What to do if the package is lost in the mail. The parcel was lost at the Russian post office, what to do?
You will need
- a copy of the receipt indicating that the parcel was sent; identification document, such as a passport. In addition, it is better to have a computer and Internet access.
Instructions
First, you need to notify the sender. Online stores prefer to return money more often or resend the order, but they deal with the mail themselves. You will have to look for parcels from relatives or friends yourself. Ask them to send you a copy of the receipt they received when the package was shipped. If an inventory of the contents was compiled when sending the parcel, it would be useful to obtain it as well.
In Russia, on average, parcels travel from 5 to 14 days. Foreign parcels may take longer to arrive as they are sometimes delayed at customs. It is necessary to find out exactly when she crossed our border. This is easier for the sender, who can contact his postal service.
Then you need to find out the postal ID number that is assigned to any mail item. This number is indicated on the check that the sender receives when accepting it from him. The modern Russian postal service has its own website, where there is a service that allows you to carry out postal items. So, knowing this number, you can track the entire path of the parcel to its destination in advance.
You will need two email addresses intended for tracking postal items. different types: for ordinary ones sent from the territory of our country (http://post-rossii.rf/rp/servise/ru/home/postuslug/trackingpo); for 1st class mail and EMS mail ( http://fcr.russianpost.ru/portal/ru/home/postal/trackingpo).
Once you find out the ID number, go to the Russian Postal Service website and enter it (without brackets or spaces) in the special field. For parcels sent from abroad, such a number must be looked for in the check line “Customs form: xxxxx”, where xxxxx is identification number.
Having found out the point where the parcel disappeared from the sight of the postal services, we can safely go to the post office and write a claim. In order for your claim to be accepted, you must attach a copy of the parcel receipt (ask the sender to send you a photo of the receipt by email or fax). It's also better to give full description your parcel, describing it appearance and content. The Postal Service is required to investigate your claim. She must either find the package or compensate you for its cost.
If your postal workers evade their duties in every possible way, using rudeness and far-fetched reasons for refusal (for example, lack of a copy of a check in Russian), you can write email to the address [email protected] . The subject of this letter is “How to find a package.” This email address belongs to the Directorate for Quality Management of the Federal State Unitary Enterprise "Russian Post". If you do not have the opportunity to use the Internet, then call their Moscow phone number 956-99-50. The experience of your fellow sufferers has shown that this department works quickly, correctly and effectively.
Please note
You may be able to find the parcel by tracing its path yourself at your own post office. Sometimes postal workers are in no hurry to deliver notifications to recipients, since a penalty is charged for storing a parcel that has been in the mail for more than 10 days. So it's always better to find out postal id expected parcel. This will help you know in time when it arrives at your post office.
To make it easier for you to return the cost of a lost postal item in the event of an unfavorable set of circumstances, send it with the declared value and an inventory of the contents. They charge a higher percentage for sending valuable parcels, but if such a shipment is lost or damaged, you will be refunded money in the amount of the declared value of the parcel. This compensation is significantly higher than compensation based on the weight of your mail. In addition, check whether your parcel contains any prohibited items. There is criminal liability for sending some of them.
Sources:
- how to find a parcel
Of course, with the advent of the Internet and email, traditional mail began to rapidly lose its position. However, if the Internet easily copes with sending letters and telegrams, then we send parcels to our loved ones by mail. There are no other options yet.
You will need
- - check;
- - computer
Instructions
It would seem that nothing has changed in the process of sending and receiving the parcel. You go to the post office with a parcel ready to be sent, or you buy a standard parcel box at the post office, put the items prepared for shipping there, fill out the shipping forms, pay for the postage and receive a receipt - a guarantee that your parcel will not get lost. But the reality is that the courts are literally overflowing with lawsuits from citizens whose parcels were either lost, stolen, or arrived very late. What should be done if the sent parcel for a long time doesn't come?
Today, each mail item is assigned an individual postal identifier. Along the route from each stage of forwarding, information about the location of the postal identifier is sent to unified system accounting and control. Thus, thanks to it you have the opportunity to track the passage of mail via the Internet.
Your package did not reach the recipient or is damaged. Where to go and how to get your money back?
