@desire_base (Desire Base) posted a new topic, subject "A-to-z Guarantee Claim Decision For Order #....Please Help Is Needed". It read:

   Dear All,  
    A buyer purchased an Apple MacBook Pro 15.4-Inch Laptop Intel Core i5 2.4GHz / 8GB DDR3 Memory / 500GB SSHD (Solid State Hybrid) Hard Drive / OS X 10.10 Yosemite from me on August 1, 2016. I shipped it same day and few days later, the buyer opened a claim of Item not as described “Damage or not working”. He returned the MacBook Pro with login account locked to his iCloud account. I contacted the buyer who said he was not going to provide the password for security reasons. Guarantee team directed me to return it to the buyer to remove those accounts which I did, but buyer did not remove the accounts instead sent it back to me in same condition. I informed amazon and was again directed to send it back to the buyer the third time. The MacBook came back today in same condition with iCloud account and log in account. I immediately contacted A-Z team with update of the iCloud account and this is what I got back.
    
    "Hello,
    
    We have granted the claim for this order and issued a refund to the buyer:
    
    – Order Number: ======  
    – Date of Claim: August 11, 2016  
    – Refund Amount: $766.93
    
    We have determined that you are responsible for the claim. As a result, we will debit your account for the refund amount."
    
    The MacBook is here locked to buyer's iCloud account after a Month and three shipment. The MacBook was listed and fully described with photos and in full working condition. Please I need your ideas. I have never seen this kind in my ten years of online selling.
    
    Thank you

Then @r_m_22060 (R-M) said

    You are very lucky the buyer was honest enough to send the laptop back twice.  
    Worst case scenario, bring it to an Apple Store and get them to factory reset it, shouldn't be that hard to do.

To which @eas (EAS) replied

    Desire Base:
    
    > Please I need your ideas.
    
    To not sell high-risk items.
    
    If you are an authorized Apple reseller, you should not have any issues once providing Apple with all the required paperwork and original invoices.  
    If not, you are probably going to have quite the difficult time getting it resolved.

After which, @hofcsp (hofcsp) added

    Do macs not have some format option like a windows PC? Glad to know my decision to never own an apple product has paid off.

Then @Arizona_Dave (Arizona Dave) said

    > I have no idea how A-Z guarantee team decided the claim in favor of the buyer.
    
    It looks like you lost the A-Z because you did not follow Amazons written policies you agreed to when you opened your sellers account.
    
    The buyer bought something and it did not work for them. You are responsible to pay for return shipping. When the item comes back, you give them a refund. Instead of following Amazon policy, you sent it back to the buyer. You are very lucky the buyer did not have it in their possession while they filed the A-Z claim, Amazon probably would have allowed the buyer to keep the item after they won the A-Z.

After which, @desire_base (Desire Base) added

    It is locked to buyer's iCloud account, and I have no idea how A-Z guarantee team decided the claim in favor of the buyer. Apple will not do anything with a MacBook locked to iCloud account. Thank you

So @desire_base (Desire Base) replied

    Apple has nothing to do with iCloud account. Thank you

To which @CanadaRAM (CanadaRAM) replied

    What did the Apple store say when you contacted them about restoring the machine to defaults?
    
    “Only Apple retail stores or Apple Authorized Service Providers can unlock computers protected by a firmware password, such as passwords set with Find My Mac.  
    If you cannot remember the firmware password for your computer, schedule a service appointment with either an Apple Retail Store or an Apple Authorized Service Provider. If you plan to visit an Apple Retail store, make a reservation at the Genius Bar (only available in some countries).”
    
    You will need the original purchase receipt for the machine from Apple to prove you own it
    
    Edited by: CanadaRAM on 14-Sep-2016 10:34 AM

So @desire_base (Desire Base) replied

    Yes, you are right. That was the reason amazon instructed me to send it back to the buy so he can deactivate it from his account, but he chose not to do so. Something must be wrong some where. This is like returning a car to dealer with knocked engine.

