Lost at Russian Post. What to do in this case?

Situations related to the loss of parcels on Aliexpress They don't happen that often, but they still happen. Each user of the system should know what to do if a package is lost.

In general, to protect yourself from such cases, it is better not to use government delivery services, but to choose modern courier companies. This is an excellent option for receiving the parcel in person. Moreover, there is virtually no risk of losing it.

What to do if a package is lost at Russian Post from Aliexpress?

If you are sure that the parcel is still lost, then you need to contact the post office to write a statement with a request to find the postal item.

In addition to the application itself, a receipt for payment for the goods must be attached. You must also provide your passport when applying to the department Russian Posts .

According to the law, the post office can search for a parcel for two months.

If the loss of your shipment is indeed confirmed, then you must be paid compensation equal to the amount of the cost of the package. Therefore, when sending an item, always ask the seller to write down the real price of the item, as well as all shipping costs.

If your shipment was lost more than six months ago, compensation will not be refunded.

Where to go if your parcel is lost at Russian Post?

If the shipment cannot pass customs control, then contact the customs point Russian Posts. The track number allows you to clarify the reason why the parcel was delayed and when it will arrive next. Unfortunately, there is no way to speed up the process. If all the deadlines have already passed, then write an application to the Customs Service to search for the parcel, but be prepared that the process will drag on for a long time. The parcel will be recognized as lost only after its delivery time has expired.

Searching for a parcel from China with Aliexpress

• Open the main page Track24.ru
• Write the track code in the appropriate line

• Next select "Package tracking"
• You will receive tracking results within a minute
• Carefully study all movements of the parcel, and pay special attention to its last location

Video: What to do if the package goes missing? We are writing a statement.

26.04.17 53 762 0

Find the shipment or get your money back

I often buy from online stores and use mail several times a month.

Most often, parcels arrive on time and without damage, but several times the post office let me down. 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 indicate numbers, order dates, track numbers, etc. To prevent this from happening, organize a simple and convenient storage system. Any of the tools you use will work for this: shortcuts in mail, notepads in Evernote, a folder in Dropbox. The tool is not important: what is important is that you put in the effort and save the order information.

For all expensive purchases, I make notes in Evernote with a description of the product and photographs from the store’s website. I also add the price and date of purchase there. I track all track numbers in the “Where is the package” application. When you need to contact a store or order something again, a shopping notebook saves a lot 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.

Typically, stores indicate the average delivery time when placing an order. If delivery is free, then the seller will send the order using the cheapest operator, which takes longer to deliver than competitors. The higher the tariff, 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 parcels travel on average 40 days, but sometimes arrive in 90. Detailed statistics on international shipments are available on the website for tracking Track24 parcels.

Make sure your package is not stuck at customs, at a sorting facility, or upon departure. This happens not only in Russia. I once ordered boots from London during the Christmas sale and they sat at Heathrow Airport for a week due to Royal Mail being overloaded.

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

In such cases, you need to add to the delivery time the days during which Russian Post delivers mail between Russian cities. There is a table with deadlines on the post office website, but I don’t believe in these numbers and always add the same amount even for delivery in Moscow.

For example, if a purchase from Aliexpress with a stated delivery time of 35 days has just left customs during this time, then to the post office In Nizhniy Novgorod According to the standard, it should arrive in three days. In reality, this is a minimum of six days, so the realistic delivery time increases to 41 days.

Write to the seller

Most often, sellers do not argue with this and themselves put the items on the wanted list, and the buyer is offered a full refund or resending. Once, my parcel from the UK crossed the border and was lost at a sorting point in Moscow. I contacted the store's support service, and the order was resent. 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 passed for several months. I always agree with them to resend the order.

If the online store does not have Russian-language support and you do not speak English, translate the text using an automatic translator and send. Don’t be shy about machine translation: the main thing is that the seller understands the problem and you will return the money.

