What to do if your package is lost at Russian Post

Delivery times and tracking

Before you think about what to do if Russian Post has lost your parcel, you need to familiarize yourself with the delivery times for items.
Depending on the origin and pickup locations they can be decent. This company is not in a big hurry with delivery. If a lot of time has passed and there is still no news, look, maybe the due date has not yet passed. The information is located on the Post website; you need to select the parcels section. There are internal regulations regarding how long items must “stand idle” at intermediate points. As a result, information was taken to the maximum and delivery times between different cities of the country were published.

The information is freely available in table form. It shows that shipment between some regions can take 10-20 days. Therefore, it is not a fact that the parcel was lost at the Post Office, maybe it just takes a long time. But if more than the allotted time has passed, you can start to worry and act.

Track numbers are available to track postal items. They are communicated to the sender, who can pass the information on to the recipient. Next, you can use online resources for tracking, for example, the track24 website. Enter the track code, the system gives a complete breakdown of the “journey” of the parcel. You can see where and when she was, at what stage the traces were lost. It also happens that a parcel is lost at the sorting center.

Where to begin?

Let's look at this in more detail. The first step is to check the location of the parcel using the track number assigned to it. This can be done on the postal service website. By track number we mean an identifier that is assigned to each shipment at the time it is sent to the specified address. For shipments within Russia, the track number consists of 14 digits. For international parcels, this is a 13-digit combination of Latin letters and numbers. Where can I look for the tracking number? Typically this information is indicated:

• on your order page in the online store;
• in the check, if you yourself were the sender of the parcel;
• in the letter received by email after placing the order.

To receive a parcel location report, simply click on the link in the email. This way 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 begins with the letters R, V, E, C, L. Therefore, if Russian Post has lost a parcel from Aliexpress, first check , what number was assigned to the postal item.

Possible reasons for lost parcels at Russian Post

Despite the state status of the postal institution, it enjoys a bad reputation among customers. There are many reviews on the Internet about the work of the Russian Post, and most of them say that parcels of any size and value can get lost. Such unpleasant moments occur for several reasons:

• low company tariffs and, as a consequence, the actions of ordinary employees lead to negligence in their duties;
• poor logistics processes;
• there has been a theft from a box or package.

Most often, parcels are stolen, although the Russian Post does not officially acknowledge this and insists that the post office simply lost the parcel. As a rule, theft usually occurs in relation to poorly marked or unvalued goods, which are unlikely to be searched for later.

Compensation

This aspect deserves special attention. Are clients entitled to compensation?

The post office lost the package, the steps to receive a refund will be approximately as follows. If, after considering your application, Russian Post was unable to find the parcel, the applicant will be paid compensation. In turn, the applicant may refuse compensation in favor of the recipient. Typically, funds are paid out 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 specified value and tariff fee. As for international transfers, in this case the organization compensates the client’s losses with non-cash means of payment - the so-called special drawing rights or SDRs.

Why is this common?

At the moment, Russian Post is the most widespread postal service in Russia, since its state status allows it to develop and be located almost throughout the country. Low tariffs do not allow staff to be paid adequately, and workers are not only negligent in their duties, but also steal packages.

In addition, despite a large number of precedents and evidence, the company’s management does not recognize the problem of theft and in most situations talks about loss in transit. Even with the ability to track most shipments, as well as insurance and inventory services, packages continue to get lost and stolen.

Steps the recipient needs to take

To begin with, if the package does not arrive for a long time, you can try to find its last location using the track number, because actually losing it is quite difficult. It can be found in the payment receipt if the sender is ready to provide it, or in correspondence from the online store if the parcel contains goods. When the required code is available, you need to go to the Russian Post website and enter it into the search form on the main page, results will appear in a few seconds.

If the parcel is really lost at Russian Post, that is, its tracking status does not change, the deadline for the shipment to arrive has long expired, or the track number is not found at all, you need to take action. But before that, you can call your branch and ask if there is a shipment for you; in some cases, they have been in the mail for a long time.

If not, you need to act radically; to do this, fill out a search application, which can be filled out online, or in person at the post office. In the first case, you need to have an account on the State Services portal; if you have one, you can go to the Russian Post website in the search section and select the type of item you are looking for.

Next, the addressee fills out the claim form, indicating the reason for the request, in our case it is an unarrived shipment. In case of personal submission, you need to contact the branch for a form or download it from the company’s website to fill it out manually. You need to submit the application at the post office, but a check is attached to it, so you must first contact the sender, since he has the right to report the search.

