If you lost your parcel at the post office. What to do if you lost your package at the post office

Material publication date: 07.26.2019

Last update: 07/26/2019

What to do and where to complain if Russian Post has lost a parcel? Let's find out!

How to find out where the package is?

If this is not your first time using the services of Russian Post, then you are probably aware that the movement of your parcel can be monitored using the parcel tracking service.

To do this, you just need to go to the official website of the Russian Post in the “Tracking” section or to the mobile application for smartphones and enter the tracking number of the parcel. It is printed on the receipt that the operator should have given you when sending the parcel.

Note! If the parcel has been sent to you, the tracking number must be obtained from the sender (online stores usually indicate it on the order page).

What to do if you can’t track your parcel?

You have entered the correct track number, but there is no information on the Russian Post website about the fate of your postal item or the parcel tracking status has not been updated for a long time?

There may be several reasons for this:

Too little time has passed since sending. If information about your parcel has not yet managed to get into the database, then in the first 10 days you just need to wait. In order to receive up-to-date information on your parcel, we recommend registering on the Russian Post website and subscribing to notifications by track number.
The parcel is at the import stage. As practice shows, the process of importing a parcel is the longest stage, which on average lasts from 14 to 30 days. Unfortunately, you cannot influence the speed of crossing the border in any way, so all you have to do is be patient.
The parcel got stuck at customs. If the tracking status indicates that your postal item has arrived at customs, but there is no further movement, then most likely the customs office is overloaded and the employees do not physically have time to process all incoming parcels.

During the holidays, parcels always arrive slowly: due to workload or a large number of days off. You also cannot influence this fact in any way. Therefore, you need to take this into account and calmly wait for the parcel to wait its turn and move.

The parcel was lost. If a lot of time has passed since the moment of sending, and the parcel has not arrived, you can apply for a search.

How does the search for missing parcels work at Russian Post?

In order to start searching for the missing postal item, the sender or recipient of the parcel must contact any branch of the Russian Post and provide the following package of documents:

Application to search for a postal item;
Fill out the application form to search for a shipment in Russia>>>
Fill out the application form to search for an international shipment>>>
A receipt (or a copy thereof) issued when sending the parcel;
Passport (or other identification document).

Note! The search application is accepted within 6 months from the date of sending.

If within two months from the date of submission of the application the Russian Post is unable to find the parcel, the sender is paid compensation equal to the sum of the declared value of the parcel and shipping costs.

What to do if Russian Post refuses to cooperate?

If your statements are ignored and you are openly brushed aside, you have the right to leave a complaint in the public reception area on the official website of the Russian Post. In order for your appeal to be considered, you need to fill out a simple form containing the following information:

Your last name, first name and patronymic;
E-mail address;
Subject of your question;
Text of the appeal.

Note! Your statement should be written correctly and not too emotional. Please remember that applications containing obscene language, jargon or threats may not be considered.

Unfortunately, this situation happens all the time. How to behave if you have lost not someone else’s package, but yours?

Leave the idea with Russian Post in advance

If you choose between delivery by the Russian state postal service and another courier company, as practice shows, it is better to choose the second option. This way, you will receive your order straight into your hands, and the wait will not last for long weeks of silence.

Fortunately, today many online stores offer delivery through world-class courier services. It will be more expensive, but faster, more reliable and without unnecessary hassle. Here, business, competition and reputation are on your side - things unfamiliar to Russian Post.

There is still no parcel - what should I do?

First, you need to check that your parcel has crossed the Russian border. As a rule, delivery conditions include parcel tracking to effectively track the current location of the cargo using a unique ID.

BUT! It just so happens that in Russia there is a postal service that does not always scan the tracks of parcels after passing the MMPO. The reason for this may be a reluctance to be responsible for their own service, or other factors. Solution to the problem: get a consignment note with tracks from customs. But this is almost impossible to do.

Your parcel is delayed

In this case, it is necessary to follow the official delivery times, which depend not only on the type of transportation (air, rail), but also on the location of the addressee. Of course, cargo delay is better than loss, but the recipient has the right to compensation.

Rules for the provision of services by Russian Post:

“In case of violation of the terms of delivery, postal operators pay a penalty in the amount of 3% of the fee for the postal service for forwarding for each day of delay (but not more than the amount paid for such a service). For violation of the deadlines for shipment by air transport - the difference between the payment for shipment by air and land transport.”

