M1 online return experience - US

[udflyer]

I am based in the US.

I had never returned a macbook via mail before so I thought I would share the experience in case others do it.

1. 12/29 - Created return label 12/29 and dropped off at FedEx Kinkos (label is a 2 day air label)
2. 12/29 - Signed up for delivery alerts
3. 12/31 - When package arrived in TN, got a package exception alert. "Business Closed"
4. 12/31 2 hours - later - Out for delivery, then delivered.... Strange.
** Kept checking apples website status -- status kept saying Z"Please send in". Even though there was a status for received by carrier, Apple received, Apple credited, none were checked**
5. 1/6 - FINALLY - Email from Apple and Website status says returned and I will get credit within 5 business days from today


Note: I just returned the new headphones as well 2 days ago and the EXACT same status flow. Arrived in TN today, followed by delivery exception saying business closed, followed hours later of On truck --> delivered.


Anyway , just thought I would share because I thought the delivery exception which seems standard(2 for 2 on mine) as well as the multi day lag of Apple saying they have it had me worried.

 

[LeeW]

At least it all worked out, this kind of process always makes me very nervous it fails and I end up losing.

 

[KPOM]

I am based in the US.

I had never returned a macbook via mail before so I thought I would share the experience in case others do it.

1. 12/29 - Created return label 12/29 and dropped off at FedEx Kinkos (label is a 2 day air label)
2. 12/29 - Signed up for delivery alerts
3. 12/31 - When package arrived in TN, got a package exception alert. "Business Closed"
4. 12/31 2 hours - later - Out for delivery, then delivered.... Strange.
** Kept checking apples website status -- status kept saying Z"Please send in". Even though there was a status for received by carrier, Apple received, Apple credited, none were checked**
5. 1/6 - FINALLY - Email from Apple and Website status says returned and I will get credit within 5 business days from today


Note: I just returned the new headphones as well 2 days ago and the EXACT same status flow. Arrived in TN today, followed by delivery exception saying business closed, followed hours later of On truck --> delivered.


Anyway , just thought I would share because I thought the delivery exception which seems standard(2 for 2 on mine) as well as the multi day lag of Apple saying they have it had me worried.

That happened to me, as well. I'm guessing that they didn't process returns and had a skeleton crew over the holiday. In any case, that's why I usually get a receipt from FedEx when I drop off returns. As long as you can prove you sent it in time to make it back within the window, then Apple should honor the return.

 

[mj_]

Thanks for sharing. I'm returning mine tomorrow. Now I know what to expect.

 

[Apple_Robert]

That happened to me, as well. I'm guessing that they didn't process returns and had a skeleton crew over the holiday. In any case, that's why I usually get a receipt from FedEx when I drop off returns. As long as you can prove you sent it in time to make it back within the window, then Apple should honor the return.

Good advice about always getting proof of mailing. If the clerk at Kinkos or Walgreens doesn't provide a receipt or ask if you would like confirmation sent via text, make sure and get such before you leave (anyone looking on). Without proof you mailed the return via Fed Ex, you could be in for a problem down the line. Hopefully, no one on MR runs into that kind of problem.

 

[0128672]

Not only get a proof of mailing, but use the carrier's app/website to get proof of delivery. Even when Apple or Phobio seems to be delayed in updating the receipt and trade status, the proof of delivery (sometimes showing a signature, although these days might just say "Covid") can help to reassure you that it's been delivered. UPS and Fedex don't keep POD on file for a long time, so it's a good idea to save it electronically or print it.

This Fedex site has a proof of delivery link: https://local.fedex.com/en-us/track/?qr=f

 

[TotalMacMove]

Apple’s return status has not worked for me in all of 2020, same issue that you described.

 

[Del Martes]

I returned a 4th gen 12.9" iPad Pro along with an Apple Smart Folio Cover on Dec 18. Till today, the refund still hasn't been posted to my credit card.

I didn't mail in the iPad Pro and the smart folio, but returned them to a local Apple retail store. The reason is that I picked them up from that same Apple retail store. (I ordered online at apple.com, however.)

Also, mailing in a returned item risks loss or damage. I thought about that option, but decided against it.

What is interesting is that on the same day I returned the iPad Pro and the case, I also cancelled the Apple Care for it. Then the following Monday, the refund for the Apple Care was posted to my credit card. That is, it ONLY took a weekend for the refund to be posted. Dec 18 was a Friday.

I have since talked to Apple multiple times. They told me that the refund had been initiated. It just takes time for the refund to go through.

I have bought quite a few devices from Apple over the years; the iPad Pro is the first and only item I have returned thus far.

I am a fan of Apple products, but this slow refund for the returned iPad has truly put a sour taste in my mouth.

 

[0128672]

I returned a 4th gen 12.9" iPad Pro along with an Apple Smart Folio Cover on Dec 18. Till today, the refund still hasn't been posted to my credit card.

I didn't mail in the iPad Pro and the smart folio, but returned them to a local Apple retail store. The reason is that I picked them up from that same Apple retail store. (I ordered online at apple.com, however.)

