Advising Customers: What to Do When A UPS Package is Lost (2024)

E-Commerce Logistics

Advising Customers: What to Do When A UPS Package is Lost (1)

Anthony Robison

CEO & Founder

Advising Customers: What to Do When A UPS Package is Lost (2)

Anthony Robinson

Founder & CEO @ ShipScience

Advising Customers: What to Do When A UPS Package is LostLosing a package can be a frustrating experience, especially if it’s important or expensive. If you or a customer notices a UPS package is lost, don’t worry. There are steps they can take to locate it or get a refund. Additionally, there are steps you can take to better secure your shipments before they’re shipped.Understanding UPS package trackingTell your customer to log into their UPS account and view the status of the shipment, including its current location and any delays or delivery attempts. They should note this information so they can provide it to UPS customer service if needed.It’s important to keep in mind that sometimes tracking information may not be updated in real-time. This can happen due to various reasons such as technical glitches or delays in scanning packages. If tracking information hasn’t been updated for a while, don’t worry just yet. Tell your customer to give it some time and check back later. If they still don’t see any updates, then it’s time to contact UPS customer service for assistance.How to check the status of a lost UPS packageIf a package hasn’t arrived by the expected delivery date and is marked as ‘delivered’ on the tracking information, it’s possible that it was delivered to the wrong address or stolen. When your customer contacts you, be sure to confirm the address they provided. If the address they provide matches what you have, they should file a claim with UPS.It’s important to note that UPS may take up to 8 business days to investigate a lost package claim. During this time, they will attempt to locate the package and determine if it was lost or stolen. If the package is found, it will be delivered to the recipient. If it is deemed lost or stolen, UPS will reimburse the sender for the value of the package.To prevent lost or stolen packages in the future, your customer should consider using UPS My Choice. This service allows customers to track packages, receive delivery alerts, and even redirect packages to a different address or UPS location for pickup. Additionally, a customer can require a signature for delivery to ensure their package is received by the intended recipient.Common reasons why UPS packages get lostThere are several reasons why packages can go missing or get delayed during transit. These may include incorrect or incomplete addresses, missing or damaged labels, weather-related delays, and lost packages while in transit between facilities. It’s important to ensure that the packages you send are properly labeled and addressed to the correct recipients.Another common reason why UPS packages may get lost is due to theft. Unfortunately, package theft is becoming more common, especially during the holiday season. Thieves may follow delivery trucks and steal packages from doorsteps or porches. To prevent package theft, advise your customers to have their packages delivered to a secure location, such as a workplace or to a neighbor who is home during the day.What your customer should do if their UPS package was stolenIf a customer reports a package you sent was stolen, they should file a claim with UPS. They should also consider filing a police report, depending on the value of the package. The customer should keep any evidence or documentation of the theft to support their case.It’s important to note that UPS may require a waiting period before initiating the claims process. This waiting period can vary depending on the type of package and the shipping service used. Your customer should ask UPS customer service about any waiting periods that may apply to their situation.How to file a claim for a lost UPS packageTo file a claim with UPS, your customer will need to provide the tracking information, as well as any additional documentation related to the shipment, such as invoices or receipts. UPS will investigate the claim and may ask for additional information or evidence. If their claim is approved, they may be eligible for a refund or replacement for the lost package.It’s important to note that there are certain limitations and restrictions when it comes to filing a claim for a lost UPS package. For example, UPS may not be liable for packages that were lost due to natural disasters or other uncontrollable events. Additionally, there may be a time limit for filing a claim, so it’s important to act quickly if a package is lost.Tips for preventing lost UPS packages in the futureTo reduce the risk of lost packages, make sure to properly label and address your shipments. Your customers should consider signing up for UPS My Choice, which allows them to track their packages and manage delivery options, such as rerouting or rescheduling deliveries. They can also opt for signature confirmation to ensure that their package is received by the intended recipient.As the shipper, another way to prevent lost packages is to package your items securely. Use sturdy boxes and packing materials to protect your items during transit. Fragile items should be wrapped in bubble wrap or other protective materials to prevent damage. Additionally, make sure to remove any old shipping labels or markings on the box to avoid confusion during delivery.If you frequently ship packages, it may be helpful to establish a relationship with your local UPS store or drop-off location. They can provide guidance on proper packaging and labeling, as well as offer additional services such as insurance and package tracking. By working with a trusted shipping partner, you can help ensure that your packages arrive safely and on time.Understanding UPS insurance options for lost packagesIf you’re shipping something valuable or important, consider adding insurance to your package. UPS offers a range of insurance options to protect your shipment in case of loss or damage. You can select the amount of coverage you need when preparing your package for shipment.It’s important to note that UPS insurance only covers the declared value of the package, which is the cost of the item being shipped. It does not cover any sentimental or emotional value attached to the item. Additionally, certain items may not be eligible for insurance coverage, such as antiques, artwork, and jewelry. It’s always a good idea to check with UPS to see if your item is eligible for coverage before shipping.What happens after you or a customer files a claim with UPS?After you submit a claim with UPS, the company will investigate the report and may ask for additional information or evidence. If your claim is approved, you’ll receive a refund or shipment replacement depending on the terms of your claim. If your claim is denied, you’ll receive a letter explaining the reason for the decision.It’s important to note that the time it takes for UPS to process your claim can vary depending on the complexity of the case and the amount of evidence provided. In some cases, it may take several weeks for a decision to be made. Additionally, if you need to file an appeal for a denied claim, the process can take even longer. It’s best to be patient and provide as much information as possible to help expedite the process.How long does it take for UPS to resolve a lost package claim?The claims process can take several weeks to complete, depending on the complexity of the case and any additional information needed. UPS aims to resolve claims as quickly as possible but may take longer if there are delays or high demand for claims processing.During the claims process, UPS may request additional documentation or evidence to support the claim. This can include proof of the item’s value, proof of purchase, and evidence of the package’s contents. Providing this information promptly can help speed up the claims process.If the claim is approved, UPS will typically issue a refund or reimbursem*nt within 7-10 business days. However, if the claim is denied, the customer may need to provide additional information or appeal the decision, which can further prolong the process.Alternatives to UPS: other shipping options to considerIf you’re unhappy with UPS or want to explore other shipping options, consider using a different carrier, such as FedEx or USPS. Each carrier offers different pricing and delivery options, so you can select the one that best suits your needs.Overall, losing a package can be stressful, but there are ways to mitigate the risk and recover your shipment. By understanding the tracking process, filing a claim, and taking steps to prevent future losses, you can protect your packages and ensure they arrive at their intended destination.Another alternative to consider is using a local courier service. These services often offer same-day or next-day delivery options, which can be useful for urgent shipments. Additionally, they may have more personalized customer service and be able to accommodate specific delivery requests.If you frequently ship large or heavy items, you may want to consider using a freight shipping service. These services specialize in transporting oversized or bulky items and can often offer more competitive pricing for these types of shipments.Interested in learning more about shipping smarter? Download our free e-book “Ship Smarter” today to get started._________________________________________________________________________Anthony Robinson, CEO and Founder of ShipScience, leverages his prior e-commerce success to address shipping challenges. With experience in parcel logistics, he applied his innovative practices before creating ShipScience. Today, ShipScience exists as a tool designed for e-commerce businesses to streamline their shipping processes efficiently.

Advising Customers: What to Do When A UPS Package is Lost (2024)
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