Apple canceled my return after I had already sent back the original device.

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Level 1

4 points

Apple canceled my return after I had already sent back the original device.

I bought a MacBook m3 air that had cosmetic damage when it arrived. I set up a refund/return with them and printed my shipping label, sent it through UPS and it got back to them successfully. Apple then sent me an email saying "We're processing your order" as well as items to be shipped being another Macbook m3 air but for the price of $0.00 as I assume this was the new device being sent to me for free. However, I noticed that this new order in the email had the same order # as the original device I sent back. Whenever I check the order status, it says delivered because it refers to the original laptop I received. I'm not sure if this is normal I just need some help wondering how I can access my order status for the new device heading my way.

Posted on Sep 11, 2024 7:21 AM

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Answer 1

varjak paw

Level 10

183,026 points

Sep 11, 2024 8:31 AM in response to chewfs

I don't believe that a replacement due to damage in transit of the original shipment from Apple will generate a new sales order number. And new tracking, if a new shipping number will appear in your order information, won't be generated until the replacement actually ships. But none of us here work for Apple and in a situation like this every instance can be different, so it will be best for you to just call Apple and find out the status.

Regards.

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Answer 2

KiltedTim

Level 10

232,496 points

Sep 11, 2024 7:55 AM in response to chewfs

Then contact Apple and ask them. We are just users. You originally posted “I set up a refund/return”.

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Answer 3

KiltedTim

Level 10

232,496 points

Sep 11, 2024 7:37 AM in response to chewfs

You returned your Mac and got a refund. They are not going to ship you another one for free.

There is no new device headed your way. Who told you there was?

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Answer 4

varjak paw

Level 10

183,026 points

Sep 11, 2024 8:43 AM in response to chewfs

That would be quite unusual, though I can't say it's impossible. Apple may be able to expedite a shipment in unusual circumstances like this. More likely is that it hasn't actually shipped yet. Again, only Apple themselves can tell you for sure.

Regards.

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Answer 5

chewfs Author

Level 1

4 points

Sep 11, 2024 7:50 AM in response to KiltedTim

I set up a return and replacement with Apple on call. When checking my order status previously it would say waiting for my old one to be returned and processed before they sent me my new one. Like mentioned as well, I received an email saying "We're processing your order" as well as:

Thank you for your order.

We will email you when your items ship.

Items to be Shipped

Shipment 1

Ships: In Stock

Delivers: 11 Sep by 2-3 Day Shipping

13-inch MacBook Air with M3 chip - Midnight $ 0.00 Qty 1

However, I haven't received any new updates on the shipment and when I check my order status it is different as before as like I mentioned it's using the same order # so it says delivered because it's refering to my original one I received.

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Answer 6

chewfs Author

Level 1

4 points

Sep 11, 2024 8:40 AM in response to varjak paw

Thank you for your insight! It said my order would be delivered by today (Sep 11) and they said they would email me when my items ship. However, I still have not received an email following up on the items being shipped. Do you know if it's normal for an item to ship and be delivered on the same day?

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Answer 7

chewfs Author

Level 1

4 points

Sep 11, 2024 8:00 AM in response to KiltedTim

I understand that I was just wondering if anyone had a similar experience before. I am in contact with them already. When I posted refund/return I meant a return and exchange.

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Answer 8

chewfs Author

Level 1

4 points

Sep 11, 2024 8:47 AM in response to varjak paw

Thanks again, will get in contact with apple as soon as I can and update this thread afterward.

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Apple canceled my return after I had already sent back the original device.

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