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Verizon Not Submitting a Claim for Missing Package

I traded in two phones. One made it back to the Verizon warehouse, one got lost by UPS. Because it is a prepaid shipping label from Verizon, UPS refuses to let me file the missing package claim and says Verizon must do so. Verizon doesn't know how to do it. I know I'm not the first customer to experience it. It just seems to me Verizon should have a process in place for this.