How to handle web adjustment emails

Disputes submitted by the Share A Refund claim submission service are limited to shipments where a mistake was made and a refund credit is probable.

Some of the disputes submitted are reviewed manually by billing support teams manually. When this happens, a courtesy email is sent to the email address listed on the billing notifications within your shipping account.

This email contains the result of the investigation. An example of such an email is listed below:

Thank you for your billing inquiry. I have researched the issue.

UPS defines a residence as a location that is a home, including a business operating out of a home. Our address listings confirm that the tracking number 1Z7631163663020628 in question was indeed delivered to a residence. we are unable to credit your account as requested as charges stands valid.

Please update your address book for future shipments.

All pickups or deliveries to apartments, condos, mobile homes, and college dormitories are considered residential--even if the package is indirectly delivered to a rental office or doorman.

In case of any further queries regarding Residential Service Adjustment, please contact your account executive and they should be able to assist you.

I hope this information is helpful,

Example email. This notification was sent to the billing email address on file, notifying the customer that the request for a billing adjustment related to an invalid residential surcharge was denied.

What to do with these emails

You can safely ignore such emails. The result of the investigation is captured by the Share A Refund system.

How to remove clutter in your inbox

In the case that these emails are cluttering up your inbox, there are steps that can be taken to eliminate the extra chatter.

Filter emails using an email filter

Gmail, outlook, mail.app or otherwise all have email filtering capabilities. Adding a filter to move emails containing the subject line Web Adjustment into a folder is a common practice.

Update the email address on file

Operations managers sometimes update the email address on file to an administrator within the organization. Doing so can be managed within the account preferences page within the carrier account.

Remove billing notifications within online billing

Some carriers have the option to unsubscribe from emails related to web adjustments, as well as related refunds and credits. Updating these communication preferences can be done from inside your notification preferences inside your carrier account. Phone support for each respective carrier is available.