Other Refund Issue on an Online iPhone 12 Pro Max Order.

[ET iPhone Home]

I ordered an iPhone 12 Pro Max 256GB Graphite online at Apple.com on 11/27th. I wanted it in Pacific Blue, but it was not available. I realize that I had the option of canceling my order online if I wanted to. When I got the email that my order was ready for pickup, I went to the Apple Store and asked the Apple rep. if they happen to have it in Pacific Blue. He said, yes. So he returned the Graphite and charged me separately for Pacific Blue.

Today, I'm still waiting for the credit to appear on my online card statement. I called Apple, they said they issued the refund on 11/28th. I called my card issuer, they suggested I file a dispute, so I did. They will issue a provisional credit.

The part that's bothering me is my card issuer said, if my dispute does not go towards my favor, I loose $1291.92. I gave them all the information off of my return receipt and a return number on my online order.

I think there's a glitch on Apple's part. Because I never actually technically "picked up" the Graphite color, the Apple Rep at Apple went ahead and returned the item (Graphite) without first indicating it was picked up. This online order was never cancelled. So I got charged for the phone I never picked up and the credit to this phone is hanging somewhere .

Do you think my card issuer will be able to resole this? I'm a bit worried.

A side note. On a totally irrelevant transaction, I made an accessory purchase at Apple on the 28th (when I purchased my Pacific Blue iPhone), later returned that accessory Item, and got a credit to my account a few days after,. This transaction happened after the Graphite phone was returned. I question if there's a glitch on Apple's part that the Graphite iPhone did not indicate "Picked up" by customer.

 

[Bazooka-joe]

I am surprised at what the Apple retail store did. As it was a straight exchange, what they should have done was to exchange your PB Blue for a gift card to the same value and then you could have used that gift card to purchase the Graphite immediately. Thats what i have done in the past. Thats in the UK though

 

[LarryBrewer]

I ordered an iPhone 12 Pro Max 256GB Graphite online at Apple.com on 11/27th. I wanted it in Pacific Blue, but it was not available. I realize that I had the option of canceling my order online if I wanted to. When I got the email that my order was ready for pickup, I went to the Apple Store and asked the Apple rep. if they happen to have it in Pacific Blue. He said, yes. So he returned the Graphite and charged me separately for Pacific Blue.

Today, I'm still waiting for the credit to appear on my online card statement. I called Apple, they said they issued the refund on 11/28th. I called my card issuer, they suggested I file a dispute, so I did. They will issue a provisional credit.

The part that's bothering me is my card issuer said, if my dispute does not go towards my favor, I loose $1291.92. I gave them all the information off of my return receipt and a return number on my online order.

I think there's a glitch on Apple's part. Because I never actually technically "picked up" the Graphite color, the Apple Rep at Apple went ahead and returned the item (Graphite) without first indicating it was picked up. This online order was never cancelled. So I got charged for the phone I never picked up and the credit to this phone is hanging somewhere .

Do you think my card issuer will be able to resole this? I'm a bit worried.

A side note. On a totally irrelevant transaction, I made an accessory purchase at Apple on the 28th (when I purchased my Pacific Blue iPhone), later returned that accessory Item, and got a credit to my account a few days after,. This transaction happened after return of the Graphite phone. I question if there's a glitch on Apple's part that the Graphite iPhone did not indicate "Picked up" by customer.

Good luck on that!

 

[Shadowbech]

I am surprised at what the Apple retail store did. As it was a straight exchange, what they should have done was to exchange your PB Blue for a gift card to the same value and then you could have used that gift card to purchase the Graphite immediately. Thats what i have done in the past. Thats in the UK though

It also depends on where the OP lives and if it's a store front express pick up only store. Typically if it's a Express Pick up set up stores, they don't do exchange, only return and only online order pick ups. At least the Apple store near me is that way.

 

[Bazooka-joe]

It also depends on where the OP lives and if it's a store front express pick up only store. Typically if it's a Express Pick up set up stores, they don't do exchange, only return and only online order pick ups. At least the Apple store near me is that way.

I would have thought that even if it was Express pick up and they allowed a return and a new transaction to purchase the Graphite, then exchanging for a gift card would have been just as straight forward.

 

[Shadowbech]

I would have thought that even if it was Express pick up and they allowed a return and a new transaction to purchase the Graphite, then exchanging for a gift card would have been just as straight forward.

Yea, that's what I would have thought too, but when I asked them at my store, they said that they won't do exchanges at this time, only Online orders and some walk in products that are displayed at the store front.

 

[LarryBrewer]

Yea, that's what I would have thought too, but when I asked them at my store, they said that they won't do exchanges at this time, only Online orders and some walk in products that are displayed at the store front.

But why couldn’t they have given the blue phone, keep the graphite one, and not make a second transaction? If the guy at the store dropped the ball, then he should be able to make it right! Right?

