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Questions and Answers

Q: How do the carriers make this process more challenging?

Many ways including time limits on obtaining refunds, placing all needed information in separate locations, adjusting estimated delivery dates in communications, and many other ways. For more details take look here.

Q: Do UPS and FedEx really guarantee thier deliveries?

Yes the do. Here is the information directly from the source.
FedEx Service Guarantee
UPS Service Guarantee

Q: What's it going to cost me?

We charge a percentage of the refunds recovered. Just a fraction of the money you're currently not recovering. We do not charge any setup or monthly fee. We get paid after the refund appears on your FedEx or UPS invoice! If there is no refund, you owe us nothing. Our fee is 50% of whatever refunds we obtain on your shipping accounts. Large volume shippers contact us for additional discounts.

Q: Is there any contract or obligation?

There is no contract and no obligation. If at any time you want us to stop tracking your shipments, just send us an email telling us to stop. This is a totally risk free offer.

Q: Will this upset the carriers?

No, except that they'd rather keep your money than return it to you! These are the guarantees they offer to everyone. They offer a delivery guarantee because they want your business...what they don't tell you is how confusing and time consuming it is to get your refund. They count on the fact that most people don't even ask for their refunds. Why not start today!

Q: Can I claim the service failure refunds myself?

Absolutely, you can -- but most companies never claim these guaranteed refunds because:

  1. They don't know the shipment is late unless the recipient calls to complain.
  2. They don't want the administrative hassle of claiming the refund.
  3. There isn't enough time in the day to track hundreds of shipments when the majority will be on time.

If you want to claim the refunds yourself:

  1. Review the carriers' service guarantees,
  2. Monitor all packages: obtain an Estimated Delivery Date/Time and Delivery Date/Time for each,
  3. Identify all service failures by comparing Estimated Delivery Date/Time against Delivery Date/time within the imposed time limits,
  4. For identified late shipments, check for exceptions that void the guarantee,
  5. Claim the refund with the carrier before the 15 day dispute window closes,
  6. Ensure the refund was applied to your account.

Q: Why use Refund Retriever instead of claiming the refunds myself?

  • We monitor all your shipments -- not just the expensive ones!
  • Carriers have reasons to void their service guarantee for late shipments, resulting in about a 50% of these late shipments do not qualify for any service guarantee refund
  • About 50% of late shipments do not qualify for a refund due to exceptions during transit that void the carrier's service guarantee
  • Our system has an extensive Knowledge Base of exceptions to qualify late shipments for dispute processing,
  • It's just easier

Q: How much savings can I expect?

On average, you can expect a 5 to 10% reduction of your bill. However, you will surprisingly see LARGER savings from time to time. The actual savings depend on your shipping pattern, service type, and time of the year.

Q: How do you know what I ship each week? Do I need to send you a weekly file?

No! Once you authorize us to track your shipments, the carriers will provide us the information we need each day at no charge to you. Signing up for this service may require a one-time step that takes only five minutes. Our friendly support staff can walk you through this simple one-time procedure.

We help you establish online billing accounts for each carrier and then fully audit your invoices. We go over your weekly invoices to ensure you only pay for what you ship.

Q: Do you take the refund and then forward the rest to our company?

Absolutely not! 100% of any refund is paid or credited directly to you from the carriers. We will provide a detailed invoice at the end of the month. You only pay us after you verify the refunds and only if you're 100% satisfied.

Q: How does Refund Retriever differ from other companies?

  • Refund Retriever charges a small percentage of the refund
  • At any time you can view all the activity we have taken on your behalf, see all the pending and confirmed refunds, late packages that were ineligible for refunds, and view all your invoices.
  • Refund Retriever sends a detailed monthly invoice that shows you all the packages we have processed
  • We show you exactly where to find each individual refund for your own verification of our work
  • You can pay with a check in the mail, online through our monthly detailed electronic invoice with PayPal, or place a credit card on file for automatic payments
  • Refund Retriever has no setup fee or monthly service fees