Open a dispute

Sometimes sellers send a defective product, make a mistake with the order, or do not 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 undelivered.

If this is a purchase from online auctions “Aliexpress” or “Ibay”, then you can open a dispute about it. A dispute is a tool for resolving conflicts between a buyer and seller. The auction site, that is, the administration of eBay or Aliexpress, is responsible for their regulation. The general rules are similar: the site guarantees a refund to the buyer if the product was not delivered, arrived with defects, the seller made a mistake in completing the order or photographs and description of the product on the website do not correspond real.

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

The seller is given several days to resolve the dispute; if during this time he does not get in touch or does not 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 quickly close them and submit an application for a refund after contacting them. I use disputes to get money back from sellers who don't respond to messages.

If the purchase is not from an auction, but from a separate store, then a dispute on it can only be opened if the payment was made through the PayPal system - there is also a buyer 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 deliver postal notices, put them in the wrong box, or lose the package at the post office. If, judging by the track number, the package is already in Russia and you suspect that the post office is to blame, go ahead.

Take your passport with you and provide the tracking number of your parcel at the post office. The number will be checked and, if the package has been received, it will be released without notification. In this case, it is important not to miss the storage periods for shipments - 30 days for parcels and 6 months for parcels and small packages.

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

There is no point in putting a parcel on the wanted list that you did not send: until it is delivered to the addressee, postal items are the property of the sender. Therefore, Russian Post does not accept search applications without a copy of the delivery receipt and pays compensation first of all to the sender.

Complain by email

If the post office systematically loses packages, does not deliver notifications, refuses to accept applications, and calls lead to nothing, you can leave a complaint about this branch of the Russian Post on the Roskomnadzor website. For slow delivery and other operational irregularities, the department will receive a fine and, perhaps, improve.

Contact your bank

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

Each case of conflict between the seller and the buyer is considered separately, so the bank advises clients on the situation. For example, he asks to send the defective product back, write a statement describing what happened with the purchase, and attach evidence that the product does not match the description stated on the website. You can contact Tinkoff Bank for advice via chat, phone or email.

Remember

1. Organize a system for storing purchase data.
2. Check the delivery time of each package in tracking services.
3. If there is no parcel, write to the seller. Direct contact is the fastest way to get your money back.
4. Open a dispute if the seller does not respond to messages.
5. Russian Post may lose the parcel at its branch. Go to the post office and ask the staff to check it.
6. As a last resort, cancel the payment through the bank.

No matter how much people laugh at the quality of postal services in Russia, citizens still have to use this method of sending. First of all, many are attracted by the affordable tariffs, and in terms of delivery time, such delivery is quite satisfactory. It is also popular among online stores.

Do you need to go all the way (up to filing a lawsuit) if your rights have been violated?

YesNo

Some of them even pay the cost of postage instead of the recipient, making the products more attractive and affordable.

There are often cases when the recipient waits a long time for his parcel, and often to no avail. How to determine who is guilty here? Lost your package at the post office or customs? Where to go to search for a shipment if the Russian Post has lost the parcel? Let's try to answer these questions.

Delivery times for correspondence

Before you panic about missing mail, you should make sure that all acceptable delivery deadlines have passed. There is a section on the post office website where you can clarify the necessary information. Delivery deadlines have been established for many types of shipments. These are the standard shortest periods. A deviation in one direction or another is allowed for a couple of days.

For example, a standard package from Abakan to Petropavlovsk-Kamchatsky should arrive in 19-21 days, and from Voronezh to Orel it travels from 1 to 3 days. Meanwhile, even when sending written correspondence within one city, such a period can last for 3-5 days.

This is explained by the fact that the item initially arrives at the central city post office and only after that is sent further. Each recording of arrival and departure takes time. It is added to the travel time.

If standard deadlines are exceeded, compensation measures have been established.

In the case of non-commercial domestic delivery, this is a penalty in the amount of 0.1% of the amount paid for shipping. In this case, every day that exceeds the control period is taken into account. Payout is limited only to the full value of the fee paid.

