UPS Claims

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July 11, 2023

Back in 1907, United Parcel Service (UPS) or American Messenger Company, as it was known previously, was only a six-bicycle messenger service. Today, the company handles over 20 million mail items to over 11 million customers daily.

While UPS has undoubtedly grown and strives to provide impeccable service every time, the sheer number of packages it ships can sometimes lead to delays, parcel damages, and loss. Fortunately, you can file a claim with UPS to receive compensation.

In this article, let’s discuss the UPS claims process, from filing a claim to receiving payment, and tips on preventing damage or loss.

You can contact your local post office for more information on UPS claims. Visit FindPostOffice.org and use the facility locator tool to find the nearest post office.

File a UPS Claim

If an unfortunate incident occurs, such as your UPS package getting damaged or lost in transit or you didn’t receive a collect-on-delivery (COD) payment, filing a claim is the first step towards resolution. 

Fortunately, UPS’ process is relatively straightforward. You can start by filing a claim online or calling its customer service hotline at 1-888-742-5877.

How Does the UPS Claims Process Work?

You can start a claim with UPS within 60 days of receiving the damaged mail item or after the lost package’s scheduled delivery date. Here’s how to do that:

How to File UPS Claims for Service Failures

If you experience service failure, such as UPS failing to deliver a package on time or losing your mail items in transit, here’s what you must do:

Step 1: Provide Package Details

The first and arguably most crucial step is to provide accurate and detailed information regarding the package in question. This step includes giving UPS the parcel’s tracking number, shipping label, package dimensions, weight, and the receiver’s contact information.

Step 2: Identify Your Role

When filing a claim, UPS requires you to identify whether you’re the shipper, receiver, or a third party. Examples of such roles include:

  • An e-commerce vendor fulfilling orders on behalf of a shipper
  • A customer paying for the shipment on behalf of the shipper or receiver
  • A logistics company managing the delivery of the package

That said, UPS has shipper restrictions that don’t allow some third-party companies, such as Amazon, Dell, Apple, Walmart, and Macy’s, to start the claim process.

Step 3: Enter Detailed Package Information

To expedite and streamline the claims process, you must provide a thorough description of the package’s contents, including the item’s value, quantity, and any relevant purchase orders or invoices.

Step 4: Submit Your Claim

Once you’ve given UPS all the necessary information and ensured the details are accurate, submit your claim. You’ll receive a notification afterward, including the progress of your claim, on your claims dashboard.

What Should I Do With a Damaged Package?

You can file a UPS claim if you, unfortunately, receive a damaged package. The steps to file a damaged package claim are relatively the same as a service failure claim.

Who Can File a Damaged Package Claim With UPS?

Anyone with a financial or legal interest in the shipment can file a claim for a damaged package. Examples include the shipper, the intended recipient, the shipper’s appointed representative, or a third party.

However, only one party can apply for a refund on the damaged goods. UPS won’t allow you to submit a claim if an investigation on the package is already open.

How Do I File a UPS Damaged Package Claim?

Filing a damage claim involves providing UPS with supporting documentation to process the compensation request. These supporting documents include invoices and receipts, purchase orders, estimates to repair the damaged goods, photos, and, sometimes, the original packaging.

How Do We Start the Package Claim?

To initiate the damaged package claim process with UPS, log in to its official website, go to your claims dashboard, and click the “Start a Claim” button. Here, you enter all the essential information about the package, like the tracking number, your role, and the problem.

We Are All Done!

Once you’ve completed filling out the claim form, UPS will begin the investigation process. You’ll receive updates on your claim status through the claims dashboard or via email communication.

How to Report a Missing UPS Package and File a Claim Online to Earn a Refund

With the high volume of packages the U.S. Postal Service (USPS) and other courier services like FedEx handle daily, some may mail items inevitably get lost. Fortunately, you can file a claim and earn a refund for missing UPS packages.

How to File a Missing Package Claim With UPS

Again, to file a claim, you must either visit the UPS claims page and head to your claims dashboard or call UPS’ customer service hotline at 1-888-742-5877 within 60 days after the scheduled delivery date.

Your next step is to give UPS the necessary information, including the package’s tracking number and your role, to process your refund request. Supporting documents like invoices also help expedite the investigation.

However, suppose UPS cannot verify or authenticate your missing package claim during its investigation. In that case, you may need to provide additional documentation, such as a police report.

How to Track Your UPS Missing Package Claim

Once you’ve filed a missing package claim with UPS, you can track its progress from the claims dashboard. Occasionally, UPS will also send you updates regarding your claim status. You can also monitor the claim’s progress by calling UPS’ customer service hotline.

Take Advantage of the Flexibility of the Claims Dashboard

The UPS claims dashboard is a convenient tool that allows you to manage your claims efficiently and monitor their progress throughout the process by letting you do the following:

Make Changes to Your Claim

During the claim process, you may encounter situations where UPS may ask you to provide additional information to help with its investigation. With the claims dashboard, you can view your claim status, make changes like uploading supporting documents, and update your claim.