Also, mailing in a returned item risks loss or damage. I thought about that option, but decided against it.

What is interesting is that on the same day I returned the iPad Pro and the case, I also cancelled the Apple Care for it. Then the following Monday, the refund for the Apple Care was posted to my credit card. That is, it ONLY took a weekend for the refund to be posted. Dec 18 was a Friday.

I have since talked to Apple multiple times. They told me that the refund had been initiated. It just takes time for the refund to go through.

I have bought quite a few devices from Apple over the years; the iPad Pro is the first and only item I have returned thus far.

I am a fan of Apple products, but this slow refund for the returned iPad has truly put a sour taste in my mouth.

That's just terrible to wait that long for a refund. It can be on the credit card side too even if Apple acted swiftly. I've done store returns and received the refund the next day, and with my current credit card can see the refund as pending the same day.

 

[Tchakatak]

I am based in the US.

I had never returned a macbook via mail before so I thought I would share the experience in case others do it.

1. 12/29 - Created return label 12/29 and dropped off at FedEx Kinkos (label is a 2 day air label)
2. 12/29 - Signed up for delivery alerts
3. 12/31 - When package arrived in TN, got a package exception alert. "Business Closed"
4. 12/31 2 hours - later - Out for delivery, then delivered.... Strange.
** Kept checking apples website status -- status kept saying Z"Please send in". Even though there was a status for received by carrier, Apple received, Apple credited, none were checked**
5. 1/6 - FINALLY - Email from Apple and Website status says returned and I will get credit within 5 business days from today


Note: I just returned the new headphones as well 2 days ago and the EXACT same status flow. Arrived in TN today, followed by delivery exception saying business closed, followed hours later of On truck --> delivered.


Anyway , just thought I would share because I thought the delivery exception which seems standard(2 for 2 on mine) as well as the multi day lag of Apple saying they have it had me worried.

What ? Apple didn't reimburse you within 2 days over new year ?

 

[udflyer]

What ? Apple didn't reimburse you within 2 days over new year ?

Well they received it 1/31 It has now been about 5 working business days(non Holiday) and counting so no I am not impressed.

They sure do not wait that long when you buy online to charge you.

 

[0128672]

Well they received it 1/31 It has now been about 5 working business days(non Holiday) and counting so no I am not impressed.

They sure do not wait that long when you buy online to charge you.

I guess the question is have you spoken to your credit card company to find out when it will be posted?

 

[sjoerger]

I noticed when I dropped off my M1 MBA return at Fedex that after they scanned the barcode Apple provided the Fedex system printed a different tracking label with a different tracking number. I suspect this is why the Apple return status never updated.

Still waiting for my refund / cancellation of Apple Card monthly installments...

 

[Tchakatak]

Well they received it 1/31 It has now been about 5 working business days(non Holiday) and counting so no I am not impressed.

They sure do not wait that long when you buy online to charge you.

It might just be your credit card that needs time to process refunds. Never had any issue with mine.

 

[udflyer]

It might just be your credit card that needs time to process refunds. Never had any issue with mine.

Closer. Today the MBP return posted, waiting on Applecare refund.... Would have thought same day.

 

[magbarn]

At least Apple is honest with these despite the delay in refund. NEVER EVER mail in an AT&T iPhone for upgrade or trade-in credit. Those crooks will claim you never sent the phone or sent the wrong model and try to deny credit for the upgrade. Even if you show it was delivered by the carrier, they will still claim they never got it. They have serious crooks at their trade-in dept or whoever they contract out it to.

 

[mj_]

Quick question: my return window closed on Jan 9. I dropped the item off at my local Fedex location on Jan 7 with 2-day shipping. On Jan 9 my order status changed to "Return Expired", and apparently Fedex only attempted to deliver it today (Jan 11) instead of Jan 9. I now have the exact same "Delivery exceptionBusiness closed - No delivery attempt" on my Fedex status:

Am I right to assume that even though my return window closed on Jan 9 and Apple only received mu Air today I am still within my return window given that I dropped it off on Jan 7?

 

[0128672]

Quick question: my return window closed on Jan 9. I dropped the item off at my local Fedex location on Jan 7 with 2-day shipping. On Jan 9 my order status changed to "Return Expired", and apparently Fedex only attempted to deliver it today (Jan 11) instead of Jan 9. I now have the exact same "Delivery exceptionBusiness closed - No delivery attempt" on my Fedex status:

View attachment 1710888

Am I right to assume that even though my return window closed on Jan 9 and Apple only received mu Air today I am still within my return window given that I dropped it off on Jan 7?

I think you'll be fine since you dropped it off on the 7th. The delay is on Fedex. If it helps though call or chat with Apple Store support for confirmation.

 

[Shadowbech]

Quick question: my return window closed on Jan 9. I dropped the item off at my local Fedex location on Jan 7 with 2-day shipping. On Jan 9 my order status changed to "Return Expired", and apparently Fedex only attempted to deliver it today (Jan 11) instead of Jan 9. I now have the exact same "Delivery exceptionBusiness closed - No delivery attempt" on my Fedex status:

View attachment 1710888

Am I right to assume that even though my return window closed on Jan 9 and Apple only received mu Air today I am still within my return window given that I dropped it off on Jan 7?

