Claims on UPS.com - Sellers

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REGISTRATION

Registration for UPS.com User ID
Sellers: Support -> File a Claim

Navigate to www.ups.com

If you have an existing ID, log in to file a claim.

Choose Support, File a Claim

Otherwise, select Sign up to register.

Tip: The email address
associated with your UPS
profile must be the same as
your registered eBay email
address.
Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Registration for UPS.com User ID
Sellers: Support -> File a ClaimEnter the required information
Create a Username and Password
Agree to the terms and conditions
Sign Up

8/12/2022

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Starting a Claim
Sellers: Support -> File a Claim

Proceed to Support, File a Claim

8/12/2022

Select Log In To File a Claim

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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LOST PACKAGE FLOW

Lost Package FlowSellers: Support -> File a ClaimStart a New Claim or View claims dashboard
Enter package’s 18-digit UPS tracking number(1ZXXXXXXXXXXXXXXXX), then click TAB

Select ‘Shipper’ from the list of possible roles.
Click ‘Did you ship this package through a thirdparty eCommerce site?’Enter email address, then click TAB
It is critical this information is entered as it determines what you
will see in the dashboard moving forward.

Select ‘This package is lost.’

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Lost Package FlowSellers: Support -> File a Claim

Select the scenario that best describes why you
can’t locate the package.

Enter package details: described theitems lost, number of items lost, andvalue of each item. Check the box toindicate whether the package
contained personal medical items orto provide additional documentation(e.g. an order confirmation, receipt,or invoice).
Enter additional items forthis claim here.
Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Lost Package FlowSellers: Support -> File a Claim

Base transportation charges will be included withthe cost of the item.
Shipping Charges will be the base amount originally paid to UPS to transport the items. The charges will not include costs for additional
services (e.g., Signature Required).

If a replacement has not been sent, check ‘No’

If a replacement has been sent, check ‘Yes’
and provide the tracking number of thereplacement.

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

9Lost Package FlowSellers: Support -> File a Claim

Fill out alternate
payment recipient(e.g., the seller)
with your name andaddress.

Fill out contact
information for theclaim if not
populated.

This is very important
to ensure the check issent to correct
responsible party.

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Lost Package FlowSellers: Support -> File a Claim

Include the mail, fax, or e-mailaddress(es) as additional
contact point

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Lost Package Flow
Sellers: Support -> File a Claim

Review and confirm details andSUBMIT lost package claim.

Please ensure the Alternate
Payment Recipient information isfilled in correctly. This ensures theresponsible party will receive thecheck for the claim.

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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DAMAGED PACKAGE

Damaged Package FlowSellers: Support -> File a ClaimEnter package’s 18-digit UPS tracking number(1ZXXXXXXXXXXXXXXXX), then click TAB

Select ‘Shipper’ from the list of possible roles.
Click ‘Did you ship this package through a third
party eCommerce site?’Enter email address, then click TAB
It is critical this information is entered as it determines what you will see inthe dashboard moving forward.

Select ‘This package is damaged.’
Select the option that best describes thesituation. (If no, they will not be able to file the claim

until the contents and packaging are available for inspection.)
Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Damaged Package FlowSellers: Support -> File a ClaimEnter package details: described theitems damaged or missing, number ofitems and cost per item. Add additional
items to the claim as needed.

Base transportation charges will be included withthe cost of the item.
Shipping Charges will be the base amount originally paid to UPS to transport the items. The charges will not include costs for additional
services (e.g., Signature Required).

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Damaged Package FlowSellers: Support -> File a Claim

Indicate whether package contains
firearms, hazardous materials, orunknown chemicals.
Indicate whether package can be safely
re-sealed and transported.
Select the current location of the package

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Damaged Package Flow
Sellers: Support -> File a Claim

Click all that apply

Upload 7 Photos of your Package(one photo for each category - uploading
photos can be done within 10 days of filing)

Select package type information
Select package sealed
Select packaging material
Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Damaged Package Flow
Sellers: Support -> File a Claim

Fill out alternate
payment recipient(e.g., the seller)
with your name andaddress.

