Shipping charges and refunds for late deliveries

Who sees shipping costs, where to compare what carriers billed with what you were quoted, and how to claim refunds when a guaranteed package arrives late.

Who sees costs

Seeing costs is part of a role. People whose role does not include it still see services, arrival dates and claims, without amounts.

• On Export CSV from History, the shipment charge column is left out of the file entirely for people who cannot see costs.
• Declared value is always shown. It is your statement about the contents, not a price.

Quoted against billed

The Invoice Reconciliation panel on the Dashboard compares what your carriers billed with what you were quoted, for the people whose job that is. A bill can be higher than the quote when a home address was not marked Residential, or when the real weight or size differed from what was typed.

Refunds for late guaranteed deliveries

Some services are guaranteed. When a guaranteed package arrives late, the carrier may refund the charge if you ask before its deadline. Shipping Center finds these shipments and tracks each claim. Filing the claim on the carrier's own site is still your step: carriers accept these requests only there.

Refunds appears only where your organization uses Refund Recovery and your role includes refunds. Open the Operations menu and choose Refunds. The tiles show Money on the table, Deadline soon, Waiting on the carrier, Recovered and Lapsed. The filing window is 15 days after the promised delivery unless your administrator set another number.

File a claim

1. Choose the claim, or Open the claim from its Actions menu.
2. The File this in the carrier's billing centre card lists Tracking number, Account number, Promised delivery and Actual delivery, each with a Copy button.
3. Sign in to the carrier's billing site in another tab, open its refund request, and paste each value in.
4. Submit the request on the carrier's site.
5. Back in Shipping Center, choose Mark as filed.

To mark several claims at once, tick them and choose Mark selected as filed. If the carrier says no, open the claim, write what it said under Record a denial, and choose Record the denial.

Match credits on the carrier's invoice

1. Download the invoice from the carrier's billing site as a CSV file.
2. On the Refunds page, find Check credits against a carrier invoice.
3. Choose the file under Invoice file, then Match credits.

Each credit is matched to a filed claim by tracking number and the claim becomes Credited. Savings report totals what was recovered, what is waiting, what is still claimable and what lapsed. It is shown only to roles that see costs.

Scan for missed guarantees looks again for late guaranteed deliveries. A manager can choose Dismiss this claim on a claim that should not be filed.