Is it possible to return a Russian Post parcel back? Is it possible to return a parcel back to Russian Post? Is it possible to recall a parcel from the post office?

Making a purchase in an online store is now quite simple. But, as in the situation with regular purchases, sometimes there is a desire or need to return the purchase back to the store for a number of reasons.

If we are talking about offline trading, then most buyers know that in order to make a return, they need to contact the seller and write a statement about the desire to return or exchange the product.

But not every buyer knows how this process occurs during remote purchases. It is this question that we will consider in this article.

How can I return products purchased online?

How to properly start the process of returning a purchase in an online store?

If you received your purchase by mail, then you will have to think about whether or not to return the product after paying for the parcel. Most often, payment occurs either on the website of the online store or by cash on delivery at the post office.
If you decide to return your purchase to the store, then first of all contact the managers who deal with such issues. Typically, this is done using site chats, email specified in the contact contacts on the store’s website, or a phone call.
Please keep in mind that without prior agreement with the store, you cannot send your purchase back by cash on delivery. In this situation, the seller cannot assess the legitimacy of your request for a refund.
The package in which you received your purchase must include a return statement. Fill it out and put it in the parcel along with the payment receipt.
Send the package by mail to the store's address. Submit this by post with a description of the contents and a receipt.
The store will receive your “former” purchase, and if all requirements are met, it will return the money. Typically, the return occurs via postal transfer to the full name indicated in the application.

Who should pay return costs?

When the buyer returns the goods to the store, quite logical questions may arise:

Can return costs be taken into account?
at whose expense should the shipment be made (for example, postage when sending from the buyer to the seller)?

The online store is engaged in retail trading activities through post offices.

Important! According to clause 1 of Article 252 of the Tax Code, shipping costs must have an economic justification and must be aimed at generating income, as well as documented. Documents on payment of postage, which will be considered confirmatory, can be obtained directly from the post office.

Based on clause 18 of Article 346.16 of the Tax Code, postal expenses are accepted on the simplified tax system. If the taxation system is general, then these expenses are classified as “other” expenses associated with production and sales. You can read more about this in paragraph 25, paragraph 1, article 264

The reasons for the return determine which party will pay the shipping costs.

If we are talking about a product of proper quality, then the buyer will pay for return shipping. If a product is returned of inadequate quality, incorrect assortment, or not in the quantity stated in the description on the store’s website, then a different situation arises. First, the buyer sends the item to the online store at his own expense, and then the online store returns the shipping costs in full.

About returning money to the buyer

If you are a seller and received the goods back from the buyer, be sure to draw up a return certificate. Make sure that this act is signed by the head or members of the commission, if one has been created. In the report, describe the results of the inspection of the returned product.
If the product is returned to you with a damaged presentation, traces of use are visible on it, tags have been cut off, etc., then immediately take photographs. In the future, attach them to the return certificate.
Do everything according to the rules and then you will have legal grounds to refuse the buyer a refund for this product, and if the case goes to court, then you will have all the necessary evidence to prove that you are right.
You must return the money to the client no later than 10 days from the date of receipt of the return request from the buyer. This requirement must be included by the buyer in the parcel and the date of preparation must be indicated on it.

How to return money to the buyer?

As a rule, 2 methods of refund are used:

To the bank card or account from which the purchase was debited.
By postal order to the buyer's address.

How long can I return a product purchased from an online store?

In general, the procedure for returning goods during distance selling is similar to the same procedure during regular shopping, but there is one significant difference between them.

We are talking about the timing of the return of goods. If you purchase a product remotely, the return period will be 7 days. This time period is enshrined in paragraph 4 of Article 26.1 of the Law “On Protection of Consumer Rights”.

In the same law, paragraph 4 of Article 26.1 gives the buyer the right to refuse the product at any time before receiving it. No explanation is required from the consumer.

