FreightOptics identifies lost packages based on the status of the package with the carrier

If a package is not delivered, FreighOptics will help by performing a search to locate your package. If the package cannot be found, the shipper can file a claim up to the declared value of the package contents.

The process of replacing lost items and recouping some loss is complicated, so we created “The Package Guard Guide to a Lost or Stolen USPS/FedEx Package.” This makes navigating the system a little easier — from starting a missing mail search to filing a claim.

Shippers are encouraged to report a lost package because notification letters are not sent to receivers. Shippers and receivers can report a lost package on the freight website.

In order to be considered lost, a package must still be undelivered for at least 24 hours following the expected delivery date and time. A report cannot be made until then. Please allow additional time when a package is delayed due to adverse weather.

Once you report a lost package, you can check the status of your report online. Contact the freight company if you have any questions or concerns.

Note: A loss can only be reported online for packages that have an origination and destination within a particular country. To report a loss for an international package, you must contact the freight company directly.

FreightOptics will conduct a complete investigation to locate a package. The investigation may include a search of the shipping system and operation centers, and may include calls to both the recipient and the shipper.

The freight search process takes approximately seven to 7-10 business days.

FreightOptics files the lost package claim with the carrier online

There is a step-by-step process that determines the proper course of action when something goes wrong with your package delivery. Then, your UPS lost package refund process can begin.

Roadmap to dealing with a lost or stolen UPS package

Make sure you keep all your records and gather all the tracking information you might need. You will need receipts, tracking information, a package description, shipping dates and proof of damage or value, depending on the circumstances. This will help ensure the process goes as smoothly as possible. Don't wait too long, as Freight & Shipping Claims must be filed within 60 days of the missing package.

Contact the retailer to see if they will resend or refund

For most cases in which a package is lost or stolen, we recommend opening the lines of communication between the recipient and the shipper. All major delivery companies and some online retailers will provide a way to recover a lost or stolen package. Many companies, such as Amazon.com, offer a comprehensive customer experience. If your UPS package was sent by Amazon, contact them first.

Missing Mail Search or Insurance Claim? Where should I start?

If your item was insured, you qualify for both a Missing Mail Search and an Insurance Claim for damaged or missing contents. If no insurance was purchased, a Missing Mail Search is the only option at first. If your item is determined to be lost or damaged, you may then file a Claim for a refund in shipping.

FreightOptics submits the insurance documents with the claim

It is essential that the shipper supplies the carrier with documentation that shows the lesser of the actual purchase cost or replacement cost, up to the declared value, as requested in the Damage/Loss Notification claim letter. Requested documentation may include original invoices, purchase orders, proof of shipment, or other information required by UPS.

The carrier will:

  • Determine what, if any, value was declared for the contents of the package
  • Verify that the product falls within the guidelines of the freight terms or contract with the shipper

The carrier’s mailing address and fax number are provided in the Damage/Loss Notification claim letter. Instructions on how to submit your documentation online are also provided. This is how documents are submitted for the UPS lost package refund.

FreightOptics follows up with carriers for claims

Once the claim is submitted for the lost product, FreightOptics will follow up on the process after the submission of all proper documents. The claims process is time-consuming. FreightOptics will continuously follow up with the claims department and monitor status updates regularly.

The UPS lost package refund process is reliable, but continuous follow up keeps the shipper up to date on the progress.

Claim Authorized

  • If the carrier is unable to locate the missing package, a Damage/Loss Notification claim letter will be emailed, faxed or mailed to the shipper. The carrier will not send claim letters to a receiver.
  • If the carrier locates the package, the claim will not be approved. Delivery information will be sent to the shipper of record and the reporting process will end.

Claim Authorized

  • After the carrier has received the claim and the proper documentation, they will acknowledge its receipt and attempt to settle it within 30 days.
  • Investigating some claims may take longer. If your claim cannot be settled within 120 days, the carrier will notify you with information on what is required in order to conclude your claim. The carrier will continue to keep you informed at 60-day intervals until your claim is settled.
  • The carrier may refer your claim to other carrier companies if they were involved in the shipment’s transport. In the case of a referral, they notify us. It generally takes longer to investigate a connecting line claim than it does if there is only one carrier involved.
  • If there is an excessive delay in settling your claim, please call or write to us concerning the status of your claim by either using the online claim status tool or calling the voice response system.

Client is informed of the claim

Once the claim has been approved and the freight company receives the supporting documentation identified in the claim letter, payment will be processed. The claim payment may differ from the original amount requested, depending on the documentation provided. An explanation of the difference in payment amount, if any, will be printed on the check stub. Typically, claim checks are mailed to the shipper’s billing address on file within three to five business days after the carrier receives the required documentation.

In the event the claim is not approved for payment, the carrier will contact the shipper.

Carrier pays the Claim to client

Once the claim has been approved and the freight company receives the supporting documentation identified in the claim letter, payment will be processed. The claim payment may differ from the original amount requested, depending on the documentation provided. An explanation of the difference in payment amount, if any, will be printed on the check stub. Typically, claim checks are mailed to the shipper's billing address on file within three to five business days after the carrier receives the required documentation.

In the event the claim is not approved for payment, the carrier will contact the shipper.

Once the carrier pays the claim to the client, the process is complete.