What to do if a parcel is lost at the post office. What to do if the parcel is lost at the Russian post office? The parcel is stuck at the stage of customs clearance

The Russian Post does not have the best reputation. Increasingly, people decide to deliver by courier service or other postal companies. This is due to the fact that many letters, parcels and parcels simply disappear without a trace, never reaching the addressee. Therefore, the question often arises, if a parcel is lost at the Russian Post, what to do and where to go? Is it possible to compensate the cost of the parcel and the tariff?

Mail service is much cheaper than courier service. However, many people have already suffered from the negligence of employees. In the event that the ordered item is expensive or is needed urgently, it is best to find another delivery option, because, as you know, a miser pays twice.

One has only to ask the seller to indicate the value of the item when sending it. In addition, you can track the location of the parcel by the track number that is assigned to it when sending, regardless of where it is sent from (within the country or from abroad). But you should know that you will have to pay extra for such a service. By this number, you can track that the parcel arrived within the country. If after that it is delayed or disappeared, all claims are boldly presented to the postal employees. When the parcel got stuck at customs, it makes no sense to blame the Russian Post, since this is not in their competence. You need to contact the customs office directly by phone and ask to track the departure along the track. If the period has already passed a long time, the parcel is still listed as missing at the customs, you can leave an application, indicating the addressee of the Federal Customs Service. The search process can take a long time, but you must find your thing.

Delay

Those who constantly cooperate with Russian Post are already accustomed to constant delays. However, there are situations when the ordered item is needed urgently, but there is no opportunity to use the courier service. What to do in a situation when the package has not been lost, but it is only delayed? Is it possible to receive material compensation.

Delivery terms

The optimal delivery time by land transport to Moscow or St. Petersburg is less than a week (within Russia). If by plane - no more than five days. Delivery to regional centers and other cities is carried out in the first case from 10 to 14 days, and by air - from eight to ten days.

In the event that a person ordered a parcel abroad by first class on an airplane, delivery can be carried out from a week to eleven days to the capital and other cities of our homeland. If delivery by land transport, then to Moscow in 7-8 days, and to the provinces up to 20 days.

What to do

Material compensation is provided, which is three percent from each day of delay. To receive money, you need to contact the post office and write a statement. When air travel is selected, the difference between sending by ground transport and by air is given. Such a statement can be written no later than six months later, when the fact of the delay is established. You should keep the packaging with all the marks and wait for the application to be considered, and this often takes a lot of time. In addition, the recipient must have a copy of the receipt from the person who sent the item and paid for its delivery. It is important to know that the penalty is paid no more than the amount that is equal to the cost of the delivery itself. So the entire amount spent for the shipment can be received in thirty-three days.

What actions to take if the parcel does not arrive

A lost package is an extremely unpleasant situation. In this case, the recipient has the right to receive moral compensation for the delivery (the amount is fully refunded), and to return the value of the lost item, if its value was initially indicated.

But in order for the money to be returned, first of all, it is necessary to establish the very fact of the loss of the parcel. To do this, you need to write an application for the search for the parcel in the post office. You can contact any department, not necessarily at the place of residence.

What documents are needed to accept the application?

The passport of the sender or recipient, depending on who fills out the application.
In a situation where the application will not be written by the addressee or the sender, you need a written power of attorney with the instructions of the passport data and the signature of these people.
Receipt (copy) of payment for the shipment.

You can search for a parcel up to 2 months, the term is fixed at the legislative level. All this time you need to be patient and wait, since in practice they rarely find it earlier than a month after filling out the document. In addition, it is worth strictly adhering to the deadlines. You can contact the department and count on the payment of material damage only if six months have not passed since the dispatch of the parcel. It is best to write an application when the delivery time is violated or after a calendar month.

If the parcel does not have a track number, and its value is not entered, then it is impossible to hope for compensation, such a statement will not even be considered. If there is a track number, but the value is not indicated, then only the amount spent on the unsuccessful delivery will be paid.

It is important to note that if an international transfer is carried out, then the payment is made to the sender, and not to the addressee. However, there is an opportunity for the first to refuse the money in favor of the recipient. It is also worth noting that if the person who ordered the parcel did not see it. He should apply for a refund to the seller, who will return the cost of the goods.

You should fill out two forms, one of which you can and should keep for yourself. And the second one with all the attached documents, for example, with a receipt, is given for consideration to the responsible person of the Main Post Office. Only after that will the search for the lost thing begin.

