How do you make a UPS claim when a package is lost? That’s what we will look into today.
A lost package is frustrating for both the sender and recipient. However, who should actually make the claim?
How long does a package have to be “AWOL” before it is considered lost and a claim can be made?
Under what circumstances will UPS offer compensation for a lost package?
We will answer all these questions and more in this UPS lost package claim guide.
Se let’s get started.
UPS Claims for Lost Packages: Key Points
- Both the sender and receiver of a missing UPS package can make a claim
- If the reason the package is lost is due to UPS a full refund can be claimed
- Before you make a claim you should wait 24hrs after the expected delivery date
- All claims can be made through the dedicated UPS claims site
- The claims process takes around 10 days to be completed
Steps Before you Make a UPS Claim?
1. Check the tracking information
When either sending or receiving a UPS package you will obtain a tracking code. This can be used to view the delivery information of the parcel.
If you suspect that a package has been lost or delayed, the first step is to check the tracking information.
This should provide you with details of the package location and any delays that may have occurred.
For example, if the package’s tracking status says it was delivered, this means the driver did drop off the package.
For this to happen, you would have needed to sign a signature release for your address allowing drivers to leave packages unattended.
The driver could have then found a safe place to leave it on your property, or maybe with a neighbor.
Any logistic delays will also show up within the tracking information.
2. Check where the package may have been left
Before you make a UPS claim for a lost package you should check around your property, (assuming you are the recipient).
The package could have been left on your porch or a garage entrance, in the yard maybe. A UPS driver may also have left the package with a neighbor.
Check all likely places the parcel could have been left.
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3. Wait for 24hrs after the scheduled delivery day
Before you file a UPS claim for a lost package you will need to wait at least 24 hours after the scheduled delivery date.
It could be that the package has been delayed and the tracking information hasn’t been updated. Maybe the driver didn’t manage to finish his rounds of your area that day. Or the package is waiting to be processed at your local UPS depot.
There are many reasons other than simply being lost for why your package didn’t arrive on the expected delivery day. That 24hr buffer allows for the natural resolution of a lot of them.
4. Call UPS Customer Services
If after 24hrs your package remains missing it is time to call UPS Customer services. They may be able to contact the driver, (see if he did leave it somewhere on the property), and/or look into where your package might be in the delivery timeline.
Once you are satisfied you have done all you can, and UPS services are unable to locate your parcel, it is time to start making your lost package claim.
5. If You’re the Recipient – Contact the Shipper
It stands to reason that you should contact the shipper if a package seems to be lost. Many eCommerce businesses will actually make the UPS claim directly.
This will save you time and energy. This will also begin the process of you receiving a refund from the shipper if the goods you have bought have not been received.
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How to Make a UPS Claim for a Lost Package
If your package is lost and it’s been less than 60 days since the scheduled delivery date you can proceed to file a UPS lost package claim.
As the process differs slightly depending on whether you are the sender or the recipient, will split this guide into two.
First, let’s look at the steps you need to take if you are the recipient of a lost UPS package.
UPS Claim Process: Recipient of a Missing Package
The last step we detailed above, (for the recipient) was to contact the shipper. In many cases, they will make the claim for the lost package.
However, if you are not satisfied with their response and still wish to make a missing package UPS claim, you have every right to do so.
Simply head to the UPS Claims site and follow these steps:
Step 1: Login or create a UPS account
You will need a UPS account to make a claim. This doesn’t cost any money or need payment details. You just need to enter your name, email, and telephone number to signup.
Step 2: Enter Tracking information & Status
After logging in to make your claim you will see the screen below. Simply add the tracking number of the shipment and your relationship to the package. In this example, we are the recipient.
Step 3: Select which problem you are trying to report
When making a UPS claim you have a choice of whether you are reporting a lost or damaged package. We are looking to file a lost claim, however, it is important to know that the process for damaged packages is the same.
Step 4: Upload supporting documentation
To make a UPS claim you will have to upload at least one form of supporting documentation. This is any evidence you have supporting your claim, including payment receipts for the product, product descriptions, and in case of damaged goods, photographs.
As you can see from the screenshot above, up to 20 supporting documents can be submitted per claim.
Step 5: Click Submit
Once you have provided all the supporting documentation you have, it is time to file your UPS claim for the lost package. To do this, you simply click submit.
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Adding supporting documentation after making a claim
It is good to know that you do not have to submit all documents at the time of making the claim. If you are able to provide more information while the claim is being investigated, you can do so via your UPS Dashboard.
After logging in to your UPS account within the claim section of the website, you will see the below screen. Click “Submit Payment Documents” and you can add more details to support your claim.
UPS Claim Process: Sender of a Missing Package
If you have received a call or email from a worried customer about a missing UPS package that you have sent, the process is very similar to all we have described above.
The same claims login process and dashboard apply to both recipient and sender. The only difference is that you select “I am the sender of the package” in the relevant claim form section.
For the sake of good customer service you will want to react quickly, and take on the role of making a claim yourself. You should also keep the recipient updated with progress.
One key difference is that you should have payment evidence of the original shipment with UPS. You should, therefore, submit copies of all invoices, purchase orders, and proof of mailing related to the item that has been shipped.
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What happens after a UPS Claim is made?
Once the claim has been reported UPS will perform a package search. This normally takes around 10 days.
If the package is located during that time, UPS will obviously not approve the claim. They will fulfill delivery to the recipient, notifying both parties that the package has been delivered.
If after 10 days the package cannot be found, a Damage/Loss claim letter will be sent to the person making the claim. (This is normally via both email and post).
Essentially, this is UPS acknowledging that the claim has been made and that the package is in fact lost.
Using the documentation submitted with the claim, UPS will determine the potential value of the package contents.
UPS will also verify that the product falls within the guidelines of UPS terms of service, (if it doesn’t the claim will be void and you will not receive any compensation).
Once the claim has been approved, UPS will pay either the replacement or purchase cost of the item, whichever is less.
If payment is made to the sender, they will clearly need to reimburse the recipient with a replacement product or their money back. This is outside the claims process, however.
There you have it, a complete guide to making a UPS claim for a lost package. As long as you go through the necessary steps, provide evidence, and have a good flow of communication between the sender and recipient, the process shouldn’t be a headache.
If it’s recently happened to you, we wish you all the luck and hope that the situation will be solved as soon as possible.
I’m a 25 year veteran of USPS. I’m retired now, but as the editor of Mailbox Master, I can’t quite remove myself from the carrier industry just yet. 🙂