How to report a missing UPS package and file a claim online to earn a refund

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How to report a missing UPS package and file a claim online to earn a refund - Business Insider

When sending a package, UPS provides complete tracking information and delivery confirmation signatures when selected, allowing shippers and buyers to be confident that goods will get where they're meant to go.

Unfortunately, parcels do get delayed or even lost in transit, at which point you'll need to file a claim with UPS. However, before you file a claim, you'll need to wait at least 24 hours after the expected delivery date.

You must also ensure you've checked all the places your package could have been left, including outdoor spaces like porches and garages, as well as checking with neighbors who may have accepted it on your behalf. Should the package still be lost and it's been less than 60 days since the package was supposed to be delivered, you can proceed to file a claim by following these steps.

 

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You can start a claim for packages that have been lost or damaged, or if a collect on delivery payment was not received:

• 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.
• Uncollected C.O.D.: A package is considered uncollectible if C.O.D. (collect on delivery) funds are not paid. Only the shipper of record can report an uncollected C.O.D. claim.

Note: For a complete description of all requirements for the claim process, refer to the UPS Tariff/Terms and Conditions of Service 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. Refer to the UPS Tariff/Terms and Conditions of Service in effect at the time of shipping for terms and conditions applicable to the UPS Service Guarantee.

 

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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

 

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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

 

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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 Documentsscreen. 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

 

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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.

 

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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.

• View Claims Dashboard
• Check Claim Status