Russian Post does not respond

If all applications were written within the required time frame, and there was no consideration, or the appeal was unlawfully rejected, you can complain about the work of the employees of this organization in:

Roskomnadzor.
Ministry of Telecom and Mass Communications.

To file a complaint with Roskomnadzor, you need to visit their portal and find an application form, fill it out, and then wait for a response.

Such a service will most likely help to sort out the situation in favor of the recipient or the sender. There will be no need to participate in the proceedings, because all further work will be done by Roskomnadzor employees.

If this service does not help, and the client is completely sure that he is right, then you can go to the court by writing a statement of claim. However, this phenomenon refers to extreme measures, it comes to this in very rare cases. This is due to the fact that it will be possible to receive compensation only if you invest a lot of money and nerves in the trial.

Alternative options to mail

The choice of a supplier must be approached very responsibly, so that later you do not have to search for lost parcels. More and more often, people began to order delivery by courier service, because this way you can receive a parcel as soon as possible, moreover, it will not be lost, although you will have to pay a completely different amount for this pleasure.

One of the analogues of Russian Post with a good reputation and reviews is EMS-mail. For a delay of already 5 days, the client will receive full compensation for the costs of delivery. And if the package is still lost, then you need to come and write a statement, the consideration will take much less time, and the chances of getting money for moral damage are much higher. However, it should be noted that such a service does not undertake the sending of parcels with a high value (over 50 thousand rubles). All other parcels are given track numbers and the shipment can be easily tracked on the website of this company.

If the sender decided to use the services of the Russian Post, you always need to be prepared for the possibility of a delay or complete loss of the parcel. In this case, you should not give up and put up with the poor performance of the employees of this company. You should go to any post office and leave a written statement. In this case, there is a possibility of receiving payments for moral damage if the parcel arrived later than the stated date, and even more so it was lost. In the latter case, there is a chance to receive a 100% refund for the delivery, as well as the amount indicated in the value of the goods.

What to do if the package is missing. We write a statement

It will be interesting for you

The subjective feeling “something doesn’t come 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 the period or holidays - employees can not 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 "Post of Russia" 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 for by address, surname, track code. Sometimes they are found. Post 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 about 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: do you need 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 re-send purchases if you explain the situation.

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

26.04.17 50 752 0

Find a shipment or get a refund

I often shop online and use mail several times a month.

Most often, parcels arrive on time and without damage, but the mail let me down several times. In this article I will tell you how to track parcels and what to do if the parcel has not arrived.

Lyubov Vereshchinskaya

experienced buyer

Save all data

When there are a lot of purchases, there is a risk of losing or accidentally deleting letters that contain numbers, order dates, track numbers, etc. To prevent this from happening, organize a simple and convenient storage system. Any of the tools that you use are suitable for this: shortcuts in mail, notebooks in Evernote, a folder in Dropbox. The tool is not important: it is important that you make an effort and save the order information.

For all expensive purchases, I take notes in Evernote with product descriptions and photos from the store's website. I also add the price and date of purchase there. I keep track of all track numbers in the "Where package" application. When it comes to contacting a store or re-ordering something, a shopping notebook can save you tons of time.

Check delivery times

Delivery times depend on the type of postal service, the city in which the recipient lives and the country of origin of the goods.

Stores usually quote average delivery times at checkout. If delivery is free, the seller will send the order with the cheapest operator that delivers longer than competitors. The higher the rate, the faster the delivery will be.

Purchases from Europe are delivered on average up to 28 days, from the USA up to 30 days, from China the parcel travels on average 40 days, but sometimes it takes 90 days. Detailed statistics on international shipments are available on the website for tracking parcels "Track24".

Make sure that the parcel is not stuck at customs, sorting point or when sending. This happens not only in Russia. One time I ordered boots in London during the Christmas sale, and they lay at Heathrow Airport for a week due to an overload of the Royal Mail.

Until the parcel crosses the Russian border, the delivery service chosen by the seller is responsible for it. After the parcel has passed customs, it is delivered by the Russian Post. Some track numbers become untraceable at this point.

In such cases, it is necessary to add to the delivery time the days for which the Russian Post delivers mail between the cities of Russia. There is a table with the dates on the mail website, but I do not believe in these numbers and always add the same amount, even for delivery in Moscow.

For example, if a purchase from "Aliexpress" with a declared delivery time of 35 days during this time has just left the customs, then to the post office In Nizhniy Novgorod according to the standard, it should be reached in three days. In reality, this is at least six days, so the realistic delivery time increases to 41 days.

