Compass ®

Take fast action to resolve your package problems

UPS's online claims service quickens the reporting process, allowing you to access information around the clock.

The claims service on ups.com puts you in control. Register for your My UPS profile to get 24/7 access to claims information (along with other benefits).

If the unexpected happens to a shipment, it's easy with UPS to get back on track. Just visit Claims at ups.com

No matter how you ship, Claims at ups.com is available 24/7 to enable you to:  

  • Report issues regarding your shipments
  • Quickly view the status of any existing claims
  • View your claims history
  • Conveniently supply claims-related documentation online

Saving time, speeding resolution
“There are many advantages to handling claims online,” says Aaron Gill, a UPS Customer Technology Marketing product manager. “It saves time for customers making claims and speeds claims processing, which can result in faster resolution of your claim.”

In addition, your ability to provide better customer service in the event of a claim can also benefit your customers. If a package is missing, you can report it online, day or night, without even having to pick up the phone. And if your customer calls to inquire about the status of a missing or damaged package, Claims at ups.com can help you quickly find the status of that claim, enabling you to provide an immediate answer. 

A simple process
To get started with Claims at ups.com, you must first register for My UPS® at ups.com. When you are registered and logged in, you can:

  • Report a lost or damaged package
  • Report an uncollected C.O.D. payment
  • Request an investigation
  • Get up-to-date status reports of your claim
  • Cancel a claim 

Claims at ups.com is accessible from a number of locations on ups.com, including the Support tab, where you can select File a Claim.

When you report a package problem, UPS will conduct a search or investigation. You may be asked to provide documentation in support of your claim, such as original invoices, purchase orders, photos or proof of shipment. 

When a claim has been approved, UPS will process the payment, sending a claims settlement or check, typically within 10 business days. 

At UPS, we know that looking after your customers during business hours is your No. 1 priority. And with online access to claims information, you can take care of any unexpected package-related events on your schedule. 

Be sure to register for My UPS to start and view claims 24/7.    

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Compass Guy March 10, 2014
Jane, I appreciate the difficulty you're having. I have tried to order things UPS -- obviously -- and seem to be unable to from certain websites. Rest assured, UPS still delivers nearly 17 million packages every day, but the shipper typically makes the choice. Many times the shipper chooses final delivery by the Postal Service because it saves them money.
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Jane Mercer March 8, 2014
Can't do mail order anymore. When I do, I get a notice from the post office that I have to drive to the post office (and wait in line for at least 15 minutes and be greeted with all the refreshing charm of a prison guard while they all move at exactly half speed and glare at me) to get the package that I have already paid for delivery on. Since I do not do this, the packages are shipped back to the shipper, and I never receive them. I call each and every company to request driver delivery. Most of them refuse to guarantee the shipping method, so I tell them that I will not be ordering as a result, and why (see above). The one company that has promised to ship according to my request has still yet failed to get a package to me, although we have been working on this one package delivery since January. I have a question: What do you do for a living now, that is, how to you receive revenue, now that you no longer deliver packages to customers?
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The Compass Guy August 8, 2011
Hi Anonymouses, the Compass guy here. Regarding the lost bag, I'm glad to say that it has been located. All shippers would be well advised to note that it's very important that shipping labels be securely affixed to items being shipped. Regarding shipping to PO Boxes, our terms and conditions state: 12. P.O. Boxes UPS does not provide Delivery to a P.O. Box. The shipper must make every effort to obtain a street address. If the shipper should use a P.O. Box address, the recipient’s telephone number must be included. A package addressed to a P.O. Box may experience delays, is not covered by any UPS Service Guarantee, and is subject to an Address Correction charge. Accordingly, UPS does not deliver to PO boxes. Customers who use our UPS Basic service, in which we transfer the final delivery to the USPS should note that this service is being phased out and replaced by UPS SurePost. I suggest that you contact the shipper(s) to make sure they send via UPS Ground or air services, using your physical address. Best - Jerry
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Anonymous August 4, 2011
I am having trouble getting my packages delivered by UPS. I have a Post Office Box and they do not deliver to my home address. UPS sends the packages to USPS for delivery. I want my packages delivered to my home by UPS. Is there anyway to get this done??????? PLEASE
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