UPS package lost. Where can I file a claim?

Payments + Shipping & Fulfilment
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Topic summary

A merchant shipped a UPS package that shows as delivered, but the customer claims they never received it. Shopify had flagged the order as potentially fraudulent, though the customer seemed legitimate during a pre-shipment phone call.

Current situation:

  • UPS tracking confirms delivery (screenshot provided)
  • No signature was required at delivery
  • Insurance was purchased through Shopify

Resolution steps:

  • File a claim through Shopify admin: Order page → More actions → File a claim
  • Contact Shopify Support Team for assistance with insurance and UPS claims
  • Note: Without signature confirmation, UPS typically considers packages delivered once scanned, which may affect claim outcomes

Prevention suggestion:
Consider adding shipping protection widgets (like Captain Shipping Protection) that allow customers to opt-in for coverage at checkout. This creates an additional revenue stream while providing faster resolution for lost/damaged packages without waiting on carrier claims.

Summarized with AI on October 25. AI used: claude-sonnet-4-5-20250929.
1

Hi,

Shopify did warn me that the order could be fraudulent. I called the customer before I shipped. He seemed legit.

So I am not sure if the package was stolen or if he actually got the package but pretended not to get it.

Now the customer claimed that he didn’t receive the package even though the UPS tracking page shows this:

Screen Shot 2024-01-07 at 10.12.54 PM.png
Screen Shot 2024-01-07 at 10.12.54 PM.png795×314 19.7 KB

I didn’t select the signature required option when I bought the shipment label. But I did buy some insurance from Shopify.

So how can I file a claim?

2

Hi, @sss1128 .

Thank you for reaching out!

You will need to contact our Support Team to file a claim with your insurance and with UPS.

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell?

Talk soon,

3

Hi @sss1128

Since you bought insurance from Shopify when purchasing the UPS label, the first step is to file a claim directly through Shopify Shipping. You can do this from your order page in the Shopify admin (click into the order > More actions > File a claim). The claim will be handled between Shopify and UPS.

Because no signature was required, UPS often considers the package delivered once scanned, so the claim outcome can vary.

For the future, one option you might look into is adding a shipping protection widget. Like Captain Shipping Protection, lets you embed a widget on your cart or checkout page so customers can opt in for a small fee. The fee goes directly to you, and if a package is lost or damaged, you can cover the replacement cost yourself without waiting on the carrier’s claim process. If no claims are made, those protection fees simply become extra revenue for your store. It’s a nice way to reduce the financial hit from incidents like this.

Hope this helps!

Delia