Why Claims Get Denied (And How to Beat the Statistics)
UPS processes approximately 1 million claims per year. FedEx and USPS handle similar volumes. Of these, a significant percentage are denied — not always because the carrier wasn't at fault, but because the shipper didn't provide adequate documentation, missed a deadline, or failed to retain the original packaging for inspection.
The claims process is not designed to be easy. Carriers are motivated to minimize payouts, and their claims procedures place the burden of proof squarely on the shipper. This guide gives you exactly what you need to file a complete, defensible claim.
Before You File: What You Must Preserve
The moment you receive a damaged shipment — or realize a shipment is lost — start your documentation chain:
- Keep all original packaging: The box, all cushioning, any interior packaging. Do not discard anything. Carriers may request a physical inspection of the packaging as a condition of the claim. Throwing away the box is the single most common reason claims are denied.
- Photograph everything immediately: Take photos of the outer box (showing all 6 sides), any damage to the box, the inner packaging, and the damaged item itself from multiple angles. Time-stamp your photos.
- Get the recipient to document damage immediately: If you're the shipper and the recipient received damaged goods, they need to document damage at delivery — not three days later. A recipient who signs the delivery receipt without noting damage will face additional hurdles.
- Note the tracking number, ship date, and delivery date: These anchor your claim to the specific shipment.
Claims Filing Deadlines by Carrier
Filing late is an automatic denial. Know your deadlines:
| Carrier | Damage Claims | Loss Claims | Notes |
|---|---|---|---|
| UPS | 60 days from delivery | 60 days from ship date | File ASAP — investigation requires physical packaging |
| FedEx | 60 days from delivery | 60 days from ship date | FedEx requires you to retain packaging for 21 days |
| USPS | 60 days from mailing date | 60 days from mailing date | Priority Mail: file within 21 days for fastest resolution |
| DHL | 30 days from delivery | 120 days from ship date | International claims have separate deadlines |
Don't wait until day 55. File as soon as possible. Earlier claims have better outcomes because packaging is intact, driver recollections are fresher, and the carrier can investigate while evidence exists.
How to File: Step by Step for Each Carrier
UPS Claims
- Go to ups.com/claims → Start a Claim
- Enter the tracking number and select claim type (damage, loss, missing contents)
- Upload photos of damage and packaging
- Upload proof of value (invoice, receipt, or online listing showing item value)
- Submit and receive a claim number. UPS typically investigates within 8–10 business days.
FedEx Claims
- Go to fedex.com/claims
- Log in to your FedEx account (strongly recommended — claims linked to accounts are tracked and escalated more easily)
- Enter tracking number, claim type, and damage details
- Attach photos, invoice, and any repair estimates
- FedEx sends an acknowledgment and typically resolves within 5–7 business days
USPS Claims
- Go to usps.com/help/claims.htm or file at your local post office
- Online filing available for Priority Mail, Priority Mail Express, and insured packages
- USPS process is slower: expect 5–10 business days for an initial response, with full resolution sometimes taking 30–45 days
- For denied claims, file Form 843 (Claim for Refund) as an appeal
Documentation That Strengthens Your Claim
A strong claim file includes:
- Original commercial invoice or purchase receipt proving the item's value. Claims are limited to the lesser of declared value or documented value.
- Replacement cost estimate: For damaged items, a quote from a retailer showing the current replacement cost strengthens the payout amount.
- Repair estimate: For items that can be repaired, a professional repair quote. Carriers can choose to pay repair cost rather than replacement cost.
- Photos demonstrating adequate packaging: This directly addresses the most common denial reason. Photos showing 3+ inches of cushioning, proper sealing, and intact outer box before shipment are ideal.
- Email or message records: If the recipient communicated damage immediately upon delivery, those records support the timeline.
When Your Claim Is Denied: The Appeal Process
First-level denials are common. Don't accept them without appealing:
- Request the specific reason for denial in writing. "Inadequate packaging" is a reason that requires them to define what was inadequate.
- Gather counter-evidence: If denied for inadequate packaging, document that your packaging met the carrier's own published guidelines (available on each carrier's website).
- Escalate to the carrier's claims resolution department. All carriers have a second-level review process. Request escalation explicitly.
- File with your state's insurance commissioner if the carrier's declared value coverage was sold to you and the denial seems improper.
- Small claims court for shipments under $10,000 — carriers typically settle rather than appear in court.
Best Practices to Win More Claims Going Forward
- Always photograph packages before sealing for shipments over $100 in value
- Use double-boxing for fragile or high-value items — demonstrates packaging care
- Consider third-party insurance for items over $300 — easier claims process and better rates
- Keep all receipts and invoices for items you ship regularly
- Add declared value for items over $100 — the base $100 coverage rarely covers full replacement cost
Bottom Line
Winning shipping claims requires preparation that starts before you ship, not after the damage is discovered. Document your packaging, keep all receipts, file quickly, and don't accept first-level denials without appealing. Use our shipping calculator to build declared value costs into your shipping rates, or compare carrier reliability and damage claim rates before choosing your primary carrier.