Should I dispute the charge with my card issuer, and could doing so cause Apple to disable or otherwise restrict the replacement phone?
3 Answers
The original FedEx receipt is especially important because it shows you completed your part of the return. Save a photo or scan of it, the label details, the tracking page, and the charge on your statement. If the charge remains, follow up through the card issuer within its dispute deadline rather than waiting indefinitely. AppleCare’s replacement fee and the full device value may be handled under different terms, so ask Apple for an itemized explanation of why the larger amount was charged.
Keep working with Apple support, but ask for the case number and request escalation to the team handling return-replacement charges. Provide the tracking number, the FedEx drop-off receipt, and any proof that Apple previously confirmed the return. Get the resolution in writing if possible and keep a timeline of every call. The carrier’s failure after you handed over the package should be investigated between Apple and FedEx rather than treated as your failure to return it.
If Apple doesn’t fix it promptly, contact your card issuer and ask about disputing the charge as a returned merchandise or billing error. Submit the drop-off receipt, tracking history, and your communications with Apple. Before doing that, ask Apple whether the charge is a temporary authorization or a completed charge, and document the date and amount. A card dispute doesn’t automatically mean the phone will be disabled, but Apple’s policies and the account history can vary, so it’s worth asking them directly while preserving all your evidence.
I’d prefer not to charge it back unless necessary because I’m worried Apple could restrict the replacement device. For now, I’m giving the escalation team another chance to resolve it.
I already supplied the tracking information and confirmed that I handed it to an employee at a FedEx store. Apple has escalated it again, so I’m waiting to see whether they reverse the charge.