If you ship packages with UPS—whether as a business or an individual—understanding how to get a UPS refund for late delivery is essential for protecting your bottom line and ensuring you only pay for services rendered. This comprehensive guide covers everything you need to know about the UPS refund process for late deliveries, including eligibility requirements, step-by-step instructions for filing a claim, common exceptions, and tips for maximizing your refund potential. Whether you’re a business owner managing high shipping volumes or an individual sending occasional packages, this guide will help you navigate the UPS refund process with confidence.
How to Get a UPS Refund for Late Delivery: A Guide to Filing a Claim
When delivery is an integral part of your company’s success and reputation, you don’t want packages arriving late. So, of course, you put plenty of research into choosing a reliable delivery company to care for your shipping needs. If you’re seeking a UPS refund for late delivery, this guide will walk you through the process.
UPS is a highly regarded shipping company, not to mention the largest in the country. Many businesses use it to ship their products to their customers. Unfortunately, even the most reputable delivery companies will occasionally have issues, causing late shipments.
While you never want your customers to receive a package after the quoted delivery date, the UPS Guaranteed Service Refund is a free money back guarantee that applies to certain services. If a UPS ground or express package covered by this policy doesn’t arrive by the scheduled delivery date, you may be eligible for a full refund of the shipping charges. However, you probably won’t be surprised to hear that UPS doesn’t automatically refund you after a late delivery. It’s your responsibility to file a claim with the company to request a refund.
Why Timely Claims Matter
It’s important to read the fine print of the UPS Service Guarantee to understand which services are eligible, the role of the scheduled delivery date, and to avoid common mistakes when filing your claim.
While filing a UPS Guaranteed Service Refund claim isn’t the easiest, fastest process, it’s necessary to get the money back that you deserve. By understanding how to file a claim and the necessary requirements, you can get your claim filed quickly and get the ball rolling on a UPS refund for late delivery.
Or, better yet, let P3 fight for your refund!
About the UPS Guaranteed Service Refund
UPS offers a Service Guarantee that promises on-time delivery for many of its services, including UPS Ground, UPS Next Day Air, and UPS 2nd Day Air. In order to maintain its reputation, UPS offers a Service Guarantee to its senders. If a UPS package arrives later than the promised time commitment, customers are eligible for a full refund of the shipping cost—even if the delivery is late by just 60 seconds. While this process isn’t technically difficult, it can be very time-consuming for companies doing a lot of shipping.
The Service Guarantee applies to many UPS services, including UPS Ground, UPS Next Day Air, and UPS 2nd Day Air.
To receive a UPS refund, the sender must file a claim within strict deadlines—typically within 15 calendar days after the scheduled delivery date. That means you need to stay on top of shipping invoices to ensure you’re not being charged unfairly. As soon as a delayed delivery is brought to your attention, follow this guide to make a claim as soon as possible. In addition to late deliveries, billing errors can also be grounds for a refund under UPS’s policy.
The UPS Service Guarantee and COVID-19
It seems as if no business in the world was left untouched by the pandemic, and UPS was no exception. Most business owners are painfully aware of the virus’s effects on the supply chain across the globe. So on March 26, 2020, they suspended the guarantee for all shipments handled by UPS from any origin to any destination.
Slowly, they have begun to reinstate the UPS Service Guarantee for specific services. At the time of publishing, the guarantees for the following services have been reinstated:
UPS Next Day Air® Early
UPS Next Day Air®
UPS Next Day Air Saver®
UPS Worldwide Express NA1®
UPS Worldwide Express Plus®
UPS Worldwide Express®
UPS Worldwide Express Saver
UPS Worldwide Saver®
UPS Worldwide Express Freight® Midday
UPS Worldwide Express Freight®
Domestic Express Plus
Domestic Express
Domestic Midday
Domestic Express Saver
Transborder Express
Transborder Express Plus
Transborder Express Saver
Now that you understand the basics of the UPS Service Guarantee, let’s explore why it’s so important for your business.
Why the UPS Service Guarantee Is Important for You
Running a business is expensive, and shipping costs can add up quickly. These are necessary costs for many companies, but it’s essential to get what you’re paying for. Entering into a contract with a delivery provider is the first step, but unfortunately, the work doesn’t stop there. You must monitor your invoices to guarantee that you’re not overspending. Monitoring invoices can also help catch billing errors, which are eligible for claim refunds in addition to late deliveries and damaged packages.
It would be great if these refunds were automatically refunded to your account, but that’s not how things work. Instead, you must take action quickly to ensure that you receive the money you are owed due to delayed deliveries. When filing a claim, it is important to provide accurate payment details, such as your shipper’s account information and proof of payment, to ensure a successful and timely resolution.
