The parcel disappeared at customs, what should I do? What to do if parcel delivery has stopped? Options for further action

This summer, our Russian Post completely infuriated me, and I decided to start fighting it. In general, after wandering around Airek, I realized that our parcels take a long time, and this is wrong. If a parcel takes more than 30 days to arrive from abroad, this is a violation, and if we do not report it, the Post Office thinks that we are happy with everything, and its statistics do not spoil. And as soon as we start to act, to complain, the statistics spoil, they need to be corrected, and so the mail starts working.

So, my review is for those who have a track number. Do not spare money on it, because if your parcel gets stuck somewhere for a long time and you prove it, then the money for delivery will be returned to you partially or in full, and so you at least know where your parcel is. It’s just that in other countries the track number itself is confirmation that the parcel was sent. But we have all the papers and papers. As the saying goes, Without a piece of paper you are a bug.

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

After downloadstatement from the Russian Post website and fill it out. But here you need to take into account one point: even if your package is stuck somewhere, you should note: Item not received, otherwise no one will look for your parcel. Well, the statement there is simple, everything is intuitive. We fill out one copy, take a printout of the invoice/receipt with us, don’t forget about your passport and go to the post office. There they must fill out a tear-off coupon and give it to you. You are waiting for a call within two weeks, if you haven’t received a call, call yourself. The numbers were written on the back of the ticket. Here they are: 495-351-14-03, 495-351-60-00, 495-351-47-47, 495-351-44-94.

FSUE Russian Post

from __________________

your address____________

Your phone: +7___________

CLAIM

"___"__________ 2013, I used the services of the Federal State Unitary Enterprise "Russian Post" for sending international registered items, ___________________________. The parcel was sent from the post office to the address: ___________________. Shipping cost ___________________, shipping number ______________. The parcel arrived in Russia "___"__________ 2013.

Services were not provided in full (delivery deadline was missed). My parcel is more than ______________ in Moscow and has not yet been delivered to me. This is confirmed by a link to tracking postal items [link]. In particular, the status of the shipment today:

(Attached is a screenshot of the status)

I suffered the following damages: Shipping cost _________________, parcel cost _______________________

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

Sincerely ______________

"___"__________ 2013

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

This document we print it out, put our signature and also take it to the post office. We give one copy, we keep one for ourselves. You should receive a registered letter in your mailbox as a response. I was told that within 5 working days, but on the Internet they write that they can answer within two months.

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

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

2. If the parcel is stuck at customs. This has never happened to me, all my parcels go through customs in 5 minutes, and by law they can only hold the parcel for 24 hours if there are no problems.

“Dear FTS!

My custom package from (indicate the sending country) with the tracking number “RT111222333HK” (indicate your tracking number) has not been transferred to Russian Post for more than... business days

(Here it is better to indicate the dates from which to which)

I ask you to clarify the current situation and explain why your part violates the deadlines for processing and checking IPOs. And also provide me with information about the location of my shipment.

What actions should I take to get this issue resolved?

Sincerely, …"

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

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

I did it all, it just looks scary. Thanks to the method from point 1, now my parcel is moving quickly, everything else is also about to be in my hands. I was looking for all this information to find my lost one, it’s been hanging around somewhere for 92 days, it’s still in progress.

Despite the fact that sending purchases by mail has long been a standard delivery method, it is nevertheless not without numerous 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 to do if there is a delivery delay? Where and how to contact? Is there any hope of still receiving my order? We tried to answer all these questions in the form of specific practical recommendations that will help you outline an action plan.

The statement should indicate that you did not receive the parcel - “The shipment (transfer) was not received.” All fields must be filled out up to the tear-off coupon line. Example of filling.

With the invoice, printed application and passport, contact your post office. The department manager or authorized officer must complete the 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 hear the results by telephone within a week or two after submission. In most cases, such a statement initiates an intensive search for your package, and it begins to move faster. A written response, as a rule, arrives after delivery of the parcel with the general meaning that everything has been 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 this happens on the territory of Russia, then 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 must happen within 10 days after the official recognition of the loss. If this does not happen, then you need to write in 2 copies demanding payment of compensation.

Sample text of the application.

