What do I do if UPS says my package was delivered but it wasn't?

The Dreaded “Delivered” Notification: When Your UPS Package is Missing

You refresh your email. There it is – the notification you’ve been eagerly anticipating: “Your UPS package has been delivered!” Relief washes over you. But then reality sets in. You check your porch. You check with your neighbors. You check everywhere. The package is nowhere to be found.

This frustrating scenario, where UPS marks a package as delivered but it’s MIA, is more common than you might think. Don’t panic! While it’s certainly unsettling, there are concrete steps you can take to investigate and hopefully retrieve your missing parcel.

Your First Action: Immediate Action is Key

The most crucial thing you can do is act quickly. Don’t wait days, hoping the package will magically appear. The sooner you address the issue, the better your chances of a successful resolution. Your first step should be:

• Contact UPS Directly and File a Claim: This is paramount. Don’t rely solely on contacting the seller, although informing them is also a good idea. You need to initiate a formal claim with UPS. This kicks off an official investigation.

How to File a Claim with UPS

You have a couple of options for filing your claim:

• Online: Visit the UPS website (www.ups.com) and navigate to the “Help and Support” section. You’ll typically find a section dedicated to filing claims for missing or damaged packages. You’ll need the tracking number.
• Phone: Call UPS customer service. While this can be a longer process due to potential wait times, it allows you to speak directly with a representative and ensure your claim is properly filed.

Key Information to Provide When Filing Your Claim:

To expedite the investigation process, be prepared to provide as much relevant information as possible. This includes:

• Tracking Number: Absolutely essential for UPS to locate your package within their system.
• Delivery Address: Confirm the correct delivery address.
• Date of Alleged Delivery: The date and time indicated in the delivery notification.
• Package Description: Provide a detailed description of the package, including its size, weight, and any identifying features.
• Contents Description: Describe the contents of the package. This helps UPS identify the package if it’s found without proper labeling.
• Value of the Contents: You’ll need to state the value of the items inside the package for insurance purposes. Have proof of purchase or an invoice readily available.
• Delivery Instructions (If Any): Did you have any special delivery instructions, such as leaving the package at the back door?
• Any Other Relevant Information: Any details that might help locate the package, such as unusual activity you observed around the time of the supposed delivery.

What Happens After You File a Claim?

Once you file a claim, UPS will conduct an investigation. This may involve:

• Reviewing Delivery Records: UPS will examine the delivery driver’s records to verify the delivery details.
• Contacting the Driver: The driver may be interviewed to recall the specific delivery.
• Searching the Area: UPS might search the immediate vicinity of your delivery address, including neighboring properties.

While Waiting for UPS’s Response:

• Check with Neighbors: Ask your neighbors if they accidentally received the package or saw anything suspicious.
• Examine Your Property Thoroughly: Look in unexpected places, such as behind bushes, under patio furniture, or in sheds.
• Contact the Sender: Inform the company you purchased the item from about the missing package. They may have their own tracking information or be able to assist in the investigation.
• Review Security Footage: If you have security cameras, review the footage from the day of the alleged delivery.

Possible Outcomes and Next Steps:

• Package is Located: The best-case scenario is that UPS finds the package and delivers it to you.
• Package is Deemed Lost or Stolen: If UPS determines that the package is lost or stolen, you’ll likely be eligible for a refund or replacement from the seller. UPS will often require supporting documentation (like the purchase receipt) to process the claim.
• Disputed Claim: In some cases, UPS may deny the claim, often citing that the package was indeed delivered according to their records. If this happens, gather any additional evidence you have (e.g., security footage, statements from neighbors) and appeal the decision. You might also consider contacting your credit card company to dispute the charge.

Prevention is Key

While you can’t always prevent packages from going missing, there are steps you can take to minimize the risk:

• Require a Signature: Request a signature upon delivery whenever possible. This adds an extra layer of security.
• Use a UPS Access Point: Have packages delivered to a UPS Access Point location, such as a UPS Store or designated retail outlet, for secure pickup.
• Invest in a Secure Delivery Box: A locked delivery box can deter theft.
• Consider a Package Tracker: These devices can provide real-time tracking and alerts, helping you monitor your deliveries closely.

A “delivered” notification followed by an empty porch can be incredibly frustrating. However, by acting quickly, filing a detailed claim with UPS, and gathering supporting evidence, you can significantly increase your chances of recovering your package or receiving compensation for your loss. Remember to stay persistent and document all your communication with UPS.