Here is how to file a claim with UPS: go to the file a claim page on ups.com, enter your 1Z tracking number, choose loss or damage, and submit within 60 days of the scheduled delivery date. The shipper, the recipient or a third party can file, and you do not need a UPS account.
The process is simple, but the evidence matters. Most claims stall because the item description is thin or the value cannot be proven. This guide covers who files, the steps, the documents, the timeline and what to do if you change your mind.
Who can file a UPS claim
UPS says shippers, recipients and third parties with an interest in the shipment can all start a claim. Guests can file without logging in, and channel partners (authorized digital platforms) are also listed in the UPS guide.
There is one catch. Shippers can restrict third parties from starting the claim process. If you are the recipient, UPS suggests contacting the shipper for updates, or filing as a guest for faster processing.
Shippers see the full claims dashboard. They are also the ones who must supply payment documents once a claim is approved.
How to file a claim with UPS, step by step
This is the online route, which is the one UPS points people to. The steps below follow the UPS claims guide.
- Open the UPS file a claim page and either log in or continue as a guest.
- Enter the tracking number and select your role: shipper, recipient or third party.
- Choose the claim type, loss or damage.
- Add your contact information and a detailed description of the merchandise.
- Upload photos or documents if you have them, then review and submit.
Supporting documents are optional for the first submission. UPS may ask for photos later.
You can upload up to 20 supplementary documents per claim, at 1 MB each. Accepted formats include JPG, PNG, TIF, BMP, PDF and DOCX.
The official page is the UPS file a claim page.
How to make a claim with UPS for lost versus damaged packages
UPS treats the two claim types differently. The table shows the deadline and the evidence to have ready.
| Claim type | When you can file | Evidence to have |
|---|---|---|
| Lost package | The UPS guide says a loss claim can be registered when the parcel is not delivered 24 hours after the expected delivery date. Start within 60 days of the scheduled delivery. | Tracking number, invoice showing the value, and a specific description of the contents |
| Damaged package | Start within 60 days of the scheduled delivery. | Photos of the damaged item with its packaging, the shipping label up close and the outside of the box. Keep the contents and packaging. |
| COD payment not received | Start within 60 days of the scheduled delivery. | Tracking number and COD details |
Do not throw anything away. UPS can schedule an inspection of a damaged package, and the box is part of the proof.
Documents to gather before you file a claim with UPS
Your tracking number starts with 1Z. Beyond that, UPS asks for an invoice or receipt that shows what the package was worth.
The merchandise description should be specific. Include the brand, size, color, model, quantity and serial number. UPS requires a serial number for electronics over $500.
A vague description can get an investigation closed for insufficient information. Write it as if a stranger had to find the exact item.
For damage, UPS may ask for three photos. They are the damaged item with its packaging, a closeup of the shipping label and the box exterior. Include the box dimensions if you can.
What to do before you start
A few checks save time. Gather the tracking number, the invoice and your photos first, so you can finish in one sitting.
Look at the tracking page to confirm the scheduled delivery date. The 60 day window runs from that date, not from the day you noticed the problem. If you are unsure whether the package is lost or just delayed, the guide on how long UPS holds a package explains when a package may be waiting at a location.
How to make a claim with UPS as a recipient
If you received a damaged box, you can file as the recipient or as a guest. Photograph the damage before you move anything.
Shoot the outside of the box, the label and the damaged item in its packaging. These are the same three photos UPS lists. Then tell the shipper, because the shipper sees the full dashboard and provides the payment documents if the claim is approved.
What happens after you submit
Your claim moves through the statuses listed above. If UPS needs to see the damage, the dashboard shows Shipment Inspection Scheduled. Keep the package available until the inspection is done.
Check the dashboard instead of waiting for an email. If the claim stays at Claim Review in Progress well past 10 business days, UPS says more investigation may be needed, so add documents or contact UPS.
Packages UPS will not pay a loss claim on
Some shipments are not eligible. Packages released for delivery without a signature are ineligible for lost claims. Packages that were released, and those with an open investigation, cannot be claimed.
