A package stuck for several days without a clear explanation, a tracking status that says “held at the warehouse,” and no identified contact person to resolve the situation: this scenario regularly affects UPS package recipients, especially for international shipments. Understanding why a package remains in the warehouse and knowing who to contact can shorten the blocking period, sometimes by several weeks.
EORI Number and UPS Administrative Hold: The Most Common Cause in B2C
When receiving an international package valued over €150, customs requires an EORI number (Economic Operators Registration and Identification) to process customs clearance. Since January 2026, Regulation (EU) 2025/1234 has strengthened this requirement for all B2C packages exceeding this threshold. The result: a notable increase in administrative holds at UPS.
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If ordering from a website outside the European Union, it sometimes happens that the sender does not provide this number to UPS. The package then remains in the warehouse without the recipient being informed. To check if this is the cause of the hold, one can log into the UPS tracking space and consult the customs clearance details. If the status mentions a missing document, contacting UPS with the EORI number resolves most cases.
For individuals without an EORI number, it must be requested from French customs. The procedure is done online and takes a few days. Without this number, the package can remain stuck indefinitely, until it is returned to the sender.
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When faced with a package held at the UPS warehouse, the reflex should be to check if a customs document is missing even before calling customer service.
Contacting UPS Customer Service France: The Right Channels Depending on the Situation
Calling UPS randomly often wastes time. The telephone customer service redirects to automated menus, and wait times vary greatly depending on the time slot. Here are the channels to prioritize based on the type of hold.
- Online tracking on ups.com: the first reflex. The tracking details sometimes show a mention of “exception” or “held,” with a coded reason. This reason guides the approach (missing document, incorrect address, unpaid customs duties).
- UPS online chat: accessible from the support page, it allows for a response in a few minutes for simple cases (address correction, delivery confirmation). Less effective for customs holds.
- Phone call to UPS France customer service: reserved for urgent cases or situations not resolved online. Have the tracking number, an ID, and, if possible, the commercial invoice of the package on hand.
One point to note: UPS distinguishes between recipient customer service and sender customer service. If you are the recipient, certain actions (like changing the delivery address or paying customs duties online) are only available if the sender has activated the UPS My Choice option.
Low-Value Package Hold: Comparing UPS and Chronopost for Shipments Under €50
B2C low-value packages (under €50) also face warehouse holds, with blocking mechanisms that differ from those of high-value shipments.
At UPS, a €30 package shipped from Asia can end up in the warehouse for a reason as simple as an incomplete customs description. The processing then follows the same circuit as high-value shipments, with the same delays. There is no priority queue for small packages at UPS.
Chronopost handles this type of situation differently. For low-value shipments, Chronopost applies simplified customs clearance which reduces the risk of prolonged holds. The recipient receives an SMS or email with a payment link for any customs duties or VAT, preventing the package from stagnating for no apparent reason.
The difference is especially felt in resolution times. Feedback from e-commerce merchants confirms this trend: UPS lags behind in managing holds compared to DHL and Chronopost, particularly for small shipments where simplified customs clearance saves several days.
When to Prefer an Alternative Carrier
If you regularly order low-value items from abroad, checking the carrier used by the seller before confirming the order can avoid much frustration. Some sellers on marketplaces offer several delivery options. Choosing Chronopost or Colissimo for intra-European shipments reduces the risk of long holds.
For shipments outside the EU, having a tracking number compatible with automated customs clearance is a good indicator. Carriers that integrate customs data upstream (tax number, precise description of goods) cause fewer warehouse holds.
UPS Proactive Alerts: What the Predictive Hold System Changes
Since late 2025, UPS has deployed an AI-based system to predict warehouse holds. This program sends proactive alerts 48 hours before a likely hold, allowing time to provide missing documents or correct an address.
During pilot tests, this system reduced reported hold cases by about one-fifth. The system is not yet generalized to all flows, and feedback varies on this point depending on geographical areas and types of shipment.
To benefit from it, one must have an active UPS My Choice account and have provided complete contact details. Alerts arrive via email or through the UPS mobile app. Activating UPS My Choice before shipping the package remains the best way to prevent a silent hold.
Filing a UPS Claim in Case of Prolonged Hold
When a package remains stuck for more than two weeks despite follow-ups, it is possible to file a formal claim on the UPS website, in the “File a Claim” section. The procedure requires the tracking number, a description of the problem, and proof of the package’s value (invoice, order screenshot).
UPS processes claims within a variable timeframe. If the hold has caused damage (destroyed perishable product, order canceled by the seller), attaching proof of damage strengthens the case. The claim does not guarantee a refund, but it triggers an internal review that can expedite the release of the package.
A package held at the UPS warehouse almost always ends up being released or returned. Checking the tracking from the first day of delay, identifying the cause (document, VAT, address), and using the right contact channel makes the difference between a few days of waiting and several weeks of silence.