Important! If the seller forgot to include in the purchase package a reminder about the procedure and timing of possible return of a good quality product, then the period for return is automatically increased from 7 days to 3 months.

This information can be provided not only in the form of a reminder to the buyer. It can be indicated on a check, invoice, on the back of the acceptance certificate or other document.

What else must be written about in this document:

about the seller's address,
about its mode of operation,
about the maximum period for return,
on the mandatory preservation of the appearance and properties of the goods,
there must be a document confirming the actual sale of the goods, indicating the amount of purchase and the procedure in which the refund will be made.

If at least one of the above points is missing, the return period is also automatically increased from 7 days to 3 months.

Is it necessary to preserve the packaging when returning products purchased online?

If the packaging of the product is missing, then neither the seller nor the manufacturer have the right to refuse to return the product to the buyer. In the Federal Law “On the Protection of Consumer Rights”, in Article 18, there are quite clear instructions on this matter, which state that the safety of the packaging of the goods is not the responsibility of the buyer. In this case, the online store is no exception.

If you bought a low-quality product and want to return it to the seller, then you must return both the main product, its components, and related accessories. The list can be clarified in the instructions by looking at the “Product Contents” section.

The exception is packaging and wearable accessories that become unusable during use. These include various bags, all kinds of envelopes, plastic rolls, etc.

From the point of view of protecting the rights of both parties to the transaction - both the buyer and the seller - purchasing goods remotely has great risks. Because of this, and also because of the popularity of this method of making purchases, various disputes often arise between the parties to the transaction.

One of the topics of debate is the redemption of a parcel that is sent by mail with cash on delivery. It is important to know what rights the buyer and seller have in this case, whether there are legal grounds for refusal and what the consequences may be.

Cash on delivery is a method of purchasing goods remotely, in which its cost is paid only after receipt. Unlike prepayment transactions, the risks from this method mainly fall on the seller. They are as follows:

Cash on delivery - parcel paid upon receipt

The seller will have to additionally visit the post office to collect money for the goods.
A long delay between the sale of a product and receipt of money for it leads to the fact that the seller’s turnover of funds slows down.
The buyer may simply not pick up the parcel, and then it will be sent back. In this case, the seller will pay both the cost of shipping and storage services, which will ultimately result in a considerable amount.

For the buyer, the main inconvenience is that he has to pay double shipping costs - for his goods and for sending money back.

During the time it takes for the order to be delivered, its financial situation may change significantly and there will simply be no money to buy back the goods. Therefore, you need to know how to properly refuse a parcel by cash on delivery and what risks may arise.

How to refuse a parcel by cash on delivery?

Reasons for refusal to receive a parcel by the buyer may be the following reasons:

there are doubts about its contents (for example, if a large item was ordered, but the size or weight of the box indicates otherwise);
the cost of the parcel does not correspond to the price of the goods at which it was purchased;
the buyer simply changed his mind about purchasing the order or is unable to do so (went to another city, is in the hospital, etc.).

You can refuse to receive a parcel regardless of what item is contained in it (even if it is included in the list of goods that cannot be returned). This is due to the fact that until the buyer receives the parcel, the purchase and sale transaction is not considered completed and the goods remain the property of the seller.

The procedure for refusing a cash on delivery parcel can be carried out in two ways:

The buyer may come to the post office and refuse to receive the parcel in writing or put a corresponding mark in the notice. The basis for this will be clause 45 of the Rules for the provision of postal services, which were approved by Decree of the Government of the Russian Federation No. 221 of April 15, 2005. In this case, no payment will be required from him, and the goods will be sent back to the seller.
The buyer can simply ignore the notification from the post office and not show up to receive the parcel. After a certain period (about a month), the goods will be sent back. Moreover, even if the recipient received a notification about the parcel and signed for it, this does not impose any additional obligations on him.

Of course, the first option will be more honest and fair towards the seller, but the second method of behavior is also completely legal. However, in each of these cases, certain consequences may occur for the buyer.

