Supporting Documents Required for UPS Claims
Let’s make sure you have everything you need for us to process your claim.
Help Us Help You
- All claims will require some form of supporting documentation to help us locate a missing package or provide an accurate resolution (e.g.: Invoice to provide the value of merchandise lost or damaged).
- When forming a merchandise description, try and be as specific as possible, using things like serial numbers, brand name, sizes, colour and quantity.
- During a damage claim, photo documentation will be required and a physical inspection at a UPS-approved location may be needed as well.
- Without enough supporting documentation, the processing of your claim could be delayed or denied altogether.
- The drop-downs below are to help you create the best, detailed description of the issue you’re experiencing with your package.
Merchandise Description
Brand Name, Colour and Size of Item
• Example: Polo pyjama top and bottoms set, size M, Navy Blue
Brand, Product Name, Product Size, Container Type
• Example: 5 Avon Sun + Sunscreen face lotion, SPF 40, 3 oz, yellow and red container
• Example: 20 Vitacost Natural Vitamin E, 1000 IU, 60 soft gels
Product Number, Brand Name, Product Type, Quantity
• Example: 50 boxes BIC Round Stic Ball pens, medium point, 1.0 mm black, 90 per box
• Example: 5 textbooks, 'Spectrum Science', paperback, brown cover, publisher: Frank Schaffe
Item Number, Brand Name, Model, Product Number, ID Number, Serial Numbers
• Example: 2 Michelin Tyres, Latitude Tour HP 235/65R18 104H BSW Touring
Item Number, Brand Name, Model, Product Number, ID Number, Serial Numbers
• Example: Lenovo ideapad 330 15.6" Laptop, Windows 10, Intel Core i3-8130U Dual-Core Processor, 4 GB RAM, 1 TB Hard Drive – Platinum Grey
Note: Serial numbers are key to identifying items during a ‘Lost and Found’ search and are required for certain types of merchandise, like electronic items over $500.00. If the serial number isn’t provided, the claim investigation will be closed to due insufficient merchandise description. The investigation can be reopened when a serial number is provided.
Photo Documentation
During the photo documentation process, three different photos will be requested:
• A photo showing the damaged item and how it was packaged inside the box.
• A close-up photo of the shipping label with tracking number (generally starts with 1Z).
• One photo of the outside of the package (showing any damage).
Dimensions of the box, including the package height, length and width will also be needed.
The claims application supports the following file formats:
• .JPG
• .JPEG
• .TIF
• .TIFF
• .BMP
• .PDF
• .DOCX
• .PNG