What to do if the package has not arrived. What to do if a package from an online store arrived opened or damaged. What to do if the package is missing. We are writing a statement

The subjective feeling that “something has not arrived for a long time” is not enough to be sure that it is missing. Look on the online store’s website to see how long they promised to deliver your order.

List of orders on AliExpress

These numbers don't just happen. As a rule, the estimated delivery time is close to reality. If there is plenty of time left in this period, just wait.

Check where the package is

Parcels have track codes that can be used to determine their location. They are usually present in your personal account in the order card. If the parcel was sent by a private person, ask him for the necessary numbers.

Using the track code, you can find out the path of the cargo and see where it is stuck. It happens that a shipment sits for a long time at customs or in a sorting center, and not necessarily in a Russian one. This usually happens during the period or holidays - employees cannot cope with the increased workload. This is unpleasant, but it is worth understanding and forgiving them.

The service is now provided by many services, here are some of them.

1. Russian Post

Parcels sent from a Russian locality are assigned a 14-digit track code. As for international parcels, on the Russian Post website you can find data only on those whose numbers begin with the letters R, C, E, V and L. The rest are considered untraceable.

2. Where is the package

Here you can also trace the path of untraceable shipments - but only to the border with Russia. The service has nowhere to get further information from, since “” does not provide such data.

3.Track24

There is also a route for untraceable shipments to the Russian border. Sometimes the information continues to be updated, but the website says that you shouldn’t believe it.

On the Track24 website you can enter the tracking code of the parcel and find out how long on average such items are delivered. It may be too early to panic.

Make sure that Russian Post is to blame

“Russian Post”, as the name implies, delivers throughout the Russian Federation. And the parcel can only be lost after it has arrived in the country. If the shipment disappeared before this, then it is useless to file a claim with the domestic service.

If the track code shows that the parcel arrived safely in Russia and was lost at one of the stages here, you can proceed to the next steps of rescuing the cargo.

Go to the branch

Sometimes you simply don't receive a notification about your parcel. It shouldn't happen this way, but it does. If you see by the track number that the parcel is at the post office, fill out the notification form on the Russian Post website, print it out and go there.

If the shipment is untracked or is located in an unclear location, also go to the department with. Ask that the parcels be searched by address, last name, track code. Sometimes they are found. Postal employees who do not want to do this are encouraged to call the hotline at 8-800-100-00-00.

If the necessary information is not available on the Russian Post tracking service or the data has not been changed for a long time, and the delivery period has expired, you can put the shipment on the wanted list. Check the period of stay of the cargo in transit in the relevant order - it varies and depends on the type of shipment and on the city. But this does not apply to parcels that are not tracked in Russia.

A search claim can be filled out and sent on the website using credentials from the portal “” or printed out and taken to the department.

But there is a nuance: you need to attach to your application the receipt issued when sending the parcel, or a copy of it. You will have to ask the seller for it.

Applications to search for domestic and international postal items are accepted within 6 months from the date of dispatch.

A complaint about domestic shipments will be considered up to 30 days, for international shipments - up to 90 days.

Wait for a decision

If Russian Post admits that the item is missing, they will give compensation for it.

For a regular parcel sent from Russia, you will be paid the amount of the declared value. It is determined by the sender. It is indicated on the parcel itself and on the receipt, and is entered into the mail database.

You are also subject to a tariff fee. Its size varies, you can see it on the Russian Post website. Tariffs apply to parcels sent by Russian mail. You can try to find out from him how much they took from a seller from another country.

For international shipments without declared value, compensation is calculated in the artificial payment currency SDR. It is equal to 41.73% of the dollar. In case of loss, the payment will be 40 SDR plus 4.5 SDR for each kilogram of the parcel. If the value is declared, this amount will be refunded.

Russian Post does not always meet halfway. If you want justice, you have two options:

Court. Collect evidence and submit. The process will be long. But who looks at this when it comes to justice.
Roskomnadzor. You don’t even have to get up from your computer to complain - do it on the department’s website.

Sooner or later the question will arise: do you want to check or go, return the money for the parcel or butt heads with Russian Post? And it doesn’t matter who lost the package, it didn’t reach you. This means that you need to go to the seller and act within the capabilities that this or that site provides.

For example, AliExpress has a great dispute system. If you are not a fraudster and do not abuse the granted right in order not to pay for, administrators will most likely take your side.

