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How do I request a UPS Guaranteed Service Refund (GSR)?

By Last updated on: December 19, 2018

What happens if UPS does not deliver on time?

All UPS ground and express packages are guaranteed to arrive on time, or it’s free. Once you identify that a package was delivered late, requesting a UPS Guaranteed Service Refund is the next step to get your money back. The request must be within 15 days of the originally scheduled delivery date.

All you need to file your claim is your UPS tracking number. You can submit your UPS GSR request in two ways:

  • Call 1-800-PICK-UPS (1-800-742-5877) and say “Refund.”
  • Follow the prompts of the automated system and repeat the tracking number
  • Or log into the UPS Billing Center and select Request a Refund.

The UPS Billing Center is accessible only for those customers with payment accounts. If you receive your UPS invoices in the US mail, you do not have access to the UPS billing center and will either need to convert your account to online billing or call the 800 number above.

I submitted a refund request, what’s next?

If UPS approves your refund request, UPS will credit or refund the transportation charges for each such shipment to the payer only. The credit will appear on the next UPS invoices in a special section just for guaranteed service refund credits. Transportation charges do not include other fees or expenses that may be assessed by UPS including, but not limited to, fuel surcharges.

The rules for the UPS service guarantee can be found in section 53 of the UPS service guide. The exclusions the guarantee are found in section 53.2(link to the pdf or the expandable part of the UPS guarantee page?)

Requesting a refund for your business is not difficult.

The problematic part is filtering out all the on-time deliveries or late exceptions. If your company is shipping more than 20 packages per day, keeping up with this will quickly overtake your life and be more of a drag on efficiency. Let Refund Retriever monitor all your shipments today, contact us and get the first month of refunds for free. You keep 100% of the refund credit for one month. Lower your business expenses instantly and painlessly with Refund Retriever’s full-service small parcel auditing.

Brian Gibbs

Author Brian Gibbs

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Brian Gibbs | President of Refund Retriever

Brian Gibbs founded Refund Retriever in 2006 while running his first eBay based business and seeing the shortcomings of other shipment auditing companies. Refund Retriever's primary focus is FedEx and UPS parcel invoice auditing. After graduating from Texas A&M University in 2001, he then graduated from the University of Houston in 2004 with a JD and MBA. Gibbs has been featured in Forbes, Entrepreneur and other publications discussing parcel auditing, shipping, e-commerce and more. Learn more at or call (800) 441-8085 for more information.

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