What documents do I need to submit a lost or damaged claim with UPS?


To make the claim process as quick as possible, UPS suggests a customers process to provide some supporting documents along with claims. Lets make sure that you have all the required documents or details before start the claim process. This articles help you to arrange the required supporting documentation for claim.

In need of a managed solution?

Look for info at the bottom of this article for more information on the lost and damage service by Share a Refund.

Want to submit on your own? Grab a cup of coffee and proceed to Start A Claim on the UPS website. Estimated time: 20 minutes.

Supporting Documents Required for UPS lost or damaged(LDS) Claims

Supporting documents required include:

  • Merchandise Description: Be as specific as possible when providing merchandise descriptions, including but not limited to, product name, brand name, serial numbers, size, color, and quantity. This maybe different according to category of products/Items packed. for example:
    1. Clothings: Brand, Colour and Size of Item
      • For example Cotton suit set, L size, dark black.
    2. Health and wellness products: Brand, Prod. Name, Prod. Size, Box Type
      • For Example: 50 Natural Vitamin E, 5, 000 IUML, 300 softgels
    3. Electronics: Item Number, Brand Name, Model, Product Number, ID Number, Serial Numbers
      • For Example: Dell ThinkPad 550 14.6″ Laptop, Win 11, Intel Core i5-8130U Dual-Core Processor, 8 GB RAM, 500 GB HDD – Coal Black
  • Photos of package and damaged contents (if applicable).
    1. During this process, different photos will be requested:
      • A photo of the material used for packaging
      • A photo of the shipping label with tracking number (starts with 1Z…)
      • A photo showing the damaged item and how it was packaged inside the box
      • A close-up photo of the box manufacturer’s certificate (round stamp on the outside of the box)
      • Two photos showing all sides of the parcel.
      • Dimensions of the box(parcel height, length and width).
  • Proof-of-value documentation, such as:
    • Either the original invoice or a photocopy, exact copy, or extract of, a certification of prices or costs.
    • Evidence of payment of the shipping and any declared value charges.
  • If not able to provide these supporting documents as soon as possible it will cause to delayed or denied of your claim.

Share a Refund prepares all of these documents in a claim submission that’s sent to the carrier automatically. All claims are filed according to best practices and tracked throughout the lifecycle of the claims management process. For the majority of customers, no action is required on your end to successfully file lost and damaged claims through the Share a Refund service.

Updated on September 12, 2023

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