Published: December 3, 2025
iPhone trade-in lost in the mail? As holiday package theft and carrier glitches surge in 2025, here’s what’s really happening — and how to protect your money and your phone.
A $160 iPhone trade‑in that vanished — twice
Earlier this week, consumer advocate Christopher Elliott published a case that’s striking a nerve with Apple customers. In his report, he describes how Dave Weiss mailed his iPhone to Apple for a $160 trade‑in credit — and then watched the package vanish inside UPS’s tracking system. [1]
Weeks later, Apple said the phone had “failed inspection” and claimed it was returning the device. That return shipment also disappeared. For two months, Weiss was left without his old phone, without his new one fully paid off, and without the $160 credit he’d been promised, despite multiple calls to Apple support and emails up the chain of command. [2]
Only after Elliott’s advocacy team contacted Apple’s executive relations did the company apologize and issue the full $160 credit. [3]
Weiss’s story is dramatic — but it’s no longer unusual. As of December 3, 2025, complaints about lost phone trade‑ins, empty boxes and stalled “investigations” are piling up across Apple’s own forums, carrier communities and social media.
And with holiday shipping now in full swing, the risks are rising.
Why lost phone trade‑ins are suddenly everywhere
A wave of “lost in transit” complaints
Elliott’s case is just one in a growing stack:
- Apple Support forums are full of customers saying Apple claims their trade‑in box arrived empty, even though they shipped a working device and can prove delivery. One June 2025 poster says Apple is demanding evidence she can’t provide because she dropped the package in a post box and didn’t get a receipt, leaving her on the hook for £300. [4]
- In another Apple thread from October 2025, a customer’s iPad trade‑in has been “stuck” at a national parcel hub since September. Despite repeated calls, they’re told to wait “24–48 hours” over and over, with no resolution. [5]
- T‑Mobile customers are reporting similar nightmares. In February 2025, PhoneArena documented cases where UPS delivered damaged, empty boxes or no package at all, leaving customers charged for iPhones they never received or credited only after weeks of limbo. [6]
- In October, TmoNews reported that T‑Mobile’s Yearly Upgrade program is drawing complaints over “lost” or misidentified trade‑ins — including one customer whose iPhone 16 Pro allegedly turned into a different model in T‑Mobile’s system, cutting their expected credit and jeopardizing their iPhone 17 upgrade deal. [7]
- Verizon users are complaining too. In a community thread updated in November 2025, one customer says their UPS‑shipped Verizon trade‑in went missing “in Verizon’s transit,” yet they’ve been told they can’t be reimbursed. [8]
- Xfinity Mobile customers have described months‑long sagas where trade‑in phones show as delivered, but credits never appear. One October 2025 poster says a phone delivered July 31 still hasn’t been credited, despite multiple tickets, corporate escalations and even a complaint to the state attorney general. [9]
Taken together, they paint a clear picture: across Apple, T‑Mobile, Verizon, Xfinity and others, mail‑in trade‑ins are failing at multiple points — at carrier warehouses, third‑party refurbishers and in transit with UPS, USPS and FedEx.
A long‑running weak spot in Apple’s system
The problem isn’t entirely new. As far back as 2022, MacDailyNews flagged a “major flaw” in Apple’s iPhone trade‑in program: the risk of theft or loss while devices are in transit, especially when Apple relies on third‑party logistics partners and trade‑in companies. [10]
Comments on that report — and on later Apple forum threads — tell a familiar story: boxes arriving “empty,” trade‑in partners claiming damage that isn’t there, and customers having to produce weight receipts or photos just to prove a phone ever existed. [11]
Holiday 2025: package theft and shipping chaos raise the stakes
December is always risky for shipping electronics. This year, the numbers are sobering.