It turns out that If your parcel is delayed by more than 33 days, then you will be reimbursed for all shipping costs. In theory this is true, but in practice everything is a little more complicated.

First, you will need to draw up an application for compensation. Secondly, be prepared to wait quite a long time for its consideration. It is very important to preserve the packaging of the parcel with a label and marks, as well as provide a copy of the sender's receipt - otherwise the consideration of your application will be constantly delayed.

The post office lost my parcel - what should I do?

In this case, a statement is written about the search for the postal item. An application from legal entities and individuals can be submitted to ANY branch of the Russian Postal Service. Additional documents include a receipt (or a photocopy of it). It is also important not to forget your passport or other identification document and show it when submitting your application.

And most importantly: according to the law, Russian Post can search for a lost parcel for up to 2 months.

As a result, after confirmation of the loss of the parcel, the recipient will be paid compensation equal to the sum of the declared value of the parcel (indicate the actual amount) and shipping costs.

Important: If more than six months have passed since the parcel was sent, you will no longer be able to apply for compensation.

When nothing can be done:

no tracking;
there is no declared cost of the parcel;
no invoice from the seller.

If you can't bear it anymore

The Russian Post is punished “from above” by the federal service – Roskomnadzor. On the website you can leave a request, which will most likely lead to the collection of fines from the Russian Postal Service.

If Russian Post does not want to cooperate

Your statement was ignored, the employees are openly rude? Then the only way out will be to go to court, and that’s a completely different story.

Bottom line

Choose alternative methods of sending parcels - save your money, time and nerves. And then, if you find out that the Russian Post has lost the parcel, this will no longer be your story.

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 shipment 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. This very 0.1%, that is, 0.15 rubles, will be calculated from it. 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.

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 got there 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

Organize a system for storing purchase data.
Check the delivery time of each package 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 does not respond 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.

A package was lost at the Russian Post Office - what should a person do in this situation? Nowadays, more and more people use the services of online stores. Purchases made there must be delivered by Russian Post if the store does not have its own courier service. How to secure this process? What needs to be done for this?

Post office

If a person decides to use the services of the Russian Post, namely, to receive a parcel from an online store, then he must know all the risks associated with this. When placing an order, it is recommended to enable the tracking function. It will make you feel calmer when your parcel travels across the country. An individual track number will be attached to it, which will allow the recipient to track the movement of the postal parcel across the expanses of the Russian Federation. This unique code is printed on the receipt. It is issued to a person when sending cargo.

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 Russian Post has lost the item, the compensation will not cover the cost of the purchase. The best option is if the value of the shipment 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 passed the customs post safely, then it receives the status “Left MMPO”. As soon as this happens, all responsibility for the cargo passes to Russian Post. Otherwise, only the sender can find the lost package.

If the cargo remains at customs for a long time, you need to call the customs point of the Russian Post. Using the track number, you need to clarify the reason why the package was delayed and the date when it will be released. There are no legal methods to speed up the procedure for cargo passing through a customs point.

When a package is considered lost

If Russian Post violates the delivery deadlines for parcels, then they acquire the status of lost. If the delivery period is violated, the client has the right to demand compensation from the post office, 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 must be delivered by air, the difference between deliveries by land and air transport is compensated.

What to do if your package is lost

If all delivery deadlines have passed, but there is still no cargo, then you need to know the conditions for filing a complaint with the post office:

A complaint about a missing item 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 dispatch of the goods. Therefore, if the mail client is dissatisfied with the delivery, it is necessary to independently request the original or a copy of the check from the sender.
When filing a claim, you must have your passport or driver's license with you.
If the cargo was generated abroad and was supposed to arrive in Russia, then the starting address is written in Latin letters.
Russian Post is given two months to consider the complaint, after which it must send a written response to the dissatisfied customer.
For reimbursement of 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 issue of returning the money independently with him. In this situation, the sender has the right to issue a waiver of compensation in favor of the recipient.

If a parcel is lost, you need to visit the post office, where they will issue a claim form. You need to fill out two copies. One is given directly to the postal employee with evidence attached, and the second with a note indicating acceptance of the claim remains in 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.

Post office ignores complaint

As soon as a person discovers that the cargo is missing, it is necessary to write a claim regarding this.

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

You also need to ensure that the claim is completed 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 simply needs to fill out correctly. Roskomnadzor will demand all compensation payments from the Russian Post, check the work of the organization and punish those responsible for the current situation.

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