This is the story of why post-purchase became our entire business,
and why we think it deserves the same intention as checkout.
Quick Answer
LateShipment.com is an AI-powered post-purchase platform for e-commerce brands, 3PLs, and shippers. It brings order tracking, delivery notifications, returns, shipping protection, and carrier refund recovery into one connected system. It started in 2012 by helping businesses recover carrier refunds and now serves 4,500+ brands worldwide.
What we are here to change.
We think post-purchase deserves the same care as checkout, not just the biggest brands with the budget to build it themselves, but every brand. That means giving businesses real visibility into their carriers, and holding them accountable for the service they promised.
Help brands win beyond checkout.
Most businesses put all their effort into getting a customer to buy. We help them care just as much about what happens next: tracking, delivery, and support. That is what brings customers back.
Make great post-purchase available to every brand.
Only the biggest companies could once afford to build this kind of system. We want every brand to have it, not just the ones with big budgets.
Built on transparency and accountability.
Businesses pay carriers for a service, but rarely know if they actually got it. We believe you should be able to see what happened to every shipment, and hold carriers accountable when they fall short.
Pioneers in parcel audit and shipping refunds.
LateShipment.com began in 2012 with an offhand comment. In an account review meeting, a FedEx representative admitted that refunds for service failures were possible, but that the claims process was deliberately complicated to discourage businesses from filing them. A manual claim, submitted and followed through by hand, took up to 21 days to process, and cost almost as much as the refund itself.
A carrier admits refunds are possible, but hard to claim.
A routine carrier meeting reveals that refunds are possible but the claims process is built to discourage them. Manual claims cost nearly as much as the refund they recover.
We build software to automate carrier claims.
What starts as a side project becomes software that files and tracks carrier claims automatically. The first fully automated claim is submitted to FedEx and approved, then extended to UPS.
LateShipment.com launches as an independent company.
LateShipment.com becomes an independent company, available as a SaaS product to any business shipping with FedEx or UPS.
USPS and DHL are added as supported carriers.
USPS and DHL join the list of supported carriers, broadening refund recovery for shippers everywhere.
That was the start of a pattern that has defined LateShipment.com ever since. Find the post-purchase problem no one else is solving. Automate it. Let solving it reveal the next one.
$58,221
our biggest check
The biggest refund we have ever recovered for a customer is still one of our proudest moments. It shows how repeated carrier billing errors can add up.
1200+
carriers and platforms
We have pre-built integrations with shipping carriers, e-commerce platforms, CRM, order management systems, and helpdesk tools.
Engineers at heart
Most of what LateShipment.com does today started as a script written to fix one team's own frustration. We are still building that way.
From parcel audits to a connected, autonomous platform.
The same instinct that recovered our first carrier refund now runs a full post-purchase platform. Here is the arc, and where it is headed.
From audits to a unified platform
Parcel auditing and refund recovery proved the model worked. We used the same approach for tracking, returns, and shipping protection, bringing tools that used to live apart into one platform: One+.
Running on rule-based automation
Today, predefined rules do the work without a person in the loop. A delay triggers a notification. A service failure triggers a refund claim. A return request triggers a label. It is consistent, but still limited by the rules we write for it.
Autonomy and hyper-personalization
The next step combines two shifts. Systems that understand context across shipments, customers, and carriers, and can act with less manual input. Post-purchase experiences that feel personal instead of generic.
Brands running post-purchase on LateShipment.com.
We work with growing DTC brands, established retailers, 3PLs, and B2B shippers in 40+ countries.
4500+
Brands we work with
40+
Countries we operate in
See how connected
post-purchase operations work.
See how LateShipment.com connects delivery tracking, returns, shipment protection, carrier auditing, refund recovery, and post-purchase reporting through One+.
Review the workflows that matter most to your team
See how OneTrack, OneReturn, OneProtect, and OneAudit work through One+
Use your current post-purchase setup as the starting point
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