If you have ever received packages by the UPS, for the most part, you will probably have received them on time. Or if you ever decided to send some package through UPS, then similarly, for the most part, they will deliver properly.
There are cases however, when even though you have the correct address on the package, and even though the tracking system says that the package was delivered successfully, there is still nothing at your front door or porch. It can be a very frustrating experience, and one that leaves you wondering about what ever happened to that “lost package.”
In this article, hopefully we will be able to shade some light on this issue, and help you retrieve your package. Keep on reading and I hope by the end of going through all the possible reasons of why your package was not arrived (and what to do in each case,) you will be able to have some tangible next steps.
What To Do If UPS Says Your Package Was Delivered (Even Though It Was Not)
If your driver has completed the delivery, then then tracking system for the package will indicate where exactly it was left (for example, in the front door, at the porch etc.) Shipments that do not require someone to leave a signature for the package, can be delivered to any area around the home at the discretion of the driver.
If however the system indicates, that your driver completed the delivery and received a signature then it is possible that some neighbor or nearby resident signed for the package. Even in that case however, the UPS system will indicate the exact area where the shipment was left. So make sure to check with other residents at your address, nearby neighbors or anyone whom you think would have known anything about the missing package. Something to keep in mind is that sometimes, drivers will use plastic bags in order to protect your package/parcel from the rain. So if be on the lookout for anything that is wrapped up in a plastic bag around your address.
Who To Call If Your UPS Package Is Not Delivered
If you have confirmed that both tracking says the package was delivered, and there is indeed no package around your home, the next step would be to reach out to UPS directly. They are always going to ask you to confirm that the UPS package never arrived and from there, they will ask you about the tracking information for the package. So make sure to have that handy, in order to be over to pass it on to the UPS customer service agent you will be speaking with on the phone.
Generally, speaking, you will be asked to provide the customer service agent with a contact number they can reach out at, right after they have started investigating//researching for the lost package. In some cases, they might even be able to reach out to the driver directly, in order to confirm whether there was a delivery made or not.
Just so you are aware, there is no case in which a driver would disclose that they have completed delivery, without them actually doing so. Management is able to track from the GPS on the scanning device, where the delivery took place once there is confirmation of delivery. So whenever some package is not delivered, it is usually due to a technical issue with the tracking system or something that relates to delivering to the wrong address.
Can UPS Find Your Lost Package?
It is in the best interest of the UPS to find your lost package. That is because it usually will involve several people as part of the research for the package, and therefore they will want to close the case as soon as possible. Once they have reached out to the driver, and after the driver confirms that there is no package that was accidentally left in the truck, there will be an investigation that starts from there.
From the time when the investigation begins, you will probably need to wait approximately 7 days in order to hear further from them and to proceed to your next step from there. Your next step would include opening a Missing Mail case. For the most part, missing mail cases involve packages or parcels that were scanned but not put on the vehicle for delivery. Those cases where mail slipped through the crack or when the package was not delivered on time are usually very rare.
Keep in mind that porch pirating is becoming a big issue for package deliveries, leading federal authorities to get involved.
What Happens If UPS Loses Your Package?
If the UPS did in fact lose your package, as mentioned earlier, they will do everything possible to try and retrieve it. They may or may not be liable for the package being lost. It all depends on whether or not you (or the sender) invested in insurance.
For the most part, the UPS will keep looking for your package and the fact that your package is missing, does not mean that it ever gets deleted from the system. And if at any point they do happen to find it, you will be alerted and be able to track it from there.
The only other option you have at this point, is to file a claim with the UPS, if you purchased insurance. Here is a helpful video to help navigate you on how to file a claim with UPS.
Filing a claim involves a 3 step process which you can find below:
- Provide package details. It will be important for you to provide UPS as much detail as possible that relates to your package. The following list is a helpful guide for the basic information that you will need to fill out:
- Consignee contact information: This will include the name, phone number and e-mail address. This will help UPS request additional information, give you status updates and even keep you updated on the next steps throughout the course of the claims process.
