Investigation and Claims

Claims on UPS.com allow shippers only to report and manage their claims online.

• True

• False

Select all the claim statuses.

• Paid

• Finalized

• Documentation Received

• Void

• Claim Issued

"Additional documentation is required to move forward with this claim. We are working with the sender to obtain the necessary documentation," is sample wording that an agent may use to describe which Claims Status to the recipient?

• Incomplete Documentation Received

• Payment Pending

• Documentation Received

Select all accurate statements regarding UPS Claims.

• UPS claim information can only be provided to the sender unless there is written consent from the sender authorizing another party.

• It provides automatic protection against package loss or damage up to $500.

• It provides automatic protection against package loss or damage up to $100.

• It reimburses customers once their package is proven lost or damaged.

A customer (recipient) is going to try and file their claim on UPS.com. What information will they need to enter?

• Tracking number

• Date the package was shipped

• Description of the problem

• Role (shipper or recipient)

A customer denies the signature on a package prior to 7:00 pm (local) on the day of the delivery. You create an Assistance Required case with what priority?

• Urgent

• Non-Urgent

Select all of the recommended steps for handling a lost package concern.

• Check eligibility

• Check MyChoice membership

• Check for Delivery Photo

• Check Customer Contact

When there is a Return to Sender Investigation, all undeliverable domestic US premium service shipments will be returned and billed at 3 Day Select service rates.

• True

• False

When there is a Misdelivery Investigation, you should not offer self-service through Claims on UPS.com.

• True

• False

Sarah is the recipient, expecting a package. A driver releases a package, which she cannot find. Select all of the action items the agent should complete.

• Check eligibility

• Determine the caller's local time.

• Check the status for the Driver Release location.

• Verify the delivery address.

• Refer the caller to the sender.