Sites like Asos and iHerb will often resend purchases if you explain the situation.

Sellers, for their part, can put the shipment on the wanted list and receive compensation.

Shopping in online stores is good for everyone, except delivery. If you buy with the help of special transport companies, it turns out to be expensive. If the seller works with Russian Post, it’s scary. It sounds unpatriotic, but you need to face the truth: parcels take a long time to travel, and they often arrive in a depressing condition.

Prevention

If you want peace, prepare for war. If you don't want to lose money due to delivery, prepare in advance.

First, make sure you are buying from a reputable seller. Instead of a tablet, the parcel received a piece of tile, but how did it get there? Either the post office tried their best, or the seller failed. So keep an eye on the rating and use special services.

Secondly, don’t be lazy and write to the seller to ask him to pack the parcel better, even if you have to pay a little extra for the extra packaging. When it comes to expensive purchases, it's better to play it safe. And ask to take a photo of the completed package so that you can determine at first glance whether it was opened or not.

Thirdly, try to make sure that the seller does not indicate the Gift characteristic in the customs declaration and does not underestimate the value. I want to save money, but such tricks can end up costing too much. The contents description and declared value must be real.

When the package is already on the way, track its movement using the postal identifier. If you notice that the weight of the parcel has changed (or is simply no longer indicated), then this is a reason to be wary.

Parcel acceptance rules

Never. Never. No way. Do not sign receipt and waiver notices until you are sure that everything is in fact in order with the parcel.

Until you have signed the receipt, the sender is responsible for the parcel. When you sign, the responsibility shifts entirely to you.

A careful inspection of the parcel is the minimum that cannot be avoided. Dents and damage on the box may be visible, but traces of opening are carefully masked.

Take the notice from the postal workers and fill out the part with your passport data, but do not sign. If the package is dented or there are signs that it has been opened, the box must be opened on the spot.

In cases where the parcel is delivered by a courier, there is no need to open the parcel. If you doubt the integrity, go to the post office.

Signs that the package has been opened:

Transparent tape. If the parcel was opened by customs, then the package bears a corresponding stamp and a certificate is attached to it. The opening areas are sealed with special tape. Russian Post also uses special tape, not transparent tape.
There is too much special tape. Sometimes the damage, that is, the most banal holes, is masked with tape. Be careful.
The weight of the parcel has changed. It is clear that weight loss most likely indicates loss. And the increase means that another object was put in the box.

You have the right to open a package with defects, and this right must be exercised, even if the postal employee is about to burn you with his eyes while the line applauds.

It is best to film the process on a video camera. This is another proof in your favor and a means of influencing postal workers.

This act will be your main document, with the help of which the sender can count on compensation (remember that you did not receive the parcel, which means it belongs to the seller?), and you can count on a refund. You can only get a refund from the Post Office if you file a complaint.

After opening

So, the parcel is open (if you refuse to receive it, it will go to the seller), you still have the document and video recordings in your hands. Now follow your store's instructions and open a dispute.

Sellers often encounter problems with our mail, so they do their best to avoid spoiling their rating.

If you managed to receive compensation and return money for a damaged package, share your experience and life hacks!

Unfortunately, the post office sometimes loses packages. Probably, in every case of such a loss, citizens wonder what to do in this situation. In this article we will try to tell you what to do if Russian Post has lost your parcel.

Let’s say right away that if a package is lost by mail, two options are possible. This is making a claim and filing a lawsuit.

Claim for lost parcel by mail

The fact that the parcel was lost will sooner or later be established. But it is better to start by trying to establish at what stage the parcel is at. To do this, you need to go to the “Track your shipment” section on the Russian Post website and enter the track number that is assigned to each parcel. The track number of your parcel is indicated in the receipt that was given to you upon receipt of your parcel. Using this number you can track all stages of the parcel's movement.

If the recipient has not received your parcel, then you can file a claim with the telecom operator (in this case, Russian Post). You can familiarize yourself with a sample claim.

— Demand (claim) for compensation by the postal operator for damage caused by the loss of a valuable postal item with a declared value

A claim related to the loss of a parcel by Russian Post, including a claim for compensation for damage, can be filed both at the place where the parcel was sent and at the destination of the parcel. In addition, in certain cases, a claim can be filed using the information system of the federal postal organization.

A claim can be made within six months from the date the parcel was sent

When filing a claim, you will need to present your passport. If your authorized representative is filing a claim, he must have a power of attorney certified by a notary.