For example, a non-commercial parcel was sent, the payment for which included a forwarding service in the amount of 145.63 rubles. It is from this that this same 0.1% will be calculated, that is, 0.15 rubles. per day. And such compensation will be limited to 145.63 rubles.

How to make sure that it was the post office that lost the package?

The mail is not always to blame for the absence of a parcel within the established deadlines. Shipments coming from abroad may not reach the country's borders and may get stuck at customs. They also disappear due to the fault of the services that deliver them to the border.

To ensure that your shipment has been accepted for delivery, you need to receive from the sender a special tracker number for the lost package.

Each postal item is recorded in the delivery system, numbered, and data about the sender and recipient are entered into a program designed to streamline accounting. In this case, a receipt is issued, which contains the number assigned to a specific letter or parcel.

There is a section on the Post office website where you can track a lost parcel using its number. If the entered number is entered incorrectly or such a shipment simply does not exist, the program will generate an error. It follows from this that the postal service is not at all to blame for the absence of a parcel or letter.

If everything is correct, the user will see the path traveled by the item from the moment it first appeared at a particular post office until it was issued. In this way, you can not only periodically check the location of the long-awaited package, but also find out at what point it was lost.

A package was lost at Russian Post: what to do?

What to do if the control deadlines have already passed and the parcel has disappeared between sorting points? The answer is simple: you should first create a request to search for a shipment. The claim form can be picked up at any post office or downloaded from the postal service website.

The claim statement must describe the shipment itself in as much detail as possible:

• packaging, including shape and material. For example, “Packaged in a cardboard box marked with the Postal Service logo, purchased from the Post Office. Dimensions 42.5x26.5x38";
• contents of the shipment. It is advisable to rewrite the list of attachments, as well as individual characteristics;
• mass;
• type of departure;
• sender and recipient data.

The application is accompanied by a receipt to confirm the shipment and the tracking number. It is allowed to attach a photocopy of the document.

The claim can be submitted at any branch, having received an acceptance mark on your copy. You can also send the scan to the service’s email address. The best option, of course, is the first one, since you will have a certificate of acceptance of the document in your hands.

The following deadlines are given for consideration and response to a claim:

• for domestic shipments from 5 to 30 days;
• international – from 2 to 3 months.

After this, the applicant is given a written response about the results of the searches. There are often cases when a shipment arrives before an official response. In this case, the recipient can begin claim work to claim a penalty for violating the waiting period. But most often the addressee leaves such a violation without consequences, since the amount is very small.

You can put a wanted shipment on the wanted list within a 6-month period from the moment its data enters the system, that is, from the date of dispatch. After the search work, the applicant receives written notification of the results. If the package was never found, you must file a claim for compensation.

Lost shipments will be compensated only for part of the declared value. If the estimate was minimal, then the amount received will be very different from the real value. For example, if the parcel included:

• cell phone worth 10,000 rubles,
• headphones 300 rub.,
• case 1,500 rub.,

and the assessment was made for only 3,000 rubles, then compensation will be received in the amount of the assessment. The cost of the filling will not be taken into account, but meanwhile it can be much more significant. Thus, the sender saved a couple of hundred rubles on the tariff, and the recipient lost several thousand.

What to do with a lost parcel whose tracker was not tracked?

This situation arises when sending goods through well-known Chinese online trading platforms. Sellers working through such a resource save money by sending parcels using more profitable delivery services. As a result, the addressee is unable to track the movement of the item.

The easiest way in this case is to use the buyer protection program on the resource itself. At the same time, he simply informs that the shipment did not arrive at the address within the established time frame and opens a dispute.