- The U.S. Postal Service says its largest processing center in Los Angeles is handling around one million packages per day during the holidays, and it’s urging customers to mail early. Recommended U.S. deadlines for Christmas delivery in 2025 are December 17 for Ground Advantage and First‑Class, December 18 for Priority Mail, and December 20 for Priority Mail Express. [12]
- A recent analysis cited by tech site CyberGuy estimates 37 million packages will be stolen in 2025, with losses already hitting around $8 billion, and Americans losing about $15 billion to stolen parcels last year alone. [13]
- Package theft has become such a political issue that Rep. Josh Gottheimer is pushing a federal “Porch Pirates Act,” which would impose federal penalties for stealing packages delivered by private carriers like UPS, FedEx and Amazon, not just USPS. New York City alone saw an estimated $945 million in package theft losses in 2024, more than double runner‑up Philadelphia. [14]
- Local police departments are creating dedicated porch‑pirate units and warning that Black Friday and Cyber Monday surges are prime time for thieves. [15]
Put simply: if there was ever a bad time to drop an iPhone in a trade‑in box and hope for the best, it’s December 2025.
Who is really responsible when a trade‑in is lost?
One of the most important takeaways from Elliott’s iPhone case is this: if the company provides the shipping label, it is usually the “shipper of record,” not you.
According to Elliott’s reporting, under UPS terms the party that pays for the label — Apple, T‑Mobile, Verizon, etc. — is the one that must file a claim for a lost package. Consumers often assume they’re responsible because they physically handed over the box, but the contract is between the carrier and the company that bought the label. [16]
That matters because:
- If Apple or a carrier tells you “it’s lost in transit, nothing we can do,” they’re often ignoring their own contract with the shipper.
- You upheld your end by sending the device using their kit, label and instructions.
- The company is usually the one that has the right (and the data) to pursue a loss claim with the carrier.
At the same time, trade‑in terms for some offers try to shift risk back onto consumers. For example, one 2025 “enhanced trade‑in” PDF used in Europe explicitly warns that the provider “cannot be held responsible” if a device is lost in transit when sent to or returned by them. [17]
The result: a confusing tug‑of‑war between what shipping contracts say, what trade‑in fine print implies and what frontline customer service agents are trained to tell you.
Important: This article is informational and based on publicly available sources; it is not legal advice. If a lost trade‑in involves significant money or potential collections, speaking with a consumer‑rights lawyer or local legal aid organization can be worth it.
Inside Apple’s trade‑in push — and why the stakes are higher in 2025
Apple and carriers are leaning on trade‑ins harder than ever:
- In May 2025, Apple temporarily raised iPhone trade‑in values, boosting credits by around $10–$20 on many recent models (for example, raising the maximum for an iPhone 15 Pro Max from $630 to $650). [18]
- Carriers are running aggressive promotions tied to trade‑ins and upgrades. T‑Mobile’s Yearly Upgrade program, for instance, requires you to send back the exact device you got the prior year, verified by its IMEI — which means any mis‑scan, swap or loss can kill your promotional credits. [19]
At the same time, Apple forums are filled with users saying they’ll never again ship a device for trade‑in, preferring in‑store trade‑ins or third‑party buyers, precisely because of these lost‑in‑transit and “empty box” horror stories. [20]
That trust gap is growing just as mail‑in trade‑ins, porch piracy and logistics bottlenecks collide.
Step‑by‑step: what to do TODAY if your iPhone trade‑in is missing
If your iPhone or iPad trade‑in has disappeared in the mail — or the company says the box was empty — here’s a practical playbook you can use right now.
1. Gather your proof before you call
Collect every scrap of documentation you have:
- Photos or video of the device powered on, showing the screen and body condition.
- Photos or video of you placing it in the trade‑in box, sealing it and attaching the label.
- The shipping receipt showing:
- Date and time;
- Tracking number; and
- Weight of the package (this is powerful evidence if anyone claims the box was empty).
- Screenshots of the tracking history.
- The original trade‑in quote (email, PDF or screenshot).
- Any emails, chat logs or SMS from Apple/carrier support.
If you don’t have this yet, start with what you do have; you’ll build more as you go.
