How to File Refund Claims with UPS6 min read

UPS delivers on time or you get your money back! 

The headline is concise when you read it on the UPS site. Like other major shipping carriers like FedEx and DHL, UPS too offers a refund of shipping charges if it delivers a parcel later than promised. 

However, like other shipping carriers, UPS is increasingly showing an unwillingness to provide refunds for deficient service. This is evident in their convoluted refund process and in the eagerness carrier representatives display to have customers sign waivers of the Guaranteed Service Refund (GSR). 

Stay tuned to learn about the process of claiming refunds with UPS!

Understanding UPS’ Guaranteed Service Refund (GSR)

The UPS Guaranteed Service Refund (GSR) is a clause that is part of the shipping contract and stipulates that UPS will refund 100% of shipping charges if parcel delivery is delayed by even 60 seconds except in exceptional circumstances (natural disasters, weather delays, etc).

UPS guarantees service refunds for selected services such as UPS Ground, UPS Worldwide Express, UPS Next Day Air, etc. for 50+ service failures & billing errors including late, lost, and damaged deliveries, surcharge errors, etc.

List of UPS services that are eligible for GSR

Due to the current COVID-19 pandemic, UPS has temporarily suspended its service guarantee for all shipments from any origin to any destination until further notice. 

However, on any other bright day, UPS is bound to honor refund claims for late deliveries from retailers according to its GSR policy. 

Although quite simple in theory, the UPS claim submission process can be quite a challenge.  

Let’s take a look at the process of filing a claim with UPS.

How to File a Claim with UPS

  1. Go to the UPS site and choose “View & Pay Bill” under the “Quick Start” tab.
  2. Select the UPS Billing Center under the Billing and Payment section
  3. Log into your UPS account.
  4. At the UPS Billing Center, under the quick links, choose the “Request a Refund” option.
  5. Fill the request form after providing your tracking number.
  6. You can also contact UPS customer service at 1-800-742-5877, and direct numbers are available for more load-specific claims.

That sounds easy enough. Or not!

We will see why.

What Makes Filing Claims with UPS a Hassle

While UPS has a policy of guaranteeing a full refund on parcels where they have failed to deliver on time, it is subject to many, many conditions. 

  1. You are required to file the claim in writing or by telephone within 15 days from the date of the scheduled delivery with the receiver’s name, address, date of shipment, package weight, and tracking number.
  2. The money-back guarantee is not applicable to all parcels that UPS undertakes. Check for the validity of your claim!
  3. Not all destinations are covered under the money back scheme. Again, check for the validity of your claim.
  4. You need to submit all shipping documentation including labels according to “UPS’s Guide to Labelling”
  5. In cases of international shipments, you have to submit documentation required by the country of origin or destination to support your case.
  6. If the parcel involves a Saturday delivery route label, that must be included as well.
  7. The parcel must have been tendered to UPS before the stipulated collection time. Ensure that. Look at timestamps.
  8. If the parcel required additional handling, you are not eligible for a refund.

Now, even if you do meet the requisite conditions to qualify for a refund, the process is not automated.

The refund money is rightfully yours. BUT, you are required to file your claims on time, give necessary information and documentation evidence to prove your claim, follow up, and wait for your refund. 

That’s not all. With the finer-print conditions, UPS can still reject your claim for a refund.

Explore Refunds From Multiple Carriers

If, by this stage, you haven’t already given up on receiving your refund, you also need to know this. After all this effort, your claim might still be rejected on grounds of “late delivery due to unforeseeable weather conditions or calamities.”

After all this effort, your claim might still be rejected on grounds of late delivery due to unforeseeable weather conditions or calamities.

The process is still doable IF you ship only a parcel or two a month.

But only if that is your volume. For anything more, you need A SOLUTION THAT CAN ACTUALLY SCALE!

It is not that UPS does not have all the documentation for them to process refunds all by themselves and credit the refund amount for their service failures. They have intentionally made the claim process tortuous so that it puts off people from claiming the money they are rightfully eligible for. 

So, What’s the Smart Way Out?

The money that goes unclaimed in shipping carrier refunds runs to the tune of over 3 billion dollars annually. But what should matter more to you is this: Experts say that you can bring your shipping budget down by up to 20% if you claim every single refund you are eligible for.

Large businesses have their own processes in place to automate the refund process. But what does every other business do?

Most businesses do not have the bandwidth or money to invest in an in-house team to handle refunds. 

A good option here is to use an automated third-party tool that can help you claim your refunds. All you need to do is integrate this tool into your existing shipping operations while you focus on your core business functions.

How Can Help You

A third-party solution like can help businesses like yours hold your shipping carrier accountable and ensure that you do not lose money that is rightfully yours. Also, monitoring and claiming refunds regularly helps you receive better performance from your shipping carrier resulting in more successful last-mile deliveries.

UPS has temporarily suspended its GSR or money-back guarantee for late deliveries due to the Coronavirus but there are more than 50 service failures such as lost packages, damaged parcels and incorrect surcharges that can help you recover refunds from.’s refund recovery process allows you to focus on your core business functions while it analyses every shipment you send, identifies late shipments that are eligible for refunds and files claims with supporting documentation. It also follows up with the procedure and ensures that refund is credited to you as soon as possible. 

At, our focus has remained steadfastly on the last mile, typically the part of the logistics chain that is the most opaque.

The best part is, has a simple signup process, which takes less than 2 minutes for you to get started on claiming refunds. 

  1. Create a account 
  2. Add your shipping carrier credentials. 

That’s all! We take it from here.

The value we add to businesses is most evident when experienced first-hand.

Sign up with Make UPS pay what is rightfully yours.