How carrier damage claims work

Received a package that had been crushed during transit — the card inside had a visible crease. Filed a USPS damage claim for the first time and want to document the process since it is not as straightforward as it should be.

Who can file a USPS damage claim

Either the sender or the recipient can file a claim for damaged mail, but the process differs depending on which party files. The recipient filing a claim is simpler in most cases — you have possession of the damaged item and can provide the evidence directly. The sender filing requires them to have the original mailing receipt and declared value documentation.

What you need to file

Photographs of the damaged packaging exterior and the damaged contents. The original packaging if available — USPS sometimes requests you bring it to a post office for inspection. Any documentation of the item value, which is where it gets complicated for novelty merchandise since there is no retail receipt. For USPS Priority Mail packages, damage claims cover up to the declared value at time of mailing.

The process in practice

I filed online at usps.com. The initial claim form asked for the tracking number, damage description, and item value. USPS sent a follow-up request for photos, which I uploaded through the claims portal. Processing took about three weeks. The claim was approved for a partial amount — the item value I could document, which was the shipping cost I had paid, not the cost of the contents.

For packages with declared value higher than the shipping cost, you need documented proof of item value for USPS to honor a full claim. This is why packages shipped with accurate declared values fare better in claims than packages with minimal declarations.

The more useful immediate step: contact your vendor about the damaged card. Most vendors have transit damage policies that are faster and more practical than carrier claims for small items.