If problems arise with the delivery of a parcel via Russian Post, the first thing you should do is write a written complaint to this service indicating all the circumstances of the case.
When compiling it, you should be guided by two federal laws - “On the Protection of Consumer Rights” and “On Postal Services”. The procedure for filing claims is set out in Article 37 of Federal Law No. 176 “On Postal Services”, and the procedure for compensation for damage is in Article 38 of the said law.
It is worth turning to the courts of general jurisdiction only if you cannot protect your rights by filing a claim with the Russian Post. The claim is transferred to the district court at the location of the post office where the consumer's rights were violated. If the defendant in the claim is the Russian Post, without indicating a specific branch, then the claim can be filed at the address of residence or registration.
How to file a lawsuit against Russian Post
Many citizens complain about the work of the Russian Post; parcels are often lost and do not reach the addressee. What to do in this case is often not entirely clear, because the post office asks you to “wait,” but time does not in any way affect the search for the package. Of course, you can simply use courier delivery, but this is not always convenient and can be unreasonably expensive.
- Refund of the declared cost of the parcel;
- Moral injury;
- Compensation for violation of delivery deadlines (the penalty is 0.1% of the fee for the forwarding service for each day of delay, but not more than the full cost of the service);
- Compensation for damage to the contents of the parcel.
Refund amounts by mail (read more...)
What to do if Russian Post has lost your parcel? Legal advice
What to do and where to complain if Russian Post has lost a parcel? Let's find out!
How to find out where the package is?
If this is not your first time using the services of Russian Post, then you are probably aware that the movement of your parcel can be monitored using the parcel tracking service.
To do this, you just need to go to the official website of the Russian Post in the “Tracking” section or to the mobile application for smartphones and enter the tracking number of the parcel. It is printed on the receipt that the operator should have given you when sending the parcel.
Note! If the parcel has been sent to you, the tracking number must be obtained from the sender (online stores usually indicate it on the order page).
What to do if you can’t track your parcel?
You have entered the correct track number, but there is no information on the Russian Post website about the fate of your postal item or the parcel tracking status has not been updated for a long time?
There may be several reasons for this:
- Too little time has passed since sending. If the information about your parcel has not yet entered the database, then in the first 10 days you just need to wait. In order to receive up-to-date information on your parcel, we recommend registering on the Russian Post website and subscribing to notifications by track number.
- The parcel is at the import stage. As practice shows, the process of importing a parcel is the longest stage, which on average lasts from 14 to 30 days. Unfortunately, you cannot influence the speed of crossing the border in any way, so all you have to do is be patient.
- The parcel got stuck at customs. If the tracking status indicates that your postal item has arrived at customs, but it does not move further, then most likely the customs office is overloaded and the employees do not physically have time to process all incoming parcels.
- Heavy mail load on holidays. During the holidays, parcels always arrive slowly: due to workload or a large number of days off. You also cannot influence this fact in any way. Therefore, you need to take this into account and calmly wait for the parcel to wait its turn and move.
- The parcel was lost. If a lot of time has passed since the moment of sending, and the parcel has not arrived, you can apply for a search.
How does the search for missing parcels work at Russian Post?
In order to start searching for the missing postal item, the sender or recipient of the parcel must contact any branch of the Russian Post and provide the following package of documents:
- Application to search for a postal item; Fill out an application form to search for a postal item in Russia>>> Fill out an application form to search for an international item>>>
- A receipt (or a copy thereof) issued when sending the parcel;
- Passport (or other identification document).
Note! The search application is accepted within 6 months from the date of sending.
If within two months from the date of submission of the application the Russian Post is unable to locate the parcel, the sender is paid compensation equal to the sum of the declared value of the parcel and shipping costs.
What to do if Russian Post refuses to cooperate?
If your statements are ignored and you are openly brushed aside, you have the right to leave a complaint in the public reception area on the official website of the Russian Post. In order for your application to be considered, you need to fill out a simple form containing the following information:
- Your last name, first name and patronymic;
- E-mail address;
- Subject of your question;
- Text of the appeal.
Note! Your statement should be written correctly and not too emotional. Please remember that applications containing obscene language, jargon or threats may not be considered.
Go to the Russian Post website to send a complaint >>>
How to get compensation for moral damage in court?
Claim in court In accordance with Article 151 of the Civil Code of the Russian Federation and Article 15 of the Law “On the Protection of Consumer Rights”, if the contractor violates the obligations assumed for the storage, dispatch and delivery of goods, it is considered that the consumer of postal services has suffered moral damage.
If a claim is submitted for a poorly provided international postal transfer service, it can be sent on the Russian Post website only after confirming personal data through the Unified Identification and Authorization (USIA) portal (State Services portal) or you can take it to the post office yourself.
What to do to revoke a letter
Returns can only be processed at a Russian Post office. It is advisable to go to the same office from where the letter was sent to the recipient, but you can issue a return at any branch.
The addressee must have with him a package of documents confirming:
- his personality;
- sender status.
The standard list of documents for return looks like this: a passport of the person whose name was indicated in the “sender” column, a shipping receipt (or a copy thereof), a check for payment for shipping (or a copy thereof).
Contacting the department
Only Russian Post employees have up-to-date and comprehensive information on the return procedure, so a visit to the branch is indispensable.
The revocation procedure is not carried out either online or by telephone - only in the personal presence of the sender and with the presentation of a whole package of documents.
By telephone you can only clarify procedural issues.