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

Claim

“___”__________ 20__ I used the services of the Federal State Unitary Enterprise “Russian Post” for sending international items. The parcel was sent from the post office to the address: ___________________. Shipping cost ___________________, shipping number ______________. The parcel arrived in Russia on "___"__________ 20__.
Services were not provided in full (delivery deadline was missed). My parcel has been in ______________ for more than ______________ days (indicate the last point where the parcel was recorded using the track number) and has not yet been delivered to me. This is confirmed by a link to tracking postal items https://pochta.ru/. As of today, shipment status: ________
(We print and attach a screenshot of the parcel’s route using the track number)
I suffered the following losses:
shipping cost _________________;
postage cost_________________.
In this regard, I demand that, within the period established by law, they consider and respond to my claim, find and deliver the parcel to me, or pay compensation.
Sincerely, ______________
"___"__________ 20__

With these documents, visit your post office again and give them to your boss. You must put a mark on one copy of the application indicating that the claim has been registered and take it for yourself.

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

If for a long time there is no response from the Russian Post, then Roskomnadzor can be involved in solving the problem. To contact this government agency, you can use the online form, where in the subject of the request, 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. It is better to choose a written form as a response method - this way you will have an official document in your hands, which will be useful if you want to go to court. If not, simply choose to reply via email.

It should be something like this.

Claim

On 02/11/2015, a registered international postal item (hereinafter referred to as IPO) with tracking number RO946250***CN was sent from China to me, ________________.
On 02/14/2015, shipment RO946250***CN left the territory of China and was sent to the territory of the Russian Federation.
As of March 14, 2015, shipment RO946250***CN was registered in the Russian Federation at the “Import” stage.
As of April 14, 2015, the shipment RO946250***CN was not delivered to me.
Taking into account the failure to comply with the delivery time of MPO RO946250***CN, carried out by the Federal State Unitary Enterprise "Russian Post" and based on the above, guided by Art. 12 of the Federal Law of May 2, 2006 N 59-FZ “On the procedure for considering appeals from citizens of the Russian Federation”,

1. Establish the reason for the delay of MPO RO946250***CN on the territory of the Russian Federation.
2. Oblige the Federal State Unitary Enterprise “Russian Post” to carry out actions to search for MPO RO946250***CN and send an official written response to me about the results.
3. In case of loss of MPO RO946250***CN, make full payment of compensation in the manner prescribed by law.

Such appeals sometimes have a miraculous effect on acceleration. During a major traffic jam at the post office in 2013, mass complaints from citizens following a similar pattern forced the management of the Russian Post to significantly speed up the process of processing correspondence.

The parcel is stuck at the customs clearance stage

If your parcel is stuck at the customs inspection stage, and you do not receive any notifications from this service, then it is time to contact the customs authorities yourself to find out the fate of the parcel. You must contact customs even if the parcel has been there for more than 1 day, since this is the standard period for customs clearance.

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

About the next one.

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

I beg
1. Indicate the reason for the delay.
2. Provide explanations regarding the violation of the deadlines for processing and checking the MPO.
3. Provide me with information about the actual location of my shipment.
4. Explain the procedure required of me.

To get the money back.

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

06.09.18 112 614 25

Instructions from a person who goes to customs like going to work

In July, I spent 12 hours at Moscow customs, snatching my parcels from abroad from them.

Maxim Ilyakhov

former chief editor of T-Zh

I already know local inspectors by sight, I come well prepared and can resolve issues, if not quickly, then at least the first time. Here's what I learned about getting packages through Russian customs: Read this if you're ordering anything from abroad.

What will you learn

How are parcels and customs connected?

To get to Russia, parcels from abroad must go through customs: this is a special service that monitors the import and export of goods across the border. There are customs offices at airports, seaports, and post offices. When you arrive in Russia and walk along the “green corridor” at the airport, this is also customs.

When an international parcel arrives in Russia, it also goes through customs. This applies to all parcels without exception, even those sent by courier services. The customs officer checks the contents of the parcel (using an X-ray, using documents and sometimes even in person) and if everything is in order, he allows the parcel to continue into the country. In most cases, this happens unnoticed by us: we simply receive the package in the form in which it was sent. We don't even know she got through customs.

Why are customs delaying parcels?