Fill out contact
information for theclaim if not
populated with thecorrect information.

This is very importantto ensure the check issent to the correct
responsible party.

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Damaged Package Flow
Sellers: Support -> File a Claim

Include the mail, fax, or e-mailaddress(es) as additional
contact point

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Damaged Package FlowSellers: Support -> File a Claim

Review andconfirm details
and SUBMIT.

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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REVIEWING CLAIMS IN THE
DASHBOARDDashboard Review
Sellers: Claims Dashboard
Once a claim is submitted, you can access the Dashboard to follow the progress of the claim

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Dashboard Review
Sellers: Claims Dashboard
Check Claim Status byEntering the tracking
number or claim number

Set Preferences

See Total Claims, In Progress,
Approved and Closed

Start a Claim
Quick filter by Claim # orTracking #Export the Data in view

Clicking on the Headers
will resort the data

View detail of the claim

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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View Detail
Sellers: Detail View of Claim
When you View Detail on a Claim, depending on the Claim Status, you will have different options for uploading
documents. You can always ‘View Notification’ for further explanations
1. Claim Issued – Upload Payment Documents
2. Claim Not Approved – Dispute Claim
3. Package Search in Progress – Upload Supporting Documents
4. Damage Under Review – Upload Supporting Documents

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Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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CLAIM ISSUED – DAMAGEDPACKAGEView Detail – Claim Issued – Damaged Package
Sellers: Upload Payment Document
Claim Issued status requires the Upload Payment Document
Select View Detail

Choose Upload Payment Document

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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View Detail – Claim Issued – Damaged Package
Sellers: Upload Payment Document
Select the box to agree to thetechnology agreement. Then choose
Next.

Update therequired
information.
Check the box for
Reimburse
transportation
charges.
Choose Next

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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View Detail – Claim Issued – Damaged Package
Sellers: Upload Payment Document

Confirm all the information is accurate
and choose Submit.

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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CLAIM ISSUED – LOSSPACKAGE

View Detail – Claim Issued – Loss PackageSellers: Update Claim
Claim Issued – Loss Package requires updated information in order to process the claim
Select View Detail‘Your Next Steps’describe whataction needs to betaken.
Choose Update thisClaim to update theinformation.

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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View Detail – Claim Issued – Loss Package
Sellers: Update Claim

Ensure all merchandise is listed andanswer if a replacement shipment has
been sent, then choose Save.

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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View Detail – Claim Issued – Loss Package
Sellers: Upload Payment Document
If you choose Upload Payment Document, you may be asked to Add Claims Documents. You canalso download a copy of the Claim Payment Form here to upload later.

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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View Detail – Claim Issued – Loss Package
Sellers: Upload Payment Document
Select the box to agree to thetechnology agreement. Then choose
Next.

Update therequiredinformation.
Check the box for
Reimburse
transportation
charges.
Choose Next

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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View Detail – Claim Issued – Loss Package
Sellers: Upload Payment Document

Confirm all the information is accurateand choose Submit.

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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CLAIM NOT APPROVED

Claim Not Approved
Sellers: View Detail for further information
Choose View Detail
The Claim Detail provides Next Steps
View Notification to get details on the inspection

You can Dispute this Claim by choosing theoption at the bottom of the page

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Claim Not Approved
Sellers: View Notification for detailed information regarding the inspection / claim
Choose View Notification

The notification describes the results of theinspection.

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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Claim Not Approved
Sellers: Dispute the Claim
Choose Dispute Claim
Select the Reason for
the Dispute andEnter all required
information.

Choose Submit
Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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CLAIM NOT APPROVED –INSUFFICIENT
MERCHANDISE
DESCRIPTION

Claim Not ApprovedSellers: View Detail for further information
Choose View Detail
The Claim Detail provides Next Steps
View Notification to get details on this claim
Dispute the Claim to Reopen

Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.© 2021 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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