If your UPS shipment hasn't arrived by its expected delivery date or arrived damaged, you can initiate a claim with UPS. You do NOT need a UPS account to file a claim.
Claims can be filed by either the sender, recipient, or 3rd party for packages that are:
- Lost
- Damaged upon arrival
- Missing contents
Which UPS Account Was Used?
Before filing a claim, determine which UPS account created the shipping label:
Labels Created Using Your Own UPS Account
- You can file claims directly through your UPS account
- Log in and file as the shipper
Labels Created Using Cahoot's UPS Account
- You must file as a Guest (see instructions below)
- You won't be able to file through your own UPS account - make sure you logout of UPS to file as guest.
Insurance Coverage
- Basic Coverage: UPS offers a maximum liability of $100 for lost, damaged, or stolen packages, regardless of the declared value.
- Higher Value Coverage: If you need coverage for items worth more than $100, you can purchase additional insurance when creating the label in Cahoot.
- Third Party Coverage: Additional insurance can be purchased through our Shipsurance integration.
Documentation Needed
Required for all claims:
- Proof of value documentation - Invoice or purchase order for proof of value
- Tracking number
- Description of what was missing or damaged
For damaged shipments:
- 3 photos required (see below for specifics)
- Inspection of the package and contents may be needed
How to File a Claim
Step 1: Start Your Claim
Go to UPS Claims and select one of the following:
- If using your own UPS account: Click "Start a Claim" and log in
- If the label was 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:
- If filing as Guest (for Cahoot UPS labels): Select "Receiver"
- If filing through your UPS account: Select "Shipper"
- Claim type: Lost or Damaged
Step 3: Specify Package Contents
- Enter merchandise description and value
- Upload supporting documents (invoice, receipts, photos)
- If there are multiple SKUs: Click "Add Another Merchandise Description" and fill in details for each SKU
Step 4: Enter Email Address
If filing as 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 alert the sender of your claim
Required Photos for Damage Claims
You must upload 3 photos showing:
- Shipping label on package - Must clearly show the tracking number
- Damaged merchandise inside the box - Multiple angles showing extent of damage
- Outside of the package - Showing any external damage to the box/packaging
Additional Supporting Documentation
For damage claims, you must provide:
- Merchandise description documentation: receipts, invoices, purchase orders, or other documentation that specifically identifies the merchandise
- Photos of damaged packages and/or contents (as specified above)
Frequently Asked Questions
How do I know which UPS account was used for my shipment?
The 6 digits immediately after "1Z" represent the UPS account number. Compare this 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 for the denial. You may be able to appeal the decision by providing additional documentation or clarification. Contact UPS directly for information about the appeals process.