I returned an iPhone using the FedEx label Apple provided and reused the original box. Apple says the package arrived without the phone inside, while FedEx says it accepted the shipment at about two pounds—far heavier than an empty box. I dropped it off at Walgreens, but staff said their cameras did not show anything useful. I also filed a police report. Apple refuses to issue a refund because its records show that the phone was never received, while FedEx says Apple has to file the claim because Apple purchased the shipping label. It seems likely that the package was opened and the phone removed while it was in transit, but I'm stuck between both companies and don't know what evidence or escalation path might actually help. I've already contacted Apple several times, including through an executive customer-relations address, without getting a resolution.
3 Answers
FedEx’s recorded acceptance weight could be important evidence. A package that started at two pounds did not become empty by itself, so request the full scan and weight history in writing. Ask Apple to provide the photos or inspection details from when the box was opened, even if they need to redact internal information. If neither company resolves it, consider filing a formal written claim or complaint with the carrier and consulting your payment provider about the dispute process.
The key issue is the chain of custody. FedEx accepted a package weighing roughly two pounds, but Apple says it received an empty box. Apple, as the label purchaser, may need to open the formal carrier investigation or claim. Ask Apple for a written case number and have them escalate it to its shipping-loss or executive relations team. Keep the drop-off receipt, tracking history, police report, and any photos or video showing the phone in the box.
This kind of loss can happen with high-value electronics, and the best prevention is documenting the entire return: record the phone’s serial or IMEI, film yourself placing it in the box and sealing it, and weigh the sealed package on camera. For the current case, preserve every receipt and communication and avoid relying only on phone calls—send a concise written timeline to both Apple and FedEx so there is a clear record of who had the package at each stage.
Apple did have someone respond to my escalation, but they mostly told me to contact the police again. I’m also trying to get the delivery or intake photos from Apple, since those could help document what arrived and support the police report.