Customs has many reasons to delay a parcel, but in our case, most likely, it will be one of four:

1. the customs officer suspects that the goods are commercial, although they are declared as a private purchase;
2. the recipient has used up the monthly limit on duty-free purchases abroad - in 2019 this is 500 € per month or 31 kg;
3. the customs officer did not understand what was in the parcel, he needs an explanation;
4. The customs officer decided that there was something prohibited in the parcel.

In these cases, the recipient will be invited to the local customs office to provide clarification and pay duties.

If you suspect that you have exceeded the limit, check whether the store or courier knows your Taxpayer Identification Number. At the time of writing this article, customs considers purchase limits only for those parcels for which the recipient’s TIN is requested: usually these are parcels from courier services. If the courier service does not know your TIN, they will send you a letter: “Indicate your TIN.” Courier services know these features of Russian legislation and no longer even send parcels without knowing the recipient’s TIN.

If you order something that comes via regular mail and doesn't require your Taxpayer Identification Number, customs probably won't count the item in the limit. But this is now. They will introduce some kind of control system, and then everything will be counted.

How to understand that a parcel has been detained at customs

If customs holds your package, two things will happen:

1. The track number of your parcel will show that it is ready for delivery, but not where you usually receive it, but in some unfamiliar place. In Moscow, this is a branch of the international post office at Varshavskoye Shosse, 37. But there is no need to go there yet, it will be a waste of time. Alternatively, the parcel tracking will say “Sent with customs notification.”
2. Customs will send you a registered letter to the place where the parcel was delivered. In the envelope there will be a template letter from customs, they say, come, my dear. The reasons for the delay will most likely not be indicated - the letter is template and vague, but it may be different in different customs departments. A notification of receipt of the parcel with its track, weight and shelf life will be attached to the letter.

If you receive a registered letter, collect your documents and get ready to take time off from work.

Pay attention to the shelf life of the parcel: if it is about to expire, you need to arrive as soon as possible. There is a danger that 2-3 days will pass between the first arrival at customs and the actual release of the parcel - you will have to collect some additional documents or they will not have time to accept you on the first day. During this time, the storage period may expire and the parcel will be sent back.

Do not receive a letter if you are not going to customs

By the notification in your mailbox you will understand that the letter has arrived from the main post office.

If you understand that you will not go to customs for economic reasons (read about this below), you can simply ignore the letter. Then the parcel will return in two weeks, and you will be able to order this product again after some time, for example, when the duty-free import limit is reset.

What to take with you to customs

Since we don’t yet know why customs detained the parcel, we need to prepare for the worst. Here's what to take with you from the documents.

The letter and notification that was sent to you. This is the basis for the customs officer to talk to you. You will need to give the letter, and upon notification you will be given a package if everything goes well.

Passport copies: first page and registration. You'll only need one copy, but it doesn't hurt to have a few on hand. When you order goods from the Internet, it can be difficult to stop. In Varshavka there is a photocopier right at the post office, 15 R per copy.

Copies of documents of relatives. If the parcel contains a lot of goods that you ordered for family members, you will need copies of their passports to prove that you ordered the goods not for sale, but for your relatives. It should be clear from the copies that these are your relatives. If it is not clear - copies of documents that establish relationship: marriage certificates, birth certificates.

Purchase Confirmation- invoice from the online store and confirmation of payment. The invoice is usually downloaded on the store’s website, and the receipt is downloaded from the Internet bank. It should be clear from the invoice and receipt that you paid for the goods.

Descriptions of what is in the package. You need to be prepared to explain to the customs officer what is in the parcel, with pictures. Photos of the product from the website and printouts of online store pages are suitable. If there are a lot of different things in the parcel, documents are needed for everything: the customs officer may have questions about a specific item. The last time I went to customs, I had a dozen photographs of the goods in the parcel, the customs officer studied them with great interest, asking, “What is this? And here? How does this work? The photos helped a lot.

14 days

shelf life of the parcel at customs

Cash to pay the fee: if the value limit has been exceeded - 30% of the value exceeding the limit; if you exceeded the weight - 4 € for each kilogram of excess. Everything is converted into rubles. In Moscow, Varshavka does not accept cards, but there is one Pochta Bank ATM. Whether it will work and whether there will be money in it is unknown.

Here's something else worth taking from household items.

Thermos of tea and snack. You can easily spend 5-7 hours in line to see the inspector. You can go out, you can drink coffee from the machine at the post office, but I prefer to take my own.

