Claims | UPS Support

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Start a Claim

You can start a claim for packages that have been lost or damaged:

Loss: You can file a claim on a package if it has not been delivered 24 hours after the expected delivery date and time. Before filing a claim, be sure you’ve checked all exterior doors and other locations where the package could be placed, including the porch, back patio, garage, and any area out of potential weather hazards. You should also check with anyone who might have retrieved the package. If you’re still unable to locate the package, the sender or the intended receiver can initiate a claim.
Damaged: The shipper or receiver can initiate a claim on a damaged package, although UPS encourages the shipper to report package problems.

Note: For a complete description of all requirements for the claim process, refer to the Terms and Conditions of Service/Carriage in effect at the time of shipping.

For eligible packages, you can request a refund for packages not delivered on time by logging into the UPS Billing Center.

Access UPS Billing Center

Start a Claim

File a Claim as a Guest

Step 1: Provide package details.

To help us resolve your issue more efficiently, we encourage you to provide as much detail as possible related to your package. The list below can be used as a guide to the basic information that you might need:

Consignee contact information: This includes the consignee’s name, telephone number, and email address. It helps us quickly request additional information, provide you with status updates, and notify you of next steps throughout the course of the claims process.
Pickup date
Package weight (for individual package claims only)
Description of problem
Number of lost or damaged items
Tracking/Reference number(s)
Merchandise value and currency

Start a Claim

Step 2: Identify your role.

We need to know your relationship to the package.

Shipper/Sender: The person who shipped the package for which a claim is being requested
Consignee/Receiver: The person who received or would have received the package for which a claim is being requested
Shipper’s Appointed Representative: An entity who processes claims on behalf of the sender
Third Party: Someone other than the shipper or receiver who has an interest in or connection to the shipment or billing information of a claim

Step 3: Enter detailed package information.

To help us address your claim, we encourage you to not only provide required package information but also additional supporting documentation. For a complete description of all required information, refer to the UPS Tariff/Terms and Conditions of Service in effect at the time of shipping.

Additional supporting documentation includes merchandise description in the form of receipts, invoices, purchase orders, or other documentation that specifically identifies the merchandise. Supporting documentation also includes photos of damaged packages and/or contents (for Damage claims).

As a Shipper, Consignee, or Third Party, you can upload supporting documentation at the start of your claim.

If you are filing a loss claim, select the check box indicating "I have supporting documentation to describe the contents of the package(s)." This check box appears in the Shipment Details page, Package Contents section.
If you are filing a damage claim, select the check box indicating "I have photographs to support my damage claim." This check box appears on the Damage Inquiry page.

Note: To file for payment once your claim is issued, you will need to upload payment documentation. To do so, select the View Detail link on your claims dashboard. In the Claim Detail screen that appears, select the Upload Payment Document link. You will be directed to the Add Claim Documents screen. Upload your payment documentation here.
Merchandise Description: Be as specific as possible when providing merchandise descriptions, including but not limited to, product name, brand name, serial numbers, size, color, and quantity.
Photo Documentation: You can upload photos of the damaged item, interior of the original box, cushioning, packaging material, shipping label with the tracking number, box manufacturer’s certificate (BMC), if available, and dimensions of the box. Photos can be submitted in any of the following formats:

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

Review Merchandise and Photo Documentation Requirements

Step 4: Submit your claim.

Once you submit your claim, you’ll receive a notification and other pertinent information about your claim through your preferred notification method. Up-to-date information on your claim can also be accessed through the claims dashboard.

If you submitted a damage claim, you must retain the damaged item, packaging, and all contents until the claim is resolved. If we elect to perform a package inspection, you’ll be required to submit the item, packaging, and all contents. We will inspect the damaged package to determine the cause of damage and verify proper packing materials were used (in accordance with the shipping terms). We may inspect the package at the shipper's or receiver's site, or collect the package for inspection at a UPS facility. Once our investigation is complete, we will email, fax, or mail a notification letter to the shipper. We will not send inspection information to the receiver of the package.

