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UPS and FedEx offer a money-back guarantee for most express shipments within the continental US. If your packages are delivered late, you are entitled to a full refund. However, FedEx and UPS will NOT notify you about late deliveries or voluntarily give the money back. You must request a refund. This article will show you how to identify shipments that were delivered late and how to file a claim for a refund with these carriers. 

COVID-19 Update: Due to the pandemic, UPS and FedEx have temporarily suspended their guarantee program for many services until further notice. Please check the respective carrier websites for the current list of eligible Service Guarantees.

 

Step-by-Step Guide

1. Navigate to Reports > Shipment Insights, or click one of the number hyperlinks from the Shipment Insights section of your Cahoot Dashboard.

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2. Select the Metric Name drop down and filter by Carrier Missed SLA.

 

3. Remove USPS from the list by adding the Label Carrier column and filter out USPS.

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4. Copy the tracking numbers from the grid and paste them directly into the UPS Claims form or FedEx Claims form.

Note: Set your browser window to 100% "Zoom", which will enable the resizing of column widths.

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IMPORTANT: Claims must be made within 15 days of the scheduled delivery date to be eligible for refund. And please be aware that most claims are denied despite being created within the eligibility window for many different reasons such as “biz was closed”, or “UPS didn’t process til 1AM”. None of which is any fault of the shipper.

It is Seller's responsibility to monitor carrier SLAs and submit claims when SLAs are missed. Cahoot does not submit or monitor such claims. However, when refunds are approved by carriers for shipments created on Cahoot accounts, adjustments are automatically credited to weekly postage invoices.

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