Apple Store return lost by UPS, Apple isn't issuing the refund.

Hi,

I've purchased a MacBook Air and AirPods Pro 2 on the Apple Store, a week later I decided to return those and purchase a beefier MacBook along with the new AirPods Pro with USB-C.

Apple provided me with a prepaid UPS label, I scheduled the collection and few days later UPS came to pick up the package.

The label was scanned by the driver and this is shown on the tracking. Except the tracking stops there and the package never reached Apple, so Apple isn't issuing my refund.

I've called Apple Support multiple times in that regard, every time the representative seems to empathise with me, say that this is not acceptable, that they are escalating the issue to the relevant team and that I should hear back and get my refund soon .... and then nothing.

I can see from the UPS tracking that Apple has opened an investigation, but now it says UPS has closed the investigation because Apple didn't provide them with a description of the lost goods.

UPS won't talk to me in that regard, since their customer is Apple, not me.

I'm getting desperate, this is a lot of money for me and the loss is already having dramatic consequences on my life.

As anyone ever been in a similar situation ? Can you advise ?