iPhone refund not received

Discussion in 'iPhone' started by MyAppleWorld, Oct 30, 2016.

  1. MyAppleWorld macrumors 6502

    MyAppleWorld

    Joined:
    Nov 1, 2005
    Location:
    Birmingham, UK
    #1
    An iPhone I returned to Apple has not been refunded to my credit card.

    I have reeieved a billing document from Apple saying that my refund was processed on 19th. Apple told me to contact the card company as it should have arrived by now.

    I have been in contact with the card and they told me to open a dispute and are sending me a form - a process that will seemingly take weeks to resolve.

    Has anyone had this?

    I'm surprised Apple haven't said they will investigate their end and just told me to ask the card company.
     
  2. akash.nu macrumors 68040

    akash.nu

    Joined:
    May 26, 2016
    #2
    There's nothing to investigate on their side. Mostly it's the card company. If there's any other problem then they'll sort it out with Apple.
     
  3. Relentless Power macrumors Core

    Relentless Power

    Joined:
    Jul 12, 2016
    #3
    It's your credit card company. The refund has to be accepted by your card holder. If Apple issued the refund, there is nothing Apple can do. Sometimes refunds can take longer to process.
     
  4. snarlz macrumors 6502

    snarlz

    Joined:
    Oct 25, 2011
    Location:
    United Kingdom
    #4
    I have exactly this problem ongoing. It's nearly 2 weeks since I returned my phone for a refund, I originally paid via AplePay with a device I have factory reset and passed on to my son. Apple just keep saying my refund has been processed and give me an ARN number about 24 digits long for my bank to trace the transaction without success. My bank have actually refunded me while they investigate the lost refund, might be worth a try with your bank.
    I went back to the Apple Store where I did the refund and spoke to the manager. I have more faith in him resolving the problem than the on line Store lot. Mine was processed on the 18th btw.
     
  5. willmtaylor macrumors G3

    willmtaylor

    Joined:
    Oct 31, 2009
    Location:
    A Natural State
    #5
    Sounds more like a CC issue than an Apple one.
     
  6. Thor_1 macrumors 6502a

    Joined:
    Sep 18, 2016
    Location:
    Texas
    #6
    Normally these issues are with the card company, not Apple. If you have proof that you returned, which you do, the credit card company will take care of it. Yes, I may take a few weeks, just part of life.
     
  7. MyAppleWorld thread starter macrumors 6502

    MyAppleWorld

    Joined:
    Nov 1, 2005
    Location:
    Birmingham, UK
    #7
    They didn't give me any ref number.

    I phoned Apple again today and they said they will pass it onto the billing team who will contact me within 48hrs. The guy seemed quite positive today that I would get my money back by the end of the week.

    My card company and temporarily suspended the transaction so I don't pay interest. Hopefully Apple with resolve this without me using credit card dispute.
     
  8. snarlz macrumors 6502

    snarlz

    Joined:
    Oct 25, 2011
    Location:
    United Kingdom
    #8
    Good luck with the billing team, I've been down that route and ended up with no call back and a duplicate e mail with the reference number that's meant to be proof that it's reached my account.
     
  9. MyAppleWorld thread starter macrumors 6502

    MyAppleWorld

    Joined:
    Nov 1, 2005
    Location:
    Birmingham, UK
    #9
    Well just as you said that I have had an email from Apple and they have sent me this "ARN" number. I have phoned the card company and this number means nothing to them.

    They told me to wait for the claim form to arrive :-(

    This just cannot be right that two company's cannot trace a transaction between them, I don't understand why I must do all the leg work!

    I presume I have extra protection given that this is a credit card and they will force a chargeback as long as I prove the phone was returned.
     
  10. Thor_1 macrumors 6502a

    Joined:
    Sep 18, 2016
    Location:
    Texas
    #10
    You will be fine in the end.
     
  11. snarlz macrumors 6502

    snarlz

    Joined:
    Oct 25, 2011
    Location:
    United Kingdom
    #11
    That's exactly how I feel I'm doing all he legwork as you say. I ended up showing the Apple Store manager my bank statement as proof!! You'll be fine as you should be covered by your credit card provider. I'm just annoyed at the way Apple seem to be washing their hands of it by saying "your refund has been processed" etc. Out of curiosity did you use ApplePay with your credit card? The call centre won't have a clue about ARN number but the disputes team will but they normally work Monday to Friday . I just had to send an e mail to start the dispute off.
     
  12. Thor_1 macrumors 6502a

    Joined:
    Sep 18, 2016
    Location:
    Texas
    #12
    If apple processed the return there is nothing they can do. I could be wrong but I cannot see how it's their problem.
     
