# File a Claim for UPS from ShipStation

ShipStation manages all claims for UPS shipments created through UPS from ShipStation. All claims must be filed through ShipStation's support process, not directly with UPS.

## Claim Types

### Damage or Loss Claims

If your UPS from ShipStation shipment was damaged or lost during transit, you can file a claim for reimbursement. For US-based accounts that added ParcelGuard protection to the shipment, claims will be processed through ParcelGuard. For all other situations, claims are processed through UPS.

### Guaranteed Service Refund

UPS offers a Guaranteed Service Refund (GSR) for packages not delivered by the date and time indicated for delivery when the shipment was processed. UPS will either credit or refund the transportation charges for each such shipment to the payer only.

Learn more about the [UPS Service Guarantee](https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/ups-service-guarantee).

> **NOTE:**
### UPS Service Alert: Middle East Service Impact (as of March 2026)
UPS is closely monitoring the situation in the Middle East and using established contingency plans to manage our operations safely and efficiently.
Our focus is on safety while we work to minimize impacts for our customers.
For the most up-to-date information on the status of shipments, customers can [track a package](https://www.ups.com/track?loc=en_US&requester=ST/) on ups.com.
**Note that the UPS Service Guarantee does not apply to shipments affected.**


## Before Filing a Claim

* Claims will only be accepted within 60 days of the scheduled delivery date.
* Coverage caps at **90 GBP total** (label cost included in that amount).
* For damage claims, include photos of the damaged packaging and contents.
* Complete all required fields—partially filled forms cannot be processed.


### Required Information

When filing a claim, you'll need to provide:

- Shipment tracking number
- Order details and shipment information
- Description of the issue (damage, loss, or late delivery)
- For damage claims: Photos of the damaged packaging **and** contents


### Important Notes

* **Do not submit duplicate forms** — Multiple submissions for the same claim will delay processing
* **Service guarantee refunds** — Only the payer (the account that paid for the label) can request guaranteed service refunds
* **Guaranteed service refund timeline** — Must be filed within **15 days** of the delivery date


## How to File a Claim

1. Go to the [UPS from ShipStation Claims Form](https://help.shipstation.com/hc/en-us/p/claim-form)
2. Select **Submit a Claim for UPS from ShipStation**
3. Complete all required fields in the form
4. Attach any required documentation (photos for damage claims)
5. Submit the form


## After Filing

### Processing Times

Once your claim is submitted and approved by UPS, reimbursement will be processed according to the following timeline:

| Reimbursement Type | Processing Time |
|  --- | --- |
| Postage credits | Within **30 days** after UPS approval |
| Lost or damaged goods reimbursement | Within **6 weeks** |


### What to Expect

* **Additional documentation requests**: If UPS needs more information to process your claim, they will send you an email with the subject line "Request for supporting documentation"
* **Claim status**: You'll receive updates on your claim status via email
* **Processing delays**: Incomplete forms or missing documentation will delay processing


## Important Reminders

Review the [Before Filing a Claim](#before-filing-a-claim) section for all requirements, documentation, and timeline information before submitting your claim.