A set of bright Post-its stickers and a fancy marker. You will be surprised why they are useful. For now, just throw it in your bag.

In Varshavka, according to my observations, mobile Internet reception is poor. If you planned to watch TV series via the Internet, it is better to download them to your tablet in advance. If you work with Google Docs, install the Chrome extension to work without the Internet.

Please pay attention to customs opening days and opening hours. In Moscow, Varshavka does not accept individuals on Monday, and Saturday is a short day. It is better to arrive from Tuesday to Friday right at nine in the morning, or even at half past seven.

What to do in line

Different customs offices work differently: in some places it is complete hell, in others it is a civilized place. I’ll tell you about the customs office on Warsaw Highway, 37, where parcels are received by those who ordered them to Moscow. My best years were spent there.

The customs office on Varshavka is a dozen windows, of which at best two were working in my time - they say there is not enough staff. The line moves slowly. There are signs with an electronic queue, but they don’t work, so every time I was there, I had to stand in a live queue.

The peculiarity of the live queue at this customs office is that it moves monstrously slowly (in my case, 3-4 people passed through two windows per hour), and people often leave without waiting. Decent people leave, having previously introduced those behind them to those in front of them. But it happens that 2-3 people from the middle of the line silently give up, and then you can’t find out who was behind whom. Screams, hysterics and waving of arms begin.

500 €

limit on duty-free purchases abroad per month

Advice. Bring along a set of colorful Post-its and a bright marker. If there is a queue at your customs, write numbers on these bright pieces of paper and hand them out to everyone as if it were an electronic queue.

You are not obligated to do this, but with this gesture you will make life much easier for everyone, especially for yourself. When a person has a bright piece of paper with a number in his hands, he feels calm in the queue, no one asks: “Girl, who are you following?”, there is no problem that “There was a young man behind me, but he left, but you are holding on.” here are the women in red.” Be the person who cleans up the queue. You won't be thanked, but you will spend the next 3-4 hours in peace. If not you, then who?

If it's stuffy. If you are in Varshavka and feel stuffy, look for an air conditioning panel near the information stand. She works. Press the button - everyone will feel better.

What to do with the inspector

When it’s your turn, give the inspector a notice. He finds your business and starts working with you. He will ask questions and ask for clarification about the items in the package. Show him all the documents that you have prepared in advance.

The inspector does not have any parcels; he has never seen them and will never see them. He only looks at the documents. Therefore, inviting the inspector to open the parcel and see for himself will not work. The parcel itself lies somewhere in a warehouse two floors below; completely different people will give it to you.

All the inspectors I encountered were calm, methodical and friendly. They worked slowly but carefully. If there was something unclear, everything was explained to me. When they were rude and snapped at because of the long wait, they threw up their hands in resignation. I didn’t encounter any hellish scoop or rudeness, although people in line constantly complained about rule changes and inaccurate instructions.

Here you need to understand that we are dealing with people who, in turn, deal with papers and regulations. They must comply with all formalities and rules, this is their task. If the inspector breaks something or makes a mistake with the papers, he will be punished for it. However, he is human and can make mistakes. But in the end, we don't need him to do everything right - we need to understand what specific actions this particular inspector expects from us in order to release our particular package.

Advice. Try to do everything as much as possible on the spot, without moving the work to the next day. For example, the inspector may ask you to write some kind of clarification. Agree that you will come back without a queue in 10 minutes.

If you postpone the matter until tomorrow, then you may come across another inspector, and instead of clarification, he may ask for another document or even send you to some mysterious department that no one has ever heard of. All the people who returned the next day with me always started the proceedings from the beginning and were very annoyed that each new inspector demanded some new things from them.

What not to do at customs

Don't mention the words "for sale". The inspector will decide that this is a commercial shipment and you are not paying duties.

You should not use the words “surveillance”, “tracker”, “hidden audio recording”, “encryption”. All encryption tools must undergo special inspection by the authorities. If, for example, you ordered a computer or microcontroller from abroad, keep quiet about the fact that something can be encrypted on it or something can be monitored.

Don't joke about guns and drugs. Imagine how many times the inspector heard this joke.

