UPS lost or damaged your package — or denied your claim. Here's how to escalate with a formal demand letter that forces a resolution, including the complete template, the UPS claims process, and your options if UPS won't pay.
Table of Contents
- Understanding Who Has the Claim
- Step 1: File a UPS Claim First
- UPS Demand Letter Template
- Carmack Amendment: Your Federal Legal Basis
- Small Claims Court for UPS Disputes
- FAQs
- Related Guides
- UPS Claim Filing: Step by Step
- UPS Declared Value vs. Insurance
- UPS Money Back Guarantee for Late Deliveries
- UPS Demand Letter Template
- FAQs
Understanding Who Has the Claim
This is the most important thing to understand about UPS disputes:
| Scenario | Who Files the Claim |
|---|---|
| You shipped the package (sender) | You — the shipper/sender |
| You received a package that was damaged | The sender/shipper (you'd contact the sender to file) |
| You received a package that was lost | The sender/shipper |
| You paid for shipping insurance | Whoever purchased the insurance |
Exception: UPS allows receivers to file claims in some situations. But in most cases, the shipper's account is the one through which the claim must be filed.
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Step 1: File a UPS Claim First
Before sending a demand letter, exhaust the official UPS claim process:
- Go to ups.com/claims or call 1-800-742-5877
- Submit within these windows:
- Lost packages: Report after 24 hours; file claim within 9 months of shipment date
- Damaged packages: Report within 60 days of delivery
- Provide: tracking number, description of contents, value, proof of value (invoice), photos of damage
- UPS investigates within 8–10 business days after claim filing
Document your claim number and all UPS responses.
UPS Demand Letter Template
Use this after UPS denies, underpays, or ignores your claim:
[Your Name / Business Name]
[Your Address]
[City, State, ZIP]
[Account Number if applicable]
[Date]
UPS Customer Relations / Claims Department
55 Glenlake Parkway NE
Atlanta, GA 30328
Also send to UPS Claims:
P.O. Box 894820
Los Angeles, CA 90189-4820
Re: Formal Demand — Lost/Damaged Package
Tracking Number: [1Z...]
Shipment Date: [date]
Declared Value / Insurance: $[amount]
Claim Number: [number from UPS claims portal]
Amount Demanded: $[amount]
To Whom It May Concern:
I am formally demanding payment for the above lost/damaged shipment
following UPS's denial/underpayment of my claim.
**SHIPMENT DETAILS**
I shipped a package via UPS [Ground / Next Day Air / 2nd Day Air] on
[date] from [origin] to [destination]. Tracking number: [1Z...].
I paid $[shipping fee] and [declared a value of $[amount] / purchased
declared value coverage of $[amount]].
**WHAT HAPPENED**
[Choose:]
LOST PACKAGE:
As of [date], this package has not been delivered to the recipient at
[destination address]. UPS tracking shows [last tracking event — e.g.,
"in transit" since [date] / "delivered" but recipient confirms non-receipt].
I filed a UPS claim on [date] (Claim #[number]).
DAMAGED PACKAGE:
The recipient received this package on [date] in damaged condition.
The outer packaging was [describe — "crushed / torn / soaked"]. The
contents — [describe item] valued at $[amount] — were [broken / shattered /
damaged]. I/the recipient documented the damage with photos immediately
upon delivery (enclosed).
I filed a UPS claim on [date] (Claim #[number]).
**UPS'S RESPONSE:**
UPS [denied my claim on [date] stating [reason] / has not responded
within 10 business days / offered only $[X], which does not cover the
full value of my loss].
**WHY THE DENIAL IS IMPROPER:**
[Choose applicable:]
VALUE DOCUMENTATION PROVIDED:
I provided the original invoice/receipt showing the value of $[amount].
UPS's denial for "insufficient documentation" is improper — the invoice
clearly establishes value and was submitted with my claim.
PROPER PACKAGING:
The package was packaged in compliance with UPS's packaging guidelines.
[Describe packaging — "double-walled box with 3 inches of cushioning."].
UPS's denial citing "inadequate packaging" is without basis.
INSURANCE PURCHASED:
I paid for declared value coverage of $[amount]. UPS's failure to honor
this coverage constitutes a breach of contract. My payment for declared
value is a contract for coverage — you cannot deny a properly documented claim.
CARRIER NEGLIGENCE:
The package was received in good condition by UPS and damaged/lost in
transit. The burden to prove the damage was not UPS's fault lies with UPS
as the carrier under the Carmack Amendment (49 U.S.C. § 14706).
**CARMACK AMENDMENT NOTE:**
Interstate shipments are governed by the Carmack Amendment to the
Interstate Commerce Act, which provides that a carrier is liable for
actual loss or damage to goods in transit unless the carrier can prove:
(1) The goods were not in its possession at the time of damage
(2) The damage resulted from an act of God, public enemy, shipper's
own act, or inherent vice of the goods
UPS cannot meet this burden here. I am entitled to $[amount] under
Carmack and under the declared value coverage I purchased.
**DEMAND**
I demand payment of $[amount] within 14 days.
If not resolved by [date]:
1. I will file a claim in Small Claims Court under the Carmack Amendment
and state contract law for $[amount] plus court costs
2. I will file a complaint with the FTC at reportfraud.ftc.gov
3. I will file a complaint with the Surface Transportation Board
(for interstate shipments)
4. I will dispute the shipping charge with my credit card issuer
This letter is sent by USPS Certified Mail, Return Receipt Requested.