By reviewing your shipping invoices, you could save up to 20% percent on delivery services. Don’t pay for carriers’ mistakes. Delayed deliveries make your company look bad, so make sure that UPS pays by filing a claim to get back the money that is rightfully yours.
Businesses can potentially save up to 20% on shipping costs by utilizing automated refund claim services.
Now that you know why the Service Guarantee matters, let’s review the exceptions to the policy.
Exceptions to the UPS Service Guarantee
As with most money-back policies, some exceptions are not covered. The UPS Service Guarantee for late delivery only applies to certain services, and UPS won’t cover shipping delays caused by circumstances out of their control, like a sender error. Some exceptions that UPS does not cover include:
Incorrect address or insufficient documentation
Delivery to UPS after the specified time for guaranteed delivery
2nd Day Air A.M. for residential delivery
Ground Returns Service packages
Packages over a certain size or weight limits
Unavailability or refusal of package acceptance
Natural disasters and other delays beyond UPS’s control
Deliveries scheduled the fourteen days before Christmas
Delays caused by weather, customs issues, or if the service used is not covered by the UPS Service Guarantee.
Additionally, UPS often suspends its Service Guarantee during peak shipping seasons due to increased volume and potential delays.
Now that you know the exceptions, let’s look at when you are eligible for a refund.
When Are You Eligible for a Refund?
With all those exceptions, you may be wondering when are you eligible for a refund based on the UPS Service Guarantee? Eligibility for a UPS refund is based on the package being delivered after the scheduled delivery date and not meeting the promised time commitment. If your package is late, even by 60 seconds, you’re eligible for a full refund of your shipping costs under the UPS Service Guarantee. Basically, you qualify for a UPS late delivery refund for any delivery that arrives after the quoted date or time by 60 seconds or more, where the cause of delay was UPS’s fault.
Imagine the following scenario. Your company sends out 1,000 products to various customers throughout a specific US city. Most of the packages arrive right on time, but four customers report to you that their delivery has still not come the day after it was scheduled.
You double-check the shipping addresses and confirm everything was accurate. Then, you check the tracking numbers and see that all four packages left on the same delivery truck. The status still says “out for delivery”. Since the products will be delivered after the scheduled delivery date and did not meet the promised time commitment, you are eligible for a UPS refund. The shipper, or the UPS account holder who paid for the shipping, is usually the party entitled to request the refund. You can start your claim 24 hours after the expected delivery date.
Next, let’s walk through the process of filing a claim for your UPS refund.
How to File a Claim With UPS for Delayed Delivery
Filing for a refund through UPS Guaranteed Service is not complicated, but it is time-consuming. For starters, you have to notice when you’re eligible for a refund. Sometimes, a receiver will let you know that a package arrived late or hasn’t arrived.
You can initiate a UPS refund claim online or by calling UPS customer service.
When filing a claim for a UPS package, be aware of common mistakes such as missing information, incorrect tracking numbers, or failing to provide required documentation, as these can delay or jeopardize your claim.
However, others might not notice or care enough to let the sender know. This is why it’s vital to keep your eye on shipping invoices each month to make sure you’re not overspending for services not rendered.
When filing a claim, you must enter all information such as names and addresses completely and accurately. Providing accurate payment details, including the shipper’s account information and proof of payment, is crucial for a successful claim. With UPS, either the sender or receiver can file a claim, but make sure that only one party applies for a refund. The claim must be filed within 15 days of the quoted delivery date, so you must claim refunds within the specified timeframe.
The easiest way to file a claim with UPS is by filling out a form online. You also have the option of filing a claim by phone.
Once a claim is submitted, UPS will typically review it within 8 to 10 business days, so be aware of the processing time for your refund request.
Filing Online
Login to your account through the UPS claims website. If you do not already have an account, you should create one before moving to the next step.
Click “File a Claim”, then “Get Started”, and fill out the online form. Before starting, you should collect the following information:
Tracking Number (tracking your UPS package is essential for the claim process)
Sender/Recipient Information
Shipping Date
Reference Number
Payment Details (such as account information or proof of payment)
Choose Late Delivery for the reason of claim.
Review details and check claim confirmation.
Filing by Phone
Alternatively, you can file your claim by phone by calling 1-800-742-5877. When it’s your turn after waiting, say “refund”. You should gather the same information as listed above, including Payment Details (such as account information or proof of payment) and the tracking number for the UPS package. The customer service representative will walk you through the rest of the process.
Filing a claim online is the easiest option for most businesses. After you file your request for a UPS refund for late delivery, you can check the claim’s status through the Billing Center Claims Dashboard. Claims take an average of ten days to be processed.
If you need any UPS claim support throughout the process, you can contact a UPS Claims Adjuster, whose contact information should be on your claim document detail.