  13. 12vElectronics macrumors 68040

    12vElectronics

    Joined:
    Jul 19, 2013
    Location:
    California
    #13
    Op, relax.
    You're going to get your refund, it just might take a little longer than usual. I know that we live in this On Demand world, but the CC issuer and Apple have to go through all the proper steps when refunding large amounts of money.
     
  14. akash.nu macrumors 68040

    akash.nu

    Joined:
    May 26, 2016
    #14
    On the contrary to this post actually. When I bought my iPhone 6, the amount got deducted from my account almost after 2 months of me receiving the device. So yeah don't worry, it may take a bit time but will be fine.

    Out of curiosity, is your credit card from a well reputed provider? I've noticed in the uk sometimes transactions take a long time, especially refunds on smaller providers.
     
  15. MyAppleWorld thread starter macrumors 6502

    MyAppleWorld

    Joined:
    Nov 1, 2005
    Location:
    Birmingham, UK
    #15
    Apple keep saying they will escalate it to department xyz but never call me back. I paid with ApplePay but not sure that makes a difference. Credit card company have today told me to send them the billing document via email which shows the refund and that may speed things up. They are quoting 40-65 working days but say this isn't a set timescale.

    Card company say they cannot contact the merchants bank until atleast 15 days have passed when the refund was sent - now stuck in limbo for another week.

    As others have said, I am sure i will get the money back but it all feels so archaic when on the other side of the coin i can send apple a payment of £599 in seconds with my fingerprint.
     
  16. akash.nu macrumors 68040

    akash.nu

    Joined:
    May 26, 2016
    #16
    That sounds like normal time scale but don't worry, it doesn't take that long.

    This is correct. Since it's Apple your card company is not going to worry about it much.
    This may look like instant but the payment doesn't get cleared immediately if you've ordered during peak time, as I mentioned in my post. The money got deducted from my account weeks after I already had received the phone. Don't panic.
     
  17. snarlz macrumors 6502

    snarlz

    Joined:
    Oct 25, 2011
    Location:
    United Kingdom
    #17
    My bank contacted the merchants bank after 10 days. I too paid with ApplePay and the refund was done 18 October, still nothing. They keep telling me they've refunded to the card associated with device no ending **** I no longer have that device and it has been wiped and passed to my son but I know that shouldn't make a difference as the refund should still go to the original tender. Do you still have the device you used to pay?
     
  18. MyAppleWorld thread starter macrumors 6502

    MyAppleWorld

    Joined:
    Nov 1, 2005
    Location:
    Birmingham, UK
    #18
    I have today spoken to senior manager after kicking up a fuss and they have admitted a known fault with Apple Pay refunds. They are telling me they have all stakeholders working on it and aiming for resolution by next Wednesday. He confirmed my order was affected by the issue
     
  19. akash.nu macrumors 68040

    akash.nu

    Joined:
    May 26, 2016
    #19
    Senior manager at Apple?
     
  20. Applejuiced macrumors Westmere

    Applejuiced

    Joined:
    Apr 16, 2008
    Location:
    At the iPhone hacks section.
    #20
    I had the same kinda problem last month. But the Apple Pay credit did come back in about a week after.
    The visa charge showed up for 3-4 days later and wouldn't show reversed on my credit cards online account.
     
  21. Shadowbech macrumors 68040

    Joined:
    Oct 18, 2011
    Location:
    Planet iPhone
    #21
    I returned something to Apple and they received it yesterday and got an e-mail confirming that they received it and a return is processed. Refund was received instantaneously on my credit card. Even though it states 3-5 business days. But I already got the money back~
     
  22. MyAppleWorld thread starter macrumors 6502

    MyAppleWorld

    Joined:
    Nov 1, 2005
    Location:
    Birmingham, UK
    #22
    I finally got my refund yesterday. - Apple confirmed it was an issue with visa
     
  23. snarlz macrumors 6502

    snarlz

    Joined:
    Oct 25, 2011
    Location:
    United Kingdom
    #23
    Good to hear, I got mine too from Apple on Friday after 3 weeks.
     
  24. MyAppleWorld thread starter macrumors 6502

    MyAppleWorld

    Joined:
    Nov 1, 2005
    Location:
    Birmingham, UK
    #24
    I asked for a good will and they said no because it was Visas fault not Apples...
     
  25. LoveToMacRumors macrumors 68020

    LoveToMacRumors

    Joined:
    Feb 15, 2015
    Location:
    Canada
    #25
    Your credit card company probably think you did some fraud.
     

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