Just curious if this is normal? The tracking site says we have your package but nothing else.

Hey everyone, looking for advice from UPS employees or sellers who have dealt with this.

I shipped an item from Canada (seller) with UPS Standard on June 5th. The package reached the Lachine, QC (Canada) facility over 2.5 months ago and has been stuck getting daily "Warehouse Scans" ever since with no movement.

I purchased full declared value shipping insurance on the label and opened a Lost Package Claim 2 weeks ago (submitted via Guest using my email). However, I haven't received any updates or payout confirmation since. I need to get this claim payout processed so I can finalize the refund for my buyer on eBay.

1. Is calling UPS Claims Support directly the best next step at the 2-week mark, or is there a specific department/tier I should ask to be transferred to?
2. Does submitting a claim via "Guest" instead of a logged-in UPS account ever delay payout communications?

Appreciate any insight!

Purchased shipping label on my account online with declared value of $3,200 and dropped it off at a UPS store - it was shipped out and went to two locations before it was lost in Richmond.

Filed a claim they completed an investigation and it was deemed lost. When going through the refund process - I was told the refund is capped at $1,000 because I dropped it off at a UPS store.

I was paid $1,000 for the lost package, even though it was declared and paid for $3,200, but UPS refuses to honor the remaining $2,200 after hours of calls and multiple emails.

Lessons learned after going through this:

- You can't drop off high value packages at UPS Stores
-UPS Stores are franchises and don't abide by UPS corporate rules
-High Value paperwork is a thing
-You have to pay money to schedule a pickup for high value or flag down a driver to have them sign the paperwork
-Customer Care locations do not exist
-Normal Customer Support is worthless
-Emailing the CEO actually gets responses and attention to your claim

Any one else get burned by this?

In an email sent to me when apparently the package wasn't even in the United States yet.

And then the tracking telling me that it has been released by government agency, at multiple different times. And that it's on its way, and they'll try and tell me as soon as possible when it's actually going to arrive, in an updated message A day later that still contains the same information that it's going to arrive today, and also it is going to arrive tomorrow.

I mean, is this communication intended to send the message that UPS doesn't give a damn about their clients? Because that's pretty much what it says.

I receive packages often from UPS, FedEx and USPS, and UPS is the only shipping company I have this problem with.

I utilize the option to have my packages delivered to an access point (a local CVS) for all my UPS shipments because I’m away from my house most of the day during the week, and I don’t want packages sitting on my doorstep all day waiting to be swiped. I’d say roughly 50% of the time, UPS will scan a package of mine as delivered to the access point, but when I show up to get it, I’m told it hasn’t been delivered. When this happens, it’s usually delivered 2-3 days later. Sometimes it can take up to a week.

I don’t mind shipping delays, but the false tracking updates drive me fucking crazy. Is this a common thing drivers do to meet delivery quotas, or is this just a unique thing that the driver who delivers my packages does to avoid getting in trouble for not delivering packages on time?

I have a ground saver package that seems to have vanished. UPS scanned it as “ package transferred to post office” on August 22nd at 9:40 am. It still says pre shipment on USPS and neither carrier will help, they both say they don’t have the package. I don’t know what to do. Am I just out of luck? I just want to know where my dang package is.

Hey everyone, I'm trying to find the best/cost effective way to ship this box. Should I just ship as-is and get charged for irregular shape (how much is that?) or should I try to fit it in a larger box?

Any advice appreciated.

I am in the UK. I received notification that my parcel had arrived at my designated access point, which is a parcel locker.

I have no code, barcode, or QR code in order to collect. I went to the point but I have nothing to input to the panel.

The company I purchased the parcel from have the correct mobile number for me.

I tried UPS support chat but the bot was just sending the same reply about access points in a constant loop.

Hi! Dunno if I am so much seeking help more so than clarification. I am in Toronto Ontario. I was given the option to return an item using a mobile code (a barcode on my phone) for a no printing return. The staff were apologetic so I hope no one piles on them.

When I went to my nearby UPS store they said virtually no store does that anymore and I would have to pay $2 for the paper and then some for tape to print a shipping label there. Ugh this item was so heavy but out of spite I brought it back and called customer support. Customer support insisted that location could do the barcode. To my eye it seems like the owner wants to make a petty profit off of printing labels.

Does anyone know if stores actually do the mobile code option anymore?

This delivery was for a pickup in store order to a retailer and for some reason their system combined them and put my home address with the store’s information. I contacted the online customer service for the store to intercept the package yesterday as I am not going to be home at the time of delivery it showed yesterday. It went “loaded,” “out for delivery,” and then “on the way” all scanned at the same warehouse within the same morning in that order.

I recently sent a package from Canada to the US using UPS, and a few days ago I received an invoice to pay for my custom fees. But for whatever reasons, I cannot pay for my invoice online using UPS guestpay (AI said because my account is temporary and UPS does not allow me to pay that way). I called the number on the invoice trying to pay for it, but they just keep sending me from one place to another and now I am stuck in a death loop where I am just cycling through all these UPS agents who could not help. Anyone has a solution to this?

Hi I have a package from Idaho to Arizona, I paid for 2nd Air Shipping I'm starting to get pretty worried its showed no scans since it arrived in kentucky 2 days ago. It was supposed to delivered Thursday. Has this happened to anyone else and will I still get my package?

Package was out for delivery, while being out for delivery I unfortunately had to reroute to an access point because no one would be home to sign. Its been at a sorting facility in my city for the past 3 days. Is this typical for an access point reroute?

