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 have not 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, my parcel is now 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.
Shopping in foreign online stores has a number of attractive advantages. Among them there is a huge range of choice and prices without additional markups and fees. The only problem that arises is delivery or postage. The most common options for receiving goods are Russian Post or EMC service. How to protect yourself from losses caused by delivery services?
Delivery by Russian Post
To save yourself some hassle, be sure to enable the tracking function when placing an order (you may have to pay extra for this functionality). This means that the postal item will have a unique track number by which its location can be tracked. This track number is indicated on the receipt that is issued when sending the parcel. The original (preferably) or a copy of the check should definitely be requested from the sender. Demand from the sender that the amount of declared value is correctly indicated on the check - this will help you receive adequate compensation in case of loss of the parcel. It is optimal if the declared value is equal to the amount that you transferred to the online store for the purchase.
Using the track number, you can use the location of the cargo. If the parcel has successfully passed customs and entered the territory of the Russian Federation, then the shipment will receive the status “Left MMPO”. From this moment on, Russian Post bears full responsibility for the parcel. If there is no such status, only the sender will be able to find the lost parcel.
If your shipment is stuck at customs, you must contact the Russian Post customs office by phone. Using the track number, you can find out the reason for the detention and the expected release date. There is no way to speed up this process. If all reasonable deadlines have passed, you can contact the Federal Customs Service in writing, but the bureaucratic correspondence threatens to drag on for a long time.
The parcel will become lost after the expiration date. If the order is late, the recipient is entitled to compensation in the amount of 3% of the cost of the service. To receive compensation you will have to write. The claim can be filed no later than 6 months after the fact of the delay has been established.
Let's assume that all the deadlines have expired and the package has not arrived. That is, the parcel left the sorting center and disappeared. What to do if you lost your parcel? Russian Post provides detailed information on this situation. Filled out, which is transmitted to any post office. The search period is 60 calendar days from the date of application. If the search does not produce results, the applicant is paid compensation in the amount of the declared value and the shipping rate.
What if compensation is denied? This happens if Russian Post has lost the parcel and refers to damage/loss as a result of incorrect packaging of the postal item. We fill out the form and wait for the results. If you are not satisfied with these results, the only option left is to appeal to the courts, but this is a completely different, very complicated story.
Delivery using EMS RUSSIAN POST
The algorithm of protective actions is identical to that described above: we obtain a unique number of the postal item at any cost, and also fight for an adequate declared value. Please note that EMS does not work with a declared value of more than 50 thousand rubles. You can track the cargo route in or in the universal postal locator.
EMS guarantees stricter delivery deadlines. So, if there is a delay of 5 days, the recipient is required to return 100% of the cost of the tariff. For EMS, the same search algorithm applies as for Russian Post. For the sake of objectivity, it should be noted that if we lost the package, the chances of receiving compensation are significantly higher.
Let's summarize. Finding a lost package and getting compensation for it is certainly possible. However, this will require a significant investment of time and nerves. That is why when ordering goods from foreign online stores, it is recommended to use alternative courier services. The cost of overhead costs will increase slightly, but you will receive stronger delivery guarantees: in this case, you will be making claims to the online store.
Detailed video on filling out the application
On December 7, the Federal Customs Service of Russia introduced new rules for delivery operators for processing parcels from foreign online stores. The problems started immediately.
Now, in order to receive the parcel, you will need to indicate your tax identification number and links to the purchased goods. On social networks, users complain about parcels stuck at customs, and delivery services say that until the Federal Customs Service signs an addition to the order on the list of those affected by it, the parcels will remain stuck.
Delivery services have already sent out warnings to their users that when making purchases in foreign online stores, they must indicate their tax identification number along with their passport data (the requirement applies only to Russian citizens) and links to the pages of the online store with a description of each product. This innovation will not affect parcels, delivery of which from the sender to the recipient is carried out through Russian Post.
Anastasia Solopeko writes on Facebook that her order from an English online store, placed on November 29, has been “stuck” at customs since December 1, and only after calling the delivery company did she find out that now it is impossible to receive the parcel without a Taxpayer Identification Number (TIN).