So @Mainely_Scooters (Eastern Peace Forever ∞) replied

    EAS:
    
    > As for this issue…it really is not making much sense why the buyer isn't unlocking it and then them returning the computer to factory settings…thus removing any of their passwords.
    
    _Amazon directed me to send it back to the buyer because buyer locked the MacBook to his iCloud and cannot remember his password._

After which, @mtd (MTD) added

    All in all, don't sell Apple's junks on Amazon.

So @desire_base (Desire Base) replied

    Mac is way different from Windows. Thank you

After which, @desire_base (Desire Base) added

    No, you missed the point. Amazon directed me to send it back to the buyer because buyer locked the MacBook to his iCloud and cannot remember his password. There is nothing wrong with the MacBook. If you have ever use an Apple product you will know what iCloud is. Thanks

So @CanadaRAM (CanadaRAM) replied

    > Apple has nothing to do with iCloud account. Thank you
    
    Apple = iCloud
    
    The iCloud password is functioning as a firmware password lock on the computer.  
    With appropriate documentation, the Apple Store can unlock the machine.
    
    This is independent of Amazon and whatever they advised you on this particular A-Z.
    
    You have the machine back, which is better than some other scenarios.

So @eas (EAS) replied

    hofcsp:
    
    > Do macs not have some format option like a windows PC? Glad to know my decision to never own an apple product has paid off.
    
    Since (in practice) it is a good security feature you decision is based on incomplete knowledge.
    
    The “desire” to steal one is also decreased if most thieves know it will be nothing more than a fancy paperweight.
    
    As for this issue…it really is not making much sense why the buyer isn't unlocking it and then them returning the computer to factory settings…thus removing any of their passwords.
    
    It either means there's more to the story or OP is not accurately expressing to the buyer what needs to be done and that those effects will not result in any of their passwords/data being compromised.

After which, @eas (EAS) added

    Eastern Peace Forever ∞:
    
    > _Amazon directed me to send it back to the buyer because buyer locked the MacBook to his iCloud and cannot remember his password._
    
    and ?
    
    The original statement still stands. If the customer lost/forget his iCloud password…only _he_ can reset it (and then use that to unlock the computer which will in turn allow him to return it to factory defaults which erases his data from that computer).

To which @LamontCranston (Lamont Cranston) replied

    Desire Base:
    
    > Apple has nothing to do with iCloud account. Thank you
    
    Apple has EVERYTHING to with iCloud!

To which @jayellbooks (jayellbooks) replied

    Find your receipt for the computer. Go to the Apple Store. Show them the receipt and tell them you need it reset to factory defaults because someone messed it up. See what they say about it. That's all I can think for you to try. No guarantee that they'll do it, but you'll get more information.

So @system (system) replied

    


{'source': 'discourse', 'url': 'https://sellercentral.amazon.com/forums/t/a-to-z-guarantee-claim-decision-for-order-please-help-is-needed/196197', 'title': 'A-to-z Guarantee Claim Decision For Order #....Please Help Is Needed', 'views': 1386, 'has_accepted_answer': False, 'word_count': 1209, 'like_count': 0, 'reply_count': 7, 'participant_count': 11, 'posts': 19, 'tags': '', 'author': '@desire_base (Desire Base)', 'participants': '@desire_base (Desire Base), @r_m_22060 (R-M), @eas (EAS), @hofcsp (hofcsp), @Arizona_Dave (Arizona Dave), @CanadaRAM (CanadaRAM), @Mainely_Scooters (Eastern Peace Forever ∞), @mtd (MTD), @LamontCranston (Lamont Cranston), @jayellbooks (jayellbooks), @system (system)', 'image_url': '', 'created_at': '2016-09-14T17:28:34.000Z', 'last_posted_at': '2018-02-24T07:56:02.789Z'}