Possible consequences of failure

To avoid litigation, warn the seller about the refusal

The only legal action the seller can take is filing a lawsuit. Since ordering goods remotely is a special way of concluding a purchase and sale transaction, its parties have certain rights and obligations.

The buyer, although he has the right to refuse to purchase the item, is still obliged to reimburse the seller for the cost of its delivery.

In accordance with clause 20 of the Rules for the sale of goods by remote means, approved by Decree of the Government of the Russian Federation of September 27, 2007 N 612, a transaction for the retail sale of goods by remote means is considered concluded from the moment payment has been made or the seller has received an order from the buyer for its purchase . Therefore, if the seller has evidence of the order, he can recover from the buyer the costs incurred by him.

However, in practice this option almost never occurs. This is due to the fact that the cost of shipping is not so high, so not a single more or less reputable store will sue over such an amount.

If the seller works according to a cash on delivery scheme, the risk that the goods will not be purchased should be included in his expense item or included in the cost of the item itself. But besides the threat of possible litigation, other consequences are possible:

Including the client in the store's blacklist. Not everyone has such lists, but most sellers still practice compiling them. It includes all clients who have not fulfilled their obligations to the seller. In the future, this may result in the store simply not cooperating with such a client and even transferring data about him to other sellers.
Selling debt to collectors. This method is not entirely legal, but is practiced by some stores. Its essence is that employees of a collection agency call an unscrupulous buyer and demand the purchase of the parcel, threatening or insulting him. Of course, all this is illegal and does not pose any particular threat, but there is also little pleasant in it.
Restriction on future transactions. When further placing orders in this store, the buyer may be required to make an advance payment and even reimburse postage costs for the previous parcel.

But all these risks are not particularly great and are most often applied only to those buyers who have not purchased the parcel more than once.

The need to refuse a parcel by cash on delivery may arise for any, even the most responsible buyer. To act in this situation legally and fairly in relation to all parties to the transaction, you need to adhere to the following rules:

It is worthwhile to notify the seller as quickly as possible about the refusal to repurchase the parcel and explain the reasons for this. Of course, this won’t save him from shipping costs, but at least he won’t have to pay for postal services to store the goods.
Another way to protect the seller from additional expenses is to go to the post office and write a refusal to receive the parcel. In this case, it will be sent back immediately, and you will also not have to pay the cost of storing it.
It is better to buy goods with advance payment and at the moment when you have money for it. In this case, the risks are transferred to the consumer, but if the transaction is made with a large and reliable online store, their level is low.

It is important to remember not only your interests, but also those of the seller. In order to safely make purchases online in the future and not be afraid of a lawsuit or threats from debt collectors, it is better to try to fulfill your obligations or at least notify the store of your reluctance to buy the parcel.

Unfortunately, when shopping online, no one is immune from unpleasant situations: upon opening the package, you may find that the seller sent you a defective product or something that is not what you ordered (mixed up the color, size, model, etc.). to the seller if you are not satisfied with its contents?

If you decide to return the parcel to the seller before receiving it (you no longer need this product, do not want to pay customs duties, etc.), you can register at the post office parcel refusal by writing a corresponding statement. In this case, the parcel will be sent back, but you will have to resolve the issue of returning the money for the goods with the seller - the post office, of course, has nothing to do with this.

If you signed for receipt of the parcel and opened it, it is no longer possible to issue a refusal - you will need to resolve the issue of returning the parcel with the seller. An exception is if the packaging is damaged or the weight of the parcel does not correspond to the declared one, in this case it is allowed to open the parcel. But in such situations it is carried out according to certain rules.

Naturally, the “I changed my mind” argument when communicating with a seller in most cases does not work: you will need physical evidence(photos) of defects or discrepancies between the sent goods and the ordered ones, so that the seller agrees to exchange the goods or return the money.