The claim must be registered by the postal worker. When registering, it is assigned an identification number.

The claim must contain the following information:

your passport details or your representative’s passport details (if the claim is signed by a representative);
type of postal item – parcel (parcel, etc.);
parcel number;
date and place of receipt of the parcel;
the amount of declared value and cash on delivery (if any);
list of parcel contents;
address and full name of the sender and addressee;
type of packaging (if available);
the reason for filing the complaint.

The postal operator is obliged to consider the claim and provide a response in writing within the following time frame:

for claims regarding parcels sent within one locality - within five days;
in other cases - within 30 days.

After the loss of the parcel and receipt of your claim, Russian Post may satisfy the claim. In this case, you will receive money to compensate for the damage caused due to the loss of the parcel by mail.

Claim in court if a parcel is lost by mail

If mail:

refused to satisfy the claim;
satisfied the claim partially;
did not send you a response to the complaint within the established time frame,
then you can go to court with the appropriate legal claim.

A lawsuit may contain not only a claim for damages, but also a claim for compensation for moral damage.

You can file a claim with the court at the location of the post office or at your place of residence or place of stay.

The state duty is not paid if the value of the claim does not exceed 1 million rubles.

You can familiarize yourself with a sample statement of claim to the court.

— Statement of claim for compensation by the postal operator for damage caused by the loss of a valuable postal item

List of orders on AliExpress

These numbers don't just happen. As a rule, the estimated delivery time is close to reality. If there is plenty of time left in this period, just wait.

Check where the package is

The service is now provided by many services, here are some of them.

1. Russian Post

2. Where is the package

Here you can also trace the path of untraceable shipments - but only to the border with Russia. The service has nowhere to get further information from, since “” does not provide such data.

3.Track24

There is also a route for untraceable shipments to the Russian border. Sometimes the information continues to be updated, but the website says that you shouldn’t believe it.

On the Track24 website you can enter the tracking code of the parcel and find out how long on average such items are delivered. It may be too early to panic.

Make sure that Russian Post is to blame

If the track code shows that the parcel arrived safely in Russia and was lost at one of the stages here, you can proceed to the next steps of rescuing the cargo.

Go to the branch

A search claim can be filled out and sent on the website using credentials from the portal “” or printed out and taken to the department.

But there is a nuance: you need to attach to your application the receipt issued when sending the parcel, or a copy of it. You will have to ask the seller for it.

Applications to search for domestic and international postal items are accepted within 6 months from the date of dispatch.

A complaint about domestic shipments will be considered up to 30 days, for international shipments - up to 90 days.

Wait for a decision

If Russian Post admits that the item is missing, they will give compensation for it.

Russian Post does not always meet halfway. If you want justice, you have two options:

Court. Collect evidence and submit. The process will be long. But who looks at this when it comes to justice.
Roskomnadzor. You don’t even have to get up from your computer to complain - do it on the department’s website.

For example, AliExpress has a great dispute system. If you are not a fraudster and do not abuse the granted right in order not to pay for, administrators will most likely take your side.

Sites like Asos and iHerb will often resend purchases if you explain the situation.

Sellers, for their part, can put the shipment on the wanted list and receive compensation.

04.04.2014 / 415

When you order a particular product through an online store, you cannot always be completely sure that the product will arrive in proper form. In addition, you can often not see what you actually ordered at all. What to do in such cases? In this article we will try to answer this question.

The correct procedure if the parcel arrives at the post office

So you found a notification in your mailbox that your package has arrived. When going to the post office, you must take your passport with you, since when filling out the notification and cash on delivery, you must fill out your passport data: passport series and number, when it was issued and by whom, department code, date of birth. If possible, it is advisable to take a printout of the contents of the parcel from your order in the online store.

When you receive your package, first ask to see the package itself before you start processing receipts. Check all the data: the address of the sender and the recipient, to whose name the parcel arrived. Check that the weight indicated on all forms and on the parcel itself matches. Carefully examine all edges and folds of the package. It is not allowed for tape rewinding to be multi-layered or different. If you observe this, there is a risk that your package has been opened or damaged in transit.