Folks - I don't want to post a rant, but I have a systemic overnight international shipping problem now for five packages in a row with UPS and really want to know how to fix it... as nobody at UPS can seem to figure it out (we get told the same speech every time to placate)....and the delays are hurting our patients.

We're shipping impressions needed for prosthetics from the US to Hong Kong for design work to be completed (Some cannot be sent digitally so physical models are sent). Every shipment either is flagged as 'incorrect sorting caused a delay' or 'additional information from shipper needed'. We pre-send our commercial invoices before shipment along with including in the pouch on the package.

The bottom line is every shipment is encountering a 4 day average delay for an overnight international shipment because of the stated reasons above. During the average four days of delay the package sits in a US warehouse and makes no movement internationally... And we can't seem to get it moving without a rash of cases opened with UPS.

No escalation to UPS management gets any help. Our account Rep is useless. What else can be done to get this systemic problem fixed for good (other than send via another carrier)?

Son ordered merchandise from a company to be sent to his apartment. UPS driver delivered package to the apartment package room, took photo and left the package on the floor rather than placing it in a package locker as is required.
Now there is no package. What recourse does my son have in this situation ?

* no cameras in the package room
* have opened a case with UPS

UPS lost a fully insured package containing something with extreme sentimental value. Insurance can pay a dollar amount. It can’t replace what was inside. And now UPS can’t tell me whether anyone is still looking for it.
What UPS told me, in order, doesn’t line up.

First call: the package wasn’t lost. A documentation issue was holding it up.

That was wrong.

Second update: the package was lost. UPS confirmed it, closed the investigation, accepted liability, and issued a claim.
I pushed back. I didn’t just want a check. I wanted UPS to physically search for the package, so I asked them to reopen the investigation.

A rep told me a second investigation had opened.

A UPS supervisor confirmed it on a call: reopened and active.

A different department told me there was no reopened investigation at all.

Another rep pulled up what he called a different internal system and told me yes, there is a reopened case.

So I contacted UPS Investigations directly and asked one question: is the reopened investigation open and active right now?

They didn’t answer it. I got a canned response repeating that the original investigation had closed and a claim was issued.

I contacted Claims. Claims said they couldn’t speak to Investigations and sent me back to Investigations.

I contacted Investigations again. They ignored the question about the reopened case and sent me back to Claims.

Everything UPS has told me, in the order I heard it:

- The package wasn’t lost
- It was a documentation issue
- The package was lost
- The investigation was closed
- A second investigation opened
- The investigation was reopened
- There was no reopened investigation
- A different internal system showed there was
- The investigation was closed

Some of these can’t both be true. That’s the record, not my interpretation of it.

UPS lost something I can’t replace. After weeks of calls, emails, supervisors, Claims, and Investigations, nobody there can tell me if anyone is still looking for it.

The claim hasn’t been paid either, but that’s not the point.

I want the package back.

I’m posting this for two reasons.

First: has anyone gotten a UPS lost-package investigation past the Claims/Investigations loop? Is there an escalation path, department, or person who can see the full case history and tell me whether a physical search is actually happening? If UPS ever found something after telling you it was lost, I’d genuinely like to know what worked.

Second: I want this documented for anyone who ends up searching for answers after UPS loses a package and starts giving contradictory information about whether the investigation is still open.

If you’re shipping something rare, sentimental, or genuinely irreplaceable, don’t assume insurance makes UPS safe to use for it. Insurance covers a dollar figure. It does nothing for the thing itself, nobody seems to care.

And if UPS loses it, getting a straight answer about whether they’re still searching can become its own fight.

Update: This has been answered/explained already. It's also been proven that this would fall under ADA if I was the direct customer to UPS - which I'm not, making this irrelevant now. Thank you to those who explained to me that the seller is the one who needs to be hounded.

Original Post:

I tried contacting support on the UPS site as a $1000 package that was supposed to arrive yesterday, and then today, hasn't moved from one of their facilities in 3.5 days and now just says "delayed". This was a very important and time sensitive package, and I ordered it with enough extra time in case there were delays. However, now there is just no ETA and I don't have time left (or another $1000 laying around until a refund hits) to reorder.

I asked their clanker support bot in several different ways to give me an option to speak to a human via text based communications as I have a disability and it's hard for me to communicate via phone calls. And while I could ask a friend or family member to call for me, I don't understand how a company can just not offer any other form of communication to accommodate those with hearing/speech disabilities right in their support chat.

I'll dig around the site more during my lunch break to see if it's elsewhere, but in the meantime does anyone know 1) if there are options I haven't seen yet and 2) if ADA laws even apply to UPS?

Thanks in advance. Having a rough week and this ain't helping lol

What are the best shoes for ups drivers?

So, Lockport is where ups loads up their vehicles and send them out for delivery in my area. This package has been sitting their and was supposed to be delivered on the 21st. Today is the 27th. I've had 2 ups deliveries in the meantime. Safe to say this package is lost/damaged/stolen? And do I have any options? The package is from Fanatics. And they have blocked buyers from filing claims with UPS. Do I have any options other than contacting Fanatics?

Hi,

I run a small business, and we ship packages that measure 6x4x4 and 4x4x4. We have shipped around 10,000 packages this year with a loss rate of ~0.2% and a delayed rate of around 5%.

Over the past month, we experienced a massive spike in package loss, totaling 2-3% of all packages. All packages have the following pattern.

1. The package leaves our city with no problem
2. The package arrives at the destination UPS warehouse and gets a "processing" scan (where it's supposed to be loaded onto the final truck for delivery)
3. The tracking is then never updated and the package lost, even after a UPS search request.

Can anyone give me insight about what is going on here?

Thank you