Submit a New Claim

If you need to file a new claim for a separate incident, choose the “Start a Claim” option on your claims dashboard and follow the same process as filing a claim with UPS.

View Claims History

The UPS claims dashboard allows you to monitor the progress and view details of your past and current claims.

Export Data

If you require a record of your claims data for accounting or reference purposes, you can export relevant information from the UPS claims dashboard. This feature ensures you have easy access to all the necessary data.

Set Preferences

Customizing your UPS claims dashboard preferences allows you to expedite the claims process by letting you set your preferred contact method. The claims dashboard also enables you to receive updates on your claim and an option to inform all your contacts.

Customize Your Layout

The UPS claims dashboard lets you personalize the layout to suit your preferences. You can easily navigate the dashboard by arranging the information and sections in a way that works best for you.

Dashboard Visibility

Customize the visibility of various sections and widgets on the claims dashboard to focus on the essential information you want and need.

Claims Status

You can opt to receive notifications and updates regarding the status of your claims, ensuring you stay informed throughout the process.

Notifications

You can configure notifications on your claims dashboard to receive timely alerts about any updates or changes to your claims.

Receiving Payment for a Claim

When UPS approves your claim, you’re eligible to receive compensation based on the value of the package and the shipping costs. You may wonder where you’ll get this payment and how long it’ll take. Here are the answers to those questions:

Where’s the Payment for a Claim Sent?

Once UPS issues your claim, they will send you a Request for Payment Form via your preferred medium, which you can set on your claims dashboard profile. UPS will then send the claim payment via electronic fund transfer (EFT) to your bank account.

Alternatively, you can receive your claim’s compensation as a paper check directly to your provided address. Unfortunately, since paper checks must go through the shipping process, they may get lost in transit or take 15 days to arrive.

How Long Will It Take to Receive Payment?

UPS’ claim investigation typically takes 8 to 15 business days. Depending on how you choose to receive your claim payment, it may take an additional 3 to 15 days.

Can I Get a Refund if UPS Is Late?

If you don’t receive your UPS packages on the promised delivery date, you may be eligible for a refund through UPS’ Guaranteed Service Refund (GSR). However, a refund for a late package may not always be possible, as you must meet specific requirements and conditions.

Understanding UPS’ Guaranteed Service Refund (GSR)

UPS’ GSR is a policy that allows you to receive a refund for most types of mail if UPS fails to make a delivery on time. Unfortunately, this policy only applies to active UPS Service Guarantee packages.

The following domestic and international services are eligible for GSR:

  • UPS Next Day Air
  • UPS Next Day Air Saver
  • UPS Next Day Air Early
  • UPS Worldwide Express Plus
  • UPS Worldwide Express
  • UPS Worldwide Express NA1
  • UPS Worldwide Express Saver
  • UPS Worldwide Saver
  • UPS Worldwide Express Freight Midday
  • UPS Worldwide Express Freight 

Proactively Preventing Package Damage and Loss

While UPS takes utmost care in handling packages, it’s always beneficial to take proactive measures to prevent damage or loss during transit.

Here are some tips to minimize the chances of encountering such issues:

Select an Appropriate Box or Container

The size and rigidity of your packaging are crucial in ensuring that your mail items arrive safely at their destination. UPS suggests using boxes with intact flaps and strong shipping tape.

Use Sufficient Cushioning and Padding

Proper cushioning and padding inside the package can help protect your mail items during transit. Ensure that you individually wrap the mailpieces prone to breakages, such as glassware, electronics, and jewelry, in protective materials like bubble wrap.

Ensure Proper Labeling on Your Package

Remove previous labels or markings from the packaging to avoid losing your mailpieces. Ensure your new shipping label is clear and contains accurate information, such as the return address.

Consider Alternative Delivery Options

If you anticipate potential risks with UPS’ standard delivery services, consider utilizing alternative options that offer more security, such as UPS Direct Deliver Only (DDO), Express Critical Secure, and Alternate Delivery Location (ADL).

Stay Informed About Your Package Delivery Status

Shipping services generally provide tracking tools that let you monitor your package’s journey— and so does UPS. Track your parcel by visiting UPS’ official website using the tracking number.

You can also ask for information regarding your mail’s location by finding a post office near you. Make the process of locating convenient postal facilities by visiting FindPostOffice.org.

Get Expert Help With Proper Packaging

If you need help with the appropriate packaging methods for your specific items, UPS offers its Packaging Advisor. This tool tells you the packaging guidelines to ship your package safely.

Supporting Documents Required for UPS Claims

When filing a claim with UPS, supporting documents are necessary to substantiate your claim and ensure a smooth process.

Help Us Help You

Without the necessary information, UPS will be hard-pressed to approve your claim, which can lead to delays or rejection. Hence, you must provide appropriate supporting documentation.

As mentioned previously, essential documents include invoices and receipts, which can come in handy when establishing the damaged or lost package’s value on your compensation. For damage claims, you may need to provide photo documentation and, in some cases, the original packaging.

Merchandise Description

Insufficient merchandise description can delay the investigation process. Be as specific as possible when describing the mail items in your claim.