Filling out the return form
At each Russian Post office, employees have forms for returning items. A citizen who wishes to return a message must fill out a short document. Data is entered there to determine the post office: the sender's data, information about the type of item (ordinary or registered letter) are indicated, and the date of dispatch is also required.
You can download the return application yourself from the Russian Post website using the link. The application is filled out directly on the portal (you should indicate “other” in the list of claims) and downloaded in PDF format to your computer.
Presenting an already completed form will speed up the processing of the application, but if the sender does not have the opportunity to indicate any data, it is better to clarify this issue at the department and fill out the form there.
Registration of return
The postal operator will require the sender's passport, as well as documents that were issued at the post office at the time of sending. These are the shipping receipt and postage payment receipt we have already mentioned.
It is recommended to make copies of these documents in advance so that the addressee retains the originals.
The further procedure follows a standard algorithm: the operator at the post office will process the application and the message will be returned to the sender as soon as possible.
How to file a lawsuit against Russian Post
- service for filing electronic claims on the Russian Post website (https://www.pochta.ru/claim);
- online postal consultant;
- Russian Post mobile application;
- email ( [email protected] );
- toll-free support phone number (8-800-2005-888).
If the parcel was not found through the search and never reached the addressee, or if it was damaged or damaged, a claim will have to be filed. A claim against the postal service is filed either at the address where the parcel was sent or at the address of its destination. This can be done within 6 months after the postal item is issued.
Filing a lawsuit against Russian Post (read more...)
Return situations
Often, when purchasing goods in an online store, a consumer may change his mind about making a purchase. Moreover, if the shipment was made by mail, he will have to return the parcel to the sender. Situations also arise when, for a number of specific reasons, a person needs to return a sent parcel. Especially such situations arise when you have to pay high customs duties.
If the buyer decides to return the parcel to the seller before receiving it, he must refuse to receive the goods in writing.
In this case, the postal item will be returned to the owner, and the issue of compensation will have to be discussed with the seller. Naturally, the mail delivery service does not deal with such issues, but only provides shipping and forwarding services.
In the event that the recipient has arrived at the specified post office address and opened the parcel, it will no longer be possible to refuse it. In such circumstances, returns to sender are not possible. As an exception, there are situations when the packaging was torn or opened through no fault of the recipient.
It is important to remember that you cannot simply refuse a purchase citing damage to the packaging. The recipient will have to send evidence that the package was opened or that the product received does not correspond to what was stated in the order.
Reference. If the opening is carried out by the mail delivery service, then a report is drawn up. This document can be provided to the seller for a refund. Postal employees have the right to unpack the box if they suspect the transportation of prohibited items.
The website of each store contains special sections where information is posted on how to return an ordered product to the store. You should carefully study the conditions under which the goods are returned. This is important, given that due to ignorance of the store’s rules, disputes often arise, which often have to be resolved in court.
A number of stores allow you to return goods within a specified period without specifying reasons. The period during which the buyer can return the goods is set at two weeks.
When carrying out the return procedure by Russian post, we must not forget that purchased products must be returned in full and in original packaging. Changing the configuration is a refusal for the seller to accept the goods.
Having discussed all the return conditions, the buyer needs to come to the post office and send the purchase to the return address. The postal service only provides delivery services, so the buyer will have to pay for the return.
When returning the parcel, the sender must make sure that the tracking function is enabled. Using this function, the movement of the parcel can be easily tracked. If this function is not available by default, it must be ordered.
Follow the link for information on returning children's toys.
Methods for filing a claim
The amount of damage caused that can be recovered from the post office for the loss of a parcel or other violation of rights is set out in Article 34 of the Federal Law “On Postal Services”:
Many people in these situations do not want to actively defend their rights, do not want to waste time and nerves on supposedly useless actions. However, with the help of a claim against the Russian Post or a statement of claim in court, you can not only return the full cost of the parcel, but also recover a penalty, a fine, or even compensation for moral damages from the post office.
Roskomnadzor
If the claim submitted to the Russian Post office was not considered, or the problem with which the client came was not resolved, then the next authority where the complaint should be filed is Roskomnadzor. The letter should be sent to the central authority at the address: 109074, Moscow, Kitaigorodsky proezd, 7, building 2.
You can also try to prove that you are right by sending an electronic complaint to Roskomnadzor and logging in to the government services portal. Applications from Moscow usually go to regional divisions, of which the applicant is required to be notified.
Filing a complaint electronically
- From the list of complaint options that appears, select the one that corresponds to the problem;
- lost parcel;
- damage to the object being sent;
- delivery too long;
- inappropriate behavior on the part of branch employees;
- queues are too long;
- refusal to provide a particular service;
- requirement to present documents that are not needed to carry out a particular transfer operation.
Filing a complaint to the head of the department
How and where can I file a complaint against Russian Post? Step-by-step instruction
If there is rude treatment of the client, loss of the parcel, failure to notify of its successful delivery, or lack of data entered in the register, the client can contact directly the head of the Russian Post office. At the same time, a corresponding entry should appear in the “Book of Complaints and Suggestions,” indicating information about the client, the essence of the violation, and also providing evidence of illegal actions.
Return deadlines
The fastest way to return a message is when it is located at the sorting station; then the recall occurs within 3-4 business days.
If the letter is in the process of being delivered to the final office (on the way), then it can be recalled only after it reaches the Russian Post office. In this case, it is advisable to ask the operator to call back and remind employees of the need to send the letter back.
If the letter has already been delivered to the address, then only the recipient can return it.
