File a Claim

Have a problem with a parcel? Sign in to 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.

File a Claim

View an Existing Claim.
File a Claim as a Guest.

How Does it Work?

You can start a claim for parcels that have been lost or damaged, or if a collect on delivery (CoD) 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?
Filing your Claim as A Guest
This can be a quicker solution for you. If you are the shipper of the parcel, just know that you will likely be required to return and provide additional documentation. Additionally, claim status after submission is limited to the shipper.
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.
Visibility into Your Claims Progress
Your claim’s progress can be managed from your claim’s dashboard. You will be provided up to date details of the claim and notification of necessary action for the claim to be paid. Access will require you to be signed into ups.com, as these features are not available when filing your claim as a guest.

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 the 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.

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.

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 have put together that can help get your parcel to its destination safe and sound.

More Packaging Tips Packaging Advisor

FAQ

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

Shipper Restriction

The shipper of your parcel has a restriction on the account, which doesn’t allow recipients or third parties to begin the claim process (Amazon, Dell, Apple). Contact the shipper who requested that you submit your claim for further assistance.

Account Authentication

Your account hasn’t been authenticated to us yet, so we cannot allow the claims process to be started. To authenticate your account:
- Select Payment Options in the upper right-hand corner. Next, select Existing Account from the Add Payment Method drop-down. Finally, select Add and follow the prompts to add an account number.
- If you’re a CampusShip or Quantum View user, contact your sales representative to add your account number(s).

Release Parcels

Parcels that you’ve chosen for our driver to release (releasing to your address requiring a signature or choosing to release a parcel to your building through your My Choice account) are not eligible to be submitted for claims.

Past Liability

Submitting a claim has to be taken care of within a timely manner of delivery. The timeframe for submitting claims varies by country.

Current Investigation Open

You can’t submit a claim because one is already open regarding your issue.

When’s the right time to report a problem with my parcel?

How long does the claim process take?

Where’s the payment for a claim sent?

What does my current claim status mean?

Claim Issued: The claim was issued and paperwork was sent to the shipper. If you are the shipper, payment documents are required. Select View Details from the claims dashboard and select upload payment documents.
Shipment Inspection Scheduled: UPS has scheduled an inspection of the damaged parcel. 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.
Payment has been processed for your claim: Payment details are available on the dashboard to the authenticated shipper or shipper’s appointed representative.