Apple says returned iPhone 15 box empty

I shipped a defective phone via FedEx on 01APR25 back to Apple. I have video evidence that I did so. FedEx has evidence via the weight of the box.

on the Apple side, AButler signed for the box, thus signing to say the the phone was received. It was later that Apple reported, via email, to me that the box was empty.

Sara at the customer service claimed that despite my evidence of shipment, as well as FedEX’s evidence of package weight that she could not do an investigation. Thus I will be charged for the phone in full. She told me to contact FedEx but FedEx is claiming that apple must contact them because Apple generated the shipping label.

There are hundreds of these reports on several different forums. I have location and time stamped evidence that I delivered the phone to FedEx.

How does one handle a situation where no one wants to take responsibility?