2. Confirm what the carrier sees — but don’t let them bounce you
Check the latest tracking scan and call the carrier (UPS, USPS, FedEx):
- Ask for a plain‑language explanation: “Where was this last scanned and what status do you show?”
- Request that they note the file that the shipment may contain a smartphone under a trade‑in program.
However, don’t accept “you must file a claim” if the label wasn’t purchased by you. In most trade‑in programs, Apple or the carrier is the shipper of record; they’re the party with the contractual right to open a formal loss claim. [21]
3. Open (or escalate) a formal case with Apple or your carrier
Contact the trade‑in program’s official support channel and:
- Ask them to open a case and give you a case or reference number.
- Provide:
- The order and trade‑in IDs;
- The tracking number;
- Copies of your photos, receipts and tracking screenshots.
- Ask directly:
- “Since you provided the shipping label, are you the shipper of record with UPS/USPS/FedEx?”
- “Can you confirm you are filing a lost‑package claim with the carrier?”
Document every call: date, time, agent name and what they promised to do.
If they say “we received an empty box”, calmly ask:
- “What was the recorded weight when the carrier accepted the package?”
- “Can you share the inspection notes and photos you say you have?”
- “Can you open or reopen an investigation, given my proof that a device was shipped?”
4. Escalate beyond frontline support
Weiss’s case only moved when it reached Apple’s executive relations team, after repeated dead ends at normal support. [22]
If you’re stuck:
- Look for executive or corporate escalation contacts. Elliott’s Apple contact directory, which was updated on December 2, 2025, lists executive relations and senior customer‑support leaders as escalation points. [23]
- Send a short, factual email or letter:
- One‑page timeline of what happened;
- Your evidence (photos, receipts, tracking);
- What resolution you’re seeking (for example, “Apply the full trade‑in credit originally quoted, or return my device at your expense”).
Keep it polite but firm. Executive teams are far more likely to respond to concise, well‑documented complaints.
5. Involve regulators and watchdogs if necessary
If the company is stonewalling you and the amount at stake is substantial:
- File a complaint with your state attorney general or consumer protection office, especially if you’re dealing with a carrier like Xfinity or a long‑running unresolved case. Users in Xfinity’s trade‑in forum are already taking this route. [24]
- For phone carriers, you can also consider a complaint to the FCC (in the U.S.) if you believe advertising or billing terms have been violated.
- Report scams or fraud through the U.S. Federal Trade Commission’s online portals. The FTC says consumers lost more than $12.5 billion to fraud in 2024, and they encourage reporting to help identify systemic abuse. [25]
Regulatory complaints won’t always yield quick results, but they create external pressure and a paper trail.
6. Think carefully before disputing charges with your bank
Some customers turn to chargebacks when a phone is lost in transit and the company won’t help. That can work — but it can also backfire.
A 2025 Reddit “superthread” on Google Pixel orders notes cases where people whose phones were lost or damaged in transit initiated chargebacks and later found their Google accounts restricted or banned. [26]
Before you dispute:
- Read the terms of your trade‑in and device purchase.
- Consider resolving through the company’s escalation channels and regulators first.
- If you do dispute, keep it factual: you never received the agreed value, or you’re being billed for a phone you don’t have.
How to “bulletproof” your next trade‑in
If you’re planning to trade in an iPhone, iPad or other device this season, a few extra steps can dramatically reduce your risk.
Before you ship
- Photograph and/or film everything
- Device powered on, from multiple angles.
- Serial number / IMEI in Settings.
- The device going into the trade‑in box, the padding, and the box being sealed.
- The shipping label, clearly legible.
- Get a receipt with the weight
- Drop off the package at a staffed UPS/USPS/FedEx counter, not an unmonitored drop box.
