What to do if there is a parcel in the mail. What to do if the package from aliexpress has not arrived

Lost a parcel at the Russian post office - what should a person do in this situation? Now more and more people use the services of online stores. Purchases made in them have to be delivered by Russian post, if the store does not have its own courier service. How can this process be secured? What needs to be done for this?

Post office

If a person decides to use the services of the Russian post office, namely, to receive a parcel from an online store, then he should know all the risks associated with this. When placing an order, it is recommended to enable the tracking function. It will allow you to feel more comfortable when the package travels around the country. An individual track number will be attached to it, which will allow the recipient to track the movement of the parcel across the expanses of the Russian Federation. This unique code is printed on the check. It is issued to a person when the cargo is sent.

The recipient must ask the sender for the original or a copy of the track receipt.

Also, the sender must correctly indicate the cost of the parcel, without underestimating it. Otherwise, if the Russian Post has lost the shipment, then the compensation will not cover the purchase costs. The best option is if the value of the item is equal to the amount of money transferred to the online store.

Knowing the track number, you can easily track the location of the shipment. If the cargo has successfully passed the customs post, then it receives the status “Left MMPO”. As soon as this happened, all responsibility for the cargo passes to the Russian post. Otherwise, only the sender can find the lost parcel.

If the cargo lies at customs for a long time, you need to call the customs point of the Russian post. With the help of the track number, it is required to clarify the reason for which the package was delayed, and the date when it will be released. There are no legal methods to speed up the procedure for passing a customs checkpoint with a cargo.

When the package is considered lost

If the Russian post has violated the delivery time of the parcels, then they acquire the status of lost. In case of violation of the delivery period, the client has the right to demand compensation from the mail, which is 3% of the cost of the service. This penalty is paid for all days of delay, so after 33 days, the post office will pay the full cost of the service.

If the cargo is to be delivered by air, then the difference between land and air deliveries is compensated.

What to do if the package is lost

If all the delivery times have passed, and there is still no cargo, then you need to know the conditions for filing a complaint to the mail:

A complaint that the shipment has disappeared must be submitted no later than 6 months to the nearest post office.
The claim must be submitted in writing.
The complaint must be accompanied by copies of documents that prove the fact of the service: receipt, check, contract and others.
The invoice is not suitable as proof of shipment of the goods. Therefore, if the client is dissatisfied with the mail delivery, it is required to independently demand from the sender the original or a copy of the check.
When filing a claim, you must have your passport or driver's license with you.
If the cargo was formed abroad and was supposed to arrive in Russia, then the starting address is written in Latin letters.
The Russian mail is given two months to consider the complaint, then it must send a response in writing to the unhappy client.
When reimbursing material costs, the review period is 90 days.
If an international parcel is lost, the sender receives material damage. In this case, the customer of the store decides the question of refunding the money on his own with him. In this situation, the sender has the right to issue a waiver of compensation in favor of the recipient.

If the parcel is lost, it is required to visit the post office, where they will issue a claim form. You need to fill in two copies. One is given directly to the postal officer with attached evidence, and the second, marked with the acceptance of the claim, remains on hand. Then the complaint goes to the head of the Main Post Office for signature and from that moment the search for the loss begins.

Mail ignores the complaint

As soon as a person discovered the loss of cargo, it is necessary to write a claim on this matter.

The earlier a claim is filed, the easier it will be to find the loss.

It is also required to ensure that the claim is made without errors. Otherwise, this will give the post office a reason not to accept the application for consideration.

If you refuse to accept the claim or if the post office simply does not respond to the application, you need to complain to Roskomnadzor. On the portal of this organization there is a ready-made claim form, which the victim just has to correctly fill out. Roskomnadzor will demand all compensation payments from the Russian post office, check the work of the organization and punish those responsible for this situation.

You can also go to the court, but it rarely comes to this. The trial will require a lot of nerves, time and money from a citizen.

In the aliexpress online store, users make daily purchases. http://www.aliexpress.com. Often they ask questions of what to do when there is no order, more than the deadline, why is it delayed, what could be the reasons?

Sometimes it happens that the parcel does not arrive, or it takes a very long time. This can happen for various reasons, for example, she could get lost in the mail. Or suddenly you come across an unscrupulous seller, he may forget to send the order. But, in any case, this is a very unpleasant fact. Many users begin to panic, and this is natural, since purchases on the aliexpress website can be made only for 100% prepayment.

What, then, to do? Firstly, in order to protect buyers, the administration of the aliexpress website has provided everything. If the buyer has not received the parcel with the order, the money will be returned to him automatically. He only needs to open a dispute for this. Only when the buyer has received the parcel and confirmed the order or the protection period has expired, the money is transferred to the seller.