Unfortunately, such questions are not uncommon, because anyone can encounter an unscrupulous postal worker. If the delivery of the postal item was not carried out successfully or if the parcel turned out to be different from what was expected, then you must be guided by the following:
1. Claims related to non-delivery, late delivery, damage or loss of a postal item may be filed both with the postal operator who accepted the item and with the postal operator at the destination of the postal item within 6 months from the date of dispatch of the postal item (Article 37 Federal Law of the Russian Federation “On Postal Communications”, clause 52 of the Rules for the Provision of Postal Communications Services, approved by Government Decree No. 221 dated April 15, 2005 (hereinafter referred to as the Rules for the provision of postal communications services) The claim must be submitted in writing, to which a copy of the agreement is attached. on the provision of postal services or another document (receipt, list of attachments) and evidence of non-fulfillment or improper fulfillment of obligations by the Operator.
The complaint states:
a) details of the applicant’s identity document;
b) type of postal item;
c) number of the postal item or postal order;
d) date and place of reception;
e) destination;
f) the amount of declared value or a detailed list and value of the sent investment;
g) address and full name of the sender and addressee;
h) type of packaging.
2. Upon receiving a complaint, postal workers will have to conduct an investigation and find out at what stage the mail item went missing - its movement is tracked and entered into a unified accounting and control system. Besides, modern technologies forwarding allow you to independently track the path of your parcel via the Internet using a unique postal identifier assigned to each postal item on the Russian Post website at the link http://russianpost.ru/rp/servise/ru/home/postuslug/trackingpo. The postal identifier is located in the check issued upon receipt of mail (domestic 14-character or international).
3. The deadlines for consideration of a claim are provided for in clause 55 of the Rules for the provision of postal services:
- for postal items sent within one locality - within 5 days; - for all other domestic mail – within 2 months.
4. If the claim is found to be justified, the Operator shall compensate for losses that directly and entirely depend on the execution of the shipment from the point of departure. Based on this, it is not recommended, in the case of a particularly valuable parcel, to neglect the recommendations of postal workers to evaluate your parcel in full of its value and draw up an inventory of the attachment. The sender’s right to independently determine the assessment amount of the attachment of a postal item with a declared value and choose packaging is provided for in Part 5 Article 19 of the Federal Law “On Postal Services”. It is clear that the higher the value, the more interest you will have to pay. But if your parcel is lost, you will be refunded the full “declared value” and the money paid for shipping, with the exception, however, of the fee for the declared value (Article 34 of the Federal Law “On Postal Services”, clause 57 of the Rules for the Provision of Postal Services) .
5. If a postal item is discovered after compensation for its loss has been paid, the parcel is handed over to the addressee or returned to the sender. In this case, the money received as compensation minus the penalty for delay in shipment must be returned, otherwise the parcel will not be delivered (clause 56 of the Rules for the provision of postal services).
6. The sender’s right to receive from the Postal Operator a penalty in the amount of 3 percent of the fee for the postal forwarding service for each day of delay, but not more than the amount paid for such a service, is provided for in case of violation of the control deadlines for sending postal items, and in case of violation of the deadlines for sending by air transport, the difference between the air shipment fee and by land transport(clause 57 of the Rules for the provision of postal services).
Deadlines for sending postal items, with the exception of written correspondence, are established by the Postal Operator independently (Article 16 of the Federal Law of the Russian Federation “On Postal Communications”). However, the Operator is obliged to provide users of postal services with complete information about the established deadlines for the provision of this service.
7. If a situation occurs that some item did not arrive or arrived damaged, this fact must be documented at the post office where the parcel was received. One of the grounds for releasing a postal operator from liability is damage to the attachment of a postal item, accepted in a closed form and issued against signature to the addressee in compliance with established requirements, in the absence of external damage to its packaging and the mass of the postal item corresponds to the weight determined upon its acceptance (clause 58 Rules for the provision of postal services). In this connection, there is no point in filing a claim if it is opened by you at home or sent by the sender in a closed form.
