What to Do for an International Shipping Complaint: Step-by-Step Guide

Facing a lost, damaged, or non-delivered international package? Start by gathering your tracking number and any related documents like receipts or photos. For carriers like USPS and UPS, file inquiries or claims online using specific tracking formats--such as 13-digit numbers starting with EA-EZ for USPS or 1Z for UPS. Platforms like AliExpress require opening a dispute in their app after contacting the seller.

Consumers and shippers both play roles: recipients often initiate USPS claims online or in person, while shippers track UPS progress in their dashboard and provide payment details. This process resolves many issues without guesswork. USPS handles international mail inquiries by corresponding with foreign posts, UPS requires photos of damage and labels for claims, and AliExpress disputes cover non-delivery or wrong items based on user experiences.

Follow the platform-specific steps below to file effectively in 2026.

Start with a USPS International Inquiry or Claim

For international mail handled by USPS, begin with an inquiry if the package shows as lost or delayed. Provide mailing information, including the tracking number, and file online or by phone. USPS then corresponds with the foreign postal service and advises on results.

If the issue involves insured mail--such as loss or damage--file a formal insurance claim. Eligible tracking numbers are 13-digit label or tracking numbers starting with prefixes like EA through EZ, CA through CZ, HC through HZ, or RA through RZ, and ending in US. Log into your USPS.com account to file online. In-person filing is also available at post offices.

After printing any required information and checking timeframes, file the domestic or international insurance claim with USPS online or in person. Refer to IMM Chapter 9 for details on claims, including appeals processes.

Filing a Claim for UPS International Shipments

UPS international shipments follow an online claims process. The shipper typically files and tracks the claim through their dashboard, while recipients contact the shipper for updates.

Start by gathering key documents: a photo of the shipping label showing the 1Z tracking number, photos of any damage to the packaging and contents, and proof of value like invoices or receipts. Submit everything online via the UPS claims page.

Once filed, monitor progress in the shipper's dashboard. Resolution takes 8-15 business days if no further investigation is needed, with payments issued to the shipper in 3-5 days after validation.

Handling Complaints on Platforms Like AliExpress

For international shipments from marketplaces like AliExpress, contact the seller or use in-app chat first to resolve issues like non-delivery, damage, or wrong items. Users report opening disputes in the app after this step, often for refunds.

Disputes cover common problems with international packages. Some users note high success rates in getting refunds through this process.

How to Choose the Right Complaint Path for Your International Shipping Issue

Select your path based on the carrier or platform, issue type, and your role as consumer or shipper. Use tracking to confirm eligibility--consumers file USPS claims online with details, shippers handle UPS tracking and docs, and buyers open AliExpress disputes.

Match your situation to these workflows for the best results.

FAQ

What tracking numbers work for USPS international claims?

13-digit tracking or label numbers starting with EA-EZ, CA-CZ, HC-HZ, or RA-RZ and ending in US qualify for USPS international claims.

How long does a UPS international claim take?

UPS claims resolve in 8-15 business days if no further investigation is required, with payments to the shipper in 3-5 days after validation.

Can I file an AliExpress dispute for non-delivered international packages?

Yes, users report filing disputes in the app for non-delivered international packages after contacting the seller.

Who gets paid in a successful USPS or UPS claim?

Payments go to the shipper or claimant listed on the insurance or claim details.

What documents do I need for an international shipping claim?

For USPS, include tracking and mailing info; for UPS, provide shipping label photos with 1Z tracking, damage photos, and value proof like receipts.

Should I contact the seller before filing a formal complaint?

For platforms like AliExpress, contact the seller or chat first before opening a dispute.

Gather your tracking number and documents now, then follow the steps for your platform to start the process.