Frequently Asked Questions

Refunds

The online services offered by carriers provide little help in identifying and claiming late shipment refunds. If you have ever tried to claim a refund you will appreciate how difficult and time-consuming it is to do this.

Even for a small business it takes many hours to submit refund claims and it is very easy to overlook valid claims due to the difficulty in gathering and processing the information. And if you miss the claim submission deadline you can't claim the refunds either.

RefundPros uses sophisticated software tools to audit your records and find the shipments that eligible for refund. Our trained staff and sophisticated procedures then ensure that your claims are submitted on-time and the refunds are paid by your carrier.

Yes. Our system is designed to handle very large shipment volumes.

We use sophisticated, secure cloud-based software and databases that scale to meet the needs of any business. Your refund data is backed-up regularly and our software is deployed on Microsoft cloud servers that guarantee virtually 100% 'up-time'.

No. You are entitled to claim refunds from your carrier.

Carriers offer a late shipment delivery guarantee as part of their service and expect you to identify any shipments that are eligible for a refund. The RefundPros service automates the claiming process for you and makes it possible to claim the refunds that you are due.

In fact, what we often see is that carriers directly respond to large refund claims and improve your service. It's a great way to hold your carrier accountable and maintain the levels of service you sought in the first place.

The short answer is no.

Many high-volume shippers use carrier services without a waiver and enjoy late shipment refunds of up to 20%. Even businesses with an existing waiver can negotiate a late shipment refund arrangement with their carriers (e.g. refunds paid when shipments are 2, 3 or more days late).

Keep in mind that most carriers offer late shipment refunds. In some cases, switching your carrier can improve your carrier performance and provide you with late shipment refunds.

Don’t let your carrier representative convince you that a refund waiver is ‘normal procedure’ and be careful that a waiver is not introduced without you noticing when you renew your annual contract. Contact us if you would like advice or assistance with your contract renegotiation.

No. Deliveries that are late due to exceptional circumstances like the wrong address or extreme weather conditions will not be eligible for a refund. Only services that offer an 'On-time Delivery Guarantee' are eligible for a refund if they are delivered late (e.g. Canada Post Priority, Xpresspost and Expedited Parcel). RefundPros submits claims for all late shipments that are eligible and ensures that they are processed in a timely manner.

This differs between carriers and the type of shipment account. Carriers usually credit refunds to your account the next day but it can take longer. If your refund is sent to you by post it can take up to 2 or 3 weeks.

Carriers will only refund the original shipper. Some businesses use their refunds to compensate customers for late shipments, others use the reduction in shipping costs to give preferential shipping rates to some or all of their customers.

Yes, we do!

It does not require a separate registration, it is included with your RefundPros account when you sign up with your carrier(s).

You decide when and what claims you would like us to handle. After submitting a claim through our pre-filled form on your RefundPros account, our claim specialists take over the claim submission to the carrier and follow up with the carrier(s) until there is a resolution. You can submit claims for Canada Post, FedEx, Purolator and UPS all in one place.

Regular commission rates are only applied to confirmed, refunded claims. If the package ends up being found and delivered to your customer, there is no commission charge!

The amount you save depends upon many factors including the type of service, the time of year, the type, value and volume of your shipments. Our results show that on average you can expect to see at least 12% of your shipment costs refunded.

Customers often won't complain when shipments are a little late (1-2 days) so this is not a good indication of your eligibility for refunds. And of course your carrier won't tell you either. RefundPros audits your carrier data regularly and claims every refund you are entitled to.

With RefundPros you can be sure that you won't miss a refund.

Administration

No. 100% of the money refunded is paid directly to you by the carrier, usually as a credit to your account.

RefundPros does not impose contractual obligations or a minimum term for the refunds service. We simply ask that you agree to the Terms of Use published on this site before you sign-up. You can cancel your RefundPros account at any time by sending an email to hello@refundpros.ca.

Yes. RefundPros employs industry standard security techniques that include 128 and 256-bit SSL encryption and OAuth2.0 authentication for all of its web services and applications. All sensitive information is encrypted and stored securely.

Your carrier usernames and passwords are encrypted the moment you submit them to our system. They are only decrypted when they are used so they remain completely secure at all times. Our internal systems and procedures ensure that your information can only be accessed via authenticated processes and cannot be used for any purpose other than processing refunds.

RefundPros will not sell, trade, distribute or otherwise divulge your information or data to outside parties unless legally required to do so. Your information and shipping data will only be stored and used for the purpose of providing the RefundPros service.

No, normally nothing else.

RefundPros will audit your carrier accounts and claim all refunds you are eligible for. You don't have to lift a finger and there are no changes to the way you place shipments or work with your carriers. Your carriers will credit the refunds to you directly and every 2 weeks the commission due will be taken from the credit card you have registered. That's it!

Yes, the RefundPros system provides an extensive reporting suite that makes it easy to look at your shipment and refund information in graphical and tabular form. We provide a full picture of your shipment data so that you can monitor the status of your shipment refunds and related information, such as undelivered shipments.

Other Questions

Yes, RefundPros is owned by SMC Software Inc. which is a registered Canadian company based in B.C. We are proud to serve businesses across all of North America.

Yes, we do. Please view our Affiliate Program page to learn more.

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