Claim Process for Damaged Package to UPS

When we use UPS service, the goods are damaged, how to provide complete picture details to UPS? How to provide the necessary product commercial invoice and packing list? What other products do I need to provide actual cargo information on?

According to the information prompt of UPS staff, The recipient is required to provide the following four types of images:

1. The external packaging (photo of the affected outer box or other packaging). Photos should show the package type, box strength/quality tape and labels of damaged packages to help adjusters determine the possible cause and extent of damage. Photos taken before unboxing may help demonstrate hidden damage.

Two photos showing all six sides of the package (one showing the top and sides, the other showing the bottom and opposite sides)

2. The inner packing material. Such as bubble wrap and air bags. Sometimes lack of space inside the box can also be another cause of damage to the goods, the photo should show the packaging and other materials used for the goods inside the box.

3. The merchandise (if available). Noticing damage to the item (if not obvious) in the photo helps the worker visualize the damaged area of the item. Taking a few minutes to document damage, including drawing attention to damage that may not be obvious, can save hours of back-and-forth communication.

4. A photo of the goods' bill of lading or shipping outer box label with tracking number (usually starts with 1Z) e.g. 1Z8WY1115422705023.

How many working days does the ups.com claims process usually take?

The overall processing time for a claim takes an average of 8-15 business days.

UPS has confirmed the claim and provided the process for payment documentation,

Processing usually takes 3-5 days.

Format of supporting documents for claiming damage to goods:

• .JPG

• .JPEG

• .TIF

• .TIFF

• .BMP

• .PDF

• .DOCX

• .PNG