Manage a Claim

Manage Claims

Make changes to your claim

Edit your claim, upload additional information and receive claim updates
Submit a new claim

Start a new claim using our secure application.
View claims history

Review up to 270 days of claims history.
Export data

Create reports or extract data for convenience.
Set preferences

Change how you’re contacted about claims at any time.
Customize your layout

Organize your dashboard to meet your needs.

View Claims Dashboard

Dashboard Visibility

You can create and save up to 20 customised views of your claims in the dashboard. The type of information available in your dashboard is dependent on your specific user role and profile settings.

The authenticated shipper or shipper's representative, or any user with the shipper account number in their user profile, will have a detailed view of their claim status in the dashboard, which includes:

Tracking Number
Status (including payment status)
Merchandise Description
Claim number
Package-level data (address, delivery date, etc.)
Most recent notification received
Claim payment amount

The receiver or third party, or any user who does not have the shipper account number in their user profile, will have a limited view of the claim in their dashboard, which includes:

Tracking Number
Status (excluding payment status)
Merchandise Description

View Claims Dashboard

Claims Status

Using the dashboard, you can see status details and actions needed for your claims. Examples of statuses that you may see include:

Claim Issued: The claim was issued and paperwork was sent to the shipper.
Shipment Inspection Scheduled: UPS has scheduled an inspection of the damaged package. Updates to the inspection status will be on your dashboard as they become available.
Claim Reported – Supporting Document(s) Received: Your submitted documents or photos have been successfully uploaded to your claim.
Claim Review in Progress: Your claim is being reviewed by our claims department.
Claim Review Complete: Your claim investigation has been completed, and the results of the investigation are forthcoming.
Claim Not Approved – Insufficient Merchandise Description: UPS needs a detailed merchandise description to complete the investigation. You will see an icon in the dashboard alerting you to the further action required.
Claim Not Approved – Unable to Contact Receiver: UPS needs accurate receiver contact information to complete the investigation. You will see an icon in the dashboard alerting you that further action is required.
Claim Paid: Payment has been issued for your claim. Payment details are available on the dashboard to the authenticated shipper or shipper’s appointed representative.

Notifications

You can change the way you receive claim notifications. In your profile settings, choose your preferred contact method of email, fax or post.

Although you’ll receive notifications about your claim, we encourage you to visit the dashboard for status updates and actions needed.

Payment

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 for which the claim was filed.

The quickest way to receive payment for your claim is providing us with your bank account number and Bank Identification Code, Sort Code or Routing Number when filing your claim. Note You can always add your bank information even after filing your claim.

If you prefer, you can also be sent a paper cheque*, which may take up to 15 days to arrive.

^{*Customers in Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Great Britain, Greece, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden and Switzerland are only able to receive payment electronically.}

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Prevention

Preventing Damage or Loss

Our research has found that, in most cases, damaged or lost packages resulting in a claim are often associated with choosing boxes or containers that are too large or too small, providing poor cushioning or padding, using unprotected labelling or having unclear delivery instructions.

Items packaged in boxes that are too small risk becoming damaged because they don’t have sufficient weight support and can fall out. Items packaged in boxes or containers that are too large or don’t have proper cushioning risk becoming damaged because they can easily collide with other items within the packaging box or container.

To avoid these packaging issues, we encourage you to follow a few basic guidelines that can help you be proactive when it comes to preventing claims.

More Tips on Preventing Damage

Select an appropriate box or container.

Choose new, solidly constructed boxes of corrugated material to give appropriate weight support for your package.
Use a rigid box with flaps intact.
Remove any labels, hazardous materials indicators and other previous shipment markings on the box or container that are no longer applicable.
Use strong tape designed for shipping.
Do not use string or wrap the box in paper.

Use sufficient cushioning and padding.

Leave at least 5 cm of space around the item being shipped on all sides for protection.
Use substantial amounts of packing materials (packing peanuts, bubble wrap, etc.).
Wrap all items separately to prevent them from colliding against one another.
Use adequate cushioning or padding material in the interior of the box or container.

Learn More About Packing Materials

Ensure proper labelling on your package.

