Damage Reported UPS: What It Means and How to Claim

“Damage reported” on UPS tracking means a UPS employee recorded damage to your package, usually to the box or its packaging, while it was moving through the UPS network. It appears as the reason for an exception, and it doesn’t file a claim by itself. If the contents turn out to be damaged, the shipper or the recipient needs to start a UPS claim within 60 days of the scheduled delivery date and keep the box and packing materials for inspection.

This guide explains what the status means, what usually happens to the package next, and how to file a claim that UPS will pay.

What Does “Damage Reported” Mean on UPS Tracking?

It means UPS noticed and logged damage at some point in transit, for example a crushed corner, a torn or wet box, or a package that came open on a sorting belt. UPS shows this as an Exception. UPS defines an exception as an unexpected event that may change the scheduled delivery date, with the reason listed in the Shipment Progress section of the tracking page.

The note describes what UPS saw on the outside. It doesn’t confirm that the item inside is broken, and many packages marked this way arrive with their contents intact. It also isn’t a decision about who is at fault.

Will a Package Marked Damage Reported Still Be Delivered?

Often, yes. A damage note doesn’t stop delivery by itself, and many packages marked this way keep moving to their destination, sometimes a day or more later than planned. When the delivery date changes, UPS shows the new date on the tracking page.

If the contents can’t safely continue, the package may be held or sent back to the shipper. Our guide to UPS damaged packages returned to sender covers that outcome. Either way, tracking keeps updating, so check it daily and contact the shipper if the status doesn’t change for several business days.

What Should You Do When UPS Reports Damage?

If you’re the recipient, the best thing you can do is document the condition of the package as it arrives. If you’re the shipper, gather proof of the item’s value in case a claim is needed.

1. Photograph the package before you open it, showing every side, the shipping label and any visible damage.
2. Open it carefully and photograph the contents and the inner packing materials as you find them.
3. Keep everything: the item, the outer box and all cushioning. UPS tells claimants to “hold on to the contents and the packaging.”
4. Tell the shipper. Retailers often replace the item and handle the UPS claim themselves.
5. Start a claim within 60 days of the scheduled delivery date if the contents are damaged.

Don’t throw the box away or send the item back on your own until the claim is resolved. Under the UPS Tariff, the original packaging must be made available for inspection, and UPS can refuse to pay a damage claim if it isn’t.

How Do You File a UPS Damage Claim?

You file online at ups.com or by calling 1-800-PICK-UPS (1-800-742-5877). You’ll need the tracking number to start, along with an invoice or other proof of what the item was worth. Shippers can log in to use the claims dashboard, and UPS says recipients and third parties can file faster as a guest.

A claim must include the shipment date, the tracking number and the nature of the damage, plus documents that show the item’s value, such as the original invoice. UPS may email the shipper during review to ask for more information or photos. A request for a damage inspection doesn’t count as a claim, so file even if UPS has already inspected the package.

Once a claim is filed, our guide to UPS claim tracking shows how to follow its status, and the UPS claims and support guide covers lost packages and other claim types.

Filing a claim on a label bought through ParcelPath

If you created the UPS label with ParcelPath, you don’t file with UPS yourself. ParcelPath’s claims team files the UPS claim for you and credits your ParcelPath account if it’s approved. Start on the ParcelPath File a Claim page, which lists what to send for a damaged shipment claim, including photos of the item and of the inner and outer packaging. UPS claims on these labels are governed by UPS’s terms, which you accept under ParcelPath’s Terms and Conditions.

Who Files the Claim and Who Gets Paid?

Either the shipper or the recipient can start a UPS damage claim, but UPS pays the shipper. The ups.com claims page says payments are sent to the shipper about three days after UPS receives and validates the payment documents, and it tells recipients who want updates to contact whoever shipped the package.

That’s why it’s usually simplest for the sender to file, since they hold the invoice and paid for any declared value. If you bought something online, ask the seller for a replacement or refund first, and let them deal with UPS.

Packages shipped at The UPS Store follow a different path. The UPS Tariff treats the store as the shipper of record, and UPS deals only with that store on claims, so take a damaged package claim to the store that shipped it.

How Much Will UPS Pay for a Damaged Package?