It just so happened that, having ordered the next batch of trinkets in China, my parcels ended up in a gigantic jam that happened at the Aliexpress sale at the end of the 12th year. And in the end, almost all of them got out successfully, but two of them were completely lost. Of course, according to Murphy's law, the most expensive and expected ones. This is a healthy bag of 1000 white LEDs and a roll of photoresist film. Moreover, according to tracking, they were exported from China, but were never registered on our side. I negotiated with the Chinese, and they delayed the delivery time as long as they could, assuring that everything was fine and the goods were just moving slowly due to congestion. And in the end, due to my lack of experience, they persuaded me to confirm receipt of the goods without opening a dispute. I confess, I was wrong, but almost 15 parcels always arrived, sometimes for a long time, but nothing was lost anywhere and the Chinese in general did not fool around, and sometimes they even put in more than I ordered. As a result, after another couple of months of waiting, I realized that the parcels were definitely lost. I decided to start looking for them.

To begin with, I contacted the Chinese and asked them to look for the lost parcels. Both suppliers responded that they made inquiries to China Post and received a response that the parcels were exported to Russia and they needed to be looked for there.

1) I contacted the Chinese and asked to send an Invoice (I spent a long time getting into the essence of the document, which vaguely resembles our invoice; in domestic practice there is no analogue of such a document). This is what the Chinese sent me (in some places I had to correct it manually)

2) I downloaded it from the Russian Post website and filled out the form (http://fc.russianpost.ru/DownLoad/For_Site/Uslugi/Blanks/Prilog_5.doc), although in theory you could ask for it at the post office, but I didn’t take the risk and came with his.

3) With the invoice and application, I went to the nearest post office (not necessarily the central one) and registered everything there. The head of the department registered two applications, one for a parcel, and from each I received a receipt.

4) A couple of days later I received a letter with information that my appeal from Taganrog had been transferred to Moscow, to the Claims Department (DPR) and I would receive an answer in two calendar months! Okay, I waited patiently.

5) After almost three months, without waiting for any response, I wrote an email to [email protected](which was listed on the official website of the Russian Post as a contact for the claims department). In the letter, I attached scans of receipts and a letter received from the Taganrog Main Post Office “about transferring the case to Moscow,” and asked at what stage the consideration of my question was. Almost immediately the mail robot answered me:

Dear Customer!

Your appeal has been accepted and will be considered within the time limits established by law.

FSUE Russian Post

And a little later I received a more extended answer:

Good afternoon.

In response to your request regarding the postal item RB343007485CN, we inform you: Your appeal has been accepted for consideration by the Appeals and Complaints Department of the Department of Claims for International Postal Exchange, registration number 36115-13.

Unfortunately, the review is not complete at this time.

You will be notified additionally about the results.

However, we inform you that responses to requests are not provided on-line. Received requests are processed in order of priority.

Sincerely,

Analytical Department Specialist

Claims Department

for international postal exchange

The main center for long-haul transportation

mail - branch of FSUE "Russian Post"

This is an interesting answer. That is, “we are working, wait and don’t write to us anymore.” Well, there wasn’t much choice, although I had already begun to think about contacting the prosecutor’s office. As people wrote on the Internet, the absence of the promised response to an official appeal within the established period (2 months) is a precedent for the relevant authorities. But in the end he scored and decided to wait.

6) And now, after another two months from the moment I sent my email and almost five months from the moment I submitted the search application (and more than a year from the moment the package was sent), I finally received an answer!

The beauty and grandeur of the style were worthy of admiration! “We inform you that as a result of the inspection, the loss of this postal item was established at the internal stages of its processing on the territory of the Russian Federation... On behalf of the Federal State Unitary Enterprise Russian Post, please accept our apologies for the fact that the quality of postal services in this case was not at the proper level. At the same time, please accept our apologies for the delay in providing a response, which was caused by objective reasons.”

What exact objective reasons were behind the search for the parcel for 5 months were not specified to me. Apparently, these reasons were as obvious as they were objective, so writing about them is unnecessary.