Write to the seller

Most often, sellers do not argue with this and submit shipments themselves to the wanted list, and the buyer is offered a full refund or re-shipment. Once my parcel from the UK passed the border and got lost at a sorting point in Moscow. I contacted the support service of the store, and the order was sent again. The second time he arrived without any problems.

Chinese sellers from "Aliexpress" do not like to return money for a purchase if the delivery time has not expired for several months. With them, I always agree to re-send the order.

If the online store does not have Russian-speaking support, and you do not speak English, translate the text in an automatic translator and send. Do not be shy about machine translation: the main thing is that the seller will understand the problem and you will get your money back.

Open a dispute

Sometimes sellers send a defective item, make a mistake with an order, or don't pack the package securely enough. Sometimes the track number turns out to be fake, and the seller does not respond to messages. In all cases, the goods are considered undeliverable.

If this is a purchase from the online auctions "Aliexpress" or "Ibei", then you can open a dispute over it. A dispute is a tool for resolving conflicts between a buyer and a seller. The auction site, that is, the administration of Ibey or Aliexpress, is responsible for their regulation. The general rules are similar: the site guarantees a refund to the buyer, if the goods were not delivered, arrived with defects, the seller made a mistake in the order, or the photos and description of the goods on the site do not correspond real.

To open a dispute, you need to contact the seller. On Aliexpress, this can be done in the menu of placed orders, on Ibey - in the section of the site “Conflict Resolution Center”.

The seller has several days to resolve the dispute, if during this time he does not get in touch or solve the problem, the site returns the full cost of the order to the buyer.

Disputes lower the seller's rating, so they try to close them quickly and apply for a refund themselves after contacting them. I use disputes to get money back from sellers who do not respond to messages.

If the purchase is not from an auction, but from a separate store, then a dispute on it can be opened only if the payment was made through the PayPal system - there is also a buyer's protection system in place. In all other cases, you need to write to the seller.

Go to the post office

Sometimes postal employees do not bring postal notices, put them in the wrong box, or lose the package at the department. If, judging by the track number, the parcel is already in Russia and you suspect that the mail is to blame, go to battle.

Take your passport with you and tell the track number of your parcel on the mail. The number will be checked and, if the parcel arrived, they will issue it without notice. In this case, it is important not to miss the storage time of items - 30 days for parcels and 6 months for parcels and small packages.

If the parcel is tracked at the department, but employees refuse to look for it and say that they have not received anything, then this is a reason to call the hotline of the Russian Post and complain about the work of the department.

It makes no sense to put on the wanted list a parcel that was not sent by you: before delivery to the addressee, the postal items are the property of the sender. Therefore, the Russian Post does not accept search applications without a copy of the receipt of the dispatch and pays compensation first of all to the sender.

Complain to mail

If the mail systematically loses parcels, does not bring notifications, refuses to accept applications, and calls do not lead to anything, you can leave a complaint about this branch of the Russian Post on the Roskomnadzor website. For slow delivery and other violations of work, the department will receive a fine and, perhaps, will be corrected.

Contact the bank

It is worth challenging a payment for a purchase through a bank only if all other methods of influencing the seller did not work.

Each case of a conflict between the seller and the buyer is considered separately, so the bank advises clients on the situation. For example, asks to send the defective product back, write a statement describing what happened to the purchase, and attach proof that the product does not match the description declared on the site. For advice, you can contact Tinkoff Bank via chat, by phone or e-mail.

Remember

Organize a storage system for your purchases.
Check the delivery time of each parcel in tracking services.
If there is no parcel, write to the seller. Direct contact is the fastest way to get your money back.
Open a dispute if the seller doesn't reply to messages.
Russian Post may lose the parcel at its branch. Go to the post office and ask the staff to check it.
As a last resort, cancel the payment through the bank.

Despite the fact that sending purchases by mail has long been a standard delivery method, it nevertheless has many disadvantages. Quite often, it happens that at one of the stages of processing your parcel, various kinds of problems arise. This happens for several reasons:

What if there is a delay in delivery? Where and how to apply? Is there any hope of getting my order anyway? We tried to answer all these questions in the form of specific practical recommendations that will help you outline an action plan.

The application should indicate that the parcel was not received by you - “The shipment (transfer) was not received”. All fields should be filled in up to the tear-off coupon line. An example of filling.

With your invoice, printed statement and passport, go to your post office. The branch manager or designated employee must fill out a tear-off slip, separate it from the rest of the application, and hand it to you.

According to postal rules, your application must be answered in writing within 60 days, but it is better to find out about the results by phone within a week or two after filing. In most cases, such a statement initiates an intensified search for your package, and it begins to move faster. A written response, as a rule, comes after the delivery of the parcel with such a general meaning that everything is delivered and the Post has fulfilled its obligations.