“So if you ordered something and this “something” is not coming to you, call and figure it out. For some reason, they themselves do not send messages demanding that they fill out the customs form again,” she warns.
The Boxberry delivery service told the BBC Russian Service that the parcels will remain in a “frozen” state until the Federal Customs Service signs an addition to the order on the list of services for which it applies.
When asked when it will be signed, Operations Director Yaroslav Polishchuk found it difficult to answer. “We have no understanding, they don’t tell us anything,” he said.
Polishchuk said that about 25-28 thousand Boxberry orders are now at customs without a tax identification number. “It accumulated over three days,” he says.
The BBC Russian service was unable to promptly contact the Federal Customs Service with the question of when the additions would be signed - the press service's telephone numbers were unavailable all day.
At the same time, DPD services in Russia and SPSR Express have no delays with parcels from foreign online stores, the head of the international transport department, Evgeny Privalov, told the BBC Russian Service.
The Pony Express delivery service reported that on December 4 they began notifying customers about the need to provide a Taxpayer Identification Number (TIN), so they received “a fairly high response.” The company found it difficult to provide accurate data on “stuck” parcels.
Seven month experiment
Letters from delivery services say the new data is needed to “confirm the stated value of the goods.” The operators refer to the FCS order dated November 24. The requirements apply only to orders by individuals for personal use.
The press service of the Federal Customs Service told Kommersant that the Taxpayer Identification Number (TIN) and references to goods are needed to determine their value and weight, as well as to reduce the risks of importing goods using dummies. This way, customs will check whether the duty-free import threshold is exceeded. Now it is no more than 1000 euros and 31 kg per month.
The BBC Russian service was unable to find the order published by the Federal Customs Service. A copy of it was posted on its website by the Boxberry delivery service.
According to the document, the innovations will be in effect until July 1, 2018; the initiative is called an “experiment.”
It follows from the text of the order that this experiment is being introduced to strengthen control over the accuracy of the documents provided in the customs declaration. The order establishes the need for the Federal Customs Service's main anti-smuggling department to conduct a quarterly analysis of passport data. Information about invalid passports must be submitted to the analytical department of the customs service.
So, no matter how sad it may sound, “let’s stock up on popcorn”...
08.12.2017 20:15:43 / 60159
To track your parcel you need to take a few simple steps.
1. Go to the main page
2. Enter the track code in the field with the heading "Track postal item"
3. Click on the "Track parcel" button located to the right of the field.
4. After a few seconds, the tracking result will be displayed.
5. Study the result, and especially carefully the latest status.
6. Forecasted delivery period is displayed in the track code information.
Try it, it's not difficult ;)
If you do not understand the movements between postal companies, click on the link with the text “Group by company”, which is located under the tracking statuses.
If you have any difficulties with the statuses in English, click on the link with the text “Translate into Russian”, which is located under the tracking statuses.
Carefully read the "Track Code Information" block, there you will find estimated delivery times and other useful information.
If, when tracking, a block is displayed in a red frame with the heading “Pay Attention!”, carefully read everything that is written in it.
In these information blocks you will find 90% of the answers to all your questions.
If in the block "Pay Attention!" it is written that the track code is not tracked in the destination country, in this case, tracking the parcel becomes impossible after the parcel is sent to the destination country / after arriving at the Moscow Distribution Center / Item Arrived at Pulkovo / Arrived in Pulkovo / Left Luxembourg / Left Helsinki / Sending to the Russian Federation or after a long pause of 1 - 2 weeks, it is impossible to track the location of the parcel. No, and nowhere. Not at all =)
In this case, you need to wait for a notification from your post office.
To calculate delivery times in Russia (for example, after export, from Moscow to your city), use the "Delivery Time Calculator"
If the seller promised that the parcel would arrive in two weeks, but the parcel takes more than two weeks, this is normal, the sellers are interested in sales, and that’s why they are misleading.
If less than 7 - 14 days have passed since the receipt of the track code, and the parcel is not tracked, or the seller claims that he sent the parcel, and the status of the parcel “the item pre-advised” / “Email notification received” does not change for several days, this is normal, You can read more by following the link: .
If the status of the mail item does not change for 7 - 20 days, do not worry, this is normal for international mail items.