When the buyer has not received his order, he opens a dispute before the end of the protection period and after that the money is automatically frozen on the aliexpress website. After solving the problem, the administration returns the money to the buyer back to his account from which he made the purchase or to the Alipay account. Alipey is a special account associated with the account of a registered buyer on the aliexpress website, it is very easy to use. In order to register in this system, you must specify your personal data and go through authorization through your email address. This system is completely safe, your personal data will not be disclosed.

The aliexpress website always refunds money for a purchase that has not arrived. In this case, you do not need any evidence, photos or videos. But you need a track code, by which the administration will determine whether she has come or not. In the event that the seller has sent a fake track code, the aliexpress administration will sort it out, and you will still get your money back.

What if the parcel doesn't arrive?

Now you need to figure out in order what to do when the goods ordered on the aliexpress website did not arrive, or it takes a very long time. First, you need to keep track of the counter that shows the protection period. When there are two weeks left until the end of the protection period, and the parcel is still in progress, it usually arrives from China in 38 days, you must contact the seller. But before that, request an extension of the protection period. To do this, sit on the aliexpress website with a special button, which is in the order status. You can also see the end time of Buyer Protection there. First you need to go to the aliexpress website and go through the authorization. Then go to your personal account "My Aliexpress" and in "my orders" click in more detail, next to the required product.

The protection period will only last if the seller confirms it. Therefore, it is recommended that you write to the seller and explain that the parcel did not arrive, it takes a long time, or it is generally impossible to track it.

You will have to communicate in English, if you do not know the language, you can use a special online translator. First, you need to explain the reasons to the seller and ask to extend the protection. Find out why, your order is missing. If the seller is conscientious and values his reputation, he will confirm the term of protection and ask to wait, as it could be delayed at customs. If you do not want to wait any longer, you can tell the seller and ask for a refund or open a dispute for a refund. Very often, the parcels are delayed at customs, the seller is not to blame for this, if you are ready to wait a little, you will soon receive your long-awaited order.

But sometimes it happens that the seller does not answer, or does not want to extend the protection, but assures that the package is still in progress, do not take his word for it. Since the extension of protection is the security of your money. What to do in this case? There is only one way, immediately, to open a dispute before the protection period expires. If the seller did not answer you in a day, do not rush to open a dispute. Sellers usually respond in three days. The fact is that sellers do not answer emails immediately, but after three days, since they have a lot of clients.

To write to the seller, you first need to go to your personal account on the aliexpress website "My Aliexpress", then in "my orders", select the desired product and click in more detail. There is a special button for contacting the seller.

What to do when you, while tracking your order, found that it was going to a completely different city, in the opposite direction to a different address and name? In this case, you need to immediately open a dispute. Or write to the seller to send you a real track number. It often happens that unscrupulous sellers give a track number to other buyers, especially when your product costs less than $ 20. In this case, it is necessary to react immediately and open a dispute in time. Otherwise, after another person has received his order using this track number, he closes the deal, and you will not be able to return your money later if suddenly your package does not arrive.

To open a dispute, you must first go to the aliexpress website, go to your personal account, and then to "my orders", select the desired product and click in more detail. On the right next to your order there is a button "open dispute". You must click on it, and then fill out the appropriate form.

In the event that the seller's dispatch is delayed for more than 8 days, the refusal is automatically canceled. It happens that the seller has not sent anything, in this case, you need to see the status next to the product, there is an inscription "pending dispatch".

You can write complaints, open a dispute, and so on only 6 days after sending. Since, earlier you simply will not be able to open a dispute or file a complaint. Only 6 days after the submission, the buttons "open a dispute" or "submit a complaint" will be available.

In order not to get caught by scammers and unscrupulous sellers, you must always check the sellers. You should always look at the rating, seller reviews, the number of sales. For sellers with good reviews, ratings of more than 92%, and purchases of more than 500, the goods always go quickly and are not lost anywhere. But there is an exception, when the parcels get lost in the mail, they then go for a long time. But this happens very rarely. Another way to quickly check the seller is to copy the link to his product and paste it into a special window on the aliexpress partner website http://lowcost2.ru and click check.

What if the parcel cannot be tracked?

After you have made a purchase on the aliexpress website, be sure to track it periodically, at least once a week. To find out where it is going, you need to go to your personal account "my aliexpress" on the aliexpress website. After that, next to the purchase you need, click "details", the button "check tracking" will appear on the right.

