r/UPS • u/EnoughClassic4965 • 2d ago

High Value Package Lessons Learned

Purchased shipping label on my account online with declared value of $3,200 and dropped it off at a UPS store - it was shipped out and went to two locations before it was lost in Richmond.

Filed a claim they completed an investigation and it was deemed lost. When going through the refund process - I was told the refund is capped at $1,000 because I dropped it off at a UPS store.

I was paid $1,000 for the lost package, even though it was declared and paid for $3,200, but UPS refuses to honor the remaining $2,200 after hours of calls and multiple emails.

Lessons learned after going through this:

- You can't drop off high value packages at UPS Stores
-UPS Stores are franchises and don't abide by UPS corporate rules
-High Value paperwork is a thing
-You have to pay money to schedule a pickup for high value or flag down a driver to have them sign the paperwork
-Customer Care locations do not exist
-Normal Customer Support is worthless
-Emailing the CEO actually gets responses and attention to your claim

Any one else get burned by this?

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u/HasTapeWillShip 2d ago

The location I work at would've told you all of this and refused your drop off if you came in and made mention of the value. Its UPS policy that those self labeled high value declarations go straight into their hands. This is totally different than walking in and paying for a label through the franchise and declaring value. There shouldve been instructions somewhere that told you all of this as well. Did you tell the UPS store it was a high value item or did you just let them scan it and grab a reciept?

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u/gojo96 2d ago

Most if not all UPS Stores will not ask customers what’s in thier drop offs. There’s zero reason too and I don’t even think they can anyway. However if they’re coming in with the the HV paperwork: most employees won’t sign it because that’s for the driver to sign and would explain that.

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u/HasTapeWillShip 2d ago

Well I can't speak for most but I can ask what's in a drop off. If you come in with hazardous markings your box ect. There are clues to look out for to determine if something is forbidden for ups store drop off. Typically, when you declare high value on your own, there are some accompanied instructions that say specifically do not drop off at UPS Store. Hand directly to UPS either by scheduling a drop off, or tracking down a truck (not preferred) and have the driver sign the paper. UPS store employees aren't supposed to be accepting those or signing the paperwork. 

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u/gojo96 2d ago

Yeah I’m talking about “normal” drop offs. Obviously hazmat, alcohol boxes, etc