Parcel stuck at import stage

The scheme of actions in the event that the parcel arrived on the territory of Russia, but froze for a long time at the import stage, completely repeats the sequence of actions from the previous part.

If the parcel is completely lost and it happened on the territory of Russia, then the Russian Post will have to pay the sender a small compensation (the sender, by agreement, can refuse it in your favor). According to the rules, this should take place within 10 days after the official recognition of the loss. If this did not happen, then you need to write in 2 copies with a demand for compensation.

Sample text of the statement.

FSUE "Russian Post"
from __________
your address ___________
your phone number ________

Claim

"___" __________ 20__ I used the services of the Federal State Unitary Enterprise "Russian Post" for the forwarding of international mail. The package was sent from the post office to the address: ___________________. Shipping cost ___________________, departure number ______________. The parcel arrived in Russia on "___" __________ 20__
The services were not provided in full (violation of the delivery time). My parcel has been in _________ for more than ______________ days (indicate the last point where the parcel was recorded by the track number) and has not and has not been delivered to me so far. This is confirmed by the link to tracking postal items https://pochta.ru/. As of today, the status of the shipment is: ________
(We print and attach a screenshot of the parcel path by track number)
I have suffered the following losses:
shipping cost _________________;
parcel cost __________________.
In this regard, I demand, within the time limit established by law, to consider and respond to my claim, find and hand over the parcel to me or pay compensation.
Sincerely, ______________
"___" __________ 20__

With these documents, make a visit to your post office again and give them to the chief. On one of the copies of the application, you must put a mark on the registration of the claim and pick it up for yourself.

In order to ensure that your application is not lost for sure, an electronic copy of this application can be sent to the email address of the Russian Post for working with customer applications: [email protected]

If for a long time no response has been received from the Russian Post, then Roskomnadzor can be involved in solving the problem. To contact this state body, you can use the online form, where in the subject of the appeal, select "Provision of communication services (Internet, mobile communications, mail, telegraph, TV, radio, etc.)".

An example of filling out this form.

Moscow and the Moscow region should be chosen as the place of consideration. As a way of answering, it is better to choose a written form - this way you will have an official document on hand, which will come in handy if you want to go to court. If not, then just choose an email response.

It should be something like this.

Claim

02/11/2015 from China to me, ________________, was sent a registered international postal item (hereinafter - IGO) with the tracking number RO946250 *** CN.
02/14/2015 departure RO946250 *** CN left the territory of China and is directed to the territory of the Russian Federation.
As of March 14, 2015, the RO946250 *** CN shipment was registered in the territory of the Russian Federation at the “Import” stage.
As of April 14, 2015, the RO946250 *** CN shipment has not been delivered to me.
Taking into account the non-observance of the delivery time of the MPO RO946250 *** CN, carried out by FSUE "Russian Post" and on the basis of the above, being guided by Art. 12 of the Federal Law of May 2, 2006 N 59-FZ "On the Procedure for Considering Applications of Citizens of the Russian Federation",

1. Establish the reason for the delay of the IGO RO946250 *** CN on the territory of the Russian Federation.
2. To oblige the Federal State Unitary Enterprise "Russian Post" to carry out actions to search for the IGO RO946250 *** CN and send an official written response about the results to me.
3. In case of loss of IGO RO946250 *** CN, make full payment of compensation in accordance with the procedure established by law.

Such calls sometimes have a miraculous effect on acceleration. During a big blockage at the post office in 2013, massive complaints from citizens using a similar pattern forced the Russian Post management to significantly speed up the process of correspondence.

The parcel is stuck at the stage of customs clearance

If your parcel is stuck at the stage of customs check, and you do not receive any notifications from this service, then it’s time to contact the customs authorities yourself to find out the fate of the parcel. It is necessary to go to customs even if the parcel is there for more than 1 day, since this is the standard time for passing customs clearance.

You can also contact the customs authorities through the online form. An example of filling in the fields.

Something like the following.

My registered package from China with the track code RO946250 *** CN arrived at customs on 02/12/2015 and has not been transferred to the Russian Post for more than __ working days.
The specified period exceeds the accepted standards for customs inspection by the IGO.

I beg
1. State the reason for the delay.
2. Give explanations about the violation of the terms of processing and verification of the IGO.
3. Provide me with information about the actual location of my shipment.
4. Explain the order of actions required from me.

To get your money back.

We wish you never to lose your parcels and always receive them on time!