Filing a Lost or Missing Claim
As part of DocuPost's user satisfaction guarantee, you may use our automated claims system to submit a claim for a lost or missing letter, check or postcard by navigating to the mailing in question from within your dashboard and clicking the "File a Lost/Missing Claim" link in the upper right, if available.
Prior to filing a support ticket with DocuPost, be sure to confirm whether your mailpiece was eligible for a claim through our automated claims system.
If the link does not appear, the mailing may not be eligible, or may still be in production or processing.
Navigate to your DocuPost dashboard by clicking here.
Find and click on your letter, postcard or check that you wish to file a claim for.
Look for the "File a Lost/Missing Claim" link in the upper right of your mailing detail page in DocuPost.
If applicable, use the automated claim system to confirm refund eligibility in the case of lost or missing mail.
Terms for DocuPost Claims & Satisfaction Guarantee
Claims must be submitted within 90 days of mailing. If you are within the 90 day window, the following criteria is used to determine eligibility:
Regular Mail (Non-Certified)
Claim granted (mailing cost refunded to DocuPost account) if 7 days have passed since estimated delivery date and still not in transit per USPS tracking. If there has been a scan in at least one USPS sort facility, then we are unable to grant a refund as regular mail is not scanned upon delivery and any mail system delays are beyond DocuPost's control.
Certified Mail
Claim granted (mailing cost refunded to DocuPost account) if 7 days have passed since estimated delivery date and still not delivered, according to USPS tracking.
While DocuPost strives to prepare and submit mailings as promptly as possible, delays may occur due to high demand, technical issues, non-business days, or USPS operational challenges, including those during peak mailing seasons or holidays. DocuPost is not responsible for delays caused by letter production times, holidays, non-business days, USPS delays, or other circumstances occurring after the submission of your mailing request.