Here are some guidelines when describing specific items:

Clothing

When claiming damaged clothing, include details such as the brand, color, and the items’ size. Providing the material, the item value, and photos may also help.

Health and Beauty

You’ll want to include the brand, product name, product size or quantity, and container type for health and beauty products. If applicable, mention any unique characteristics or specifications contributing to the item’s value, such as whether the mail items are in pill or powder form.

Office Supplies, Books, and Picture Frames

When listing office supplies, books, or picture frames in your claim, include the product number, brand name, product type, and quantity. Meanwhile, providing the title and volume number may increase your compensation chances for books.

Tires and Auto Parts

Giving UPS the item number, brand name, model, product number, I.D. number, and serial number is essential when submitting a claim for tires and automobile parts. It may also help if you include pictures of the damaged items.

Electronics

Provide the brand, model, product, I.D., and serial numbers for electronic items. Including photos of the damaged item and any relevant documents, such as receipts or warranty information, strengthens your claim.

Photo Documentation

Conducting comprehensive photo documentation that clearly shows the extent of the damage or the condition of the package you received can be crucial during the claims process.

Good photos, including multiple angles and close-ups, are essential to represent the damages accurately.

All Photos Required

Include photos that clearly show the extent of the damage or the condition of the package upon receipt. UPS may request the following photographs:

  • A picture of the item and its in-box condition.
  • An image that focuses on the damaged item and highlights the areas affected.
  • A photo of the damaged mailpiece’s packaging, such as whether it came with protective materials like bubble wrap or foam peanuts.
  • A close-up of the shipping label affixed to the package that clearly shows the tracking number.
  • A clear shot of the box manufacturer’s certificate.
  • Multiple photographs capturing all six sides of the container. These photos must include an image of the top of the box and its two adjacent sides and the bottom and opposite sides. 

File Formats Accepted

Unfortunately, while taking video evidence may help with other claims processes, it won’t with UPS claims. UPS only accepts the following file formats:

  • .JPG
  • .JPEG
  • .TIF
  • .TIFF
  • .BMP
  • .PDF
  • .DOCX
  • .PNG

What Makes Manually Filing UPS Claims a Hassle?

Filing UPS claims manually can be time-consuming. Some challenges you may encounter include gathering all the required information, submitting paper forms, and providing supporting documentation— even more so if you’re claiming an international package.

As mentioned, you must also consider that not all packages may be eligible for a refund. Moreover, the investigation process can take up to 15 days and another 15 if you decide to receive your compensation via a check.

That said, you’ll still want to file UPS claims. This is because you’re potentially leaving money on the table, especially if your damaged or missing mail items are high-value.

Fortunately, UPS makes filing a claim easier with its intuitive claims dashboard tool. UPS also offers a customer service hotline if you need help with your claims.

Additionally, local post office representatives can assist you, especially regarding proper packaging and labeling. Visit FindPostOffice.org to narrow the list of convenient post offices in California, New York, Florida, Illinois, North Carolina, and other states.

Claims: Frequently Asked Questions (FAQs)

  1. Why can’t I submit my claim on UPS.com?

There are various reasons why you might encounter problems filing your claim. These reasons may include:

  • You’re not allowed to begin the claim process, such as when you’re using a third-party company with account restrictions like Amazon, Dell, and Apple
  • Your UPS account isn’t verified and authenticated
  • Your package isn’t eligible for a refund
  • You’ve passed the claims timeframe
  • You have an open investigation on the same package
  1. When’s the right time to report a problem with my package?

Generally, you have 60 days to file a claim for a damaged or lost package or uncollected COD payment. However, the “right” time can vary depending on your and the shipper’s country of origin.

For more accurate information on the best time to file a UPS claim, refer to UPS’ terms and conditions. Alternatively, you can call the company’s customer service hotline at 1-888-742-5877.

  1. What should I do when UPS sends me a damage or loss notification letter?

When you receive a damage or loss notification letter, you must read it carefully to understand UPS’ findings on its investigation and the next steps you can take to resolve your issue.

If the letter asks you to provide additional information to support your claim, you can do so through the claims dashboard. You don’t need to wait for a letter, as you can check your claim status online.

  1. How do I manage my account settings online?

If you want to manage your account’s settings, learn how to receive notifications, and set your preferred method of receiving your refunds, visit UPS’ official website.

  1. Do I need to notify the carrier if I have an issue?

If you’re using a carrier service other than UPS to ship your packages, you must notify them if you’re experiencing issues, such as damages or loss. If your carrier is USPS, you can visit the 31,000 post office locations across the country, which FindPostOffice.org can help you filter to your area.

  1. Who do I call if I need help?

If you require assistance or have specific questions about your UPS claim, contact UPS customer support for guidance. If you cannot initiate the claims process, you must call the shipper who asked you to submit a refund request.

  1. How do I contact UPS about a claim?

To contact UPS, you can do so through its official website or its customer service hotline 1-888-742-5877.

  1. Can you claim compensation from UPS?

You can claim compensation from UPS if your pack is eligible under its GSR policy and when you submit the claim within the specific timeframe UPS outlined in its terms and conditions.