Overview

If your UPS shipment is lost, damaged, delayed, or you notice a billing discrepancy, this guide explains how to raise a claim and ensure it is resolved efficiently. It outlines the steps to follow, key contacts, and escalation procedures.

Who Is Responsible for Claims?

UPS is a third-party carrier. Once your shipment is handed over, UPS assumes liability under their terms and conditions.

• Client responsibility: The shipment owner must submit claims directly to UPS.

• Our role: We do not raise claims on behalf of clients, unless specifically agreed in a contract.

How to Submit a UPS Claim

To submit a claim, follow these steps:

1. Identify the shipment: Use the UPS tracking number.

2. Prepare supporting documentation: Include the invoice, proof of value, and photos of any damage (if applicable).

3. Submit your claim: Use UPS’s official claims process on their website or portal.

Tip: Claims must be submitted within UPS’s timelines to be eligible.

If You Cannot Submit a Claim Online

If you are unable to submit a claim through UPS’s standard process, contact the appropriate UPS department directly based on the issue:

Escalation Procedure

If your issue is not resolved within 10 calendar days of contacting the first-line department, you may escalate it.

• Escalation Contact:
  Bhof@ups.com

• Required Information for Escalation:

  • UPS Tracking Number

  • Brief description of the issue

  • Summary of steps already taken

  • UPS Customer Service case number

Please Note: Incomplete escalation requests will not be reviewed.