How to file a USPS claim, and UPS and FedEx claims, as a seller

How to file a USPS claim

A USPS claim (USPS calls it an indemnity claim) pays out on insured mail that was lost, arrived damaged or arrived with contents missing. Either the sender or the recipient may file. The person filing must have the original mailing receipt, and for a lost package the Domestic Mail Manual also accepts the online label record, which is what you have when you print labels online.

Insurance is the condition for any payout. Ground Advantage includes $100 of insurance and Priority Mail includes $100, both on domestic packages with a tracking barcode. Without insurance, USPS may not legally pay compensation for uninsured lost or damaged articles. For an uninsured package the option is a Missing Mail Search, which looks for the parcel but pays nothing. What extra insurance costs is covered on the USPS insurance guide linked at the end of this page.

1. Check the filing window for your service. A damaged package can be claimed at once; a lost one only after the waiting period in the table below.
2. Collect the tracking number, evidence of insurance and proof of value. For online labels, evidence of insurance can be the Printed electronic online label record record from the app you used.
3. For damage, photograph the item and every layer of packaging, and get a repair estimate. USPS asks for an estimate of the repair costs from a reputable dealer.
4. Log in to USPS.com and start an online claim with the tracking number.
5. Keep everything until the claim is settled. USPS says: Save the original packaging and everything in the package until your claim is settled.

USPS, UPS and FedEx claim deadlines and who may file

Each carrier counts its windows from a different date. USPS counts from the mailing date, UPS from the scheduled delivery date and FedEx from the shipment date. Miss the window and the claim is not accepted, so note the date on the day a buyer reports a problem.

Carriers pay a default amount when no higher value was declared. UPS caps liability at $100 per domestic package and FedEx at US $100 per package, unless a higher value was declared and paid for.

Proof of value for handmade goods

Every carrier pays the value of the item when it shipped, not what you hope to sell the next one for. USPS defines proof of value as the cost or value of an item when it was mailed and does not pay a claim higher than an item’s actual value. The documents it accepts start with: Sales receipt Paid invoice or paid bill of sale. For a marketplace or web store sale, a printout works if it identifies buyer and seller, price paid, date and item: Printouts of the online transaction.

Handmade sellers often try to claim their labor or the price they would charge in a shop. The Domestic Mail Manual lists among claims it does not pay: Personal time used to make hobby, craft, or similar handmade items, and Claim based solely on sentimental rather than actual value. The order receipt is the strongest evidence you have, because it shows what the buyer actually paid.

UPS asks for the same kind of document. Its claim page says Keep any invoice that can provide value of the package, and its terms require claims to a copy of the original invoice. FedEx lists Original manufacturer or purchase invoices as supporting documents.

• Example: a ceramic mug sold for $48 plus $9 shipping on your own store. The order confirmation showing $48 paid is the proof of value. A note saying the mug took four hours to throw and glaze is not.
• If the item never sold (for example, a wholesale sample), USPS also accepts a Statement of value and/or estimates of repair costs from a reputable dealer.
• Do not claim more than the item was worth. USPS does not pay a claim higher than an item’s actual value, and UPS and FedEx pay no more than their default liability unless a higher value was declared.

USPS damaged package claims: the packaging checks

Damage claims are where packaging decides the outcome. USPS can ask you to take the entire package to your local Post Office, and the Domestic Mail Manual lists packaging-related reasons it will not pay. These are the ones that catch small sellers most often.

• Scuffs and scratches on articles not properly wrapped for protection.
• Breakage from shock without evidence of damage to the mailing container. If the box looks untouched, a broken item inside is hard to claim.
• Any item packaged in such a manner that it could not have reached its destination undamaged.
• Loss or damage that occurred after delivery by the USPS, such as a parcel taken from a porch after a delivery scan.

UPS sets a similar duty in its terms: contents must be adequately and securely packed in a container, wrapped, and cushioned, and packaging must be new or in near new condition. When a UPS damage claim needs photos, UPS asks for three different photos: the item in its packing, the label, and the outside of the box. Ask the buyer to keep the box and filler and to send you these photos before anything goes in the trash.

How to file a UPS claim for a lost or damaged package

UPS claims are filed online at ups.com. A shipper can log in and use the claims dashboard, and a recipient can file as a guest. During the review, UPS send the shipper of the package time-sensitive notifications, such as requests for more information or photos.

1. Check the window

   Start the claim within 60 days of the scheduled delivery. Have the tracking number ready.

2. Describe the item precisely

   UPS lists insufficient merchandise description as a reason a claim is not approved. Name the item, size, color, material and quantity, the way it appears on your order.

3. Add proof of value and photos

   Upload the invoice or order receipt. For damage, hold on to the contents and the packaging and upload the photos UPS asks for.

4. Wait for the review and send payment documents

   UPS says to expect a resolution in 8 to 10 business days. If approved, the shipper uploads payment documents, and payment is sent approximately within 3 days.

How to file a FedEx claim

FedEx claims for FedEx Express and FedEx Ground parcels are filed online at fedex.com. You must be logged in to file a claim, so you need a fedex.com user ID even if you bought the label through a shipping platform.

1. Check the window

   Damage and missing contents: no later than 60 calendar days from the shipment date. Lost packages: within nine months of the shipment date.

2. Open the claim form

   Enter the tracking number, choose the claim type and fill in the form. Shippers with many problem parcels can file up to 200 claims at once.

3. Attach documents

   FedEx lists Original manufacturer or purchase invoices as supporting documents. Keep the original packaging and contents until the claim is settled.

4. Set up payment

   Follow the claim status in the claims tool. To be paid by direct deposit, FedEx offers electronic funds transfer (EFT) for approved claims.

Claims on labels bought through Etsy, Pirate Ship or Shippo

Buying a label through a platform changes where you file, depending on whether the coverage came from the carrier or from a third-party insurer the platform sells. Carrier coverage goes to the carrier; purchased platform insurance goes to that insurer.

Two details matter with platform labels. For proof of insurance on a USPS claim, Pirate Ship says to print a receipt showing your tracking number, so a screenshot of the label record works. And Shippo warns that USPS won't accept claims for packages lost due to a refunded or otherwise invalid label, so never refund a label that was already scanned.

Postage refunds differ by claim type. Pirate Ship explains that for lost packages USPS does provide compensation for the postage cost, while for damaged packages USPS does not provide compensation for the postage cost.

After you file: decisions, payment and appeals

USPS usually decides within 5-10 days, and pays an approved claim in 7-10 business days. A claim can be approved in full, approved in part or denied, and the decision letter will list the reasons for the denial. If you disagree, you may file an appeal within 30 days of receiving the decision. USPS says: Focus your appeal on the reasons your claim was denied, and you may add new documents.

While a claim is open, keep the buyer informed. Etsy notes that Etsy doesn’t hold sellers responsible for items that are lost in mail, but many sellers send a replacement or refund first and wait for the claim to repay them. Either way, record the claim number on the order so you can match the payout later.

Carrier rules change. This page was checked on 2 Oct 2026 and is due for a re-check six months after that date. Before you file, confirm the current window on the carrier's own claims page.

Where Nation fits

Questions about USPS, UPS and FedEx claims