- Ask for a printed receipt that includes the weight. This can instantly disprove “empty box” claims later. [28]
- Avoid unattended drop boxes
- Multiple theft cases involve trade‑ins or new phones disappearing after being left in outdoor drop boxes, with later reports of “empty” or “damaged” boxes. [29]
- Consider an in‑store trade‑in instead
- Apple community members and tech commentators increasingly recommend trading in devices in person at an Apple Store or carrier shop when possible. You get a receipt on the spot and don’t have to bet your upgrade on a long logistics chain. [30]
While it’s in transit
- Track daily once it starts moving
- Save screenshots of each scan.
- If tracking stalls for several days, contact the shipping carrier and the trade‑in program early rather than waiting for a deadline to pass.
- Watch your billing
- Make sure promotional credits appear on your bill when they’re supposed to.
- If a device is declared “lost” or “empty box,” review your bill carefully for:
- Full device charges (as if no trade‑in happened);
- Reversal of any temporary credits.
If you’re risk‑averse: alternatives to mail‑in trade‑ins
- Use a reputable third‑party buyback service or local electronics reseller and get paid outright.
- Sell privately (with all the usual scams‑and‑safety caveats).
- Keep the device as a backup rather than trading it in for a relatively low credit, especially if your model is older and trade‑in values have dropped.
Several MacRumors readers commenting on Apple’s 2025 trade‑in value increases still concluded they’d rather sell their phones themselves than ship them to Apple. [31]
What this means for Apple, carriers — and you
The Weiss case and the flurry of consumer complaints in 2025 highlight a fragile system:
- Trade‑in programs are marketed as frictionless upgrades, often central to how new iPhones and Android flagships are priced and sold.
- Behind the scenes, they depend on multiple third parties — refurbishers, logistics providers and insurers — all of whom can introduce errors, delays or outright losses.
- Meanwhile, package theft and holiday shipping overloads are rising fast, pushing more shipments into the gray zone between “delayed” and “gone.” [32]
Apple and the big carriers have every incentive to keep customers trading in devices. Apple even increased trade‑in payouts earlier this year and continues to tout its recycling and reuse programs as environmental wins. [33]
But unless they can guarantee that customers won’t lose hundreds of dollars — or their phones — to shipping failures, mis‑gradings or unexplained “empty box” claims, trust will continue to erode. Already, more consumers are saying they’ll only trade in at physical stores, or not at all. [34]
The bottom line for December 3, 2025
If you’re staring at a stalled tracking page for your iPhone trade‑in today, you’re not alone. The good news from Weiss’s case is that persistence, documentation and smart escalation can work — Apple ultimately made him whole after months of frustration. [35]
The bad news is that mail‑in trade‑ins, holiday shipping chaos and a surge in package theft have combined into a perfect storm for 2025.
So if you’re about to upgrade:
- Decide honestly how much risk you’re willing to take with a phone in a cardboard box.
- If you ship, document obsessively and treat every step like evidence gathering.
- If you hate stress, walk into a store, hand the phone to a human, and don’t leave without a receipt.
Either way, knowing your rights — and how the system really works — is your best defense when an iPhone trade‑in disappears in the mail.
References
1. www.elliott.org, 2. www.elliott.org, 3. www.elliott.org, 4. discussions.apple.com, 5. discussions.apple.com, 6. www.phonearena.com, 7. www.tmonews.com, 8. community.verizon.com, 9. forums.xfinity.com, 10. macdailynews.com, 11. macdailynews.com, 12. www.foxla.com, 13. cyberguy.com, 14. nypost.com, 15. www.ctinsider.com, 16. www.elliott.org, 17. www.three.ie, 18. www.macrumors.com, 19. www.tmonews.com, 20. discussions.apple.com, 21. www.elliott.org, 22. www.elliott.org, 23. www.elliott.org, 24. forums.xfinity.com, 25. www.ftc.gov, 26. www.reddit.com, 27. www.elliott.org, 28. macdailynews.com, 29. www.phonearena.com, 30. discussions.apple.com, 31. www.macrumors.com, 32. www.foxla.com, 33. www.macrumors.com, 34. www.elliott.org, 35. www.elliott.org
