Parcel Recoup terms of service
Version 1 · Last updated: 2026-11-08
These terms apply when you order Parcel Recoup from Rotomal. They sit alongside our general terms, privacy policy and refund policy; where they differ, these product terms apply to Parcel Recoup.
Who provides the service
Parcel Recoup is provided by Rotomal, Israel ("we"). Contact: hello@rotomal.com.
The service
A monthly subscription that audits your UPS and FedEx invoices each week against tracking and order data, and disputes what qualifies (late air deliveries where the guarantee is in force, duplicate charges, wrong surcharges, lost and damaged packages), either through a separate user you create for us or as a ready-to-submit file for you.
What is included
- On every plan, a scan of your last 4 to 8 weeks of invoices within 2 business days
- Pay on credit: UPS and FedEx with no shipment limit, weekly invoice audit, late air refunds where the guarantee applies, billing disputes and lost and damaged claims filed, monthly summary; you pay 20% of credits and claim payouts after they appear on your carrier statement
- Flat: up to 2,000 shipments a month with no commission, weekly findings report with evidence, packaging and dimensional-weight notes, email reply within 1 business day
- Volume: up to 10,000 shipments a month, up to 5 UPS or FedEx account numbers, findings split per client, quarterly surcharge review against your agreement, quarterly call
- A guarantee eligibility check per service and ship date before any late-delivery claim
Plans and prices
| Plan | Price | Covers |
|---|---|---|
| Pay on credit | 20% of credits · no monthly fee | No fixed cost; you pay only when money comes back |
| Flat | $49 per month | Up to 2,000 shipments a month, no commission |
| Volume | $149 per month | Up to 10,000 shipments a month or several accounts |
Billed monthly, cancel any time; every plan starts with a scan of your recent invoices. On Pay on credit you pay 20% of credits after they appear on your carrier statement. For comparison, LateShipment.com lists parcel audit at 35% of refunds (25% with its ONE+ bundle) and Refund Retriever lists 50% for shippers spending up to $250,000 a year (checked 7 November 2026). Founding customer pricing stays fixed while you remain subscribed. We onboard new accounts within 2 business days.
Prices are founding-customer prices for early-access orders. Taxes are added where the law requires.
Limits and extra use
Pay on credit has no shipment limit and costs 20% of credits and payouts. Flat covers up to 2,000 shipments a month; Volume up to 10,000 shipments a month or up to 5 account numbers. If you go over your monthly allowance nothing is blocked: we tell you by email, and from the next month you move to the plan that fits. Unused allowance does not roll over. The first scan is one per account.
How an order starts
Submitting a request does not create a contract or a charge. A contract starts only when we confirm your order by email and payment has been agreed. We start within 2 business days of that confirmation.
Billing, cancellation and refunds
Plans are billed monthly in advance. You can cancel at any time by email; the service continues to the end of the period you paid for and is not renewed. Your founding price stays as shown for at least 12 months from your start date.
Refunds and cancellations also follow our refund policy. rotomal.com/refund-policy/
What is not included
- We do not file late-delivery claims where the carrier's guarantee is suspended, including Ground
- We do not promise any credit or payout; the carrier makes the final decision
- Credits land on your carrier statement, never with us
- Labels bought at a platform's rates are billed by that platform; we prepare those cases for you to submit there
- We never ask for your own carrier login, and we are not affiliated with UPS or FedEx
Your responsibilities
- Check our findings and any ready-to-submit file before it is filed or relied on
- Give us complete and accurate invoice files, shipment exports and packed weights and box sizes
- Have the right to share your invoices, order data and customer details with us
- Where you create a separate carrier user for us, give it only the access needed and remove it when you no longer want us to file
- Send invoice files in time for the carriers' short dispute windows
- On Pay on credit, keep us informed of credits so we can invoice the 20%
- You use the service only for lawful purposes and keep your account details safe.
Regulatory status
This service relates to carrier billing disputes and claims. We are not a law firm and not affiliated with UPS or FedEx. Disputes and claims are made under your carrier account and agreement: where we submit them through a user you created, we do so on your behalf as account holder, and where we prepare a file, you submit it. You stay responsible toward the carrier for the accuracy of what is submitted. The carrier's decision on every dispute, credit and claim is final as far as we are concerned and outside our control.
Outside services
- UPS Billing Center and FedEx Billing Online: if invoice downloads change or are late, the weekly audit may be delayed or incomplete
- UPS and FedEx tracking and online claims tools: if they are unavailable or change, disputes and claims may be delayed or need to be filed manually
- Carrier guarantee rules: if a carrier suspends or changes its money-back guarantee, late-delivery claims stop for the affected services
- Shopify, WooCommerce, ShipStation and Shippo exports: if an export fails, order matching may be incomplete until it is fixed
The service relies on systems run by others. We are not responsible for their availability, changes or decisions; when one of them changes, we adapt the service as soon as we reasonably can.
Your data
Data and files you send stay yours. We process them only to provide Parcel Recoup, as described in our privacy policy, keep them no longer than the service needs, and delete them on request when the service ends.
Early access and errors
Parcel Recoup is an early-access service, provided as is and as available. We work carefully, but output can contain errors. If you show us an error in our output, we correct it and redo the affected work at no charge; this is your main remedy for errors.
No professional advice
Parcel Recoup is a software and data service. It is not legal, tax, customs, accounting, insurance or other professional advice. Confirm decisions that depend on such advice with a qualified professional.
Liability
- Our total liability for all claims about Parcel Recoup is limited to the fees you paid us for Parcel Recoup in the 12 months before the claim.
- We are not liable for indirect or consequential loss, lost profit or revenue, or for fines, penalties, duties, taxes, surcharges, interest or chargebacks imposed on you by an authority, carrier, marketplace, bank or other third party, even where our output was used.
- Nothing in these terms limits liability that the law does not allow to be limited, including for fraud, intent or gross negligence, death or personal injury, or the mandatory rights of consumers.
Suspension and ending the service
We may suspend the service if it is used unlawfully or against these terms. We may also stop offering Parcel Recoup; if we do, we give paying customers at least 30 days' notice by email and refund any prepaid period not used.
Changes to these terms
We may update these terms. For existing customers, changes take effect 30 days after we email them and never change a price we have already confirmed to you. The date at the top shows the current version.
Law and disputes
These terms are governed by the laws of the State of Israel, and disputes go to the competent courts in Israel. If you are a consumer, you keep the protection of the mandatory laws of the country where you live and may also bring a claim there.
Contact
Questions about these terms: hello@rotomal.com.