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940 Postage Refunds

941 Postage Refunds for Letter-post and Parcel Post

941.1 General

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.

941.2 Applications by Senders

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.

941.3 Processing Refund Applications

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.

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942 Postage Refunds for Global Express Mail Items

942.1 Who May File

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.

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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

942.4 Processing of Refund

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

942.5 Unallowable Refunds - EMS With No Service Guarantee

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.

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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).

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943.2 Items Originating in a Country Other Than the United States

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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