Step-by-Step Checklist: How to Get a UPS Refund for Late Delivery
Eligibility: Your package must be delivered after the scheduled delivery date and time, and the delay must be UPS’s fault. If your package is late, even by 60 seconds, you’re eligible for a full refund of your shipping costs under the UPS Service Guarantee.
Deadline: File your claim within 15 calendar days of the scheduled delivery date.
How to File: You can initiate a UPS refund claim online through the UPS claims website or by calling UPS customer service at 1-800-742-5877.
Who Can File: The shipper, or the UPS account holder who paid for the shipping, is usually the party entitled to request the refund.
Required Information: Have your tracking number, sender/recipient information, shipping date, reference number, and payment details (such as account information or proof of payment) ready.
After Filing: UPS will typically review your claim within 8 to 10 business days. Requests are often confirmed or denied instantly if made online or via the automated phone system.
Refund Timeline: If your claim is approved, you can expect to receive your refund within approximately 3 to 5 business days, usually as a credit to your UPS account or original payment method.
Possible Denials: Refunds may be denied if the delay was caused by weather, customs issues, or if the service used is not covered by the UPS Service Guarantee.
Now that you know how to file a claim, let’s see what happens after you submit your request.
Claim Review and Resolution
What Happens After You File a Claim?
Once you’ve submitted your UPS refund claim—whether online or by phone—the next step is the claim review and resolution process. This is where UPS customer service evaluates your request to determine if your shipment qualifies for a refund under the UPS Service Guarantee. Typically, the claim review takes about 8 to 10 business days, but the timeline can vary depending on the complexity of your case and the current volume of claims being processed.
During the review, UPS will carefully verify your tracking information and shipment details to confirm that your package was delivered late or, in some cases, not delivered at all. They’ll also check if your shipment meets the requirements for the money back guarantee, ensuring that your refund request aligns with the terms of the UPS guaranteed service. If your claim is related to damaged or lost packages, UPS will investigate those circumstances as part of their claims process.
If your UPS refund claim is approved, you’ll receive a notification from UPS with instructions on how to get a refund. Refunds are typically issued as a credit to your UPS account or returned to the original payment method used for the shipping charges. For UPS account holders, this can mean a direct credit on your next shipping invoice, making it easy to track your savings.
Sometimes, UPS may need additional information to complete the claim review. This could include proof of payment, a copy of your shipping invoice, or other supporting documents. It’s important to respond quickly to any requests for further assistance to avoid delays in the refund process. Double check all your details before submitting your claim to help ensure a smooth review.
If your claim is denied, UPS will provide a reason—often related to exceptions in the service guarantee, such as weather delays, customs issues, or other circumstances outside their control. If you believe your claim was wrongly denied, you can appeal by contacting a customer service representative and providing any additional evidence that supports your case.
To keep tabs on your claim, use the UPS claims dashboard on the UPS website. This tool allows you to track the status of your claim online, see updates, and manage any requests for more information. For many businesses, especially those with high shipping volumes, managing claims can be time consuming. That’s why some choose to work with third-party services that specialize in automating the claims process and ensuring every eligible refund from UPS is captured.
Whether you’re filing a claim for a late delivery, a damaged or lost package, or a billing error, understanding the claim review and resolution process is key to getting your money back. By providing accurate information, responding promptly to requests, and using the available UPS tools, you can maximize your chances of a successful UPS refund and keep your shipping costs in check.
Ready to make the process even easier? Let’s see how P3 can help.
How P3's UPS Invoice Auditing Can Help
Even if you have a solid understanding of getting a refund from UPS for delayed deliveries, it can be a full-time job combing through your invoices every month. If you would rather spend your time doing something more valuable for your business, let the team of small parcel auditors at P3 do it for you.
We will run a 45-point audit on every shipment to make sure you get every refund that you’re owed by UPS, including for late deliveries and billing errors. Our proprietary software automates the refund process, so you can focus on what really matters in your business rather than fighting for money that is owed to you.
P3 clients save up to 20% on small parcel shipping services when utilizing our shipping invoice audits. Plus, there are no out-of-pocket costs for you. Simply share the refund credits that we get back for your company.
Don’t let the claims process slow you down—discover how P3 can streamline your UPS refund recovery.
Don't Let UPS Skip Your Refund
Each day an average of 3 to 5% of packages are delivered late. That means there is a great chance that UPS owes you some refunds through their Service Guarantee.
Your business is eligible for the UPS late delivery refund even if the delivery is only 60 seconds late; however, the most important thing is knowing when you’re eligible and filing a claim. You can file online or by phone, but you must do so within 15 days. To maximize your chances of getting a refund, avoid common mistakes when filing your claim and always review the fine print of the UPS Service Guarantee to understand all terms and conditions.
Make sure to fight for what’s rightfully yours, whether you file your claim yourself or let P3 do the heavy lifting for you.