Sincerely,
[Signature]
[Printed Name]
[Phone / Email]
Enclosures:
- UPS claim documentation and denial
- Original invoice / proof of value
- Photos of damaged packaging and contents
- Proof of declared value purchase
Carmack Amendment: Your Federal Legal Basis
The Carmack Amendment (49 U.S.C. § 14706) governs interstate shipping by common carriers:
- Carrier liability: UPS is liable for actual loss from pickup to delivery
- Burden of proof: Shipper proves: goods tendered in good condition + goods damaged/lost + amount of damages. Then burden shifts to UPS to prove an exception applies
- Limitations: Declared value coverage limits apply; some exclusions for high-value items
This federal law applies to UPS, FedEx, and USPS interstate shipments.
Small Claims Court for UPS Disputes
If UPS won't pay:
- File in your county small claims court
- Amount: The declared value you purchased (or actual value if no declared value, up to coverage limit)
- No lawyer needed
- What to bring: Shipment records, insurance purchase proof, claim documentation, denial letter, demand letter
FAQs
Q: I didn't purchase additional declared value. Am I limited to $100? A: UPS's default liability is $100 per package without declared value. However, if UPS was clearly negligent, you may be able to argue higher damages. For packages worth more than $100, always purchase declared value.
Q: The receiver broke the package while opening it. UPS is blaming them. What do I do? A: Get statements from the recipient and photos showing the packaging was already damaged before they opened it. Packaging damage (denting, crushing) visible before opening is evidence of carrier damage, not recipient damage.
Q: My claim is several months old. Is it too late? A: Claims must be filed within 9 months of shipment for lost packages. Appeals and lawsuits have longer windows. If you're past 9 months, it may be too late for the formal claim process.
Related Guides
→ Generate your UPS claim demand letter now
Last updated: June 2026. Informational only — not legal advice.
UPS Claim Filing: Step by Step
File at: ups.com → "Shipping Support" → "File a Claim"
Or call: 1-800-742-5877
Filing deadlines:
- Damaged packages: 60 days from delivery date
- Lost packages: 60 days from scheduled delivery date
- UPS SurePost / economy services: Different timelines — check your receipt
What you need:
- Tracking number
- Shipper and recipient information
- Description of items and their value
- Photos of damaged packaging (take before unpacking damaged items)
- Proof of value (receipt, invoice, or appraisal)
Document everything before calling: Screenshot the tracking history showing the package's last known status.
UPS Declared Value vs. Insurance
UPS distinguishes between "declared value" and insurance:
| Coverage | UPS Default | With Declared Value Paid |
|---|---|---|
| Package value covered | $100 | Up to declared amount |
| Cost | Included | Additional fee per $100 declared |
| Max coverage | $100 | $50,000 standard; higher with special services |
Critical: UPS does NOT provide "insurance" — they provide declared value coverage, which limits their liability. If you shipped without declaring additional value, your claim is limited to $100 regardless of actual item value.
For high-value shipments: Always purchase additional declared value at the time of shipping.
UPS Money Back Guarantee for Late Deliveries
UPS Express services (UPS Next Day Air, 2nd Day Air, 3 Day Select) include a Money Back Guarantee for late deliveries:
- Request window: Must be requested within 15 calendar days of scheduled delivery date
- How to request: 1-800-742-5877 or ups.com → "Billing Center" → "Request a Refund"
- Applies to: Shipping charges only — not the value of the package
- Does NOT apply: Weather delays, incorrect address, recipient unavailable, other UPS exceptions
If UPS denies your money-back guarantee request improperly, include this in your demand letter with the original scheduled delivery date, actual delivery date, and proof that no exception applied.
UPS Demand Letter Template
[Your Name / Business Name]
[Your Address]
[Date]
UPS Customer Service / Legal Claims
55 Glenlake Pkwy. NE
Atlanta, GA 30328
Re: Formal Demand — Claim Dispute
Tracking Number: [1Z XXXXXXX]
Ship Date: [date]
Scheduled Delivery: [date]
Actual Delivery / Status: [describe]
Claim Number (if filed): [XXXXXXX]
Amount Demanded: $[amount]
To Whom It May Concern:
I am formally demanding resolution of the above UPS claim, which
has been [denied / underpaid / not resolved after [X] days].
[FACTS AND ISSUE — insert specific facts of your situation]
[PRIOR ATTEMPTS — list dates and reference numbers of prior contacts]
DEMAND: Payment of $[amount] within 14 days.
If not resolved:
1. I will dispute credit card charges as services not delivered
2. I will file in [County] Small Claims Court against UPS, Inc.
(Registered Agent: CT Corporation System — check your state)
3. I will file a complaint with the Better Business Bureau
[Signature / Contact]
Enclosures: [tracking printout, photos, proof of value, prior claim denial]
FAQs
Q: UPS claims the package was delivered but I never received it. What do I do? A: File a "missing package" claim immediately. UPS will investigate by checking GPS data from the delivery scan, reviewing the driver's delivery record, and potentially interviewing the driver. If investigation confirms non-delivery, UPS should process your claim. If they maintain it was delivered, escalate with your demand letter and potentially credit card dispute.
Q: The shipper (not me) filed a claim with UPS. Can I file separately? A: The primary right to file a UPS claim belongs to the shipper (person who paid for shipping). As the recipient, you can receive the payment if the shipper assigns their claim to you. Contact the shipper to ensure the claim is pursued and the funds distributed to you appropriately.
Q: UPS says my packaging was inadequate. How do I dispute this? A: Request UPS's specific packaging standards documentation. If your packaging met their published standards (available on ups.com), state this in your demand letter. UPS bears the burden of showing your packing actually caused the damage, not just asserting it.
→ Generate your UPS demand letter now — free
Last updated: June 2026. Informational only — not legal advice.