Most online stores have a special information section entitled Returns Policy, Return and Replacement, Returns and Exchanges, Returns and Refunds, etc., which stipulates conditions for returning goods. Please review these terms and conditions carefully. Some stores, for example, allow the return of goods within a certain period after receipt without explanation.

The period within which you are allowed to return an item may vary, but usually ranges from one to several weeks. Remember that if you want your money back, The goods must be sent to the seller in the original packaging and complete set. Some stores charge a penalty when returning goods - a certain percentage of the cost. All these subtleties can usually be found on the store’s website; if something is not clear to you, it is better to clarify the details of the return through the feedback form.

Having agreed with the seller about the return, you can go to the post office and send the goods back. We remind you that Post office only provides delivery services, it has nothing to do with refunds. Therefore, you will need to send the parcel to the seller at your own expense, and the issue of reimbursement of shipping costs will have to be resolved with him, and not with the post office. But please note that in most cases, the return of goods is made at the expense of the buyer; shipping costs are not reimbursed by the seller.

When sending a parcel, make sure that it is available tracking function international mail: so you can. This is especially important if the seller agreed to return the money or send a replacement product only after receiving the parcel.

Parcel return procedure when purchasing goods on sites that act as intermediaries between seller and buyer, such as eBay or Etsy, has its own characteristics. In this case, you agree not with the store administration, but with a specific seller, to send the product back with an exchange for a similar one or a refund.

However, sometimes it can be difficult to resolve the issue directly with the seller: he may refuse to return the money, even if there is evidence of a defect, or may not respond to your messages at all. In this case you will have to contact the site administration. On eBay, for example, you can file a complaint with the Resolution Center.

Your further actions will depend on what decision did the site administration take on your issue?. A full refund is usually given in exchange for the return of the product (which will be at your expense). If even the site administration could not contact the seller, the site itself can return the money. In this case, the seller’s account will naturally be blocked.

If the defect is minor or the return shipping of the goods is unprofitable, you will not have to return the parcel, and the amount paid will only be partially compensated. If a decision is made to return the product in exchange for a replacement, you send the product to the seller (again at your own expense), and upon arrival of the product or after receiving the parcel number from you, he will send a replacement.

So, if you need to return a package that has already been received and unpacked, you should discuss the terms of return with the seller, then go to the post office and send the package to his address. In most cases, you will have to send at your own expense. You can refuse a parcel at the post office only if you have not yet signed for receipt and unpacked it. In any case, the postal service is not obligated to reimburse you for anything - you must resolve all questions about the return of money directly with the seller.

Is it possible to refuse a parcel at the post office without opening it?

There is an important nuance of the procedure that not everyone knows about. Customers prefer cash on delivery purchases through an online store because they think that they will be able to inspect the goods and only then pay. However, the right to open is granted only after the entire amount of the order is transferred to the cashier at the post office.

You can refuse a parcel by cash on delivery without opening it, based only on external signs, for example, an inflated order amount, incorrectly indicated weight or questionable contents of the parcel.

Before payment, it is only possible to check the integrity of the packaging and the compliance of the actual weight with that indicated by the sender. If the recipient has no comments on the appearance of the parcel, then claims regarding the contents will not be accepted.

It turns out that cash on delivery only guarantees the arrival of the parcel, but not its contents.

Returning the parcel after opening

The recipient can open the box and check the quality of the arrived goods only after paying for the parcel. However, if upon receipt, based on any external signs, a citizen determines a possible defect or discrepancy, then together with the post office employees a report is drawn up and the parcel is opened.
In this case, payment for the order is not charged to the recipient until the inspection is carried out. If, after checking, it turns out that everything is in order with the goods, then the cash on delivery amount will be charged, and the act itself will be cancelled.

A conscientious seller can include an inventory of the contents in the parcel and use the Russian Post service to list the contents. In this case, the parcel is also opened together with the postal worker, and payment is made after checking the contents of the parcel.

