Pitney Bowes Holiday Guarantee Program

What is Holiday Guarantee?

PB Holiday Guarantee provides a money-back delivery guarantee for USPS Priority Mail shipments. Between Sept 1, 2018 and the end of the year, shippers can get their money back for eligible PM packages that take more than 3 days to deliver.

What shipments qualify?

Most Priority Mail shipments are eligible. For the full eligibility rules, please see the Pitney Bowes Complete Delivery section of the Shipping APIs Terms of Use.

How are delivery times calculated?

Delivery times are calculated based on when the package is inducted into the USPS mail stream, the class of service selected, and the time in transit between origin and destination.

Are there any exceptions to the guarantee?

Some exceptions do apply. Delays related to circumstances outside our control, such as inclement weather, origins or destinations outside the contiguous United States, and shipments that do not comply with service restrictions and conditions are not eligible. Details are available in the Shipping APIs Terms of Use.

How do I file a claim?

Should you need to file a claim:

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.

You can also view a claim’s status through the Transaction Reports API. In the response object, a Holiday Guarantee claim has the refundRequestor field set to PB Claims. The refundStatus field gives the claim status. A claim can have two records in the response, one for the initial refund request and one for the resolution. If there are two records, always use the record with the more recent timestamp.

In Transaction Reports, a Holiday Guarantee claim appears with the following values.

Field Value
transactionType POSTAGE REFUND
refundRequestor. PB Claims
refundStatus

Possible values:

  • REQUESTED: The claim has been initiated.
  • ACCEPTED: The claim has been approved.
  • DENIED: The claim has been denied. The refundDenialReason field gives the reason.
externalId The claim number.

You can also send questions on a claim to PBDClaims@pb.com.

Additional Information

For additional information on PB Holiday Guarantee, contact Pitney Bowes Support at ShippingAPISupport@pb.com.