- Pickup date
- Package weight
- Description of the problem
- Number of lost or damaged items
- Tracking/Reference number
- Merchandise value and currency
- Identify your role. What this requires, is that you disclose your relationship to the package. For example, are you the sender, receiver a shipper’s appointed representative or some other third party.
In order to help address your claim, it would be a good idea to send in not only required package information but also additional supporting documentation. Additional supporting documentation includes:
- Merchandise description. Try and be as specific as possible when providing the UPS with merchandise descriptions. Examples of such descriptions are receipts, invoices, purchase orders and any other documentation that will specifically identify the merchandise.
Photo documentation. You can upload photos of damaged packages and contents, the interior of the original box, cushioning, packaging material, shipping label with the tracking number, BMC and the dimensions of the box.
FAQ On Packages That Are Not Delivered By UPS
When can you report a problem with your package?
Make sure to refer to the terms and conditions from the shipping country of origin to get more information on reporting a damaged package, package loss or any uncollected C.O.D payment. The terms and conditions will contain the most accurate information on the time frame in which you initiate a claim.
How long will the claim process take?
Once your claim (including all your supporting documentation has been filled,) it will take an average of 10 days. In order to help you expedite the process, make sure you are as specific as possible when providing merchandise description. If your claim includes a damaged item, you will have the option of providing photo documentation.
How long will UPS take in order to investigate the damage or find your lost package or uncollected C.O.D?
The investigation will take approximately 10 business days. When you report the damaged package, once all important information has been filled out it will generally take 10-15 business days in order to complete a claims investigation (depending on the country you reside in.) The lack of merchandise description can definitely extend the time of the investigation.
What To Do Once UPS Sends You A Damage/Loss Notification
There are 2 steps you can take:
Complete the process online. From the claims dashboard, you can check the status of your claim. View the details of your claim, make any updates requested and make sure to send your changes.
Complete the process offline. This one is more complicated and requires the following 3 step process.
- Fill out the Request for Claim Payment form using black ink. Make sure to provide the lesser of the purchase price that was paid by the consignee, the actual cost, the replacement cost (if the merchandise can be replaced,) or repair cost of the merchandise (if it can fixed.) You can also request that UPS reimburses the transportation cost.
- Attach a copy of the original invoice
- Send the bar-coded Request for Claim Payment form as a fax cover page, along with required documents listed, to the fax number on the Damage/Loss Notification letter.
Where To Send The Payment For The Claim That Was Sent
Claim payments can be sent to the address that is on file with UPS for the shipper of record or the shipper of record’s specified payee. If EFT is what is selected, then claim payments will be deposited directly into the bank account that is provided.
Using A Virtual Mailbox Alternative
Depending on your location and how accessible it is from the UPS, this issue may come up once in a while. Especially if you live in a more rural area or at a residence where the entrance is not all that clear, then it is possible for the UPS driver to get confused and misplace the item he/she is delivering.
The best way to make sure that you will always get your mail 100% of the times, is to take advantage of a virtual address location. These are located in warehouse centers, where mail carriers frequently deliver mail. Also, there is usually on-site personell that is able to receive mail and make sure that it is all added into the mailbox properly for you to be able to access.
Virtual mailboxes come with another perk; that is the ability to access your mail virtually. All you need to do is log into your virtual mailbox account, and you will be able to access all your mail digitally. Mail pieces will come in the form of an image of the exterior of your envelope, while for packages, there will be images of them added into your account. If you need to have some letter or piece of mail from your envelope scanned, you can request that as well.
A final perk is the ability to ship mail/packages to your location with up to 80% discounted retail shipping rates. If you have multiple mail items, you can even bundle those mail pieces together in order to save more on shipping.
US Global Mail has been the leader in virtual mailboxes since 1999. To learn more and to get started for free, click here.