There are three types of package problems: lost packages, damaged packages, and uncollected C.O.D. (collect on delivery) payments.
Lost Package: If a package has not been delivered 24 hours after the expected delivery date and time, the shipper or receiver can report the package as lost. UPS encourages the shipper to report package problems. If UPS is unable to find your package or prove delivery, a claim number for loss is issued to the shipper.
Damaged Package: Either the shipper or receiver can report a damaged package; however, UPS encourages the shipper to report package problems. An inspection by a UPS representative might be required. UPS will prepare a damage inspection report and contact the shipper of record with the results of the inspection. For damages, UPS will provide the shipper with a damage claim number as soon as the damage is reported online. Please note that the issue of a claim number does not mean that the claim will be approved.
Uncollected C.O.D.: An uncollected C.O.D. can only be reported by the shipper of record. If UPS is unable to collect the C.O.D. payment, a claim letter will be issued to the shipper.
Note: For packages not delivered on time, you can request a Guaranteed Service Refund (GSR) by logging into the UPS Billing Center. Requests can also be made by calling 1-800-PICK-UPS® (1-800-742-5877) and saying "Refund."