 

[Shadowbech]

But why couldn’t they have given the blue phone, keep the graphite one, and not make a second transaction? If the guy at the store dropped the ball, then he should be able to make it right! Right?

That may not be the case for stores that have the Store Front express Pick up setting only. If the store isn't express pick up only store set up, then they can do exchanges and if that was the case yes, not sure why didn't do the exchange method.

 

[ET iPhone Home]

It also depends on where the OP lives and if it's a store front express pick up only store. Typically if it's a Express Pick up set up stores, they don't do exchange, only return and only online order pick ups. At least the Apple store near me is that way.

Picked up at South Coast Plaza, Costa Mesa, Calfiornia.

 

[titans1127]

I am surprised at what the Apple retail store did. As it was a straight exchange, what they should have done was to exchange your PB Blue for a gift card to the same value and then you could have used that gift card to purchase the Graphite immediately. Thats what i have done in the past. Thats in the UK though

While doing the gift card return is a good idea, what happens if the OP wants to return the phone? It will have to be returned onto the gift card and he will have no phone and still be out the full cost of it on his CC.

 

[ET iPhone Home]

But why couldn’t they have given the blue phone, keep the graphite one, and not make a second transaction? If the guy at the store dropped the ball, then he should be able to make it right! Right?

The guy at Apple never gave the option of returning the Graphite to a gift card and using the gift card to then purchase the Pacific Blue. He returned the Online order of the Graphite and charged my credit card separately for the Pacific Blue.

Anyway, I'm going to give it another 5 business days which will take me to 2 weeks by 12/12th. to wait for this credit. I just don't understand how I've already received a credit on an accessory that was purchased after the graphite being RETURNED.

I have a physical return receipt from Apple and an online invoice showing the graphite phone was returned. I hope these two forms of documents will help validate my dispute with my card company.

I called Apple again today, they did tell me it's not unusual to wait a little longer, even though I already received a credit on an accessory on a separate transaction, so I have to give the benefit of the doubt.

 

[ET iPhone Home]

While doing the gift card return is a good idea, what happens if the OP wants to return the phone? It will have to be returned onto the gift card and he will have no phone and still be out the full cost of it on his CC.

Yes, I thought about that too - gift card. I don't think I would've wanted this. On a different issue altogether, Sure enough I had to speak to Apple support about my Pacific Blue iPhone. I didn't want to mention this, but its relevant to your gift card scenario. There is a case number involved and I'm being advised by Apple support to return my Pacific Blue for an exchange. They set up an appt for me on 12/11th. I don't want to return my Pacific Blue until I physically see that credit on the Graphite. Worse case scenario, I loose out on the value of two costly phones.

 

[ET iPhone Home]

My Billing Cycle on my CC closes in 2 days - 12/8th. I'm hoping, as it closes, all transactions pending prior to the closing date gets cleared.

 

[lordhamster]

I ordered an iPhone 12 Pro Max 256GB Graphite online at Apple.com on 11/27th. I wanted it in Pacific Blue, but it was not available. I realize that I had the option of canceling my order online if I wanted to. When I got the email that my order was ready for pickup, I went to the Apple Store and asked the Apple rep. if they happen to have it in Pacific Blue. He said, yes. So he returned the Graphite and charged me separately for Pacific Blue.

Today, I'm still waiting for the credit to appear on my online card statement. I called Apple, they said they issued the refund on 11/28th. I called my card issuer, they suggested I file a dispute, so I did. They will issue a provisional credit.

The part that's bothering me is my card issuer said, if my dispute does not go towards my favor, I loose $1291.92. I gave them all the information off of my return receipt and a return number on my online order.

I think there's a glitch on Apple's part. Because I never actually technically "picked up" the Graphite color, the Apple Rep at Apple went ahead and returned the item (Graphite) without first indicating it was picked up. This online order was never cancelled. So I got charged for the phone I never picked up and the credit to this phone is hanging somewhere .

Do you think my card issuer will be able to resole this? I'm a bit worried.

A side note. On a totally irrelevant transaction, I made an accessory purchase at Apple on the 28th (when I purchased my Pacific Blue iPhone), later returned that accessory Item, and got a credit to my account a few days after,. This transaction happened after the Graphite phone was returned. I question if there's a glitch on Apple's part that the Graphite iPhone did not indicate "Picked up" by customer.

You should have gotten either an emailed or paper receipt from Apple for the return. Be sure to include that w/ your credit card dispute.

