60 rules, each with its class and its source; open a line for the full rule. Public pages read on Thu 24 Sep 2026. A passing test proves a rule is applied as written, not that it fits every account: that is what the conditions to confirm are for.
Public rules (38)
Published by UPS, USPS, Shopify and Redo. Each was read at its source; the extracts are kept with the code.
UPSUPS must receive notice within 60 daysUPS Terms 2026, Section 55.3
For domestic shipments, UPS must receive notice of a claim within 60 days after delivery or, if the package was not delivered, within 60 days after the scheduled delivery date. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Section 55.3; read Thu 24 Sep 2026.
UPSThe claim itself is filed within 9 monthsUPS Terms 2026, Section 55.3
The claim must be filed within nine months after delivery or, if the package was not delivered, within nine months after the scheduled delivery date. Without notice and filing in time, the claim is deemed waived. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Section 55.3; read Thu 24 Sep 2026.
UPSA notice needs date, tracking number, nature of damageUPS Terms 2026, Section 55.1
A notice of claim gives the date of shipment, the tracking number and the nature of the loss or damage, online at ups.com or by phone at 1-800-PICK-UPS. Asking for proof of delivery or an inspection is not a notice. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Section 55.1; read Thu 24 Sep 2026.
UPSA claim states an amount and comes with the invoiceUPS Terms 2026, Section 55.1
The written claim states a specified or determinable amount and comes with the original invoice or, if no invoice was issued, other proof of the price paid by the consignee, the actual cost or the replacement cost. UPS pays no claim voluntarily unless it was noticed and filed by or on behalf of the shipper. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Section 55.1; read Thu 24 Sep 2026.
UPSProof that shipping charges were paidUPS Terms 2026, Section 55.4
Each claim is supported by evidence that the shipping and any declared value charges were paid, and by the invoice or a certification of prices or costs with discounts. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Section 55.4; read Thu 24 Sep 2026.
UPSOriginal packaging kept for inspectionUPS Terms 2026, Sections 55.4 and 56.3
For a damage claim, the original packaging must be made available to UPS for inspection; UPS may refuse to pay if it is not. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Sections 55.4 and 56.3; read Thu 24 Sep 2026.
UPSThree photos and the box dimensionsUPS, File a Claim, FAQ, photo documentation
When UPS asks for photo documentation: the damaged item and how it was packed inside the box, a close-up of the label with the tracking number, and the outside of the package; plus the box dimensions. Source: UPS, File a Claim, FAQ, photo documentation; read Thu 24 Sep 2026.
UPSA detailed merchandise descriptionUPS, File a Claim, FAQ, merchandise description and claim statuses
The merchandise description uses descriptors such as brand, size, container type, model and quantity; without enough detail UPS cannot complete the investigation until it is supplied. Source: UPS, File a Claim, FAQ, merchandise description and claim statuses; read Thu 24 Sep 2026.
UPSUPS may ask the recipient to confirm non-receiptUPS Terms 2026, Section 55.4
When the loss of a whole package cannot be otherwise confirmed, UPS obtains a written statement from the consignee that it was not received, and may ask for a police report. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Section 55.4; read Thu 24 Sep 2026.
UPS$100 per package without a declared valueUPS Terms 2026, Section 56
Without a declared value above $100, UPS liability is limited to $100 per domestic package. A declared value is not insurance. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Section 56; read Thu 24 Sep 2026.
UPSOnly the part damaged, at the lesser valueUPS Terms 2026, Section 56.2
UPS pays no more than the lesser of the liability limit, the price paid by the consignee, the actual cost, the replacement cost or the repair cost; for a set, only the part lost or damaged. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Section 56.2; read Thu 24 Sep 2026.
UPSDelivery to the address counts as deliveryUPS Terms 2026, Definitions; Section 22
Delivery includes delivery to the address or to any person present there, and delivery under driver release; UPS may deliver without a signature unless one was required. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Definitions; Section 22; read Thu 24 Sep 2026.
UPSTheft after an unsigned delivery: Package ShieldUPS Terms 2026, Section 56.4
A package left without a signature counts as delivered. With UPS Package Shield, when it was bought for the shipment, a theft before the receiver takes possession becomes UPS's liability; fraud by the consignee stays excluded. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Section 56.4; read Thu 24 Sep 2026.
