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File a Claim

Have a problem with a parcel? Sign into your UPS.com profile, provide us with the details and track the process as we put all hands on deck to investigate your claim to see how we can make things right.

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View an existing claim.

How Does It Work?

You can start a claim for parcels that have been lost or damaged, or if a collect on delivery (C.O.D.) payment was not received. Here is how to do it:

  • Provide Some Details About the Parcel
    This can be the parcel's tracking number, weight or contact information for the recipient.
  • Let Us Know Your Role in the Claim
    Indicate your relationship to the parcel. Are you the sender, receiver, an appointed representative of the shipper or a third party?
  • Support Your Claim With Additional Documentation
    Items such as receipts, invoices and purchase orders can help identify merchandise. Attaching photos of damaged parcels is also recommended for damage claims.
  • Submit Your Claim
    You'll get a notification from us about your claim once submitted, as well as up-to-date information available on your claims dashboard.

View Supporting Documentation Requirements

Take Advantage of the Flexibility of the Claims Dashboard

Through the claims dashboard, you can easily:

  • Edit information and upload additional supporting documents.
  • Submit a new claim using our secure application.
  • Review up to 270 days of your claims history.
  • Export data to create reports.
  • Set your preferences to choose how you’re contacted about claims.
  • Customise your dashboard to meet your needs.

Log In to Dashboard

Receiving Payment for a Claim

If your claim has been issued, a request for payment can then be made by the shipper. A Request for Payment Form will be sent within the preferred method set in your profile to be returned.

Next, provide us with documentation that shows the purchase price, actual cost, repair cost or replacement cost of the merchandise the claim was filed for.

Payment for claims can be electronically deposited into a bank account provided, or sent by paper check, which can take up to 15 days to arrive.

Contact UPS View My Claim Status

Proactively Preventing Parcel Damage and Loss

Research shows that damaged or lost parcels resulting in a claim are often connected with boxes too large or too small, providing poor cushioning, labels that aren’t properly placed on your parcel or having unclear delivery instructions.

To avoid damages, check out a few basic tips we put together that can help get your parcel to its destination safe and sound.

More Packaging Tips Packaging Adviser

Note:

If you submitted a damage claim, you must retain the damaged item, packaging and all contents until the claim is resolved. You'll be required to submit all of the shipped materials if we elect to perform a parcel inspection to determine the cause of damage and verify proper packing materials were used.

FAQ