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Skip the Queue. Direct contact with UPS Customer Service, Claims, etc...
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So, in light of me coming to the final stages of a claim that has been going on since May 2021, 8 months and close to blowing my brains out, I figured I'd share some information that I wasn't initially aware of and that helped me along the way. Couldn't find this info readily available so if this is already common knowledge, you can skip ahead smarty pants.
Your account number is the 6 characters after "1Z" (Seems obvious but as someone who filled a claim without an account, this was news to me)
P.S. Just call any department and tell them to forward you to ______ department because you accidentally got disconnected. 50% of the time they won't ask questions and will allow you to skip you giving them your tracking number and other info. Stupid because your next rep will 90% of the time ask you to give them it again and is just a huge time waster.
Fast way to get in contact with a representative through their normal customer service number:
First Dialogue, respond with "International Shipping"
Second Dialogue, respond with "Something else"
That's it. It'll start ringing and you get connected. I've tried spamming 0's and just never worked for me so this was my findings after a lot of trial and error.
Direct numbers:
Claim Department 800 430 2055
Billing Department 800 811 1648
Package Details 866 706 6894
*Not sure but some special department/person* 800 742 5877 [Extension 06]
Top Comment: Please make sure to read the common questions. If you are posting tracking info don't include your tracking number as it contains personal information. https://www.reddit.com/r/UPS/about/sticky?num=1 I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.
Tutorial: Navigating the UPS Claims system when using ebay labels
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In September '22 I had an expensive package go missing/destroyed by UPS. Suffice it to say the claims process is neither straightforward or easy to navigate, so to save other people some time, here is how I finally got to a point of resolution and a check mailed out:
-First step is creating a UPS account on their website and going to https://www.ups.com/claims?loc=en_US . You will file your claim here using ebay's account number, not your own- their UPS account number is 1V534 .
-Next, you will file a claim and UPS will do a search and investigation on your lost package. After this, you will receive an email instructing you to move forward with the claim and upload documents.
-After receiving the email, make sure the claim is filed and you have entered your address, package value etc (complete the claim on their site), but do not bother uploading or trying to upload documentation: Neither will work, because their web system will not recognize the documents as being associated with the shipper's account. Make sure the claim is in progress by going to your claims dashboard in step 1 clicking "check the status of your claim". At this point, you have two options: UPS has a claims department with a separate phone number: 1-800-430-2055 and a claims email: [email protected] . Their retail phone number will not connect you or do anything useful.
-Although you could probably get away with just sending the email with the documentation, I suggest calling the claims center after the claim is filed and you've received confirmation, and let them know you want to send an email with the relevant info they need. You will be providing a screenshot of the transaction in your ebay seller dashboard that shows the order and the tracking number, and order total. You'll also be providing a completed claim form that should've been provided to you after filing the claim originally- it's a 2-page PDF that I used an online tool to modify/write on. Put your tracking and claim numbers in the subject line of the email along with ebay's account number.
-after this, if you still have not heard anything or received a check after about a month, you'll want to call claims support again at the number above and give them your info, then ask to speak with Centralized Exception Resolutions. They will connect you and that team will help expedite your claim and fill in any missing info / solve any additional weirdness.
That's about all you have to do (lol). It will take up to 2-3 months to complete all of this, although with the knowledge here it could be done in weeks or less. Note that I may have missed something, I tried to include all info that I could remember about the process but as you can see, it is highly complex and very hard to streamline. Mostly this is because you are not using your own account to ship an item. Note that if you do this wrong, ebay will be sent the check- to avoid this, try to follow these steps as best you can. Mod info- all of the emails and numbers, etc. above are public knowledge and there is nothing in this post that could be used maliciously, so there is no need to worry from that end- most of this info is just hard to find. I hope this post gives people some hope that you can successfully file a claim with UPS if you ever have to.
Top Comment: Thank you for sharing the process. Just to add if you insure through pirate ship they help you every step of the way with UPS. It is also worth considering self insuring if you have a lot of sales.
trying to file a claim…
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currently wanting to file a claim and this is the website. website keeps refreshing on its own. don’t think i will be using UPS again.
Top Comment: If you aren't the person who shipped the package, contact the person who did. Get them to handle the claim
Does UPS claim work?
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So recently I filed a claim for lost item and was wondering if it will get approved? The tracking page says it was delivered but there is no mention of delivered address (just says the name of the city), and the person who received is not me. I already notified the seller and they came back with a response “ask your neighbor” and told me to deal it with UPS.
Will I be able to get compensation? I am furious.
Also additional question - do you think my package is at an access point? So moment when it was delivered I got a message and it was delivered to a different postal code, but it did not say 'access point', but perhaps this is an access point?
Top Comment: Please make sure to read the common questions. If you are posting tracking info don't include your tracking number as it contains personal information. https://www.reddit.com/r/UPS/about/sticky?num=1 I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.
Just had to file my first ever claim. What are the odds that my package could be found?
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Hi everyone, this is my first time posting here. I mailed a package on March 20th that was supposed to arrive on the 22nd. Since it hadn’t been delivered and the last scan was on the 21st I called customer service, who then advised me to file a claim for the package. This is the first time I’ve ever had to file a claim for a missing package with any carrier. What are the odds that my package will be found and make it to its destination? Is UPS pretty good at finding lost packages? I’d love to hear any stories y’all might have!
Top Comment: Please make sure to read the common questions. If you are posting tracking info don't include your tracking number as it contains personal information. https://www.reddit.com/r/UPS/about/sticky?num=1 I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.
UPS insurance claim experience
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So the UPS ( not post office) damaged my package, after many calls, finally they told me they sent out the check which is 3 weeks ago and I still haven’t received it. For those who already received claims check from ups before. How long does it take for you to get the check?
