Today, many use the services of post offices. But there are situations when everything does not go as smoothly as one would like. Losing a parcel in the mail is not a pleasant situation. Few people want to spend time looking for a shipment. But if you have to face such a situation, then it is better to know what to do if the parcel is lost in the mail.
Where to begin?
Let's dwell on this in more detail. The first step is to check the location of the parcel by the track number assigned to it. You can do this on the postal service website. By track number is meant an identifier that is assigned to each item at the time it is sent to the specified address. For departure 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? Usually this information is indicated:
- on the page of your order in the online store;
- in the check, if the sender of the parcel was yourself;
- in the letter received by e-mail after the formation of the order.
To receive a report on the location of the parcel, simply click on the link in the letter. So you can track all the movements of the parcel. As for international shipments, it is not possible to track all shipments, but only those whose track number starts with the letters R, V, E, C, L. Therefore, if Russian Post has lost the parcel with Aliexpress, first check what number was assigned to the postal item.
What to do if you lost your package at the Russian Post? What to do? You can try to check the status on the website of the postal service of the country from which the package was sent. 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 expires. There are two options for tracking a shipment:
- submitting an application to search for a package online;
- personal visit to the post office at the place of registration.
We file an application online
So what do you need to know about this? If your parcel is lost in the post office, you must submit an application for the search for the shipment. To do this online, just go to the search section on the official website of Russian Post.
From the proposed options, select the topic of treatment. In your case, the “Claim for the search for international or domestic shipment” is best suited. After that, on the page that opens, click the "Login" button. You will be redirected to the public services portal. 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” access to personal information by clicking on the appropriate button. Later in your profile settings you can revoke this permission. 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:
- the shipment has not been received;
- no part of the attachment;
- refund amount not received.
Let's dwell on this in more detail. What to do if you have lost a parcel in the mail? You can also file an application to search for a shipment in paper form. To do this, you need to contact the office of "Russian Post". You can pre-download, print and fill out the application. After this, you should wait for your turn and hand it over to the mail officer. A check issued with the parcel or a copy thereof shall also be attached to the application. You must also show 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 exceptions are EMS items. For them, this period is 4 months. Another person can submit an application for the search for a parcel, only in this case it will be necessary to issue a simple power of attorney.
Complaint through the mobile application
What is it and what is its feature? You can also send a complaint about the loss or damage to the mailing via 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 opens with fields to fill out. You need to enter the following information:
- reason for the application - here you can choose one of the options presented;
- Shipment data - type of parcel, track number, status, date, index and mass;
- special marks - valuable, cash on delivery, with delivery confirmation.
The desired field when clicked is colored blue. In addition to the information listed above, you will also need to specify the type of shipment and a list of contents. It is also necessary to leave the applicant's data: last name, first name, middle name, residential address, postal code, telephone number, type of identification card and its data. In addition, the application shall indicate information about the sender and recipient of the parcel. After this, 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.
Duration of consideration
So how long does it take? What should I do if the mail has lost the parcel or it arrived damaged? The time for consideration of the application will depend on the type of postal item. For parcels sent within the same locality, the application processing time is 5 days. For shipments within the country, the application processing time may be delayed by a month, and for international shipments - up to 90 days.
This aspect should be given special attention. Are customers entitled to compensation?
The mail has lost the parcel, the steps for receiving a refund will be approximately as follows. If, after reviewing your application, Russian Post could not find the package, compensation will be paid to the applicant. In turn, the applicant may refuse compensation in favor of the recipient. Usually cash payments are made within 10 days. But it is worth considering that compensation can only be received for valuable items. The amount of damages for domestic shipments will depend on the type of package. As a rule, it does not exceed the indicated value and tariff. With regard to international transfers, in this case, the organization compensates the client for losses by non-cash means of payment - the so-called special drawing rights or SDRs.
In what cases is the mail not responsible?
If the mail lost the parcel or it arrived damaged, this does not mean that you can achieve justice. Responsibility from the organization is removed in the following cases:
- Violation of the delivery time, loss or damage to the shipment occurred for reasons beyond the organization's control, for example, as a result of a natural disaster.
- The parcel was seized by authorities that ensure safety and prevent violations of a different nature.
- The shipment was damaged or lost due to the sender, for example, in the case of improper packaging.
Going to court
What if the post office lost the parcel from China? What to do? After the loss of a particularly valuable shipment, some Russian Post clients begin to think about how to punish the organization. If the post office has not responded to your complaint in any way, and the deadlines for considering the appeal have expired, then you can file a lawsuit. The courts should also be contacted if you wish to obtain compensation for non-pecuniary damage. This right is enshrined in the Law on the Protection of Consumer Rights. Please note that in court you will have to prove that the cause of moral harm caused to you was the negligent actions of the employees of the Russian Post. The amount of compensation should also be within reasonable limits, otherwise you will be denied a hearing.
When drawing up a claim, it is necessary to indicate the information of the parties, the essence of the claim, your requirements and the amount of compensation, the grounds for receiving payment. Confirmation documents in this case include confirmation of sending the parcel, receipt of payment, your written complaint, and mail reply.
In this review, we examined in detail what to do if you lost your parcel at the post office. Do not delay with filing an application for the search for a shipment. If, when tracking a parcel by track number, you see that the parcel status has not been updated for a long time, it is better to send an appeal through the website or the Russian Post 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.