If you see signs of damage to the parcel, you should request a report from the post office employees about the damage received. It is compiled while still on the route. For example, if you live in Nizhny Novgorod, and the parcel was damaged when it arrived in Moscow for sorting, then such a report should appear in Moscow, which indicates what exactly was damaged, what the weight of the parcel was at the time of inspection and what actions were taken . If upon receipt of the mail there is no such act, then you have the right to demand that it be done right now and before you receive it and put your signature. After the act has been drawn up, you can request that the parcel be opened in order to ensure the integrity of the contents. Postal employees have no right to interfere with this, remember this. If the contents of the parcel are not damaged, then you can safely pick it up. But if the contents of the parcel are still damaged, then it is necessary for postal employees to draw up a new report, namely about damage to the contents. If the parcel arrived with cash on delivery, then you have the right to refuse to receive it, but be sure to make sure that the real reasons were indicated in the “reason for refusal” column. In addition, you still need to take the receipt and a copy of the acts so that there are no problems with the online store.

If the parcel was paid for in advance, then in this case all acts are also drawn up with a postal worker’s mark, and then you decide for yourself. Or you pick up the parcel and then clarify everything with the online store, while sending the parcel back will be at your expense and it is not a fact that you will be paid for this shipment. Basically, only the amount of the product itself is refunded. Or you also refuse to receive it, taking all the necessary documents to submit to the online store so that your money will be returned to you.

Do not forget that a parcel from a foreign online store undergoes customs inspection, during which your parcel may be opened and then sealed with tape. In this case, your parcel must be accompanied by an inspection report, which will list all the contents of the parcel.

If the parcel was delivered by a courier or transport company

It is very convenient when the package you are expecting is delivered by a transport company or courier directly to your doorstep. This service is quite common nowadays. But such convenience is overshadowed by the fact that the package may be damaged. And in addition to the packaging, the product itself may also be damaged. In this case, ask the courier to report the damage to the packaging. This is already quite enough to refuse to receive this shipment. If you have already made full payment for the goods to the online store, now you will have to deal with the transport company itself, from which you have the right to demand:
full refund of the cost of the product and the cost of its delivery;
free elimination of all damages and defects;
reducing the price of the work they perform;
compensation for all your losses that you incurred when eliminating damage yourself or when involving third parties.
At such moments, you can safely refer to Article 29 of the Consumer Rights Protection Law, which sets out all your rights.

Inspection of investments at customs.

At the moment when the parcel arrives at customs, the customs inspector has the right to open and inspect it, and this does not depend on the presence of prohibited attachments. Opening and repackaging is carried out by the operator; the inspector’s responsibilities include only inspection. The operator, in turn, tries to pack the parcel as best as possible so that it has its original appearance. A mandatory requirement for the operator is to maintain the integrity and safety of investments, as well as further ensure safety during transportation. In short, the parcel and its contents must reach the recipient without any damage.

If the package arrives to you damaged, how can you find out who is to blame - customs or the carrier? Everything is very simple. At customs there are two types of colored tape. If the parcel is covered with red tape, this means that it was inspected at customs. If you find green tape and the package is damaged, then the carrier himself is to blame, and the customs officers have absolutely nothing to do with it. Inspectors do not use transparent tape, so if you find it on a parcel, this indicates that it was most likely stuck on by the sender, who is worried about the safety of the attachment.

If there is no red tape on the parcel, then most likely the parcel was not inspected by customs. Parcels sent from abroad are always scanned at customs, but not every parcel is checked.

If there are missing items in your parcel, you can determine which inspector handled the release. You will definitely find his personal seal on the declaration. The parcel must also contain an act of actual enclosure with a description. This act must be signed by the inspector and the operator. Having evidence in hand in the form of official documentation, write a complaint and wait for a response.

There is also a special group at customs whose responsibilities include considering complaints received from citizens. If you believe that your rights have been violated in any way - your parcel was delayed or its contents were damaged (stolen) - write a complaint.

In most cases, the truth will always remain with you, because customs officials are interested in ensuring that the conflict is resolved as soon as possible. But if the situation has become completely uncontrollable and you cannot achieve justice, then, strange as it may seem, write a complaint to the president. Such authorities are very afraid of this, and the customs service is no exception. If your complaint reaches its destination and the actions of customs officers are interpreted as an offense, they will be fired in accordance with current legislation. The presidential administration is the highest authority capable of influencing the activities of customs services and more.

The most important thing in communicating with customs is not to communicate with them verbally. All your negotiations must be in writing - this is the only way you can get any result. And rest assured that if customs officers committed violations, they will be held accountable.