Don't freak out and get hysterical. The inspector works according to regulations and sits behind glass. He doesn't care about all our crazy people. But if your proceedings with the inspector drag on, your colleagues in turn will see that you are slowing down the whole process - they can arrange a people's court.

Payment of duty

A likely development of events is if you ordered something expensive from the Internet and exceeded the duty-free import limit, which is now 31 kg and 500 € per month. In case of excess, you will have to pay an additional duty of 30% of the value exceeding the limit, or 4 € for each kilogram of excess. Most likely, even with this additional payment, the purchase will be cheaper than in Russia.

The fee is paid by postal money order, which can be issued immediately at the post office. They charge a commission.

To pay, you will need a passport and a duty invoice, which will be issued by the inspector. The post office operator will accept the money and issue a check; with the check you need to return to the inspector and get his blessing to release the parcel.

What if you don't go

If you don’t go to customs before the parcel’s shelf life expires, it will most likely be sent back to the store. Most often, stores refund the cost of the product, but keep the shipping cost. Perhaps this makes economic sense, look.

Let's say you ordered a product for 490 €, but it so happens that this month you have already bought goods for 500 € and have exceeded the duty-free import threshold. You will need to pay an additional fee of 150 € and spend time at customs.

Five hours at customs costs you some money. Let's say you earn 500 rubles per hour. A trip to customs, not counting transport and overhead costs, will cost you 2-3 thousand rubles. But the goods will be available immediately.

On the other hand, you can ignore the product, wait for it to return to the store, get a refund, and order it again when the limits are reset. The goods will arrive in 1.5-2 months, but they will immediately appear at the post office near the house.

Two saving options

Go to customs and pay the duty:

• −150 € duties;
• −2500 R per time;
• −5 hours of life.

Total:−23,200 R, −5 hours of life, goods immediately.

Do not go to customs, re-order the goods:

• −60 € for return delivery;
• −60 € for re-delivery;
• +5 hours of life.

Total:−8600 R, goods in two months.

How to keep your sanity at customs

1. If you are waiting for an expensive parcel from abroad, add its track to your personal account on the Russian Post website to be aware of the fate of that parcel. This way you won’t miss the moment when it gets stuck at customs.
2. Don't worry until you receive an official letter from customs. Go there without a letter only if the parcel's shelf life is about to expire. Currently the shelf life is 14 days.
3. Take a copy of your passport, cash, and all imaginable documents about the purchase, including a bank statement about the purchase. Photos of the product, screenshots from the website - print everything out.
4. Collect as many documents as possible to resolve shipping issues in one trip. It’s better to print ten extra pages than spend ten extra days visiting inspectors.
5. Prepare for 5 hours in line. Organize a live queue yourself so that no one freaks out.
6. First study what is prohibited for import into Russia, and if possible, do not provoke the customs officer with these words.
7. If the problem is duties, consider what is more profitable: pick up the goods at customs now or re-order it in a month or two.

Parcel stuck at MR LC Vnukovo, how to speed up delivery

The movement of parcels from Aliexpress can be tracked using the track number using the official websites of postal services. When tracking their parcels, buyers regularly encounter situations where the shipment remains in one place for a long time and does not change its status. Most often this concerns the statuses “Package released by customs” and “Released by customs of MR LC Vnukovo”. This status may not change for a week or two.

Typically, the delay in updating the status is due to high workload at customs and the sorting center. This phenomenon occurs during the holidays or after international sales like Black Friday, when huge volumes of packages pass through sorting centers.

What to do if the status of the parcel does not change?

If tracking stops at the status “Release by Customs”, then you just need to be patient. Some buyers begin to look for contacts of MR LC Vnukovo and call there, but most often this is useless. The center staff will most likely tell you that they do not have the parcel, and it has already been sent further, but the status has not yet been updated.

If your tracking status is stuck and buyer protection time on AliExpress is already running out, please contact the seller. Ask him to extend the protection period by 15-20 days. Explain to him that there was a delay in delivery and the tracking status has not been updated for a long time.

The status “Released by customs” should change to “Transferred for delivery within Russia” if the delay was due to the workload of the sorting center or some technical problems. If the parcel was not just delayed, but was clearly lost, then feel free to open a dispute a few days before the expiration of the extended buyer protection period. Demand a full refund. As proof, you can provide a screenshot of the parcel tracking page.