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

By Last updated on: May 17, 2021

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.

As a rule, you need the UPS tracking number to file a claim. To begin with, you can submit a 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
    • The automation will either confirm or deny the refund instantly
    • Many times, the automation will give a reason if the refund is not issued (i.e., weather delay)
  • Or log into the UPS Billing Center and select Request a Refund.
    • This will produce an instant confirmation or denial online
    • If your account number is not registered with UPS online billing, it will not allow a refund submission

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. Therefore, you will either need to convert your account to online billing or call the 800 number above.

I submitted a refund request. What’s next?

UPS will credit or refund the transportation charges for each shipment to the payer only if UPS approves your refund request. The credit will appear on the next UPS invoices in a special section for guaranteed service refund credits. Transportation charges do not include other fees or expenses that UPS may assess. This includes fuel surcharges and other accessorial fees. The GSR will be in the Guaranteed Services Refund-Call In section, as shown here.

The rules for the UPS service guarantee are in section 53 of the UPS service guide. Subsequently, the exclusions of the guarantee are in section 53.2. Find the most current UPS Rate and Service Guide here.

What does a UPS GSR look like?

UPS Billing How to Get a Refund Credit - Invoice Detail GSR

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. Plus, it could cause drag on overall efficiency. Let Refund Retriever audit shipments for your company.

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. Do not let the cost of transportation impact your business.

Brian Gibbs

Author Brian Gibbs

More posts by Brian Gibbs

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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