Narrative Summary

I shipped a $1,500 gaming laptop. Mid-transit, a scammer hacked the buyer's UPS My Choice account and redirected the package to a trap house three cities over. Tracking showed "Delivered to Alternate Address." The real buyer filed a police report and contacted me. I filed a claim with UPS, but they denied it instantly. Their response stated: "The package was successfully delivered to the alternate address requested via the authorized My Choice portal."

The Resolution Strategy

UPS frequently washes their hands of My Choice fraud, claiming that if the redirection came through the portal, it's the customer's fault for getting hacked, absolving the carrier of any delivery liability.

Using an Authori-generated appeal letter, the strategy aggressively escalated the dispute using UPS Telemetry and IP Verification statutes.

The drafted appeal explicitly noted that the shipper (the account holder who paid the postage) did not authorize the redirection. It formally demanded an audit of the IP address and telemetry data used to initiate the redirection in the My Choice portal, asserting that UPS’s security protocols failed to verify the identity of the requester. By holding UPS accountable for executing an unverified, fraudulent routing change that breached the original shipping contract, the appeal forced their fraud department to accept liability. They issued the $1,500 check.