Ground Saver packages also become ineligible once they are handed to the Post Office. Check the signature rules before you ship something valuable. Our guide on whether UPS requires a signature explains how to check.
How long a UPS claim takes
UPS says it typically resolves claims in 8 to 10 business days, unless more investigation is needed. Status updates show on the claims dashboard.
The statuses you may see are:
- Claim Issued
- Shipment Inspection Scheduled
- Claim Review in Progress
- Claim Review Complete
- Payment Has Been Processed
Once payment documents are validated, UPS says payment goes to the shipper in approximately 3 days. All claim payments now use electronic funds transfer. Shippers get enrollment instructions when their first claim is approved.
How much UPS will pay
UPS decides the payout from the value you can prove, so the invoice carries real weight. After approval, the shipper must upload payment documents, which means invoices or receipts for the merchandise and any repairs.
The UPS claims page does not state a default coverage amount for ordinary shipments, so check the declared value you paid for at the time of shipping. The one plain figure UPS publishes is on The UPS Store guarantee below, where the limit is $100 if no value was declared.
There is a ceiling as well. The 2026 UPS Tariff (effective April 17, 2026) says UPS does not accept a package with an actual value of more than $50,000, and the enhanced maximum declared value is $70,000. A claim can never pay more than the value you declared and can prove.
Our shipping cost comparison can help you weigh carriers before you ship something costly.
How to cancel a UPS claim
Cancelling is a different task from the steps in the section on how to file a claim with UPS, and it works from the dashboard.
If the package turns up or you no longer want to pursue the claim, cancel it from the dashboard. UPS says authenticated shippers can cancel through the Claims Dashboard using the View Details link.
UPS describes cancellation only for authenticated shippers, not for guests or recipients. In that case, contact UPS or the shipper who owns the claim.
Do not confuse this with voiding a label. Voiding applies to unshipped packages and has nothing to do with a claim.
If your claim is denied
A denial does not always end things. It often points to a gap you can close, such as proof of value or a clearer description of the item.
UPS does not publish a formal appeals process for claims. If a claim is closed, start by reading the reason on the dashboard. A common cause is missing proof of value or a description that is too general.
If you can fix that gap, send the extra documents through the dashboard or by contacting UPS. Keep every message and reference number in one place.
Common mistakes that slow a claim
- Describing the item as “electronics” or “clothing” instead of the brand, model, size and color.
- Leaving out the serial number on electronics over $500.
- Throwing away the box before UPS can inspect it.
- Filing a loss claim on a package that was released for delivery without a signature.
Each of these can lead to an investigation closing for missing information. Fixing them up front is the simplest way to keep a claim moving.
Claim, refund or merchant refund
These are three different routes. Mixing them up wastes weeks.
- A UPS claim covers a package that is lost or damaged in transit, and it is paid to the shipper.
- A postage or service refund returns shipping charges. It does not pay for the contents.
- A merchant refund comes from the store you bought from, under its own policy. As the buyer, you may be able to ask the seller to file the claim.
If the package is simply late, do not file yet. Our guide on why a UPS package is not moving lists what to check first.
You can also track the UPS package before you decide.
The UPS Store Pack and Ship Guarantee
If a certified packer at a participating UPS Store packed your item with new materials bought there and shipped it by UPS, the Pack and Ship Guarantee may apply. It can reimburse the declared item value, the packaging materials and the shipping fees. Declared value charges are excluded.
If value was not declared at the transaction, the limit is $100. Claims go back to the original store with your receipt and claim details.
It does not cover packages you packed yourself, shipments made on UPS.com or through a customer account, or USPS shipments. Read more about whether UPS will package your item.
Bottom line
Knowing how to file a claim with UPS comes down to timing and proof. File online within 60 days, with a clear description and proof of value.
Keep the packaging, expect an answer in about two weeks, and use the dashboard to follow or cancel the claim. For the USPS version of this process, see how to file a claim with USPS.
