iPhone refund not received

[MyAppleWorld]

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.

 

[akash.nu]

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.

 

[44267547]

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.

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.

 

[snarlz]

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.

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.

 

[willmtaylor]

Sounds more like a CC issue than an Apple one.

 

[Thor_1]

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.

 

[MyAppleWorld]

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.

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.

 

[snarlz]

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.

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.

 

[MyAppleWorld]

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.

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.

 

[Thor_1]

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.

You will be fine in the end.

 

[snarlz]

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.

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.

 

[Thor_1]

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.

If apple processed the return there is nothing they can do. I could be wrong but I cannot see how it's their problem.

 

[12vElectronics]

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.

 

[akash.nu]

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.

 

[MyAppleWorld]

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.

 

[akash.nu]

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.

That sounds like normal time scale but don't worry, it doesn't take that long.

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.

This is correct. Since it's Apple your card company is not going to worry about it much.

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.

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.

 

[snarlz]

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?

 

[MyAppleWorld]

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

 

[akash.nu]

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

Senior manager at Apple?

 

[Applejuiced]

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.

 

[Shadowbech]

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~

 

[MyAppleWorld]

I finally got my refund yesterday. - Apple confirmed it was an issue with visa

 

[snarlz]

I finally got my refund yesterday. - Apple confirmed it was an issue with visa

Good to hear, I got mine too from Apple on Friday after 3 weeks.

 

[MyAppleWorld]

I asked for a good will and they said no because it was Visas fault not Apples...

 

[LoveToMacRumors]

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.

Your credit card company probably think you did some fraud.