 

[Prospekt]

I’m actually going through a similar issue as well currently. On 11/23 I picked up a 12 Pro Max, though through a new iUP enroll. I returned it the next day 11/24 because i just didn’t like the size. Got my emailed receipt and everything. Hadn’t seen any refunds or anything on my card (for tax) nor any Citizens One emails about a closed loan (loan still says its active too). Called in a few times to Apple and they just said to keep waiting. The apple store app keeps telling me to send the phone back (I returned it in store)

Eventually the other day I went back to the store and talked to their operations manager, who confirmed that they did in fact have the phone I returned and that there may have been some sort of issue with picking up and returning so quickly. He told me he was going to escalate it and that I should be seeing some sort of movement on this by this upcoming mid-week. So my fingers are crossed

 

[ET iPhone Home]

You should have gotten either an emailed or paper receipt from Apple for the return. Be sure to include that w/ your credit card dispute.

I have both an email and paper receipt. But the issue is Apple claims they've refunded the online order of the phone, which clearly, the receipts shows they did. However, my card issuer says, they don't see a pending credit transaction from Apple. My card issuer implied,, even with receipts, emailed and a physical paper receipt as proof, if my dispute goes against me, I loose. This is why I created this thread. I was worried even with proof, how they would invalidate my return. I just need to stop worrying and wait it out another week.

 

[ET iPhone Home]

I’m actually going through a similar issue as well currently. On 11/23 I picked up a 12 Pro Max, though through a new iUP enroll. I returned it the next day 11/24 because i just didn’t like the size. Got my emailed receipt and everything. Hadn’t seen any refunds or anything on my card (for tax) nor any Citizens One emails about a closed loan (loan still says its active too). Called in a few times to Apple and they just said to keep waiting. The apple store app keeps telling me to send the phone back (I returned it in store)

Eventually the other day I went back to the store and talked to their operations manager, who confirmed that they did in fact have the phone I returned and that there may have been some sort of issue with picking up and returning so quickly. He told me he was going to escalate it and that I should be seeing some sort of movement on this by this upcoming mid-week. So my fingers are crossed

I was thinking about going to the Apple Store today to inquire about the phone (Graphite) perhaps still being there. But I assumed it might have been sold to someone else. I question, now what?

On pickup day, I was assigned to a guy who had the Graphite in-hand for me to sign-off on. After he scanned the Graphite for return, he then handed it to another guy who brought out the Pacific Blue I purchased.

 

[ZipZap]

I ordered an iPhone 12 Pro Max 256GB Graphite online at Apple.com on 11/27th. I wanted it in Pacific Blue, but it was not available. I realize that I had the option of canceling my order online if I wanted to. When I got the email that my order was ready for pickup, I went to the Apple Store and asked the Apple rep. if they happen to have it in Pacific Blue. He said, yes. So he returned the Graphite and charged me separately for Pacific Blue.

Today, I'm still waiting for the credit to appear on my online card statement. I called Apple, they said they issued the refund on 11/28th. I called my card issuer, they suggested I file a dispute, so I did. They will issue a provisional credit.

The part that's bothering me is my card issuer said, if my dispute does not go towards my favor, I loose $1291.92. I gave them all the information off of my return receipt and a return number on my online order.

I think there's a glitch on Apple's part. Because I never actually technically "picked up" the Graphite color, the Apple Rep at Apple went ahead and returned the item (Graphite) without first indicating it was picked up. This online order was never cancelled. So I got charged for the phone I never picked up and the credit to this phone is hanging somewhere .

Do you think my card issuer will be able to resole this? I'm a bit worried.

A side note. On a totally irrelevant transaction, I made an accessory purchase at Apple on the 28th (when I purchased my Pacific Blue iPhone), later returned that accessory Item, and got a credit to my account a few days after,. This transaction happened after the Graphite phone was returned. I question if there's a glitch on Apple's part that the Graphite iPhone did not indicate "Picked up" by customer.

So much panic over nothing. If you have proof of the return at the store then you are covered. In fact you did the right thing disputing. Now the Card and Apple will hash it out.

 

[ET iPhone Home]

UPDATE: ISSUE RESOLVED.

I just received my credit refund. Thanks guys for all your feedback and support

I would have not question this credit refund on the Graphite online order had I not seen the accessory I purchased and returned reflected immediately when I bought that accessory after the online order. So it did take 8 days in total or equivalent to 5 business days for refund to be reflected.

 

[Kai Hawaii]

Hi there,

It takes around 7-14 days because they only return the amount back to the credit card after the item has been returned to their stock / warehouse. It‘s odd, but the same happened to me. + Here in Hong Kong, they even substract 15% restocking fee. And that is even if you cancelled the pickup. USA Services are much better in this regards.

Cheers
-K

 

[ET iPhone Home]

Hi there,

It takes around 7-14 days because they only return the amount back to the credit card after the item has been returned to their stock / warehouse. It‘s odd, but the same happened to me. + Here in Hong Kong, they even substract 15% restocking fee. And that is even if you cancelled the pickup. USA Services are much better in this regards.

Cheers
-K

Thank you. I received full refund. No restocking fees. No cancelation fees.