Complaint via mobile application

What is it and what is its feature? You can also send a complaint about lost or damaged mail through the Russian Post mobile application. To do this, go to the electronic appeals section and select the item “Claim for search in Russia.” A window will open 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;
• departure data – parcel type, track number, status, date, index and weight;
• special marks – valuable, with cash on delivery, with acknowledgment of delivery.

When clicked, the required field turns blue. In addition to the information listed above, you will also need to indicate the type of shipment and a list of contents. It is also necessary to leave the applicant's information: last name, first name, patronymic, residential address, postal code, telephone number, type of identification card and its details. In addition, the application contains 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 your place of registration. The result of the verification will be sent to you by registered mail or electronically.

How to find out at what stage the parcel was lost

Before contacting the postal operator with a complaint and trying to call its management, it is worthwhile to figure out which post office lost the package from AliExpress. To do this, you need to figure out at which stage of the parcel’s journey to the recipient it got lost. Finding the current location of a parcel is very easy.

To do this, you just need to find out its track number and use the free service for tracking postal items on the official website of the Russian Post - pochat.ru, which is located in the section of the website of this postal operator called “Tracking”. Using this technology, you can literally find out in two clicks of the mouse information about the current address of the parcel and the time of its arrival at the sorting point or post office.

To track the parcel, the tracking number assigned to them is used, which can be found on the shipping receipt. If we are talking about the recipient’s desire to find out the route of the parcel and the territory where it is located, then he can obtain the track number by personally contacting the seller or the technical support staff of the online trading platform where he purchased the goods.

According to experienced users, before you start complaining about the seller and the postal service or apply to start tracking your order, you should wait until 10 days have passed so that the postal database has time to update. Sometimes international parcels can be stuck in sorting centers for up to a month, but this does not mean that they are lost.

You need to understand that the Russian Post, as well as the sender, cannot influence the acceleration of the parcel’s arrival at the addressee’s office, so you often just have to wait to eventually receive the shipment.

How to find a missing parcel from Aliexpress

Russian Post delivers parcels only within the territory of the Russian Federation, so it does not bear any responsibility for situations where items are lost on the way to Russia. Thus, if the parcel was lost outside the Russian Federation, it will be useless to demand money from the Russian Post as compensation for the lost goods. In any case, it is important to find out what to do if a package is lost at the post office, and what actions should be taken to initiate its search or receive financial compensation.

Sometimes tracking makes it possible to establish that the parcel has already arrived at the department, but for some reason the addressee does not receive notification of its arrival. In this case, in order to receive it, you will need to fill out the notice yourself on the Russian Post website, print it out and go get your parcel.

If the shipment is lost and cannot be tracked, then you should also go to the post office, taking your passport with you. Ask a Russian Post employee to try to find the parcel by the track number or the recipient's last name. Sometimes it turns out that the item was not lost, and in fact it is already in the department. If the postal operator’s employee refuses the client’s request, then you can try to motivate them by calling the Russian Post customer support line: 8-800-100-0000.

If the shipment is not tracked via the Internet and all deadlines for its arrival have long expired, then the package that was lost can be put on the wanted list.

You can write an application to search for a lost parcel, if it is lost, directly at the post office, where you can find a sample of such an application.

To write an application to search for a shipment, you will have to attach a receipt that paid for its delivery. You can try to get a copy of the receipt from the seller.

Subtleties of delivery by Russian Post

If you had to choose our famous post office, you will have to look for all available options to protect yourself. To begin with, when placing an order in a Chinese or any other store, you should definitely use the “tracking” function. The shipment will receive a unique tracking number. The parcel can be easily tracked using this number. It is also reflected in the receipt when registering the parcel. Request a receipt from the seller. Also require that the sender indicate the amount of declared value. It must be equal to the cost of the goods.

Save not only the track number, but also the numbers of all orders with dates. You can use a text file or shortcuts in your email inbox for this. If you want to order the product again, you can save time.

First actions

Recently, there have been quite a few stories in the media about the loss of parcels due to illegal actions of postal employees.

Every citizen has the right to the provision of quality services, and in case of violations can protect themselves and their property.

But before filing complaints against Russian Post, you should make sure that the cause of the loss is indeed the employees of the postal service department. This is quite easy to do.

If a customer's package is tracked, he can easily find out where it is at a specific point in time.

To do this, you need to know the track number (if the citizen is the recipient, you need to check this information with the sender), which should be entered on one of the parcel tracking services or on the post office website.

If, after entering the code, the user receives the message “Left MMPO,” it means the parcel is in one of the postal service warehouses.

Otherwise, the reason for the loss of the parcel may be:

1. Illegal actions of a company that was engaged in delivering parcels to the Russian border.
2. Seizure of items at customs (this happens if the parcel contains cargo prohibited for import).
3. Sender fraud.

