This article explains the most common reasons parcel claims are rejected by carriers, and what to check before submitting.
Timing
Claims must be submitted within the carrier's specified timeframe. Missing this window is one of the most common reasons for rejection.
Carrier | Deadline |
Royal Mail (damage) | 30 calendar days from eligible claim date |
Royal Mail (loss) | 37 days from posting date |
UPS | 60 days from shipping date — decisions are final, no appeals |
Missing or incomplete documentation
Most carriers require three documents:
Proof of sale — to verify the transaction
Proof of cost — to substantiate the item's value
Proof of postage — evidence the parcel was physically handed to the carrier
For Royal Mail claims, the product must be clearly highlighted on the cost invoice, and the product name must match the sales invoice exactly.
Delivery confirmed without signature
If the carrier's proof of delivery confirms the parcel was delivered to the correct address and no signature was required, the claim may be rejected — even if the customer says they didn't receive it.
Carrier exclusions
Some items are excluded from coverage regardless of the circumstances. Always check the carrier's prohibited and limited items list before submitting.
Example: DPD does not accept claims for jewellery exceeding £250.
Before you submit
Submit as early as possible — don't wait until the deadline
Ensure all document details match across proof of sale, proof of cost, and proof of postage
Check the carrier's exclusions list for the specific item type