File a UPS Claim

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

Shipper Restriction

• The shipper of your package has a restriction on the account, which doesn’t allow recipients or third parties to begin the claim process. Contact the shipper who requested you submit your claim for further assistance.

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Account Authentication

• Your account hasn’t been authenticated to us yet, so we can’t 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 dropdown. 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).

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Release Packages

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

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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.

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Current Investigation Open

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

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What does my current claim status mean?

• Claim Issued: The claim was issued and paperwork was sent to the shipper of record. 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 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 photoshave 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 further action needed.
• 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 needed.
• Payment has been processed for your claim: Payment details are available on the dashboard to the authenticated shipper or shipper’s appointed representative.

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How can I prevent damage or loss?

Research shows that damaged or lost packages 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 package or having unclear delivery instructions.

To avoid damages and help get your package to its destination safe and sound, check out a few basic tips we put together here.

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If I’m asked for photo documentation, what do I need to provide?

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).

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Dimensions of the box, including the package height, length and width will also be needed.

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How do I write a detailed merchandise description?

When forming a merchandise description try to be as specific as possible, using descriptors such as a serial number, brand name, size, color, container type, model, quantity or any other important identifying information.

Here are some examples:

Clothing

• Polo pajama top and pants set, navy blue, size M

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Health and Beauty

• 5 Avon Sun + Sunscreen face lotion, SPF 40, 3 oz yellow and red container
• 20 Vitacost Natural Vitamin E, 1000 IU, 60 Softgels

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Office Supplies, Books and Picture Frames

• 50 boxes BIC Round Stic Ball pens, medium point, 1.0mm black, 90 per box
• 5 textbooks, ‘Spectrum Science’, paperback, brown cover, publisher: Frank Schaffe

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Tires and Auto Parts

• 2 Michelin Tires, Latitude Tour HP 235/65R18 104H BSW Touring

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Electronics

• Lenovo ideapad 330 15.6” Laptop, Windows 10, Intel Core i3-8130U Dual-Core Processor, 4GB RAM 1TB 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 may be closed to due insufficient merchandise description. The investigation can be reopened when a serial number is provided.

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