What to do if the parcel is lost at the post office - step-by-step actions, features and recommendations

2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16

Today, many people use the services of post offices. But there are times when things don't go as smoothly as you would like. Losing a parcel in the mail is not the most pleasant situation. Few people want to spend time looking for a departure. But if you already have to face such a situation, then it is better to know what to do if the package is lost at the post office.

Where to start?

Let's take a closer look at this. The first step is to check the location of the parcel by the track number assigned to it. You can do this on the website of the postal service. The track number is an identifier that is assigned to each shipment at the time it is sent to the specified address. For shipment within Russia, the track number consists of 14 digits. For international parcels, this is a 13-digit combination of Latin letters and numbers. Where to look for a track number? Usuallythis information is indicated:

• on your order page in the online store;
• on the check if you yourself were the sender of the parcel;
• in the letter received by e-mail after the order was placed.

To get a report on the location of the package, just click on the link in the email. So you can track all the movements of the parcel. As for international shipments, not all shipments can be tracked, but only those whose track number starts with the letters R, V, E, C, L. Therefore, if the Russian Post has lost the package from Aliexpress, first check which number was assigned to the postal item.

Departure Search

What if you lost the parcel on the Russian Post? What to do? You can try to check the status on the website of the postal service of the country where the parcel was sent from. You should start the search if there is no information about the status of the shipment, the ordered product does not arrive for a long time, or its status has not been updated for a long time, and the shipment time expires. There are two tracking options for your shipment:

• applying for a parcel search online;
• personal visit to the post office at the place of registration.

Apply online

So what do you need to know about this? If your package is lost at the post office, you must submit an application to search for the item. To do this online, just go to the search section on the official Russian Post website.

From the proposed options, select the topic of the appeal. In your case, the “Claim for the search for an international or domestic shipment” is best. After that, on the page that opens, click the "Authorize" button. You will be redirected to the portal "Gosuslugi". If you do not have an account in this system, you will need to go through the registration procedure. You will also need to provide Russian Post with access to personal information by clicking on the appropriate button. You can revoke this permission later in your profile settings. After that, you will need to fill out a claim form. Here you will need to indicate the reason for the appeal. As a reason, you can specify the following:

• shipment not received;
• no attachment part;
• refund not received.

Personal message

Let's take a closer look at this. What to do if the parcel is lost at the post office? You can also submit an application for the search for a shipment in paper form. To do this, you need to contact the branch of the Russian Post. You can download, print and fill out the application first. After that, you should wait for your turn and hand it over to the postal employee. The application is also accompanied by a receipt issued with the parcel, or a copy thereof. You must also present your passport. It should be borne in mind that applications for search are accepted within six months from the date of sending the parcel. The only exception is EMS shipments. For them, this period is 4 months. An application for the search for a parcel can be submitted byanother person, only in this case you will need to issue a simple power of attorney.

Complaint via mobile app

What is it and what is its peculiarity? You can also send a complaint about the loss or damage of a postal item through the Russian Post mobile application. To do this, go to the section of electronic appeals and select the item "Claim for search in Russia". A window will open with fields to fill in. You need to enter the following information:

• reason for application - here you can choose one of the options presented;
• departure data - type of parcel, track number, status, date, index and weight;
• special marks - valuable, cash on delivery, return receipt.

The required field is colored blue when clicked. In addition to the information listed above, you will also need to specify the type of shipment and the list of contents. It is also necessary to leave the applicant's details: last name, first name, patronymic, residential address, postal code, phone number, type of identity card and his data. In addition, the application indicates information about the sender and recipient of the parcel. After that, the application must be downloaded, printed and taken to the Russian Post office at the place of registration. The result of the verification will be sent to your address by registered mail or in electronic form.

Deadline for consideration

So, how long do you have to wait? What to do if the mail has lost the package or it arrived damaged? The term for consideration of the application will depend on the type of postal item. Forparcels sent within the same locality, the time for consideration of the application is 5 days. For shipment within the country, the processing time of the application may be delayed for a month, and for international shipments - up to 90 days.

Compensation

This aspect should be given special attention. Are customers en titled to compensation?

Mail has lost the package, the steps to get a refund will be something like the following. If, after considering your application, the Russian Post could not find the parcel, the applicant is paid compensation. In turn, the applicant may refuse reimbursement in favor of the recipient. Usually the payment of funds is carried out within 10 days. But it should be borne in mind that compensation can only be received for valuable items. The amount of damages for domestic shipments will depend on the type of parcel. As a rule, it does not exceed the specified value and tariff fee. With regard to international transfers, in this case, the organization reimburses the client's losses by non-cash means of payment - the so-called special drawing rights or SDRs.

When is the post office not responsible?

If the mail lost the package or it arrived damaged, this does not mean that you can get justice. The responsibility of the organization is removed in the following cases:

• Violation of delivery dates, loss or damage to the shipment occurred due toreasons beyond the organization's control, such as a natural disaster.
• The package was confiscated by authorities that ensure security and prevent various violations.
• The package was damaged or lost due to the sender's fault, such as improper packaging.

Going to court

What if the post office has lost a parcel from China? What to do? After the loss of a particularly valuable item, some Russian Post customers begin to think about how to punish the organization. If the post office did not respond to your claim in any way, and the time allotted for consideration of the appeal has expired, then you can file a lawsuit in court. You should also contact the courts if you want to seek compensation for moral damage. This right is enshrined in the Law "On Protection of Consumer Rights". Please note that in court you will have to prove that the cause of the non-pecuniary damage caused to you was the negligent actions of the employees of the Russian Post. The amount of compensation must also be within reasonable limits, otherwise your case will be denied.

When drawing up a claim, you must specify the data of the parties, the essence of the claim, your requirements and the amount of compensation, the grounds for receiving payment. Supporting documents in this case include a confirmation of sending the parcel, a receipt for payment, your claim in writing and a response mail.

Conclusion

In this review, we examined in detail what to do if the parcel is lost at the post office. Not worth itdelay the filing of an application for the search for a shipment. If, when tracking a parcel by track number, you see that the status of the parcel has not been updated for a long time, it is better to send a request through the Russian Post website or mobile application. In this case, you are more likely to find the package on time. Please also note that claims are accepted within six months from the date of departure.