UPSReleased packages are not eligible for lost claimsUPS, File a Claim, FAQ, why can't I submit my claim
Packages the recipient chose to have the driver release are not eligible to be submitted for lost claims. Source: UPS, File a Claim, FAQ, why can't I submit my claim; read Thu 24 Sep 2026.
UPSOne open claim per issueUPS, File a Claim, FAQ, current investigation open
A claim cannot be submitted when one is already open regarding the same issue. Source: UPS, File a Claim, FAQ, current investigation open; read Thu 24 Sep 2026.
UPSups.com: start a claim within 60 daysUPS, File a Claim, When to file a claim; FAQ, past liability
UPS's claim page says to start a claim within 60 days of the scheduled delivery, and may refuse an online claim as past liability: submitting a claim has to be taken care of within a timely manner of delivery. Source: UPS, File a Claim, When to file a claim; FAQ, past liability; read Thu 24 Sep 2026.
UPSUPS acknowledges and numbers each claimUPS Terms 2026, Section 55.2
UPS acknowledges a proper claim within 30 days of receipt and gives it a claim file number. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Section 55.2; read Thu 24 Sep 2026.
UPSResolution in about 8 to 10 business daysUPS, File a Claim, Under review; Resolution
Unless more investigation is required, a resolution typically comes in 8 to 10 business days. If approved, the shipper may need to provide payment documents; payment follows about 3 days after they are validated. Source: UPS, File a Claim, Under review; Resolution; read Thu 24 Sep 2026.
UPSAfter a UPS denial: two years, arbitration or small claimsUPS Terms 2026, Section 55.3; Individual Binding Arbitration of Claims
The terms set no appeal step for a denied claim. A suit must be instituted within two years after the denial of any portion of it; disputes go to individual binding arbitration, except those that qualify for courts of limited jurisdiction such as small claims. Source: 2026 UPS Tariff/Terms and Conditions of Service, United States (effective 17 Apr 2026), Section 55.3; Individual Binding Arbitration of Claims; read Thu 24 Sep 2026.
USPSDamage: file right away, within 60 days of mailingUSPS DMM 609, 609.1.4a; usps.com/help/claims, Step 1
Damaged or missing contents: file a claim immediately, and no later than 60 days from the mailing date. Source: USPS Domestic Mail Manual 609, Filing Indemnity Claims for Loss or Damage, 609.1.4a; usps.com/help/claims, Step 1; read Thu 24 Sep 2026.
USPSLoss: from day 15 to day 60 after mailingUSPS, Domestic claims, Step 1, filing periods table; DMM 609.1.4b
Lost Priority Mail and USPS Ground Advantage: file no sooner than 15 days and no later than 60 days from the mailing date. Priority Mail Express: 7 to 60 days. Source: USPS, File a USPS Claim: Domestic, Step 1, filing periods table; DMM 609.1.4b; read Thu 24 Sep 2026.
USPS$100 included on Priority Mail and Ground AdvantageUSPS DMM 503, 503.4.2
Priority Mail and USPS Ground Advantage, retail and commercial, are insured for up to $100 when the piece bears the required barcodes (an Intelligent Mail package barcode, and an Intelligent Mail matrix barcode or a retail tracking barcode) and was paid at retail or commercial prices. Source: USPS Domestic Mail Manual 503, Extra Services, 503.4.2; read Thu 24 Sep 2026.
USPSEvidence of coverage, kept until the claim is resolvedUSPS DMM 609, 609.3.1c
The customer keeps evidence of the service bought until the claim is resolved. Acceptable examples include, for insurance bought online, the online label record: tracking number, postage, insurance fee, declared value, mailing date, origin and destination ZIP Codes, with evidence of mailing. Source: USPS Domestic Mail Manual 609, Filing Indemnity Claims for Loss or Damage, 609.3.1c; read Thu 24 Sep 2026.
