| Shipments ... |
 |
| Late |
|
On Time |
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| Disputable |
|
Not Disputable |
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| Disputed |
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Not Disputed |
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| Accepted |
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Denied |
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| ... Refunds! |
This graph shows what steps we go through to track shipments and get refunds for late arrivals. Some steps were left out; others were greatly simplified to give you this high-level view of what we do.
As this graph shows, our system breaks things down into the areas explained below. Obviously, green items lead to refunds for you!
Shipments: This is all shipments tracked by us, for a given account, customer, carrier, date range, etc.
One can put all shipments into one of two categories:
On Time: These shipments made it to their destination either early or on time. For express services (overnight, 2-day, same-day, etc), there's a specific time by which shipments must arrive. For ground services, there's a specific date by which shipments must arrive.
Late: These shipments didn't make it there on time. For express services, shipments must be 1 minute or more late to be considered "late"; for ground, shipments must be 1 day or more late to be lumped into this category (for FedEx and UPS anyway; DHL gives themself much more time in their guarantee).
All late shipments can then be put into one of two categories:
Not Disputable: These shipments were late, but their reason for being late is "excused" in the guarantee put out by the carrier. In plain terms, the carriers state in their guarantee that certain reasons for lateness won't be counted against them.
Disputable: These shipments were late, and their reason for being late is unexcused based on the guarantee put out by the carrier. In other words, the guarantee says if shipments are late for such reasons, then they owe you your money back.
All disputable late shipments can then be put into one of two categories:
Not Disputed: For various reasons, we at Refund Retriever did not dispute this particular package. Often we notice if you are already disputing some late packages, and we'll leave these alone.
Disputed: We disputed these shipments -- we applied for refunds on your behalf. We notified the carrier that these shipments were late and that you require a full refund for the shipping costs involved.
All disputed late shipments can then be put into one of two categories:
Dispute Denied: The carrier reviewed the circumstances for these packages, and decided not to give you a refund. Sometimes the carriers do this by default, other times it's based on the situation. Generally, after a first denial Refund Retriever will dispute the shipment again, especially when the reason for being late is obviously one covered by their guarantee.
Dispute Accepted: The carrier granted full refunds of the shipping cost for these packages. This final group is all of the shipments for which we got refunds for you.
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