1. Guaranteed Service (GS) Void Reasons
Purolator’s Guaranteed Service refund can be voided under several conditions. The most common reasons include:
Shipment was delivered outside the guaranteed delivery window due to weather delays or uncontrollable events.
Shipment contained Dangerous Goods (DG) or Hazmat materials.
Shipment required special handling > due to packaging and/or weight.
If more than 70 lbs (approx. 32 kg), and if the dimensional weight exceeds the actual weight.
- Incorrect or incomplete documentation was provided (e.g., missing customs information).
- Shipment was redirected, returned, or had an address correction.
2. GS Refund Request Timeline
A Guaranteed Service refund request cannot be submitted more than 2 weeks after the invoice date.
Any requests beyond this time frame will be automatically rejected by Purolator.
3. Shipments Under $10
Do not flag for adjustments under $10. Instead, issue ShipCash by courtesy if appropriate.
4. How to Find Shipment Details in a Purolator Invoice.
Example: Ship ID: 8635675 -Tracking Number: 520107778406
Steps:
Go to Carrier Bill Finder, date = any
Enter the tracking number in the search bar >Find.
Click on the magnifying glass icon under the Action column.
Download the CSV file (invoice detail report).
Open the downloaded .csv file.
Use the Find (Ctrl + F) function to locate the tracking number.
Once found:
Highlight the corresponding row(s).
Go to Column BN → Actual_WGT >All the associated numbers of that shipment will be generated, highlight the lines to make it easy to find.
Scroll to Columns GG to GR to view the details.
Actual Weight & Dimensions recorded by Purolator. (actual weight is the larger of the scale weight or dimensional weight)
Declared Weight & Dimensions entered by the customer.
