How to File UPS Claims for Service Failures

Founded in 1907, United Parcel Service (UPS) is a major shipping carrier and the largest company out of the three behemoths (the other being DHL and FedEx). UPS has a wide range of offerings apart from delivery such as supply chain, freight, and even a retail store. The Atlanta-based carrier has over 120,000 vehicles on its delivery fleet and is primarily known for its ground shipping services.

Despite the massive fleet and state-of-the-art tracking systems and delivery procedures, your customers’ parcels shipped through UPS can end up getting delayed or even lost in transit. But UPS strives to provide an impeccable service every time, therefore they provide a money-back guarantee for most services under their Guaranteed Service Refunds (GSR) policy.

Shippers who have faced service failures and billing errors at the hands of UPS can request a refund on their shipping costs. But before submitting UPS claims, here’s something to understand GSR even better, so that we get better at claiming UPS refunds.

Understanding UPS’ Guaranteed Service Refund (GSR)

Just like major food delivery companies advertise today. UPS’ GSR simply means that when the order is delivered later than the scheduled delivery time/ date then UPS owes the shipper a refund on the shipping cost.

The UPS Guaranteed Service Refund (GSR) is a part of the shipping contract that 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).

Now that we’re familiar with the basics of GSR, let’s move on to how you can submit UPS claims.

How to File UPS Claims for Service Failures

Go to the UPS site and choose “File a Claim” under the “Support” tab.
Log into your UPS account to file a claim.
Fill out the details requested such as tracking number, your status (shipper, receiver, third-party, etc).
Select the reason for the claim — late delivery, lost package, etc.
Upload any documentation or other evidence to support your claim (photos, payment receipt, product descriptions, etc).
Submit your claim

Or, you can also contact the number of UPS claims support at 1-800-PICK-UPS (1-800-742-5877) and say “Refund.”. Plus direct numbers are available for more load-specific claims.

While this looks relatively simple, however, it is always not the case. The process for manually filing UPS claims is actually a hassle to claim refunds.

What Makes Manually Filing UPS Claims a Hassle

The problem with manually filling UPS claims is simply the conditions that come along in the GSR policy, which makes it intentionally hard to get successful refunds.

The GSR policy is filled with fine-print clauses that you have to strictly meet or else, your claims can get rejected.

First and foremost, check if you have signed a GSR waiver. This straightaway prevents you from claiming UPS refunds and is also not an efficient move.
Wait for 24 hours from the expected delivery time to claim refunds for lost packages. There are chances for your package to get delivered to your hands. However, you can straightaway submit refunds for late deliveries (for select services).
Refund requests must be submitted within 15 calendar days of the scheduled delivery date or the date listed in the tracking details or your proof of delivery, whichever is later.
In the case of lost packages (after ruling out incidents of misplaced packages in your garage, with your neighbor, or porch pirates) you have less than 60 days from the delivered date to file a claim.
While manually filing refund claims, you have to make sure to enter correct information such as the receiver’s name, address, date of shipment, package weight, tracking number, etc. Which can be tiresome and time-consuming.
The claim process itself can sometimes take more than 10 days to be completed.
The GSR money-back guarantee does not apply to all services and destinations parcels that UPS undertakes. Check for the validity of your claim!
You need to submit all shipping documentation including labels according to “UPS’s Guide to Labeling”.
In cases of international shipments, you have to submit documentation required by the country of origin or destination to support your case.
If the parcel involves a Saturday delivery route label, that must be included as well.
The parcel must have been tendered to UPS before the stipulated collection time. Check the timestamps to ensure that.
If the parcel requires additional handling, you are not eligible for a refund.

That’s not all! Your UPS claims can still be rejected with finer-print terms and conditions.

The process of manually submitting UPS claims is doable IF you ship only a parcel or two a month.

But if your volume is something i.e just remotely more than that, you need A SOLUTION THAT CAN ACTUALLY SCALE!

It is not that carriers such as UPS do not have all the documentation for them to make the process efficient. They intentionally don’t make the claim process easy so that it puts off people from claiming the refund money they are rightfully eligible for.

So, What’s the Smart Way out to Claim UPS Refunds?

Many business owners do not realize that unclaimed UPS refunds are just money left on the table. This money 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 SMBs do not have the bandwidth or money to invest in an in-house team to handle refunds. This is where LateShipment.com has your solution.

If you were probably not aware of it before, we are an automated parcel audit and shipping refunds tool. All you need to do is integrate this tool into your existing shipping operations while you focus on your core business functions.

How LateShipment.com Can Help You Claim UPS Refunds [and Save up to 20% of Your Shipping Costs]

Firstly, in simple terms, we help businesses like yours hold your shipping carrier accountable and ensure that you do not lose money that is rightfully yours.

LateShipment.com automatically audits your shipping invoices and identifies 50+ carrier errors from UPS such as lost and damaged packages, incorrect surcharges, etc to ensure maximum refund recovery.

Also, monitoring and claiming refunds regularly on your claims dashboard can help you receive better performance from your shipping carrier and result in more successful last-mile deliveries.

Not just UPS, LateShipment.com also helps you file claims and recover refunds from all major carriers such as DHL, FedEx, Purolator… to name a few.

LateShipment.com’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.

We also follow up with the procedure and ensures that a refund is credited to you as soon as possible.

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

Create a LateShipment.com account
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.

Make UPS pay what is rightfully yours.

Frequently Asked Questions about UPS Refund Claims

1. Can I get a refund if UPS is late?

Yes, UPS promises on-time delivery for various service types including late, damaged, lost and 50 other. If your package is late by even 60 seconds you are eligible for a complete refund.

2. How long does it take to get a refund from UPS?

The UPS claim process might take an average of 10-15 days depending on the service error.

3. How do I file a claim with UPS?

Check out for manual claims here. To have an automated claim process Sign Up with LateShipment.com and automatically file refundclaims for eligible packages.