Losing a package sucks! The process for replacing that missing UPS package and recouping some loss also sucks. That’s why we created The Package Guard Guide to a Missing UPS Package. We try to make navigating the system a little easier — from starting your search to filing a claim, we’re here to help!
UPS has different rules to follow depending on whether you are the person receiving the shipment or the person or company who shipped it. Generally speaking, UPS works more with the shipper than the receiver unless you received a UPS InfoNotice (one of those little yellow notes taped to your door). Also, it’s really important to realize that *lost* versus *stolen* packages are treated differently. Generally speaking, UPS doesn’t take responsibility for packages that were successfully delivered but then stolen. However, they will participate in the investigation with law enforcement officials.
You’ve decided that your missing UPS package was lost, and you want to pursue the issue with UPS. If the UPS driver completed the delivery, then the package’s tracking status will show that it was delivered. This means you either signed a signature release for your address allowing drivers to leave packages unattended, or the driver found a safe place to leave it. If the package couldn’t simply be left, the tracking status will show UPS InfoNotice was left.
If no InfoNotice is present, it means the package either hasn’t been delivered or has been lost or misplaced.
If you received a UPS InfoNotice, then it will give you more information on the state of the package. This means the UPS driver didn’t feel comfortable simply leaving the package on your doorstep. UPS drivers have a good deal of discretion regarding where they can leave the package, so the InfoNotice will give you important information about the decision they made.
1. If the package was redirected to a UPS Access Point, you’d be able to go pick it up there. Much better than driving out to the nearest UPS hub.
2. You may also have the opportunity to reschedule a delivery and leave additional instructions for the driver. Sign the UPS InfoNotice and place it outside your door for the re-delivery attempt.
3. InfoNotice might say that the package was left with a neighbor or in a good hiding spot like behind the house or a shed. Locate your package there.
Likely, you’ve just received a call from someone you sent a package to. Maybe an upset customer. Now you’ve got to figure out this lost package issue and quickly. If you receive a report from a recipient of a missing or stolen package, UPS will want to work with you to find the package or provide reimbursement for the replacement or purchase cost, whichever is less. Responding promptly to these occurrences is essential to good customer service and return business. This is especially important with UPS because they prefer to deal with the shipper.
No matter your role in a lost or stolen package, shipper or receiver, the process of delivery replacement is not simple. With UPS, if you’re the recipient, you are going to need to contact the shipper, because all reports of lost packages and claims must be filed by the shipper. If you’re the shipper, then you’ll be working through a long process with UPS. As package theft continues to rise, people and companies who ship and receive a lot of packages should seriously consider how they might prevent this crime before it happens. Even if package theft isn’t the fault of the shipper or carrier, it’s all too easy for the recipient to direct their understandable frustration in that direction. If you’re one of the 23 million Americans who’ve had a package stolen, hopefully, you have a clearer sense of what you can do. Above all, it’s worth thinking about ways to prevent package theft.
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