Apple claims shipped iPhone box was empty

After years on Samsung, I was offered a iPhone 14 pro max it was a bit big so sent it back and ordered the iPhone 14 pro instead, and returned the pro max the same day with the return label, weights shows a 1.0lbs.

After not getting refund, checked tracking that shows delivered.

fedex confirmed delivery, I was surprised and reached out to Apple that claimed at first they never received it, that they conducted an investigation and just said they don’t have the phone and that’s it.

after calling them they only suggested I call local law enforcement and worst made insinuation asking if I was sure I had put the phone in the box, or if I had taken a picture of me putting the phone in the box.

obviously the phone disappeared or on the FedEx leg or at reception but nor FedEx or Apple will take responsibility.

how does that work? What are we suppose to do, followed their instructions to the T, dropped the phone (obviously not an empty box as label shows a bit under 1lbs)

i am out of words that basically anyone can open or take the phone keep shipping a box and there is nothing other then suspicious questions from Apple…has this happened to anyone?


[Re-Titled by Moderator]

iPhone 14 Pro, 16

Posted on Apr 15, 2023 11:13 AM

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Posted on Oct 3, 2023 5:14 AM

This *JUST* happened to me, too. Got an email from Apple claiming the trade in box was empty. Now what?


I responded to their email as instructed and told them what I had in the box and even included pictures that I happened to take.


What's the outcome? I'm guessing I have to go to FedEx and file a claim now?

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37 replies

Oct 3, 2023 9:20 AM in response to AnilRaghavan

Ok, so just as fast as this was a panic, all-hands situation it turned into a nothing burger.


After I sent my pics of the box and told Apple what I did, per the email instructions, I initiated a chat with Apple Support that ended with, "give us 24 to 48 hours to investigate". Which is fair.


a few minutes ago, I just got an email stating that the investigation is complete and I was getting my full stated value for my iPhone 14 Pro Max. They apologized fro the bother :-)


I hope your case is similarly uneventful.

Jun 1, 2023 6:26 PM in response to Laurent-hi

I had similar situation with AppleCare . I received a replacement and then returned a damaged phone. I got email saying that the box was empty !!!!! Something is going on between Fedex and reception dock. Called Apple and they started an investigation. I have all the paperwork but the ticket the FedEx employee gave me at time I dropped off the box did not show the weight …

Apr 15, 2023 2:12 PM in response to Laurent-hi

Honestly, this isn't just an Apple thing. Many big companies are tightening down on returns where your similar situation happened because of shipping and return fraud happening more and more often. It's unfortunate some scammers caused companies to do this and hurt legit customers in the process.


File the police report as they asked and request, if not already done, Apple have FedEx open an investigation, too.

Sep 20, 2023 1:54 PM in response to Laurent-hi

Had the same thing happen today.

iPhone 13 Pro with AppleCare+ - Face ID sensor stopped working.

Opted for Express Replacement and got a replacement iPhone in a box within 4 days (sadly via Fedex).

Returned original iPhone in the same box as instructed and with prepaid label from Apple.

Item was delivered one day later with some shipping exception on the tracking.

Shipping weight on FedEx tracking shows 1 lbs / 0.45 kgs.

Apple emails me saying they received an empty box!!!!


WTF is going on - it seems a lot of people have had this happen, according to various forums!

Oct 3, 2023 8:17 AM in response to shacker2762

Last call I had a few days ago with Apple support, the rep told me Fedex denied the claim, and so she needed me to upload to Apple's support site, copies of the original invoice for my iPhone and the AppleCare+ showing the phone was indeed covered! I uploaded the 2 invoices 3 days ago and now waiting for further instructions.

Let's see what happens. :)


Right before this fiasco, I ordered an iPhone 15 Pro for my son. Hope he won't have the same issues as I did. :)

Oct 20, 2023 6:13 AM in response to Laurent-hi

This JUST happened to us!


On 10/13/23 my wife boxed and returned her iPhone 13 Pro Max as a trade in for a new iPhone 15 Pro Max.


On 10/20/23 we received an email from Apple saying the box was empty!!


We have the FedEx receipt, but it does not show the weight. We have/had AppleCare+ on it. We are writing Apple back now asking what to do … file a police report? Request FedEx start an investigation? Request Apple investigate?


In the meantime, I’m still waiting on delivery of my new iPhone 15 Pro Max.


What steps can I take to make certain this doesn’t happen to me when ship my old iPhone 13 in a week or two?


Leave FindMy on? Video the boxing and hand off within the FedEx store? Use different packaging? I mean … wow! I’m really counting on getting that money back from her trade in, as well as my soon-to-be trade in….

Oct 20, 2023 8:06 AM in response to shacker2762

Thank you! ... the online tracking receipt DOES show a weight of .7 LB / 0.32 KG.


And when it comes to returning my phone in a few weeks as a trade in, I'm going to bring it to the local Apple Store and tell them to take care of it! (Not really an option for everyone, but for me it's better than potentially losing hundreds of dollars!) ....


Because we had AppleCare+ on my wife's, which covered theft, I feel good that this will work out in our favor ... but ... jeeze ... this must be a nightmare for others.




Oct 20, 2023 9:42 AM in response to 100clicks

Good question ... so I asked (FedEx is only a block from me.)


FedEx cannot tell if a package is insured nor for how much by looking at a package or the tracking information. This is to minimize the advertisement of a package's value and the temptation of unscrupulous employees. So, she could not tell me if Apple insured the shipment of my wife's trade-in.


Furthermore, because Apple is the designated 'shipper', it is not even possible for me to file a claim with FedEx. Only Apple can.


She had no suggestions for me regarding whether I should file a police report here (KY), at the final destination (Don't remember atm), at the intermediary hubs (IN), or with the feds (as it crossed state lines).


The last thing to share is that Apple just emailed my wife moments ago and said the claim was settled and they would be sending us the agreed-upon trade-in value of the phone. I do not know if this was a result of our AppleCare+, their (possible) insurance with FedEx, the phone was found, yada, yada, yada.



Apple claims shipped iPhone box was empty

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