If, after inspection, it turns out that the product has a defect, a shortage or an unauthorized replacement, then the postal employee draws up a report, which is signed by the manager and the postal employee who opened the parcel, as well as by the addressee. Then the goods are returned to the receiving post office for delivery to the sender.

To make sure that the seller did not commit a fraudulent act by sending a completely different product, many buyers open the parcel immediately after paying at the post office. However, this will not help restore justice immediately, and the post office employees will not be able to accept a claim for cash on delivery. In this case, only contacting law enforcement agencies will help to identify the fact of fraud.

If the contents of the parcel do not correspond to the order

Despite the apparent attractiveness of shopping in online stores, the difficulty of choice for customers lies in the lack of opportunity to examine the product and evaluate its quality. The basis for making a decision to purchase is only the photographs and description of the object presented on the seller’s website.

Therefore, consumer rights are protected by a law with the appropriate title. According to the Federal Law “On the Protection of Consumer Rights” (Article 26-1), the consumer has the right to refuse the goods within seven days after receipt . If the contract between the seller and the buyer did not initially establish possible return periods, then the maximum period for the client to make a decision to refuse is 3 months.

Good quality product

Goods that are returned not due to poor quality or defects must retain their presentable appearance and original properties at the time of sending to the seller. At the same time, the buyer of a cash on delivery parcel must retain documents confirming the fact of sale - checks, receipts. If the client does not have such documents, he has the right to prove in other ways the fact of purchasing the property from a specific seller.

The procedure for returning a parcel by cash on delivery to the online store consists of three stages:

notification to the seller of the intention to return the goods;
drawing up a return application;
forwarding the goods to the seller.

The fee for sending money back to the buyer is paid by the seller.

It is prohibited to return products made to order or intended for personal use.

Defective product

If the purchased item does not meet the consumer’s quality expectations, he can expect one of the following compensation options from the seller:

elimination of defects at the expense of the company;
reimbursement of the buyer's expenses when eliminating defects independently;
proportional reduction in the original cost;
replacing the product with a similar one, but of proper quality;
replacement with a similar product with recalculation of its cost (additional payment by the client or refund of the remaining amount).

Additional Information

The main thing is to act in accordance with the law and comply with established deadlines. In this situation, the post office acts only as an intermediary between the parties to the transaction. The duties of the employees include accepting payment and issuing the parcel cash on delivery to the client on behalf of the sender.

Consequences of failure

In fact, the client can refuse to receive a parcel by cash on delivery in two ways:

Visit the post office in good faith and write a refusal application.
Ignore the fact that the parcel has arrived and do not come to the post office. In this case, the goods will be sent to the sender after a month.

Of course, it would be more correct to go to the post office and write an official refusal. But in this case, shipping costs will be borne by the client. If you follow the second scenario, the recipient will not incur any expenses immediately, but the seller has the right to go to court to recover compensation.

In reality, such cases rarely go to court, since the delivery amounts are usually not so large, and the seller still has to prove the fact of violation on the part of the buyer. In addition, the order amount often includes shipping costs in advance.

This type of sales increases the trust of potential consumers in the chosen online store, since in this case they do not face the main risk of remote sales, when the company disappears after receiving the money. Another significant advantage for the client is saving time on payment for goods, since it will coincide with the time of receipt.

The only drawback of sending cash on delivery is the increase in the final cost of the goods. But in this way the buyer pays for his peace of mind.

On the other hand, the cash on delivery service is associated with certain risks for the seller, for example:

when sending goods by cash on delivery, the seller has to wait until the client receives the parcel and pays for it;
the lack of instant payment leads to a slowdown in cash flow;
If the client refuses to pick up the parcel by cash on delivery, then the costs for sending the goods to the buyer and back will be borne by the seller.

Representatives of companies engaged in remote trading are aware of the risks and possible damage from the actions of unscrupulous clients. Therefore, to reduce the likelihood of refusal, employees themselves call customers to further discuss the details of the transaction or inform the post office about the arrival of the parcel by cash on delivery. However, this does not always guarantee the integrity of the buyer.