In this case, if the parcel was registered with an inventory of the attachment, the operator will compensate for losses in the amount of the declared value, the missing part of the attachment indicated by the sender in the inventory; otherwise, if an inventory of the attachment is not drawn up, only losses in the amount of part of the declared value of the postal item, determined in proportion to the ratio of the weight of the missing or spoiled (damaged) part of the attachment to the weight of the sending attachment (without the weight of the envelope of the postal item) are subject to compensation (Article 34 Federal Law of the Russian Federation “On Postal Services”, clause 57 of the Rules for the provision of postal services).
8. If the postal operator refuses to satisfy the claim, or if it agrees to partially satisfy the claim, or does not receive a response from the postal operator within the time limit established for consideration of the claim, the service user has the right to file a claim in court.
Parcels sent by mail do not always reach their destination. Lost mail is not that uncommon. What to do if the sent package is lost?
Find out where the package is
All postal items and parcels, no exceptions, are assigned a unique track number. It is usually indicated on the receipt issued when paying for postage. This identification number will help you find the parcel, or rather determine last point, in which she was located, which will greatly facilitate the search.
You can track the route of a postal item on a special resource, such as ours. To do this, you need to enter the postal identifier in the field provided for this, and you will receive all the information about the parcel: which cities it passed through, how long it was on a certain segment. This way, you can understand where exactly the parcel was lost.
Filing a claim against the postal service
After you determine the point where the package was lost, you must submit a written claim due to the fact that the postal item was lost or damaged. But please note that a claim can be filed no later than six months from the moment the parcel was sent. To file a claim, you must present a passport or other identification document confirming your identity and, without fail, the receipt that you received when sending the parcel. Recommendations should also be written regarding the adoption of certain measures that will help resolve this issue.
Not everyone knows, but if the package is lost, the sender retains the right to receive compensation for damage. The amount of the compensation payment depends on the type of parcel - it was a regular shipment or a valuable one; the territory of shipment (within the country or outside its borders) also matters.
But not in all cases postal service is responsible for lost parcels. Such cases include damage caused to the parcel due to the fault of the person who sent it or due to his negligence.
If you ordered goods from an online store, be sure to notify the sender about the loss of the package. You may receive a refund or resend the order; the store may resolve the issue with the mail without your participation. But you will have to find mail from your relatives on your own.
Delivery of parcels across Russia takes on average from 5 days to two weeks. If the parcel is coming From another country, delivery times increase. If you lose a package sent from another country, first of all, find out when it crossed the border.
Thus, if a package is lost, the following steps should be taken:
- find out the track number of the sent parcel;
- determine from the route map in which city the parcel was last located;
- write a complaint to the postal service.
Our service will help you quickly determine the route of the parcel, find out where it was last located and, thereby, reduce the time spent searching for it.
The subjective feeling that “something has not arrived for a long time” is not enough to be sure that it is missing. Look on the online store’s website to see how long they promised to deliver your order.
List of orders on AliExpress
These numbers don't just happen. As a rule, the estimated delivery time is close to reality. If there is plenty of time left in this period, just wait.
Check where the package is
Parcels have track codes that can be used to determine their location. They are usually present in personal account in the order card. If the parcel was sent by a private person, ask him for the necessary numbers.
Using the track code, you can find out the path of the cargo and see where it is stuck. It happens that a shipment sits for a long time at customs or in sorting center, and not necessarily in Russian. This usually happens during the period or holidays - employees cannot cope with the increased workload. This is unpleasant, but it is worth understanding and forgiving them.
The service is now provided by many services, here are some of them.
1. Russian Post
Parcels sent from a Russian locality are assigned a 14-digit track code. As for international parcels, on the Russian Post website you can find data only on those whose numbers begin with the letters R, C, E, V and L. The rest are considered untraceable.
2. Where is the package
Here you can also trace the path of untraceable shipments - but only to the border with Russia. The service has nowhere to get further information from, since “” does not provide such data.
3.Track24
There is also a route for untraceable shipments to the Russian border. Sometimes the information continues to be updated, but the website says that you shouldn’t believe it.
On the Track24 website you can enter the tracking code of the parcel and find out how long on average such items are delivered. It may be too early to panic.
Make sure that Russian Post is to blame
“Russian Post”, as the name implies, delivers by Russian Federation. And the parcel can only be lost after it has arrived in the country. If the shipment disappeared before this, then it is useless to file a claim with the domestic service.
If the track code shows that the parcel arrived safely in Russia and was lost at one of the stages here, you can proceed to the next steps of rescuing the cargo.