You must wait a few days after departure before checking. If the post office is busy, information may appear with a certain delay. You should also take into account the fact that some postal employees are negligent in their duties and may simply not enter the necessary data. It is precisely because of the last factor that it is recommended to use the services of third-party courier services that work more conscientiously.

Right to know: what to do if the post office lost your package?

Parcels, parcels, letters - a huge number of items are processed daily by postal services. Most often, correspondence reaches its recipients on time and without damage, but there are cases when the work of the post office leaves much to be desired. In today’s material in the “Right to Know” section, you will find answers to questions about what to do if your correspondence is lost, where and how to complain, and what compensation you can expect. “Right to know” - know your rights!

1. How are activities related to the provision of postal services regulated?

When applying for postal services, a number of regulatory legal acts apply, which allows you to control the provision and receipt of postal services. These include:

• Federal Law of July 7, 2003 No. 126-FZ “On Communications”;
• Federal Law of July 17, 1999 No. 176-FZ “On Postal Services”;
• Order of the Ministry of Telecom and Mass Communications of Russia dated July 31, 2014 No. 234 “On approval of the Rules for the provision of postal services”;
• Law of the Russian Federation “On the Protection of Consumer Rights”.

All recipients of postal services should pay attention to Article 19 of the Law “On Postal Services” . It tells you your rights. Each recipient of services has the right to free access to information about the services provided, the rules for the provision of postal services, their tariffs, terms for sending items, items and substances prohibited for sending, the number and validity period of the license for the provision of postal services, and the responsibility of operators. The law also gives everyone the right to independently determine the amount of declared value of a shipment without any influence. But you have two responsibilities: to pay for the service provided to you at the rate established by the post office and not to send prohibited items and substances.

Postal operators have many times more responsibilities. This is due to the special responsibility that the law establishes for them. Operators are obliged to ensure the safety of postal items and funds received from users. All accepted items and money must be accurately recorded. This is necessary in order to reduce the likelihood of possible loss of things valuable to the sender and recipient. The operator must conscientiously perform the duties assigned to him. According to Article 34 of the Law “On Postal Services” , for their non-fulfillment or improper execution, he is liable to users of postal services. The liability of operators arises in strictly defined cases. Read on to find out what these cases are and what you should do.

2. In what cases is the post office obliged to compensate your losses?

The Law “On Postal Services” has established a list of specific situations in which the postal operator is obliged to compensate for losses caused to you during the provision of services. Remember that the amount of compensation is also prescribed by law, and in these cases you do not have the right to determine it yourself:

• in case of loss or damage to a postal item with declared value, you will be refunded an amount in the amount of the declared value and postal rate;
• if, due to the fault of the employees, any part of the parcel with the declared value and with an inventory of the contents was lost or damaged, then for the lost or damaged item you will be returned the amount of the declared value, which you indicated in the inventory yourself;
• but if the same thing happened, but you did not make an inventory, then part of the declared value will be returned to you, but the employees themselves will draw up the proportion and find out which part of the shipment was not damaged in order to compensate only for what was damaged or lost;
• in case of non-payment of a postal money transfer, you will be fully refunded the amount of the transfer and the amount of the tariff;
• in case of loss or damage to registered postal items, in addition to parcels and money transfers, double the tariff amount will be reimbursed; but if parts of the contents of such items are lost or damaged, then only the amount of the paid tariff will be returned;
• if the operator violates the deadlines for sending items and transfers, then for each day you will have to pay 3 percent of the amount paid for the service;
• When you specifically ordered air shipment, but the deadlines were still violated, you will be refunded the difference between the air and ground shipping fees.

However, you should not think that the money will be returned automatically. In order to initiate compensation for losses, you will have to draw up a statement and submit it to the post office. Please remember that postal operators are not responsible for loss, damage, non-delivery of postal items or violation of delivery deadlines if it is proven that all this occurred due to force majeure circumstances or due to the presence of prohibited items in the shipment.

3. What should I do if my package is lost?

You already know when and for what you are entitled to compensation. We will also consider the algorithm of actions in the most common case at the post office - when your parcel is lost.