Use a single address label that has clear, complete delivery and return information.
Make sure that the shipping label is undamaged and not creased or torn.
Protect the label with a label pouch or clear shipping tape.
Ensure that the label adhesive is compatible with the package surface to prevent the label from unravelling/peeling or falling off on items such as carpets, fabric rolls and exhibition boxes.
Ship multi-piece packages separately to minimise the risk of loss. Bundling (combining multi-piece shipments) is not advised.
Verify and confirm that all the shipment information is correct prior to printing and applying the label.
Place a duplicate address label inside the package in case the external label becomes damaged or illegible.

Consider alternative delivery options.

Consider using the shipping address of a family member or neighbour when you know you won’t be at home to receive a package.
Request delivery confirmation options, such as Signature Required or Adult Signature Required, to verify that your package was delivered.
Sign up for UPS My Choice^® so you can take advantage of alternative delivery options, such as changing the delivery date, location or time (where available).
Have your package delivered to a UPS Access Point^TM location.

Stay informed about your package's delivery status.

Sign up for UPS My Choice so you know when your package is coming.
Combine UPS My Choice with the UPS Mobile app to track shipments from anywhere, directly from your tablet or smart phone.
Check tracking status frequently so you’ll be at home to provide payments for C.O.D. packages.
Set your preferences on your mobile device or tablet to receive up-to-date shipment alerts so you can be notified if the delivery schedule changes.

Get expert help with proper packaging.

In addition to our general packaging guidelines, the UPS Packaging Advisor is a unique tool that lets you customise your shipping requirements. You can also take advantage of packaging solutions offered at the UPS Package Design and Test Lab, where our certified engineers use leading-edge technologies to identify the most appropriate packaging requirements to help prevent damages and minimise reshipments.

Use Packaging Advisor

Common Questions

When can I report a problem with my package?

Please refer to the terms and conditions from the shipper country of origin to get information on reporting a damaged package, package loss or an uncollected C.O.D. payment. The terms and conditions will contain the most accurate information on time frames in which you may initiate a claim.

Read Terms and Conditions

Start a Claim

How long does the claim process take?

Generally, once your claim (including supporting documentation) has been issued, processing takes an average of 10 days. To help expedite the process, be as specific as possible when providing a merchandise description. If your claim includes a damaged item, you have the option of providing photo documentation. Although it's not required, submitting photo documentation can help us to resolve your package issue more efficiently.

Review Merchandise and Photo Documentation Requirements

How long will UPS take to investigate damage or find my lost package?

Depending on the country, the process to investigate a damaged or lost package generally takes 8 to 15 business day. Extenuating circumstances such as insufficient merchandise description or waiting times to receive additional supporting documentation (photos or sales receipts) can extend these time frames.

Check Claims Status

What should I do when UPS sends me a Damage/Loss Notification letter?

Once you receive the Damage/Loss Notification letter, choose the most convenient option below and follow the steps.

Option 1: Complete the process online.

From the claims dashboard, you can check the status of your claim. View the details of your claim, make any updates requested and submit your changes.

Option 2: Complete the process offline.

Complete the Request for Claim Payment form using black ink. Provide the lesser of the purchase price paid by the consignee, actual cost, replacement cost if the merchandise can be replaced or repair cost if the merchandise can be repaired. You can also request reimbursement of transportation (shipping) charges. Note that reimbursable transportation costs do not include declared value fees, adjustments, or refunds. Please also include a contact name and telephone number in case we need to contact you.
Attach a copy of the original invoice or other certified proof in writing sufficient to identify the package contents and substantiate the lesser of the actual cost, replacement cost, or repair cost of the merchandise.
Send the bar-coded Request for Claim Payment form as a fax cover page, along with the required documents listed, to the fax number on the Damage/Loss Notification letter.

Note: If you cannot fax your claims documents, you can send documents by mail to the address listed on your Damage/Loss Notification Letter.

View Claims Dashboard

Where is the payment for the claim sent?

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Claims Support

Do you have a problem with your package?

Start a Claim

Manage Claims

Make changes to your claim

Submit a new claim

View claims history

Export data

Set preferences

Customize your layout

Payment

Preventing Damage or Loss

Common Questions

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