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Postal Explorer > International Mail Manual - Issue 32 > 9 Inquiries, Indemnities, and Refunds > 940 Postage Refunds
941 Postage Refunds for Letter-post and Parcel Post
A refund may be made when postage, special service fees, or other charges
have been paid on letter-post and parcel post items:
a. For which full service was not rendered.
b. Which were paid in excess of the proper rate.
Senders requesting postage refunds should submit to the postmaster at the
office at which the items were mailed:
a. An application on PS Form 3533, Application and Voucher for Refund
of Postage and Fees, in duplicate.
b. When available, the envelope or wrapper, or the portion thereof having
names and addresses of sender and addressee, canceled postage,
and postal markings.
c. Any other evidence of payment of the amount of postage, fees, or
charges for which refund is desired.
941.31 Items Originating in United States
When the refund request relates to mail originating in the United States and
there is no reason to believe that the other country is at fault, process the
application as prescribed in DMM 604.
941.32 Items Originating in a Country Other Than the United States
When there is reason to believe that the other country is at fault, or when the
request relates to mail originating in another country, forward the application
with the wrapper and all supporting papers to the International Inquiry Center,
US Postal Service, PO Box 39955, Denver, CO 80239-0955.
942 Postage Refunds for Global Express Mail Items
File requests for refunds as follows:
a. U.S. senders of EMS items must complete the inquiry process (see
922) before filing for a postage refund. An inquiry must be initiated
within 90 days of the date of mailing by calling the International Inquiry
Center at 800-222-1811.
b. U.S. senders of EMS items with guarantee service that did not meet the
guaranteed delivery date must initiate a request for postage refund no
later than 30 days from the date of mailing by calling the International
Inquiry Center at 800-222-1811.
942.2 Conditions
942.21 EMS Refunds
The Postal Service will refund postage of EMS items only when:
a. The inquiry process has confirmed that total loss, damage, or rifling of
an EMS item has occurred.
b. The customer has initiated an inquiry within the requisite 90-day filing
period.
c. The Expedited Service specialist has received verification from the
Product Tracking System (PTS) or the International Inquiry Center that
loss, rifling, or damage has occurred.
d. The customer has received PS Form 3533, Application and Voucher for
Refund of Postage and Fees.
942.22 EMS with Guarantee Refunds
The Postal Service will refund postage of EMS with guarantee service items
only when:
a. The customer has initiated a request for postage refund within the
requisite 30-day filing period.
b. The International Inquiry Center received confirmation from the foreign
postal administration that the item did not meet the specified delivery
standard.
c. The customer has received PS Form 3533-GE, Application and
Voucher for Refund of Postage and Fees - EMS with Guarantee
Service.
942.3 Applications by Senders
942.31 EMS
For EMS refunds, mailers requesting postage refunds must submit the
following items to the postmaster at the office at which the item was mailed:
a. An application on PS Form 3533 in duplicate.
b. The mailer's receipt (original copy of the mailing label) showing
evidence of the amount of postage for which refund is desired.
942.32 EMS With Guarantee
For EMS with Guarantee service refunds, mailers requesting postage refunds
must submit the following items to the address noted below:
a. An application on PS Form 3533-GE.
b. The mailer's receipt or the original copy of the mailing label showing the
guaranteed delivery date and the amount of postage paid.
Mailers must submit these items to the following address:
SCANNING AND IMAGING CENTER
US POSTAL SERVICE
PO BOX 9006
SIOUX FALLS SD 57117-9006
EMS postage refund requests are processed under DMM 604. The mailer
must complete Part I of PS Form 3533 in duplicate and submit it, along with
the original customer copy of the mailing label (PS Label 11-B, Express Mail
Mailing Label - Post Office to Addressee), to any Post Office facility. Refund
requests for EMS with Guarantee service are processed when a customer
submits PS Form 3533-GE with appropriate documentation (see 942.2) to:
SCANNING AND IMAGING CENTER
US POSTAL SERVICE
PO BOX 9006
SIOUX FALLS SD 57117-9006
942.51 Postage Refunds - EMS
Refunds for EMS will not be made for the following:
a. Delayed Global Express Mail (EMS) items.
b. When the item contained prohibited matter.
c. When the item has been seized or confiscated by customs or any other
government agency of the destination country.
942.52 Unallowable Refunds - EMS With Guarantee Service
Refunds will not be made for the following:
a. Delivery was attempted but could not be made.
b. The delivery address or postal code was incomplete or inaccurate.
c. The item was detained or delayed by customs or any other government
or law enforcement agency of the destination country.
d. The item had to be forwarded to another address.
e. Delay resulted from any defect or characteristic due to the nature of the
shipment, even if known to USPS at acceptance.
f. The item was delayed by any circumstance beyond the control of USPS
and the foreign postal administration, acts of God, force majeure,
terrorist activities, strikes, labor actions, war, insurrection, or civil
disobedience.
g. The item was held by customs at origin or destination for more than
24 hours. If the item was held by customs for less than 24 hours, the
guarantee may be adjusted to account for the delay by customs.
h. The item was not deposited at a designated USPS Express Mail facility.
942.53 Consequential Damages
USPS is not liable for consequential or special damages or other indirect
loss. Consequential damage or loss includes but is not limited to loss of
income, profit, interest, markets, and use of contents.
943 Processing Refund Applications
943.1 Items Originating in the United States
Requests for refunds for mail originating in the United States are handled as
follows:
a. If there is no reason to believe that the other country is at fault, process
the application under DMM 604.
b. If there is reason to believe a registered, recorded delivery, insured, or
ordinary parcel post item originating in the United States was returned
in error, or the parcel was returned with no annotation showing reason
for return, call the International Inquiry Center at 800-222-1811 to
initiate an inquiry.
c. Customers whose EMS with Guarantee service did not meet the
guaranteed delivery date must call 800-222-1811 within 30 days of the
date of mailing to request a postage refund form (PS Form 3533-GE).
When there is reason to believe the other country is at fault, or when the
request relates to mail originating in another country, call the International
Inquiry Center at 800-222-1811 to initiate an inquiry.
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