Go to the branch
Sometimes you simply don't receive a notification about your parcel. It shouldn't happen this way, but it does. If you see by the track number that the parcel is at the post office, fill out the notification form on the Russian Post website, print it out and go there.
If the shipment is untracked or is located in an unclear location, also go to the department with. Ask that the parcels be searched by address, last name, track code. Sometimes they are found. Postal employees who do not want to do this are motivated by a call to hotline by number 8-800-100-00-00.
If necessary information there is no Russian Post tracking service or the data has not changed for a long time, and the delivery period has expired, you can put the shipment on the wanted list. Check the period of stay of the cargo in transit in the relevant order - it varies and depends on the type of shipment and the city. But this does not apply to parcels that are not tracked in Russia.
The search claim can be filled out and sent on the website using the credentials from the “” portal or printed and taken to the department.
But there is a nuance: you need to attach to your application the receipt issued when sending the parcel, or a copy of it. You will have to ask the seller for it.
Applications to search for domestic and international postal items are accepted within 6 months from the date of dispatch.
A complaint about domestic shipments will be considered up to 30 days, for international shipments - up to 90 days.
Wait for a decision
If Russian Post admits that the item is missing, they will give compensation for it.
For a regular parcel sent from Russia, you will be paid the amount of the declared value. It is determined by the sender. It is indicated on the parcel itself and on the receipt, and is entered into the mail database.
You are also subject to a tariff fee. Its size varies, you can see it on the Russian Post website. Tariffs apply to parcels sent by Russian mail. You can try to find out from him how much they took from a seller from another country.
For international shipment without declared value, compensation is calculated in the artificial payment currency SDR. It is equal to 41.73% of the dollar. In case of loss, the payment will be 40 SDR plus 4.5 SDR for each kilogram of the parcel. If the value is declared, this amount will be refunded.
Russian Post does not always meet halfway. If you want justice, you have two options:
- Court. Collect evidence and submit. The process will be long. But who looks at this when it comes to justice.
- Roskomnadzor. You don’t even need to get up from your computer to complain - do it on the department’s website.
Sooner or later the question will arise: do you want to check or go, return the money for the parcel or butt heads with Russian Post? And it doesn’t matter who lost the package, it didn’t reach you. This means that you need to go to the seller and act within the capabilities that this or that site provides.
For example, AliExpress has a great dispute system. If you are not a fraudster and do not abuse the granted right in order not to pay for, administrators will most likely take your side.
Sites like Asos and iHerb will often resend purchases if you explain the situation.
Sellers, for their part, can put the shipment on the wanted list and receive compensation.
Good day!
I’m almost sure that those people who have ordered and sent parcels more than once or twice, made purchases in online stores, etc., have encountered all sorts of problems at the post office.
And it’s far from uncommon in this list of problems when the post office does not give you your package (in fact, because I encountered this myself relatively recently, I decided to write a similar article, maybe it will help you in some way ☺).
Note: I personally have nothing to do with the post office, and in no way want to denigrate or whitewash the employees, or the organization itself. Everything written below is a matter of personal experience. I don’t encourage anyone to break down doors and extort their parcels...
How to receive your parcel at the post office if they don’t deliver it
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I can’t help but start the article with one important, in my opinion, remark (or recommendation). If possible, when purchasing from an online store, try not to use postal services. I, of course, understand that in many cases there is no alternative, and if there is one, sometimes they ask for an exorbitant amount for the delivery service (often several times the cost of the goods!). And yet, time is still money (and nerves are more expensive).
Although, some may object to me and say that their mail works fine. I have no doubt - there are different branches everywhere, different people, a different approach (and for sure, there are departments where they give everything away and such conflict cases are minimal). But people who are so lucky are unlikely to read my article...
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If they don’t give you the package, then first of all, don’t get nervous and don’t start being rude (unfortunately, you have to see this happen). Shouting will not help matters in any way (it only takes up time and exhausts the nerves of both you and the employee), but we are still in favor of a constructive solution to the problem ☺.
It’s better to use your energy to remember the postal worker (full name), department number, time of application, some individual details and information about your parcel (if you are told about it). This data will be needed for further contact with various authorities...