A page will open in a new tab, where detailed information will be described, the track code is indicated, and there is also a link that needs to be tracked. This is always a link to the mail or courier service through which the seller sent the goods. After clicking on this link, you must enter the track number that the seller sent. But be careful and enter the correct tracking number. Best of all, copy it on the aliexpress website and paste it into the tracking box on the postal or courier service website.

What to do when the track number cannot be read? The reason may be that it simply does not exist, or the seller sent you someone else's track number. This happens when your order costs less than $ 10. It is not profitable for the seller to order track numbers in this case, since they need to pay money for them. But if, the seller sent the goods on time, and it did not get lost in the mail, you will receive it, despite the fact that you could not track it. In this case, if you find that your track number is fake, wait as long as the protection time allows you. Either you find that according to your track, the parcel arrived at its destination at a foreign address, or goes to a completely different city, immediately open a dispute before it is picked up.

If the product you ordered costs more than $ 10, and the trade number turned out to be fake, ask the seller to send a real track number. But when he does not send it to you, open a dispute no later than the end of the protection period, preferably a week before the end of the buyer's protection period.

This summer, our Post Russia finally pissed me off, and I decided to start fighting it. In general, after wandering around Hayrek, I realized that parcels take a long time for us, and this is wrong. If the parcel goes for more than 30 days from abroad, this is a violation, and if we do not report it, the Post thinks that we are happy with everything, and its statistics do not deteriorate. And as soon as we start to act, to complain, the statistics deteriorate, it needs to be corrected, so the mail begins to work.

So, my review is for those who have a track number. Do not spare money on it, because if your parcel gets stuck somewhere for a long time and you prove it, then the money for delivery will be returned to you in part or in full, and so you at least know where your parcel is. It's just that in other countries, the track number itself is a confirmation that the parcel has been sent. And we have all the pieces of paper and paper. As they say, without a piece of paper you are an insect.

This means that if your parcel takes longer than 30 days, we begin to act. First, you need to ask the sender for a check or invoice.

Then downloadstatement from the Russian Post website and fill it in. But here one point should be taken into account: even if your package is stuck somewhere, it should be noted: Shipment not received, otherwise no one will look for your package. Well, the statement there is simple, everything is intuitive. We fill in one copy, take with us a printout of the invoice / check, do not forget about the passport and go to the post office. They must fill out a tear-off coupon and give it to you. You are waiting for a call within two weeks, if you have not received a call, call yourself. They wrote my numbers on the back of the ticket. Here they are: 495-351-14-03, 495-351-60-00, 495-351-47-47, 495-351-44-94.

FSUE "Russian Post"

from __________________

your address____________

Your phone: +7 ___________

CLAIM

"___" __________ 2013, I used the services of FSUE Russian Post for the forwarding of international registered mail, ___________________________. The package was sent from the post office to the address: ___________________. Shipping cost ___________________, departure number ______________. The parcel arrived in Russia "___" __________ 2013

The services were not provided in full (violation of the delivery time). My package is more than ______________ in Moscow and has not yet been delivered to me. This is confirmed by a link to tracking mailings [link]. In particular, the status of the shipment to date:

(Attaching the status screen)

I have suffered the following losses: Shipping cost _________________, parcel cost ______________________

In this regard, I demand, within the time limit established by law: to respond to my claim, pay me compensation, find and hand over my parcel to me.

Sincerely ______________

"___" __________ 2013

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

This document we print, put our signature and also send it to the post office... We give one copy, we keep one for ourselves. The answer to it should be a registered letter in the mailbox. I was told that within 5 working days, but in the internet they write that they can answer within two months.

But we still need this text, copy it and send it to the e-mail of the Russian Post (butter): [link]- here they consistently answer, but only on Mondays, well, at least to me only on Mondays.

They are obliged to answer. By the way, when you submit this form on the site there will be request code, it is also sent by mail, so, you can write it down and call Roskomnadzor and ask how the solution to your problem is progressing.

2. If the parcel is stuck at customs. I have never had this, all my parcels go through customs in 5 minutes, and by law they can only keep the parcel for 24 hours, if there are no problems.

“Dear FCS!

My registered package from (indicate the sending country) with the tracking number "RT111222333HK" (indicate your tracking number) has not been sent to the Russian Post for more than ... working days

(It is better to indicate the dates from which to which)

I ask you to clarify the current situation and explain why on your part the terms for processing and checking IGOs are violated. And also provide me with information about the location of my shipment.

What actions should I take to resolve this issue?

Sincerely, …"

3. If the parcel is missing after leaving customs , then it will only help to do what I wrote at the beginning.

We are also writing a complaint to Rospotrebnadzor and the Ministry of Communications. We write either in free form. You can take the text from the claims above. Since I wrote there at the very beginning, I just described my situation, it is imperative to indicate the track. But do not ask them to look for a package, this is not in their competence, they will simply abandon your application.