Did you get any update after that last scan tho? I noticed that too when I returned some apple product but later changed to out for delivery. I had one that got stuck to that same message, but I knew it was delivered that same day because later in the evening it changed to "Delivered". I even had one stuck like that for a day but eventually system caught up and was marked "Delivered".

You can also contact apple and provide them the web order number and they can tell you if they have received it. Apple scans them into the system once Fedex delivers to Apple. I had this happen on the MBP that I returned back in October 2020. Returned it, fedex tracking says Delivered. However it's been past 1 week, was concerned and when I phoned Apple, they told me that they actually shows it was scanned on that day it was delivered as received. I was told that it can take 5-8 business days (normally weekdays only) for them to actually process your return as complete.

However, I would not rely on the apple web order page status where it says "Please send your item back to apple" those status don't update. Sometimes they do, but in most cases, it was always like that and then eventually it skips right to "We are processing your return".

 

[mj_]

Yes, the Fedex status did update one more time that day and now says "Delivered"

So I guess they did receive it even though it was two days past my official return deadline but it was send out in time so I don't expect any issues. Just needed to make sure the return deadline was a "send by" and not a "receive by" deadline.

 

[wdj91]

I returned a refurbished MacBook Air via FedEx, which was delivered to Apple five days ago, yet Apple order history still just shows "The courier has picked up your return and is on the way to Apple." Apple support first told me I will get the refund in 3-5 business days. Now that it's been more than 5 business days, they're saying it's 5-7 business days. This is so ridiculous. Their return policy says "Once we receive your item, a refund is initiated immediately," but that totally is not the case.

 

[Technerd108]

I am so mad at Apple right now!!

Okay so I pre-ordered the 14" and got it in the mail in October. I returned it on Oct. 31st. I went to Apple store and had ordered the 16" online. In had initiated the return for 14" to speed things up and brought it to the store.

Apple store employee told me he could not process the return at the store. I pressed him on it and told him I had initiated a return online. He said it told him my order was ineligible for a return?? It was not even a week?

He told me I would have to print out the shipping label and return it by mail. I was very upset and told him politely that this was not what I was expecting to happen today. I lugged both heavy laptops back to the car and then had to box up the 14" and label and go to a shipping store. Shipped it out and got a receipt.

Then I didn't worry about until a few days later I checked and it said it had shipped?? I clicked on the tracking and it would just return to the main screen. I thought I would give it some time since I was sure they were busy.

Then several days later on the 12th I chatted and they said that the package had showed shipped but that Apple can't verify that they had received it??? I said what does that mean? They said they could not verify that it was delivered from Fedex to Apple. I said then why is that holding up my refund? He said they had to initiate an investigation. I said but it was not my fault or responsibility. I properly sent the item and once I delivered it to the shipping location and got my receipt I am no longer responsible for it technically FedEx is. They said they understood that. I said this is your responsibility and you have shipping insurance for these kind of problems that don't involve the end user. So this investigation has to run its course but that should not hold up my refund!

They said there was nothing they could do. A rep called because I had asked them to do so and just repeated the same info.

I then called today and asked for an update and told them the investigation team had not emailed me yet. My order status changed to DELIVERED no returns available. You are out of the return window??? Underneath it shows my return order number and says delivered under tracking????? They said they had no information and that they would investigate my delivery???? So I got an email while on the phone that says,"Were checking on your delivery" and that is it??


I am SO Angry with Apple. I initially took my order to the store to return to avoid this exact problem!!! I had returned a 16" by mail and received a refund already as well. I normally don't write in forums my complaints but this is a problem. Apple is a huge company and if they give people the option to return by mail then they should accept responsibility if there is a shipping problem after the customer shipped it back or AT LEAST tell us up front that if there is a problem with the return in shipment it may greatly delay or even you might lose total value for nothing because you decide to return. If I would have known this I would have gone back to the store to return in person!!!

Now Apple has to conclude there investigation and I have evidence and a chat log where the rep agrees that it is Apples responsibility so I am hopeful in the end however long this takes I will get a proper resolution but this is NOT GOOD customer service and no apologies from the reps until long into the convo. This is something that happened that was completely NOT MY FAULT and yet I was never emailed or called to inform me there was a problem initially. Once they had been informed by me about the problem they say they will investigate but I have seen NO ACTION from Apple and maybe they just need more time but again this is not excellent or even good customer service or after sale support.

I hope my experience will warn others that going to the store to return your devices may be the best option even if it is far away. If it is really far away then I might suggest spending the money to ship it back yourself with insurance so if you have a problem like me at least you know in the end you will be covered while for now I am in this who knows land??

 

[robco74]

I was fortunate, my return was handled via UPS instead of FedEx.

 

[CheesePuff]

I know its not possible for everyone, but I walked into an Apple Store to return my online Apple Store order of a MacBook Pro and had the total amount refunded on my Apple Card ~12 hours later.