How to File a UPS Claim: Domestic
If your UPS shipment hasn't arrived by its expected delivery date or arrived damaged, you can file a claim with UPS. You do not need a UPS account to file. This article explains who can file, which UPS account to file under, what documentation you'll need, and how to submit the claim step by step.
Claims can be filed by the sender, recipient, or a third party for packages that are:
- Lost
- Damaged upon arrival
- Missing contents
Which UPS Account Was Used?
How you file depends on which UPS account created the shipping label. Determine this first, because it decides whether you file the claim yourself or Cahoot files it for you.
Labels created using your own UPS account
- File claims directly through UPS as the shipper.
- See How to File a Claim on Your Own UPS Account below.
Labels created using Cahoot's UPS account
- Submit the UPS Claims Form so Cahoot can file the claim on your behalf.
Insurance Coverage
- Basic coverage: UPS provides a maximum liability of $100 for lost, damaged, or stolen packages, regardless of declared value.
- Higher-value coverage: For items worth more than $100, purchase additional insurance when creating the label in Cahoot.
- Third-party coverage: Additional insurance can also be purchased through the Shipsurance integration.
Documentation You'll Need
Required for all claims
- Proof of value — invoice or purchase order
- Tracking number
- Description of what was lost, missing, or damaged
Additional for damaged shipments
- 3 photos (see Required Photos for Damage Claims below)
- UPS may request an inspection of the package and contents
How to File a Claim on Your Own UPS Account
Follow these steps if the label was created on your own UPS account. If the label was created on Cahoot's UPS account, use the UPS Claims Form instead so Cahoot can file for you.
Step 1: Start your claim
Go to UPS Claims and select one of the following:
- Using your own UPS account: click Start a Claim and log in.
- Label created on Cahoot's UPS account: click File a Claim as a Guest.
Step 2: Enter claim details
Enter the following information:
- Tracking ID
-
Your relationship to the package:
- Filing as a guest (Cahoot UPS labels): select Receiver.
- Filing through your own UPS account: select Shipper.
- Claim type: Lost or Damaged
Step 3: Specify package contents
- Enter the merchandise description and value.
- Upload supporting documents (invoice, receipts, photos).
- For multiple SKUs: click Add Another Merchandise Description and fill in details for each SKU.
Step 4: Enter email address
If filing as a guest, enter your email address to receive claim updates, then click Next.
Step 5: Add contact information
Enter your location and contact information, then click Next.
Step 6: Review and submit
Review your claim details carefully and click Submit. After submission:
- Use the tracking number to check your claim status on ups.com (login may be required).
- UPS will also notify the sender of your claim.
Required Photos for Damage Claims
For damage claims, upload 3 photos showing:
- Shipping label on the package — must clearly show the tracking number.
- Damaged merchandise inside the box — multiple angles showing the extent of damage.
- Outside of the package — showing any external damage to the box or packaging.
Also provide documentation that specifically identifies the merchandise (receipts, invoices, or purchase orders) alongside the photos.
Frequently Asked Questions
How do I know which UPS account was used for my shipment?
The 6 digits immediately after "1Z" in the tracking number represent the UPS account number. Compare that 6-digit number to your own UPS account number.
How long does the claims process take?
UPS typically processes claims within 8–15 business days, though complex cases may take longer.
What if my claim is denied?
If UPS denies your claim, they will provide a reason. You may be able to appeal by providing additional documentation or clarification. Contact UPS directly for information about the appeals process.