Parcels (including small customized packages) can be sent either with or without a track code. So, if your parcel does not have a track code, then it is almost impossible to track its movement. And if she gets lost in any area, I think your chances of finding her are minimal. Usually, very inexpensive and cheap items are sent in such packages. Often these packages are placed in mailbox along with other letters, newspapers, etc.
If your parcel has a track code- then before going to the post office, check whether the parcel has arrived at your post office. I talked about how to check where the package is now in this article:
Many people mistakenly believe that until the postman delivers a notice that the package has been delivered, they cannot pick it up. To pick up a parcel, you do not have to wait for a notification; you just need to take your passport and know the track code so that your parcel can be found and issued. And the postal employee will fill out the notice that is delivered to your mailbox in front of you and let you sign...
Some post offices work in such a way that you can’t expect a notification at all (for example, for the last 3-4 years I haven’t received a single notification or a single letter in my mailbox, although more than a dozen of them should have arrived there during that time!).
By the way, when you check the status of your parcel on the Russian Post website, if it is waiting for you at the post office, you will be asked to print and fill out a notice (see screenshot below). If you don’t have a printer, then you can get by with a passport and a track code (as I said above).
By the way, please note that on the post office website it should be precisely indicated that “The shipment is waiting at such and such a department...”. Otherwise, some go to the wrong branch, or confuse intermediate (transit) post offices with their own.
To receive a parcel at the branch you need to: print and fill out a notice and an identity document
And so, we actually came close to a direct conflict situation. You came to pick up a parcel (which should be delivered), and in response the postal employee tells you that it is not there. The pretext, by the way, can be anything: there is incorrect information on the post office website, wait for a notification, there is no information, wait for a second notification, etc.
Here, for starters, there is no need to shout and make trouble, as I said above - remember (or better yet, write down) the employee’s full name, department number, current time. Next, ask to invite the head of the department and explain the problem.
If there was no effect, ask for a book of complaints (usually it is in a visible place, on some stand) and describe the situation specifically (without profane language or harsh turns of phrase). This was the first step...
A few rules for writing an appeal:
- clearly and briefly describe the problem (preferably with the full names of the employees who were in a particular department when you contacted);
- It is advisable to attach to the application some documents, scans, photos, for example, information that the parcel with this track code was delivered to the post office;
- indicate your real data (full name), your work e-mail and mobile. phone number (it was through this that they told me that the parcel was with them and helped solve the problem);
- write without emotions, swearing, or insults. At the end, state what you require. Those. it should work brief description problems with a specific and clear claim so that anyone who reads your message understands what you are talking about.
After you send a message, you will receive a notification by e-mail whether the request has been registered and what its number is. Now we just have to wait for a response (5 days for claims regarding postal items and postal transfers, sent within one locality; 30 days for all other domestic mail and postal orders).
Practice. On average, it takes about a few days for a response to your complaint (at least, neither I nor my friends waited more than 3-4 days for a response).
One more thing: your first request may be answered by a robot (or employees answer this way). Write your complaint again and adjust it depending on the answer. It took me 3 messages before the problem was resolved.
I would like to note that appealing to management is quite effective. According to your specified mob. telephone, most likely, the head of the post office will contact you to clarify the details (and most likely, the issue will be resolved) ...
If your appeal went unheeded (or you were delicately sent away with a link to the work regulations... etc.), you can contact Roskomnadzor.
In principle, all the rules for registering an application that were given above are also relevant here. You can even submit the same complaint, slightly tweaked. By the way, indicate that you have already filed a complaint with the post office management and provide their response.
One more thing. If the regional division of Roskomnadzor does not give you a clear answer, try choosing the region Moscow and the Moscow region when contacting!! The fact is that almost 95% of parcels arrive here, and then go from the capital to regional post offices.
Honestly, I don’t see the point in going with the complaints above with the most ordinary parcel (unless, of course, your parcel was damaged or lost, which is of great value). If after a complaint to Roskomnadzor your package is not found, I think that it will not be found at all...
I didn’t personally go to the prosecutor’s office; in my case, everything was decided after a complaint to the post office management (therefore, I’m no longer your advisor ☺).
Additions on the topic are welcome...
That's all, less problems with mail for everyone!