How to return money for goods by cash on delivery?

If the opening is carried out by the mail delivery service, then a report is drawn up. This document can be provided to the seller for a refund. Postal employees have the right to unpack the box if they suspect the transportation of prohibited items. The website of each store contains special sections where information is posted on how to return an ordered product to the store.
You should carefully study the conditions under which the goods are returned. This is important, given that due to ignorance of the store’s rules, disputes often arise, which often have to be resolved in court.

A number of stores allow you to return goods within a specified period without specifying reasons. The period during which the buyer can return the goods is set at two weeks.

When carrying out the return procedure by Russian post, we must not forget that purchased products must be returned in full and in original packaging.

How to get money back for a lost parcel

But please note that in most cases, the return of goods is made at the expense of the buyer; shipping costs are not reimbursed by the seller. When sending a parcel, make sure that the international postal tracking function is available: this way you can track the location of the parcel.

This is especially important if the seller agreed to return the money or send a replacement product only after receiving the parcel. The procedure for returning a package when purchasing goods on sites that act as intermediaries between the seller and the buyer, such as eBay or Etsy, has its own characteristics. In this case, you agree not with the store administration, but with a specific seller, to send the product back with an exchange for a similar one or a refund.

Is it possible to get a refund for the parcel upon return?

For failure to fulfill or improper fulfillment of obligations to provide postal services, Russian Post is responsible to its customers. To receive compensation, you must submit a claim for damages.

An application for Russian and international shipments can be filled out on the website, printed and submitted at any post office. To apply, you must include the receipt (or a copy thereof) issued upon shipment, as well as present proof of identification.

The application can be submitted by the recipient, the sender or an authorized representative of one of them. The sender has the primary right to receive compensation; he also has the right to refuse compensation in favor of the recipient.

Applications to search for domestic and international postal items are accepted within six months from the date of dispatch.

For international shipments In case of loss, spoilage or damage to international registered shipments (letter, parcel post, small package), Russian Post pays compensation in the amount of 30 SDR and the amount of the tariff fee (excluding the order fee). In case of loss, damage or damage to part of their investment - in the amount of the actual value of the missing or damaged part, but not more than 30 SDRs. In case of loss, deterioration or damage to the “M” bag, compensation will be paid in the amount of 150 SDR and the amount of the tariff fee (excluding the order fee).

Compensation for loss or damage to valuable items is the amount of the declared value and the amount of the tariff fee (with the exception of the fee for registering the declared value). In case of loss or damage to a simple parcel, compensation is paid in the amount of 40 SDR and 4.5 SDR for each kilogram of the parcel. The amount of the tariff fee is also paid.

How to return a parcel by Russian Post and get your money back

If the postal item is still in transit, it can only be recalled after it arrives at the specified address. If the mail item that is to be returned is at the sorting station, then the employees will have time to return it. In situations where the parcel is delivered to the address, then the contents of the parcel will have to be returned to the recipient.

However, in circumstances where the parcel is delivered to the post office at the specified address, you can call back and remind you of the need to make a return. This method sometimes works, but you shouldn’t rely on it. Instructions for returning the phone within 14 days if you don't like it. Read how to return a car to the seller when buying secondhand. And here are the types of liability for violation of consumer rights.

Changing the configuration is a refusal for the seller to accept the goods. Having discussed all the return conditions, the buyer needs to come to the post office and send the purchase to the return address. The postal service only provides delivery services, so the buyer will have to pay for the return. When returning the parcel, the sender must make sure that the tracking function is enabled. Using this function, the movement of the parcel can be easily tracked. If this feature is not available, it must be ordered.

For example, when placing orders, the seller mistakenly sent the wrong product, or made a mistake in the quantity. Misunderstandings may become apparent after the shipment has been sent to the recipient.

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