So I called them and they said if I still have not received it, they can cancel the check and issue a new one but that process will take another 4 to 6 weeks for them to investigate and giving out a new check. Which is ridiculous, it doesn’t take that long to check if the check has been cashed out and to stop the check. I asked them if they have to issue a new check, will they send out with a tracking number. They said they can’t which is very frustrating. At this point, I think they just want to drag out, in hopes I just give up. Guidelines says customer can upload their bank account for a direct deposit but I don’t see the option for me to do that. If anyone wants to share their experience filing a claim with ups, please share, I want to hear.
Top Comment: Ups is the worst for refunding insurance claims I doubt you will ever receive a check.
Does UPS purposely make claims difficult?
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. Attempting to make a claim online, I was initially instructed to call for assistance. However, upon calling, I was redirected to file my claim online instead. In an attempt to connect with customer service for guidance on filing a claim, I encountered the frustrating reality that it was nearly impossible to reach a real person over the phone. The customer service representative informed me that there was no direct phone number specifically for claims. After some persistent searching, I eventually discovered a direct claims number through a Reddit forum. With this newfound information, I proceeded to file my claim. However, I encountered yet another obstacle when I couldn't locate the claim number required to upload my documents. Eventually, I found the claim number in an email, but upon trying to file my documents online, I was informed that it necessitated an UPS account number, which I did not possess. In order to proceed, I reluctantly signed up for an UPS account, only to be informed that the claim did not match the account number provided. Seeking guidance from the claims department, I was advised to fax in the necessary documents, which I promptly did. Unfortunately, there was no response or acknowledgement. Growing increasingly frustrated, I decided to call the claims department to check if they had received the faxed documents. They urged me to mail in the paperwork if I had not heard from them after faxing it in.
This entire process has proven unduly difficult and it appears to be intentionally designed to discourage claimants. There is a lack of any satisfactory explanation for the convoluted systems in place.
I am the shipper of the item.
Top Comment: Please make sure to read the common questions. If you are posting tracking info don't include your tracking number as it contains personal information. https://www.reddit.com/r/UPS/about/sticky?num=1 I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.
What does UPS Claim Department Do???
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Before December 28th, purchased some clothings for my new year vacation starting in 2 days. To ensure I could get my package to have wonderful vacation, I chose to pay $32 for NEXT DAY ARRIVAL. Unfortunately, the money didn't work out this time. I called the customer service for investigation and was hoping they would tell me to pick up my package before going to the airport. But No, they said it's lost and it's going on the claim process. They will send a notification to shipper for more information to process my claim payment.
I wait and wait. One week passed, nothing, so I called UPS again. They want me to contact the shipper and check if they have received the UPS notification and remind them to send back information to UPS. ??? I just don't understand, UPS made a mistake on delivery the package (The customer service admits it), why do customers (Or should I say, victims in this case) work as an AGENT between 2 parties? Isn't it claim department's responsibility to periodically check back with shipper if they received it, after they don't hear back for a while? Do they just sit in the office and send out notifications by licking a button with one finger then sit back and relax?
Also, I was told that claim department can't be directly reached by customers, only can be reached by shippers. If you need any more information about your claim, no sorry, customer service has no more and you can't reach to the claim department directly. INTERESTING
Top Comment:
What more do you want UPS to do? They aren’t going to issue you anything. It’s up to the shipper to reimburse you. What you should have done is contact the shipper to get a refund or replacement once you knew the item was lost.
Help - Seems impossible to file a claim
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The fact that I am on Reddit looking for support it kind of ridiculous, but here goes...
My package was insured and delivered to the wrong address. I am trying to file a claim and finding it near impossible to contact a human to get my issue resolved. Well played on the heavy handed deflection. I have an account number but when I try to file a claim, I am getting the following error (image below). When I try to call the phone redirects me to the online claim center. When I try chat support, its "busy". The text support starts off nice, but I have been at the front of the line for 2 hours. I would reallllly like some help filing a claim. The instructions in the image a followable, but not accurate.
Top Comment: Call 800 742 5877, say returning a call. Ask can you start a driver follow up investigation on the package explain the situation.
Confused about lost package claims procedure
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Situation synopsis: I ordered a large box of baseball cards that was marked as delivered while I was at home. I checked the door within seconds and nothing was there. I checked my security camera feeds and no driver has shown up in weeks. I filed a claim, and the claim was subsequently closed a week later with the explanation "Closed with proof of delivery."
Problem: The "proof of delivery" on the UPS website isn't proof at all. It's just a reiteration of the time the package was marked as delivered and the name of the town it went to. No address, no driver, no picture, nothing. Image here.
Where do I go from here? The seller states that they're not responsible for packages as soon as they're shipped, so I'm assuming this is a recurring issue with sports cards since they're a risky target for rogue drivers looking to flip them. Is UPS seriously just saying "Well, it was marked as delivered so it must have been delivered"? And if so, what's the point of the claims system in the first place?
I've never dealt with this issue before, so I have no idea how this is supposed to work.
Top Comment: The point of the claims system is for the seller, not the buyer. If the seller won’t reimburse you, file a chargeback. If they don’t like it, they can ask UPS to pay them. Up to them.
UPS denied my damage claim due to "insufficient packaging." Am I crazy for thinking no amount of packaging would save a shipment from this level or damage?
Main Post: UPS denied my damage claim due to "insufficient packaging." Am I crazy for thinking no amount of packaging would save a shipment from this level or damage?
Top Comment: They always deny the first claim do you just have to appeal. Show them the load rating and that box is fine for 33 lbs