I did it all, it just looks scary. Thanks to the method from point 1, now my package is moving quickly, everything else is also about to be in my hands. I was looking for all this information to find my lost, she has been walking with me somewhere for 92 days, still in the process.

With the development of the online shopping market, the share of postal items in relation to goods has significantly increased. And ordinary presents to your family and friends can be sent mainly via postal connections. However, excesses often occur in the work of the post office, and then you need to know what to do if the parcel is opened. Russian Post and delivery services do not always respond properly to such cases. In order to defend your rights, you need to know the legal provisions and the algorithm of actions.

Algorithm of actions when receiving a parcel

Before you know what to do if the Russian post office has opened the parcel, you need to know the general rules for receiving parcels.

By following these simple instructions, you can significantly reduce the risk of such incidents, as well as simplify the process of proving what happened and the process of obtaining compensation in the future.

It is important to remember that you need to act calmly and within the framework of etiquette. There is no need to raise your voice and talk rudely with postal workers. By speaking in a calm and measured tone, a person psychologically makes it clear that he knows his rights and is confident in a positive outcome of the case.

Since there are no clear rules and deadlines for the consideration of complaints by private companies, it is recommended that in the complaint (claim) itself, it is recommended to indicate the time within which the post management must respond and give an answer. In accordance with the general provisions of civil law, such a period should be reasonable. That is, it is impossible to indicate a period of 3 days, since it is impossible to establish the fact and scope of the violation during such a time.

Some aspects of consideration of a complaint in court

When applying to the judicial authorities, you need to have clear and undeniable evidence. These will be all documents collected at the previous stages.

All documents must be original. And their copies must be attached to the statement of claim. In the absence of original documents, the court may declare them inadmissible as evidence. In this case, it will be difficult to prove the opening and loss of the parcel.

Also, one of the ways to prove the opening of the parcel is video filming of the process of receiving and unpacking the parcel.

But there are some nuances here:

the video must be recognized by the court as admissible as evidence;
the admissibility of evidence is assessed by a judge based on inner conviction;
when making a video recording, it is necessary to avoid taking pictures of people, as they may regard this as a violation of their rights.

But, in general, video filming can be carried out, you just need to take into account some of the nuances and be prepared for the fact that the court may not accept it as evidence.

Testimony can also serve as evidence.

Surely the recipient will not be the only visitor in the mail. Having noticed signs of illegal opening of the parcel, you can attract the attention of other visitors and ask them to witness the process of receiving and unpacking the parcel.

It is imperative to take from witnesses and record their identification and contact information.

It is recommended to immediately agree with witnesses that, if necessary, they can be summoned to court. Most people choose to stay away from this kind of business. In order to convince them, in no case should you offer them rewards or pressure them.

The presence of all three types of evidence (documents, video recording and testimony) will significantly strengthen the position. Therefore, it is worth taking care of their provision.

If the loss of the parcel or its part is discovered after receiving

All of the above algorithms are a guide to how it should be. However, so-called “freelance” situations often arise, when the loss of a parcel is discovered after it has been received.

Situation 1. Postal workers are asked to first sign the documents of receipt and only after that they hand over the parcel. The package is unpacked right there in the mail and the loss of all or part of the contents is revealed.

Of course, such a situation cannot be allowed. But if this happened, then what to do?

Do not despair. In this case, you can call for help from witnesses. Again, appeal to their humanity, ask them to become witnesses and be sure to record their contacts and full names.

Testimonies on the spot can be recorded on paper right away, and then copies of them can be attached to complaints and statements of claim.

If there are no other people in the post office at this time, then there is another opportunity to solve this problem. This is a photo or video filming. The date and time will be displayed on the photo or video. Comparing them with the date and time on the notice, it is possible to indirectly prove that very little time has passed since the receipt of the parcel, and besides, the loss was detected at the post office.

Situation 2. The document on receipt of the parcel is signed, the loss of the contents of the parcel was found at home.

This situation is the most difficult. In fact, a document was signed, which confirms that the parcel was received intact, without damage, in accordance with the weight, etc. There are practically no documents or witnesses confirming the fact of loss.

The video recording will also have no probative value.

In this case, you can write to the authorized state bodies a complaint about the violation of consumer rights by postal workers. If, according to the results of the check, the violations are confirmed, then there is a possibility that the case will also go on with the loss of the parcels.

Situation 3. The package is provided together with the act f.51.

Sometimes it happens that the post office detects the opening of the parcel on its own during the delivery process.

