--- title: "Who files a USPS claim, the seller or the buyer?" description: "Either can file for damage or missing contents; a lost-package claim needs the mailing receipt or label record. If both file, the first approved one is paid." canonical: https://resellerindex.com/usps/services/who-files-the-claim/ last_updated: 2026-10-19 publisher: "The Reseller Index" --- # Who should file the USPS claim, the seller or the buyer? Either the sender or the recipient can file a USPS claim for a damaged package or missing contents; for a lost package the filer must have the original mailing receipt or the online label record, which in an online sale is usually the seller. If both of you file, USPS pays the one who filed first and whose claim it approves. Fees from [USPS Notice 123](https://pe.usps.com/text/dmm300/Notice123.htm) effective Oct 4, 2026 (the same since Jul 12, 2026); rules quoted from the Domestic Mail Manual and usps.com, each with its section. USPS decides every claim and refund; this is a guide to its published rules. Rates verified on Oct 19, 2026 ## What USPS's rule says > “Either the mailer or addressee, for damaged articles or articles with some or all of the contents missing.” > > — [DMM 609.1.3](https://pe.usps.com/text/dmm300/609.htm), checked Oct 19, 2026 > “Either the mailer or addressee who is in possession of the original retail mailing receipt, or in possession of the online label record or computer printout of the Web-based application as described in 3.1d, for lost articles.” > > — [DMM 609.1.3](https://pe.usps.com/text/dmm300/609.htm), checked Oct 19, 2026 ## Who holds what USPS asks for *What a claim needs and who usually has it after an online sale. Rules: DMM 609.1.3, 609.2.0, 609.3.1 and 609.3.2.* | What USPS asks for | Usually held by | Why it matters | | --- | --- | --- | | Online label record or mailing receipt (evidence of insurance) | Seller | Needed to file for a lost package (609.1.3) | | Proof of value: the sale record or invoice | Seller; the buyer has the payment record | Every claim needs it (609.3.2) | | The box, packing and damaged item | Buyer | USPS can ask to inspect them; without them the claim is denied (609.2.0) | | Photos of the damage | Buyer, shared with the seller | USPS's claims page says clear photos help | > “the addressee must retain the mailing container, including any damaged articles, all packaging, and any contents received.” > > — [DMM 609.2.0](https://pe.usps.com/text/dmm300/609.htm), checked Oct 19, 2026 > “Upon written request by the USPS, the addressee must make this proof available to the local Post Office for inspection ... Failure to do so will result in denial of the claim.” > > — [DMM 609.2.0](https://pe.usps.com/text/dmm300/609.htm), checked Oct 19, 2026 ## When a buyer reports damage 1. Ask for photos of the outside of the box, the inside, the packing and the item before anything is thrown away. Damage from shock with no damage to the box isn't payable (DMM 609.4.3), so the outside matters. 2. Ask the buyer to keep everything until the claim is settled; USPS can ask them to bring it to their Post Office. 3. Decide who files. If you file, you hold the label record and proof of value, and the buyer's part is keeping the evidence available. 4. File by day 60 after the mailing date; damage claims can be filed right away ([time limits](https://resellerindex.com/usps/services/claim-time-limits/)). 5. Handle the buyer's refund under your selling platform's own process; USPS pays the claimant, not automatically whoever is out of pocket. > “Save the original packaging and everything in the package until your claim is settled.” > > — [USPS claims page](https://www.usps.com/help/claims.htm), checked Oct 19, 2026 ## Worked example: a broken lamp *Worked example: A lamp that sold for $120 arrives broken; Priority Mail, mailed Oct 1, 2026, insured for the full $120* | Insurance bought for $120 (replaces the included $100) | $4.50 | | --- | ---: | | Who files | The seller, who holds the label record and the sale record | | What the buyer does | Keeps the box, packing and lamp; sends photos | | Last day to file (day 60) | Nov 30, 2026 | | Most USPS pays | $120.00, or the repair cost if less, minus any depreciation | For damage, USPS doesn't add the postage; that's added only when an insured package is lost (DMM 609.5.4). Repairs are paid up to the item's value when mailed (DMM 609.4.1). ## If both of you file > “If the mailer and the addressee both claim insurance, any payment due is made to the party who submits the claim first and whose claim is approved for payment.” > > — [DMM 