UPS pays up to the package’s declared value. If the shipper didn’t declare a higher value, UPS’s liability is limited to $100 per domestic package under Section 56 of the UPS Tariff. To raise that limit, the shipper declares a higher value when creating the label and pays an additional charge. The highest declared value UPS accepts is generally $50,000 for each package.

Declared value isn’t insurance. It raises UPS’s liability limit, and UPS still pays only the actual value of what was damaged, up to that limit. UPS isn’t liable for delays outside its service guarantee, or for indirect losses such as lost sales.

Some shippers buy separate shipping insurance instead. ParcelPath offers coverage through Shipsurance, and claims on that coverage are filed directly with Shipsurance rather than UPS. Our guide to UPS insurance and declared value explains how carrier coverage works.

Why Are UPS Damage Claims Denied?

Most denials come from missing evidence or packaging that didn’t meet UPS’s standards. The UPS Tariff lists several reasons UPS won’t pay for damage:

• Inadequate packaging: damage from packaging, labeling or wrapping that doesn’t meet UPS’s published standards.
• Packaging not available: the original box and packing materials weren’t kept for inspection.
• Late notice: the claim wasn’t made within the 60-day notice window.
• No proof of value: no invoice, receipt or other proof of the item’s cost.
• Excluded items or causes: such as ordinary wear and tear, or damage that happened before UPS took the package.

Submitting false information leads to automatic denial. If a claim is denied, the claims dashboard shows the decision, and the shipper can respond with any missing documents.

How Can You Pack to Avoid Damage Reports?

Good packaging is the best protection, because it prevents damage and also keeps a claim from being denied for inadequate packing. UPS’s Rate and Service Guide tells shippers to use a new or almost new rigid box with intact flaps, wrap each item separately, use enough cushioning and seal the box with strong shipping tape.

• Leave room for cushioning on every side, so items don’t touch the walls of the box or each other.
• Fill empty space so nothing shifts when the box is turned over or dropped.
• Double-box fragile or heavy items.
• Never use string or paper overwrap, and remove old labels from a reused box.
• Photograph the packed box before sealing it, as proof of how it was packed.

“Fragile” stickers alone won’t protect an item, because packages move through automated sorting. Before your next shipment, you can compare live UPS and USPS prices in the ParcelPath rate calculator, with up to 85% off UPS and up to 89% off USPS and no subscription fees. Our UPS shipping guide covers the services available.

Frequently Asked Questions

Does “damage reported” on UPS mean my item is broken?

Not necessarily. “Damage reported” means a UPS employee logged damage they could see, usually to the outer box or packaging, while the package was in transit. The contents may be fine. Photograph the package before opening it, check the item, and keep all the packaging in case you need to file a UPS claim within 60 days.

Does a UPS damage report automatically start a claim?

No. The damage report is a tracking update, not a claim. The shipper or the recipient has to start a claim online at ups.com or by calling 1-800-742-5877, within 60 days of the scheduled delivery date. The claim needs the tracking number, a description of the damage and proof of the item’s value.

How long does a UPS damage claim take?

UPS says you can typically expect a resolution in 8 to 10 business days unless more investigation is needed. If the claim is approved, payment goes to the shipper about three days after UPS validates the payment documents. Under the UPS Tariff, UPS must pay, decline or offer a settlement within 120 days.

Can the recipient file a UPS damage claim?

Yes. UPS says recipients can file a claim and that filing as a guest is faster for them. However, UPS sends claim payments to the shipper, and recipients are told to contact the shipper for updates. For an online purchase, asking the seller for a replacement or refund is often the quickest fix.

What happens if I throw away the box after UPS reports damage?

Your claim may be denied. The UPS Tariff requires the original packaging materials to be made available for inspection, and UPS can refuse to pay a damage claim if they aren’t. Keep the outer box, all cushioning and the damaged item until the claim is fully resolved.

Sources

• UPS: File a Claim
• UPS: Understanding Tracking Status
• UPS Tariff/Terms and Conditions of Service, United States (Sections 16, 55 and 56)
• UPS Rate and Service Guide, Daily Rates (Packaging Guidelines)

Part of our UPS Claims and Support guide. Related: UPS shipping guide, UPS Claim Tracking, UPS services overview.