In accordance with the internal rules of the post, they are obliged to open such parcels and draw up an appropriate act of form 51 with a detailed description of the process of opening the parcel and its contents. Further, it already comes to the recipient with the specified act.

In this situation, the specified act is already evidence.

Do not rush to sign documents. It is necessary to carefully read their content, evaluate the meaning of what was written and decide for yourself: pick up or leave the parcel.

If the contents of the parcel are partially preserved and are still of interest to the recipient, then it can be collected, leaving the appropriate reservation when signing the notice.

If the parcel is completely lost, then you can refuse to accept it by also making the appropriate inscriptions on the document.

Situation 4. The package was delivered to your home by courier service.

Often, when buying goods through online stores, the package comes with delivery right to your door.

It is also not worth signing any documents here. The recipient has the right to familiarize himself with the content of the documents, as well as inspect the outer packaging of the parcel.

If traces of an autopsy are found, you should refuse to receive and drive with the courier directly to the post office. There, in the presence of the heads of the department, demand the unpacking of the parcel with the drawing up of an act.

Whatever the outcome of the case related to the opening of the parcel, first of all, one should draw invaluable experience from this situation, become a competent consumer and be able to defend one's rights.

The subjective feeling "something does not arrive for a long time" is not enough to be sure of the loss. Look on the website of the online store, in what time they promised to deliver your order.

AliExpress Order List

These numbers do not just appear. As a rule, the expected delivery time is close to reality. If there is plenty of time before the end of 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 your personal account in the order card. If the parcel was sent by a private person, ask him for the necessary numbers.

By the track code, you can find out the path of the load and see where it is stuck. It happens that the shipment lies for a long time at customs or in a sorting center, and not necessarily in a Russian one. This usually happens during periods 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 settlement 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 route of untracked shipments - but only to the border with Russia. There is nowhere for the service to take information from, since "" does not provide such data.

3. Track24

There is also a route for untracked shipments to the Russian border. Sometimes the information continues to be updated further, but on the site they write that you should not believe it.

On the Track24 website, you can enter the track code of the parcel and find out how long on average such parcels are delivered. It may be too early to panic.

Make sure that it is the Russian Post that is to blame

"Russian Post", as the name implies, delivers within the Russian Federation. And the parcel can be lost only after it has ended up in the country. If the shipment has disappeared before, then it is useless to make claims to 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 to save the cargo.

Go to the department

Sometimes you are simply not given a notice of the parcel. It shouldn't be that way, but it does happen. If you see by the track number that the parcel is in the department, fill out the notification form on the Russian Post website, print it out and go there.

If the shipment is untraceable or is not clear where, also go to the department with. Ask that the parcels be searched by address, by last name, by track code. Sometimes they are found. Postal employees who do not want to do this are motivated by a call to the hotline at 8-800-100-00-00.

If the required information is not available on the tracking service "Russian Post" or the data has not changed for a long time, and the shipment period has expired, you can declare the shipment on the wanted list. The duration of the cargo stay on the way is specified in the appropriate order - it can be different and depends on the type of departure and on the city. But this does not apply to parcels that are not tracked on the territory of 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 the application a check issued when the parcel was sent, or a copy of it. You will have to ask the seller for it.

Applications for the search for domestic and international mailings are accepted within 6 months from the date of dispatch.

A complaint for domestic shipments will be considered up to 30 days, for international - up to 90 days.

Wait for a decision

If the Russian Post recognizes that the shipment is missing, they will be compensated 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 check, entered into the mail database.

You are also entitled to a tariff fee. Its size can be different, you can see it on the Russian Post website. Rates are valid for parcels sent by Russian mail. How much they took from a seller from another country, you can try to find out from him.

Compensation for international shipment without a declared value is considered in the artificial payment currency SDR. It is equal to 41.73% of the dollar. If lost, the payment will be 40 SDR plus 4.5 SDR per kilogram of the parcel. If the value is declared, this amount will be refunded.

Russian Post does not always meet halfway. If you are hungry for justice, you have two options:

Court. Collect evidence and submit. The process will be long. But who looks at it when it comes to justice.
Roskomnadzor. To complain, you don't even have to get up from behind a computer - do it on the department's website.

Sooner or later, the question will arise: are you checkers or go, return money for a parcel or butt with the "Post of Russia"? And no matter who exactly lost the shipment, it did not get to you. This means that you need to go to the seller and act within the framework of the possibilities that this or that site provides.

For example, AliExpress has an excellent dispute system. If you are not a scammer and do not abuse the given right to avoid paying for, administrators will most likely take your side.

Sites like Asos and iHerb often resend purchases if you explain the situation.

Sellers, for their part, can declare the shipment on the wanted list and receive compensation.