Well, in essence, what the Post Office answered me: “We have lost your parcel, but we will not give you the money for it, because until we deliver it, it is the property of the Chinese, and if the Chinese officially refuse this money and ask us to transfer it to you “Then we will return your money.”

This could actually be the end of the search. I wrote in Chinese and tried to explain the essence of the problem. But in more than a year since the order, one of the suppliers has already completely closed its store, and the second answered me with complete silence. What is the point of the Chinese fooling themselves with complaints about a product for which they have already received money for a long time and spent it on rice?

That's the whole story. What conclusions did I draw:

• Never do not confirm receipt of the goods until you receive them in person. Even if, according to mail tracking, he has almost arrived in the city, I would rather open a dispute, and then remove it, and will not be persuaded by the Chinese. Not because the Chinese are scammers, no, because if the post office loses the package, this will be the only way to get the money back.
• If you’re going to look for the parcel, then don’t give up and push until the end. There is no answer within the established time frame - take the documents and go to the prosecutor's office. This should stimulate mailers and possibly ensure a positive search result.

When solving my question, I gleaned a lot of useful information from here: http://www.russiapochta.ru/forum/topic.php?forum=3&topic=451&p=1 approximately the same story of searching for a parcel.

In contact with

Regular AliExpress customers know that waiting for a package can sometimes take 2 months or more. But sometimes clients are faced with a situation where 70-90 days have already passed and the parcel cannot be tracked - that is, there are all the preconditions that the goods will not be delivered. Or the client sees information that the product is located in Russia, but he cannot receive it from the civil service department. Because employees report that the shipment is missing. In this case, you need to figure out what to do if a parcel from Aliexpress is lost at Russian Post.

It is advisable, first of all, to make sure that the civil service is to blame. This can only be done if you have a valid track number, which is available on the Aliexpress website in "My orders". Write down the number and check it on the official website of the post office www.pochta.ru. If the track number is tracked, it means that the goods are guaranteed to be in the Russian Federation. Since before crossing the borders of Russia, the parcel is a priori not controlled by state mail.

Russian Post lost a parcel from Aliexpress - what to do

So, you know from the tracking service that the parcel left MMPO. This means that customs has been cleared and the goods can only be held by the Russian Post.

You can apply to search for a shipment (parcel) in two cases:

• If the status of the shipment is unknown (the track number does not give anything), or the status has not changed for a long time;
• If the delivery period exceeded the standards established by Russian Post, and the products were not delivered. Find out what the normal delivery time is for your shipment - www.pochta.ru/support/popular-questions/delivery-time-cost.

The application can be submitted in the form of an electronic appeal. By the address www.pochta.ru/claim You can file a claim if:

• Missing items in Russia;
• Lack of information about the location of the international shipment.

You can also submit an application at any postal service office if you have a passport. This will not speed up the process of searching for a shipment. Therefore, it is more advisable to fill out the application electronically, given the fact that in some OPS there is complete chaos. Electronic complaints are recorded and are guaranteed to be considered.

There is no need to delay searching for the parcel. Since it is possible to file a claim no later than 6 months from the moment the parcel was sent. In the case of Ali, the countdown starts from the day the goods were received by Russian Post. EMS shipments have a shorter period for accepting applications - 4 months.

Applications are accepted from recipients or senders. If we are talking about purchases on AliExpress, of course, only the recipient can file a complaint.

If you submit an electronic claim, a response to it will be sent to the email address that you must indicate in the application.

The time frame for consideration of a complaint is not the most pleasant - in the case of international shipments, a response from the OPS can be expected within 30-90 days. Claims are considered within a month if the application is sent for the purpose of searching for domestic mail.

It is not always possible to receive the parcel. In this case, you will be offered compensation.

Opening a dispute on AliExpress if the package is lost

Communication with the seller will not yield any results if you are convinced that the ordered products are located in Russia. It is logical that the supplier is not to blame - the parcel was sent to them, it crossed the border of China.

Ideas