If your previous orders arrived in 2-3 weeks, and the new parcel takes more than a month, this is normal, because... Parcels go on different routes, in different ways, they can wait for 1 day to be sent by plane, or maybe even a week.
If the parcel has left the sorting center, customs, intermediate point and there are no new statuses within 7 - 20 days, do not worry, the parcel is not a courier who is delivering the parcel from one city to your home. In order for a new status to appear, the parcel must arrive, unload, scan, etc. at the next sorting point or post office, and this takes much more time than just getting from one city to another.
If you do not understand the meaning of such statuses as Reception / Export / Import / Arrived at the place of delivery, etc., you can look at the breakdown of the main statuses of international mail:
If the parcel is not delivered to your post office 5 days before the end of the protection period, you have the right to open a dispute.
If, based on the above, you do not understand anything, read these instructions again, and again, until you are completely clear;)
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 using 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!
Many people have encountered the customs service in their lives. After all, all commercial goods and parcels from abroad enter our country through customs. But the cargo does not always pass without problems. It often happens that cargo is detained at customs by employees. What to do if the cargo is delayed, how to properly “win back” your parcel?
Before entering, all goods, parcels, and commercial cargo undergo preliminary control and inspection at the Federal Customs Service, or, more simply, at customs or at the border. But quite often people are faced with a situation where cargo is delayed at the initiative of service employees. If the cargo is delayed, this does not mean that it cannot be received. It is quite possible to pick it up if the cargo does not contain goods and products prohibited for import. The main thing is to be patient and find out the reason for the delay of the cargo.
What to do if cargo is detained?
Frequently, individuals who order goods for personal use from different countries, including China, experience cargo delays. Their transportation is carried out by various services and organizations. The most famous is EMS. It differs from regular mail in that when the parcel arrives at the post office at the sending address, the customer receives a notification letter or SMS on his mobile phone that the parcel has been delivered and the customer can pick it up.
If the parcel was sent through this delivery channel, then the situation becomes somewhat simpler. The customer will receive a letter about the delay. If the parcel was sent by regular mail, then the customer himself will have to find out where it went. This takes a lot of time, because initially you need to visit the post office, then contact the sender, submit an application to customs to clarify the delay of the cargo.
If the cargo was sent via systems such as Regular Air Mai or EMS or regular mail, then you can check whether it was delayed using the following. When visiting this site, you will need to enter the declaration and parcel number. If “transferred to customs” is displayed, then you should call the company to confirm the delay and go to the customs service.
Once it has become clear that the cargo is actually detained and is not on the way, it is worth visiting the customs service in your city.
When you go to the customs service, you must have the following documents with you:
- An invoice from a store confirming that the purchase was made at that store.
- An extract or form from the bank confirming payment for the ordered goods.
- Civil passport (original and copy).
- Copies of civil passports of relatives. They are required only if the cargo was delayed due to the presence of a similar product. The customs service will need to explain that these goods were purchased for friends, relatives, acquaintances, etc.
- Photo of the goods that are in the parcel.
After presenting all these documents, you will need to fill out an explanatory form, which describes in detail the name and purpose of all the goods that are in the parcel.
If the goods were detained due to exceeding the weight limit and total cost, then you will need to pay a duty on it. The amount of duty directly depends on the estimated value of the goods being transported and the country. The customer is required to pay 30 percent of the amount exceeding the limit if the goods arrived from China. But it is worth considering that the cost of one kilogram of goods cannot be less than 4 euros.
Customs detained the parcel from China.
If the goods, for example, arrived from the United States of America, then the amount of duty will range from 10 to 30 percent, depending on the goods that are in the parcel.Customs duties are paid in banks with a TIN code (citizen identification code) and a passport. After payment, the person is given a receipt. By providing a receipt to the customs service, a person will be able to pick up his parcel.
However, before the parcel is returned, it is opened by customs officers for additional inspection. The customer must check the availability of all goods according to the declaration.
Storage periods for detained goods
According to current legislation, the goods may be missing from the customs service for no more than 14 days from the date of notification to the potential owner of the parcel. It is worth considering that the first five days are free. But you will have to pay for the subsequent days of storage. If the parcel was sent by airmail, the storage period increases to 30 days.