609.5.5](https://pe.usps.com/text/dmm300/609.htm), checked Oct 19, 2026 Two claims for one package don't double the payment. Agree who files before anyone does, so the evidence goes into one claim. ## Cases neither of you can claim - Loss after USPS delivered the package (“Loss, damage, or have missing contents, that occurred after delivery by the USPS.” ([DMM 609.4.3](https://pe.usps.com/text/dmm300/609.htm))). For Priority Mail Express without a signature, a delivered scan counts as delivery (DMM 503.4.1); for other services, whether a package scanned as delivered really arrived is decided on the claim ([what to do](https://resellerindex.com/usps/services/file-a-claim/)). - A package the addressee or their agent signed for (“Loss after items signed for by the addressee, the addressee’s agent, or delivery employee if authorized under the applicable standards.” ([DMM 609.4.3](https://pe.usps.com/text/dmm300/609.htm))). - Scuffs on an item that wasn't wrapped (“Damage by abrasion, scarring, or scraping to articles not properly wrapped for protection.” ([DMM 609.4.3](https://pe.usps.com/text/dmm300/609.htm))). - Value that is only sentimental, or replacement value above what the item was worth when mailed ([what USPS pays](https://resellerindex.com/usps/services/proof-of-value/)). ## Questions ### Can the buyer file a USPS claim for a lost package? Only with the original mailing receipt or the online label record (DMM 609.1.3), which buyers of online orders usually don't have. For damage or missing contents, yes. ### Does the buyer have to keep the damaged box? Yes. The addressee has to keep the container, packing and contents, and if USPS asks to inspect them and they aren't produced, the claim is denied (DMM 609.2.0). ### Who gets paid if the buyer files? The person whose claim USPS approves. If both file, the first filed and approved claim is paid (DMM 609.5.5). ## Related questions - [How do I file a USPS insurance claim for a lost or damaged package?](https://resellerindex.com/usps/services/file-a-claim/) Online at usps.com or on PS Form 1000: the window, the evidence and what happens after. - [What proof of value does USPS accept for an item I sold online?](https://resellerindex.com/usps/services/proof-of-value/) The sale record USPS accepts, and what it pays: value when mailed, depreciation, postage. - [Why was my USPS claim denied, and how do I appeal?](https://resellerindex.com/usps/services/claim-denied/) The DMM 609 denial reasons that catch resellers, and the two 30-day appeals. - [How soon, and how late, can I file a USPS claim?](https://resellerindex.com/usps/services/claim-time-limits/) The earliest and latest day to file for each service, with dates for a real mailing. - [How much does USPS shipping insurance cost?](https://resellerindex.com/usps/services/insurance-cost/) The full Notice 123 fee table, a calculator, the included-$100 rule, and Media Mail versus Ground Advantage. All 20 questions: [USPS claims, refunds and extra services](https://resellerindex.com/usps/services/) ## How we checked this Fees come from [Notice 123](https://pe.usps.com/text/dmm300/Notice123.htm) effective Oct 4, 2026, read on Oct 19, 2026 by USPS's own price code for each fee and matched to the [USPS price file](https://pe.usps.com/resources/PriceChange/Time-Limited%20OCT%202026%20Price%20Change%20-%20Notice%20123%20-%20Final.zip); earlier fees come from the same codes in the Postal Explorer archive editions back to Jul 13, 2025. Every fee on these pages is the same in the Jul 12, 2026 and Oct 4, 2026 editions: the Oct 4 holiday edition changed package postage, not extra-service fees. Rules are quoted word for word from the Domestic Mail Manual sections and usps.com pages listed below, fetched on Oct 19, 2026. Package postage in examples is USPS's own price; selling platforms and label services can charge their own. ## Sources Rates verified on Oct 19, 2026 from each official page below. - [USPS Domestic Mail Manual 609: Filing Indemnity Claims for Loss or Damage](https://pe.usps.com/text/dmm300/609.htm) - [USPS: File a USPS Claim: Domestic](https://www.usps.com/help/claims.htm) - [USPS Domestic Mail Manual 503: Extra Services](https://pe.usps.com/text/dmm300/503.htm) Subscribe: https://resellerindex.com/subscribe/ Pricing postage into every listing? The Profit Toolkit, $29 once (our own product) One Excel workbook you own: the fee calculators for 7 platforms (not TikTok Shop), USPS Media Mail and Ground Advantage tables, a minimum-price builder, a profit log and a monthly P&L. Instant download; refund within 30 days if it doesn't help. 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