I've attended this class in-person and the video version of Michael Dearing's class on pricing is great. You can see it here: http://vimeopro.com/harrisonmetalshorts/pricing

If you haven't already done so, I'd carefully study the effectiveness and uptake of "premium" services already offered by conventional shipping and package delivery companies. That might help understand how and when consumers are willing to pay premiums on top of an expected level of service.

How many shipping companies have you spoken to to confirm that they feel the pain around the "wasted time and money" associated with customer care? Have you asked them or worked with them to actually try and quantify the cost associated per customer? That would give you great insight onto how to potentially price the service.

I'd be happy to talk to you about this in more detail via a call.