USPSProof of value: receipt, invoice, transaction recordUSPS DMM 609, 609.3.2
Proof of value is the cost or value when mailed: a sales receipt, a paid invoice, a card statement, or a printout of the online transaction naming buyer and seller, price paid, date, the item purchased, and that the transaction is completed. Source: USPS Domestic Mail Manual 609, Filing Indemnity Claims for Loss or Damage, 609.3.2; read Thu 24 Sep 2026.
USPSKeep the box and everything in itUSPS DMM 609, 609.2.0; usps.com/help/claims, Proof of damage
For damage, the addressee keeps the mailing container, all packaging and all contents, and presents them at a Post Office if USPS asks in writing; otherwise the claim is denied. Undamaged items are kept too. Source: USPS Domestic Mail Manual 609, Filing Indemnity Claims for Loss or Damage, 609.2.0; usps.com/help/claims, Proof of damage; read Thu 24 Sep 2026.
USPSPhotos of the extent of damage helpUSPS, Domestic claims, Step 2, Proof of damage
Photos that clearly show the extent of damage help the claim. Source: USPS, File a USPS Claim: Domestic, Step 2, Proof of damage; read Thu 24 Sep 2026.
USPSShock damage needs a damaged containerUSPS DMM 609, 609.4.3o
No indemnity for damage caused by shock or the transportation environment without evidence of damage to the mailing container. Source: USPS Domestic Mail Manual 609, Filing Indemnity Claims for Loss or Damage, 609.4.3o; read Thu 24 Sep 2026.
USPSNothing after delivery by USPSUSPS DMM 609, 609.4.3b
No indemnity for loss, damage or missing contents that occurred after delivery by USPS. Source: USPS Domestic Mail Manual 609, Filing Indemnity Claims for Loss or Damage, 609.4.3b; read Thu 24 Sep 2026.
USPSMailer or addressee may file; the first to file is paid, if approvedUSPS DMM 609, 609.1.3; 609.5.5
The mailer or the addressee may file. If both claim, payment goes to the one who submitted first and whose claim is approved. Source: USPS Domestic Mail Manual 609, Filing Indemnity Claims for Loss or Damage, 609.1.3; 609.5.5; read Thu 24 Sep 2026.
USPSDecision in 5 to 10 days, payment 7 to 10 business days laterUSPS, Domestic claims, After you file
USPS usually sends a decision within 5 to 10 days; a claim may be approved in full or in part; payment follows in 7 to 10 business days after approval. Source: USPS, File a USPS Claim: Domestic, After you file; read Thu 24 Sep 2026.
USPSA lost package is paid with its postageUSPS DMM 609, 609.5.4
When an insured article is lost, the payment includes an additional amount for the postage (not the fee) paid by the sender. Source: USPS Domestic Mail Manual 609, Filing Indemnity Claims for Loss or Damage, 609.5.4; read Thu 24 Sep 2026.
USPSAppeal within 30 days, then a final appealUSPS DMM 609, 609.6.2 and 609.6.3; usps.com/help/claims
A partly paid or denied claim can be appealed within 30 days of the decision; a second, final appeal within 30 days of the appeal decision. Source: USPS Domestic Mail Manual 609, Filing Indemnity Claims for Loss or Damage, 609.6.2 and 609.6.3; usps.com/help/claims; read Thu 24 Sep 2026.
USPSBulk claims need written USPS approvalUSPS DMM 609, 609.1.2
Filing in bulk through the Business Customer Gateway needs written approval by USPS Revenue and Field Accounting; criteria include claim history, reimbursement policy and absence of third-party shipping insurance. Source: USPS Domestic Mail Manual 609, Filing Indemnity Claims for Loss or Damage, 609.1.2; read Thu 24 Sep 2026.
ShopifyUPS labels bought in Shopify: claim through Shopify SupportShopify Help Center, Submitting a claim with the carriers supported by Shopify Support
For UPS labels bought in Shopify in the United States, the claim form is filled in the order page and sent to Shopify Support, with the reason, product description and category, photos of the damaged products, the packaging and the label, and the claim amount. Source: Shopify Help Center, Submitting shipping claims, Submitting a claim with the carriers supported by Shopify Support; read Thu 24 Sep 2026.
