How do I request a UPS Guaranteed Service Refund (GSR)?
Once you’ve identified that a package was delivered late, requesting a Guaranteed Service Refund is relatively easy. The request must be made by the shipper (not the receiver of the package) within 15 days of your 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”
- Navigate to www.ups.com, then go to the UPS Billing Center (you’ll need a My UPS user ID to do this). You’ll find a link to “Request a Refund” under the “Billing Center Quick Links” on the lower right side of the page.
Common Issues with Guaranteed Service Refund Requests
Getting to the refund page is the easy part. There are many reasons why your shipment might not be eligible for a refund. Some common reasons include:
- The type service you used was not guaranteed (like 2nd Day Air Residential shipments, for example)
- The shipping contract you signed prevented you from claiming refunds (be careful – read your contract!)
- You dropped your package off at a UPS store (you have to claim those refunds through the UPS store directly)
- Packages subject to a Large Package Surcharge or Additional Handling Fee
- Delays outside of the control of UPS (there’s a long list of things here)
- Shipments made around the holidays (yep, those holiday packages aren’t actually guaranteed)
Beyond the reasons above, you still might find that your refund can’t be issued online due to UPS refund web service interruptions (a common problem).
The Bottom Line
If you are just trying to get refunds for a couple shipments or if you ship less than 100 shipments a month, manually reviewing your shipments and submitting your refund requests yourself is not a bad way to go. If you ship in heavier volume, keeping up with this process will quickly become tedious, and refunds will slip through the cracks.