On September 30, 2017, the Postal Service™ implemented an online application to allow retail and commercial customers to request refunds for domestic service performance failures for Priority Mail Express® and applicable Extra Services. The new tool does the following:
n Eliminates the requirement for customers to visit a Post Office™ to request refunds,
n Improves the customer experience, and
n Expedites processing time.
Customers can access the online refund tool at usps.com/help/refunds.htm for a single request or through the Business Customer Gateway (BCG) where commercial customers can submit a bulk file upload for up to 1,000 refund requests. The online refunds requests are available for the following services:
n Priority Mail Express (1- and 2-Day Delivery, 10:30 a.m. Delivery, Collect on Delivery, Sunday/Holiday Delivery, and Administrative Post Office/Foreign Post Office/Diplomatic Post Office Priority Mail Express Delivery);
n Certified Mail® (excluding Certified Mail Restricted Delivery);
n Return Receipt and Return Receipt Electronic;
n Signature Confirmation™ (excluding Adult Signature Services and Signature Confirmation Restricted Delivery); and
n USPS Tracking® (USPS Marketing Mail®, parcels only).
Effective May 4, 2018, commercial and online customers (i.e., PC Postage® vendors, meter vendors, and resellers) must file all refund requests for Priority Mail Express and applicable Extra Services through the online refund tool at usps.com/help/refunds.htm or through the BCG.
Exception: Customers must request refunds for Adult Signature Restricted Delivery services at their local Post Office as these services require proof of identity.
For more information about the online refund tool, visit usps.com/help/refunds.htm or send an email to ShippingServices@usps.gov.
— Revenue and Field Accounting,
Shipping Products and Services, 3-15-18
