Customers should file domestic claims and appeals online. For domestic claims, go to www.usps.com/domestic-claims. Domestic claims that can be filed online include insured mail, Collect on Delivery (COD), Registered Mail™ with insurance, and Priority Mail Express® items. The online claims process captures all the necessary domestic claim information, provides the ability to electronically upload requisite supporting documentation (in PDF or JPG format) for a claim, and when the documentation is complete, inserts the claim into the queue for initial review.
1. Go to www.usps.com/domestic-claims.
2. Sign in to Online Claims with user ID and password.
3. Enter Tracking/Label Number and shipping date.
4. Enter Mailer and Addressee information and claim details.
5. Upload PDF or JPG files for substantiation of claim.
6. Review Claim and Submit.
We have reduced the filing timeframes for domestic claims; the chart is updated below.
Customers without internet access can file domestic claims by mail. They should call toll-free, 855-622-6332, for more instructions on filing by mail.
For International inquiries (for loss), customers should continue to call the USPS® Corporate Call Center at 800-222-1811 to start that process. For International claims for damaged items, customers should go to their local Post Office™ and start that process using PS Form 2855. For more information, go to: www.usps.com/international-claims.
Q. What if I am unable to file online?
A. If you do not have Internet access, you can file claims by mail. Call toll-free, 855-622-6332, for more instructions on filing by mail. Your proof of value and other supporting documents must be included when you file by mail.
Q. Can I file an international inquiry or claim online?
A. Not at this time. We hope to add online enhancements during FY2014 for International. To file an international claim for damage to a US-inbound package, you must file a PS Form 2855 International Claim Form at the Post Office. Be sure to bring the item, the mailing container, wrapping, packaging, and any other contents to the Post Office. To start the international inquiry process, please call 800-222-1811. Go to www.usps.com/international-claims for more information and instructions.
Q. How do I check the status of my domestic claim?
A. For claims filed online, login to Online Claims at www.usps.com/domestic-claims and check the status in your USPS.com account. For other claim status questions, email the Accounting Help Desk at HelpDeskAccounting-St.LouisMO@usps.gov or call 866-974-2733, Monday through Friday, 7a.m. – 7 p.m. CST. If your original claim was filed online, you can also file an appeal online.
Q. What is the process to submit requests for Priority Mail Express service guarantee refunds?
A. This process has not changed; you (the mailer) should go to the local Post Office to request the refund. Be sure to bring the original customer copy of Label 11 (Priority Mail Express label).
Q. How do customers find the status of a Registered Mail item with no declared value?
A. The inquiry should be made 15 days after the mailing date, either at www.usps.com (by entering the Label/Tracking number) or by calling 800-222-1811.
— Revenue and Field Accounting,
Controller, 1-23-14
