How long does it take to get a refund if you cancel the order for something purchased from the Apple Store?

On November 23 this year, Mr. Zhu, a Beijing citizen, ordered an iPhone 4 mobile phone at the Apple online store for 4,999 yuan. After paying with Alipay, Mr. Zhu’s order was generated. But on November 28, Mr. Zhu discovered that his order had been cancelled.

“I decided to refund, so I quickly contacted the official customer service and asked about the refund. The customer service staff said that the refund would take one to two weeks to complete. After two weeks, I called again and the customer service said "Alipay refunds are slow and take two to three weeks, but until now, I still haven't gotten my money." Yesterday, Mr. Zhu told reporters that the customer service only said that they would help with financial assistance, but they did not give a specific time for the refund. , but not a word was mentioned.

"Online orders are all electronic payments. Payment takes just a moment, and refunds take a moment. Why does it take a month to get a refund? What are the iPhone manufacturers doing with all this money?" Zhu The husband said doubtfully that he had checked online and found, "Many people have had the same experience as me."

"No mention of the deadline for refunds"

Yesterday, reporters from 315 The Consumer Electronics Complaint Network learned that from mid-November to December 19 this year, the website alone received 19 complaints about slow refunds from consumers after order cancellations in Apple’s online store.

The reporter contacted one of the complainants, Mr. Qiao from Tianjin, yesterday. Mr. Qiao said that he also ordered multiple mobile phones from Apple’s online store on November 23 this year. On November 28, he found that some of the orders were canceled. “The refund was delayed for three weeks, and then part of the order money was refunded. , but some parts have not been returned. I asked the customer service on Apple’s official website. They said that Apple stipulates that each person can only buy one machine. The customer service will try their best to apply for a refund for the consumer, but they did not mention the specific details of the refund. Deadline. I am complaining in the hope that they can improve their behavior within the framework of China’s Consumer Rights Protection Law.”

Apple said its finances are far away in Singapore

A few days ago, for consumers. Regarding the reported issues such as "orders being canceled and refunds being slow", Apple's public relations officer Ms. Yang responded that according to Apple's relevant regulations, each customer can only order one machine. "The company will cancel the order with the same delivery address and payee." Only one order will be kept. These prompts stipulate that there will be prompts on the page where consumers place orders. However, Ms. Yang did not give a clear answer to the issue of "slow refunds".

Subsequently, the reporter consulted Apple’s official customer service with the same question. The customer service staff with job number 75592 responded that because there were many canceled orders and the company’s financial department was far away in Singapore, refunds needed to be made by The financial department contacts the relevant departments in mainland China for processing, so it will take some time. "As long as the order has been paid, it will definitely be refunded."

Wang Fengchang, the person in charge of Fayi.com and lawyer, believes that since Apple has After receiving a refund application from a consumer, it should handle the refund for the consumer in a timely manner. Apple's own refund time has no legal basis. Even internal company regulations cannot violate the basic principles of the law. Wang Fengchang said that Apple's behavior violated the principles of fairness and good faith in the Civil Law and Contract Law, and was an infringement of the legitimate rights and interests of consumers.