UPS: Official Contacts and How to Report a Scam

What UPS says about scams: UPS says it does not request payments, personal or financial information, account numbers, IDs, passwords or invoice copies in an unsolicited manner through email, mail, phone or fax. Only a few packages require money for delivery (collect on delivery, duties or taxes) and tracking the package on ups.com is the safest way to see if a fee is due. Fraudulent texts claiming a package is waiting usually ask for personal information or advance payment, and links may carry malware. A UPS representative will always be able to give you a tracking number you can verify on the website.

Report a scam or fraud: Do not respond, click links or open attachments in the suspicious text, call or email. Use the 'Email UPS' fraud form on the fraud page: ups.com/upsemail/input?loc=en_US&fraud=true (UPS publishes a web form, not an abuse mailbox, on this page). Further spam/phishing reporting route linked by UPS: FTC reportfraud.ftc.gov/#/?orgcode=UPS

File a UPS claim (lost or damaged package): Start a claim within 60 days of the scheduled delivery for lost or damaged packages or a missing C.O.D. payment. Recipients and third parties can file as a guest (ups.com/guestclaims/create?loc=en_US). UPS says it accepts no responsibility for costs or charges incurred through fraudulent activity by third parties. (source)

• UPS warns of lookalike domains (for example unitedparcelservices.com); use ups.com typed directly rather than a link in a message.
• UPS says legitimate 'epackage' email links always start with ftp2.ups.com.
• UPS says to never wire money, send money orders, gift cards or cash to UPS; use the UPS Billing Center.

What UPS says about scams: UK page carries the same advice as the US page (UPS does not request payment or personal information unsolicited by email, phone or fax; only COD, duties and taxes are legitimate delivery payments; check ups.com directly), with UK example PDFs of fraudulent emails, texts and websites.

Report a scam or fraud: Use the 'Email UPS' fraud form: ups.com/upsemail/input?loc=en_GB&fraud=true UK national routes (not named on the UPS page; taken from other carriers' official UK pages and the NCSC): forward scam texts to 7726; forward scam emails to [email protected].

File a UPS claim / complaints procedure (UK): UK contact page links a 'File a Claim' page and a complaints-procedure PDF. The UK contact page states that delivery change requests made by phone incur an additional fee of EUR 6 excluding VAT (or local-currency equivalent), which is a genuine published UPS fee. (source)

• UPS UK says delivery change requests by phone incur an additional fee of EUR 6 (excl. VAT), so a fee for a phone change is not automatically a scam, but a text link asking for a card payment is.
• Same UPS principle as US: no unsolicited requests for payment or personal information.