All UPS claims require some form of supporting documentation. To help us successfully locate your missing package or provide a timely resolution to your package issue, we ask that you follow established guidelines when providing merchandise descriptions and photo documentation. Insufficient supporting documentation may result in delays in the processing of your claim or the denial of your claim altogether.
Detailed merchandise descriptions for lost, damaged, or uncollected C.O.D. packages are needed for all UPS claims. Be as specific as possible when providing merchandise descriptions, including but not limited to, providing product name, brand name, serial numbers, size, color, and quantity. Providing a comprehensive merchandise description helps us resolve your package issue quicker.
Examples of acceptable merchandise descriptions include:
Note: Serial numbers make it possible to clearly identify items during a “Lost and Found” search and are required for specific types of commodities to help in locating the merchandise. Commodities include electronic items over $500.00. These commodities include, but are not limited to:
If the serial number is not provided, the investigation will be closed due to “Insufficient merchandise description”. You can reopen the investigation once the serial number is provided.
Although a physical inspection at a UPS-approved facility (location) is typically required for damage package claims, photo documentation can also be submitted, as it helps to provide a timely resolution of your damaged package claim. When submitting photo documentation for damaged package claims, we request the following seven digital pictures:
The online claims application supports following file formats:
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