Refunds FAQs

See also:

How do I request refund of a USPS pre-paid label?

You must submit a label for refund within 30 days of printing the label. There are three ways to submit a label for refund:

  • Using the PB Shipping APIs:

    Cancel the shipment label using the Void a Shipment API.

  • Through Developer Hub:

    1. Log into Developer Hub.
    2. Click the Ship menu and select Transaction History.
    3. Locate the label using either the Tracking Number or Transaction Id.
    4. Select the transaction and click Request Refund. Note that you can select up to five transactions at a time.
  • Through the Merchant Portal:

    1. Login to the production Merchant Portal.
    2. Click your email address in the top right and select Your Transactions.
    3. Locate the label using either the Tracking Number or Transaction Id.
    4. Select the transaction and click Request Refund. Note that you can select up to five transactions at a time.

Note: You cannot request refunds for scan-based return (SBR) labels. SBR labels do not incur postage charges at the time of print.

How are USPS refunds processed?

When a merchant cancels or voids a shipment with USPS, the transaction’s refundStatus is set to REQUESTED in transaction reports.

Once the request is made, USPS takes several steps in its process to cancel/void the transaction, including waiting up to 14 days to make sure the parcel was not submitted to USPS for delivery. Once Pitney Bowes receives notification from USPS, the refundStatus field records the refund as either ACCEPTED or DENIED. If the latter, a reason is recorded in the refundDenialReason field.

If the status is ACCEPTED, the money is credited back to your PB Postage Account. If the status is DENIED, the money is not credited back.

If there is an ACCEPTED or DENIED record in transaction reports, it supersedes the REQUESTED record. The ACCEPTED or DENIED record generally appears several days to two weeks after the REQUESTED record. You can use date and time to compare records.

To retrieve transaction reports, see Transaction Reports.

How do Pitney Bowes Auto Refunds work?

The subscription PB Auto Refund service automatically requests refunds for your unused shipment labels. Only pre-paid shipment labels are eligible for auto refunds.

If you subscribe to this service:

  • The PB Auto Refund Processor (ARP) runs daily and finds un-used labels that were printed 28 days back. It then submits refund request to USPS on your behalf.
  • It can take up to 14 days for USPS to process and refund the value of the shipment label after submission.
  • Approved postage refunds are credited to the payment account used when printing the shipment label.
  • You can view the auto-refunded transactions through the Transaction Reports API. For transactions that are auto refunds, the transaction object displays the refundRequestor field with a value of Auto Refund Processor.

The following labels are not eligible for refunds: Scan-Based Return labels and First-Class Mail letters and flats.

To enable the the Auto Refund service, contact PB Support at ShippingAPISupport@pb.com.

See also: How do I filter for Auto Refund transactions?

How do I view refunded transactions?

To view refund requests and their resolutions, issue the Transaction Reports API call with the transactionType query parameter set to POSTAGE REFUND.

If a refund request has been resolved, the API returns two records: one for the initial request and one for the resolution. To view the current status of a refund request, find the more recent record and see the refundStatus field. A resolved request will have a value of ACCEPTED or DENIED.

The following example shows a refund with two records: one for the initial request and one for the resolution.

{
    "transactionId": "44397664_a7-4bc2-a17a-02a37ad84a5d",
    "transactionDateTime": "2018-08-02T00:00:00.000+0000",
    "transactionType": "POSTAGE REFUND",
    ...,
    "refundStatus": "REQUESTED",
    "refundDenialReason": null,
    "printStatus": null,
    "shipmentId": "USPS2200487400865080",
    "refundRequestor": "Shipper Requested",
    "externalId": null,
    "adjustmentReason": null
},
{
    "transactionId": "44397664_a7-4bc2-a17a-02a37ad84a5d",
    "transactionDateTime": "2018-08-14T11:19:20.864+0000",
    "transactionType": "POSTAGE REFUND",
    ...,
    "refundStatus": "ACCEPTED",
    "refundDenialReason": null,
    "printStatus": null,
    "shipmentId": "USPS2200487400865080",
    "refundRequestor": "Shipper Requested",
    "externalId": null,
    "adjustmentReason": null
}

See also: How do I filter for Auto Refund transactions?

Can I request refunds for non-trackable shipments (First-Class letters with IMb)?

No, currently this is not supported. This feature will be available in a future release.