Pitney Bowes Delivery Guarantee

Parent Topic: Value-Added Services FAQs

What is Pitney Bowes Delivery Guarantee?

Pitney Bowes Delivery Guarantee provides a three-day delivery guarantee or your money back on qualifying shipments. Qualifying shipments include expedited mail classes, including but not limited to USPS expedited classes (for example, Priority Mail, Priority Mail Express, and First Class Package), and expedited classes as defined by other domestic carriers subcontracted by Pitney Bowes for this product. Please see the Delivery Guarantee section of the Shipping APIs Terms of Use for the full eligibility rules. Qualifying shipments may change from time to time, and you will be notified of any such change.

How are delivery times calculated?

Delivery times are calculated based on when Pitney Bowes receives the physical scan of the parcel, the class of service selected, and the time in transit between origin and destination. For more information, see https://www.pitneybowes.com/us/ecommerce-delivery-services/deliveryguarantee.html.

How long do I have to submit a claim?

14 days from when a Delivery Guarantee parcel is scanned and a carrier has taken possession of the parcel.

How do I file a claim?

  1. Download and complete the PB Claims Form.

  2. Send the form to PBDClaims@pb.com within 14 days.

    You will receive an acknowledgement of the receipt of the claim within 24 hours.

Once the claim is investigated and a determination is made, Pitney Bowes provides a written notice of the outcome. Approved claims are refunded to your Pitney Bowes Postage Account within 60 days.

How can I know if a claim is approved?

Approved claims appear on your account as a credit to the original tracking number of the delayed shipment. Also, you can send any claim-related questions to PBDClaims@pb.com.

How do I know if I received my refund?

To view whether you have received a refund, invoke the Transaction Reports API and set the transactionType query parameter to POSTAGE REFUND. In the response, a transaction for a Delivery Guarantee refund will have the following fields set to the following values:

"refundStatus": "ACCEPTED",
"refundRequestor": "PB Claims"

Can I opt out of Delivery Guarantee program?

Yes. If you do not wish to participate, you can opt out by emailing PBDClaims@pb.com. Opting out will not affect your ability to ship or enjoy any of the other benefits of your Pitney Bowes Shipping APIs Account.

Additional Information

For additional information on Delivery Guarantee, see 3-Day Delivery Guarantee or contact Client Services Tech Support at ClientServicesTechSupport@pb.com.