ShopifyShipsurance: up to $200 included on eligible labelsShopify Help Center, Shipping insurance with Shipsurance; Submit a claim with Shipsurance
Labels bought in Shopify can carry Shipsurance insurance; up to $200 is included at no cost on each eligible label when Shopify Payments is active and the store is on the Grow, Advanced or Plus plan. An insured shipment is claimed on Shipsurance's form in the Shopify admin. Source: Shopify Help Center, Submitting shipping claims, Shipping insurance with Shipsurance; Submit a claim with Shipsurance; read Thu 24 Sep 2026.
ShopifyThe automated email carries no referenceShopify Help Center, Shipping claims process for carriers supported by Shopify Support
After submission, an automated email acknowledges the request without a reference ticket ID; a later reply from Shopify Support carries the reference ticket ID, which is added to the order timeline. Source: Shopify Help Center, Submitting shipping claims, Shipping claims process for carriers supported by Shopify Support; read Thu 24 Sep 2026.
ShopifyUSPS labels bought in Shopify: claim with USPSShopify Help Center, Submit a claim directly with the shipping carrier
For USPS labels bought in Shopify, the order page gives a link to file directly with the carrier; the claim is not tracked or stored by Shopify. Source: Shopify Help Center, Submitting shipping claims, Submit a claim directly with the shipping carrier; read Thu 24 Sep 2026.
RedoRedo files for labels it provided, credits the label balanceRedo Help Center, How to file; What to expect; FAQ
Redo files carrier claims for labels it provided, not for labels bought elsewhere; a damage claim requires an image; for outbound packages an approved amount is credited to the label balance; claims take 3 to 6 weeks. Source: Redo Help Center, Filing a Shipping Claim with Redo, How to file; What to expect; FAQ; read Thu 24 Sep 2026.
Internal choices (12)
Choices this workflow makes, labelled as ours. Each can be changed in one place.
Set by usGive notice within 2 business days of the first reportOur choice
Filed directly with UPS, notice goes within 2 business days of the first report without waiting for every photo: a notice needs only the date of shipment, the tracking number and the nature of the damage. Through Shopify Support or Redo, whose forms need the photos, the same two days apply to a complete form.
Set by usAsk for photos while the box is at handOur choice
The photos a carrier may ask for later are asked of the customer at the first reply, while the box is still at hand. They block filing only where the filing form requires them (Shopify Support; Redo for damage).
Set by usInvestigate a delivered package before any claimOur choice
When tracking shows delivered and the customer has nothing: confirm the address, ask where parcels are usually left, and review the delivery details. No claim is filed and no refusal is sent before that.
Set by usClaim only the affected bottles, at the price paidOur choice
The documented value is the affected bottles at the price paid on that shipment (order total after discounts divided by bottles). Bottles the customer calls sticky are not claimed unless documented.
Set by usOne incident, one caseOur choice
Tickets about the same tracking number and incident merge into one case. A complement or an appeal attaches to the open claim; a replacement package has its own tracking number and its own case.
Set by usUncertain submission: verify, never resendOur choice
If a submission's response is lost or unclear, the case waits in 'confirmation to verify' until someone checks the channel for an existing claim. No second submission meanwhile.
Set by usFiled means a carrier referenceOur choice
A case counts as filed only with a claim reference from the carrier, or a partner's written confirmation that it filed with the carrier. An internal ID, an automated acknowledgment or a support ticket number is recorded as what it is.
Set by usApproved is not paidOur choice
A case is settled when the money or credit received is matched against the approved amount, not when a claim is approved.
Set by usA customer's statement is not a recordOur choice
A customer saying the carrier has accepted or paid changes nothing until a document from the claim channel arrives.
Set by usThe customer never waits for the claimOur choice
The customer's replacement or refund is handled on its own track and never waits for the carrier's answer.
Set by usFollow-up dates we setOur choice
Reply to a customer the same business day; chase a missing Shopify reference after 2 business days; ask Redo for a status after 3 weeks; chase a carrier decision after 10 business days; answer a carrier's request within 2 business days.
Set by usHow days are countedOur choice
A deadline 'within N days after' an event is that event's date plus N days, inclusive. Business days skip weekends only; public holidays are not counted in this demo.