All postal items, including parcels, are assigned a unique tracking number. It is always indicated in the receipt that you receive after paying for postal services. This identification number is then needed to find the parcel and determine the point where it was located. If you do not have a track number, you will not be able to track the parcel yourself. In this case, you should contact the post office and ask its employees for help. The entire postal route is recorded on a special resource. By writing the tracking number there, you will find out all the available information about sent or expected correspondence. The track number of Russian shipments consists of 14 digits, and international ones - of letters and numbers, and there should be thirteen of them in total. International postal items can be tracked if their identifiers begin with the letters R, C, E, V and L. If other letters are used, then it will not be possible to track the item in Russia, but you can try to do this on the post office website of the receiving country. This is what the postal identifier for an international shipment looks like:

If a lot of time has passed and there is no information on the track number you are interested in, you need to submit an application to search for the shipment. Applications are accepted within six months from the date the parcel was sent. When submitting a search application, you must have your passport with you, as well as the receipt issued upon acceptance of the parcel. The search for the parcel begins only after the application and all documents are submitted. An important nuance: according to the law, the post office has the right to search for items within 60 days. If this does not bring results, then you have the right to write a claim in connection with the loss of the parcel to a specific post office. Read on to learn more about what a claim must contain and within what time frame it must be answered.

4. Claim: how to write, what to indicate, what to expect?

The pre-trial procedure for resolving a dispute with the postal operator is mandatory. This rule was established by paragraph 4 of Article 55 of the Federal Law “On Communications” . The claim is accepted both at the place of receipt and at the destination of the item within six months from the date of sending the correspondence or transfer of funds.

The infographic contains detailed instructions on what needs to be included in the claim, as well as the time frame within which the telecom operator is obliged to give you a response.

Please attach a copy of your postage receipt to your claim. This will confirm the service agreement concluded between you and the post office. If possible, provide written information about the postal service's failure to fulfill or improperly fulfill its obligations. Such confirmation may be, for example, information about the damaged packaging of the parcel you received. Documents confirming the fact and extent of damage caused will be useful. Payment of compensation is made within ten days from the date of consideration of the claim and recognition of your innocence. The primary right to receive compensation remains with the sender. He has the right to refuse payment in favor of the recipient, but to do this he needs to write another application. Its form will be provided at any post office. After writing this document, the refund amount will be sent to the recipient.

There are situations when claims are rejected by mail in whole or in part. In these cases, as well as in the situation of failure to receive a response within the time period established for consideration of the claim, you have the right to go to court. To learn how to do this, read the material “The Right to Know: How to Win in Court Without a Lawyer?” In your claim, you also have the right to demand compensation for moral damages and payment of a fine by mail for refusing to satisfy the demands voluntarily.

Receiving a package or a good old handwritten letter is always nice. It’s even nicer when there are no problems. To be fair, we note that the current postal system is being reformed, at least little by little. In any case, knowledge of what you are entitled to at the post office will not be superfluous. Have you encountered unlawful actions by postal employees? Or, on the contrary, were you satisfied with the quality of the services provided? Write about this in the comments to the material and to us by email: pravoznat @ tomsk . ru .

Dmitry Aksenov

Make sure your package is lost

Check delivery times

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 sales 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.

Post office

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.

Where is the parcel

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 Russian Post does not provide such data.

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.

Analyze the statistics

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.

How to find out who is to blame

If a package is lost, you need to figure out whether the post office is to blame. If during tracking the status “Left MMPO” is shown, then the domestic post office is responsible for safety.

A delay does not always mean that the cargo is lost. It happens that due to the negligence of employees, information about movement is not entered into the database on time. It happens that something unexpected happens along the way. The goods may get stuck at customs, at a sorting center or at the point of departure.

There are times when, upon arrival in our country, tracking suddenly becomes unavailable. Then you can find out the standard delivery times at the post office or on the website, understanding that the numbers indicate a minimum waiting time.

If the parcel is lost in Russia

The seller sent the goods and indicated the correct tracking number for the shipment. But when it is checked, traces of the parcel are lost on Russian territory. It happens that the shipment remains at customs. This may be due to the order of goods prohibited for import. Such a package will not be delivered. But if the parcel has already passed customs inspection, was sent to the sorting center, and then disappeared from it, you need to look for it

.

You can do this in two ways:

• put on the wanted list on the Russian Post website;
• submit an application at a Russian Post office.

Let's consider each of the proposed options.

Submitting an application on the Russian Post website

You need to go to the Internet resource. In the “Other services” section, select “Electronic appeals”.

Depending on the type of postal item, select the necessary one from the list of offered services:

• claim to search for postal items in Russia;
• claim to search for international mail.

When choosing an option, the system prompts you to log in to the system using the “Government Services” portal. If the user is not registered in the system, you need to register. This is not difficult to do. The whole procedure takes a few minutes.

After providing all the necessary information, click on submit a claim. The system will indicate the period during which the shipment will be searched. It will be considered lost if not found within 14 days or less. It all depends on the postal regulations.

Submitting an application at a Russian Post office

You can go to the post office where the package should be delivered. Ask the operator for a claim form to search for domestic or international shipments.

The form can be filled out by printing it from the Russian Post website. But you also need to log in or register.

The form indicates:

• Recipient's full name;
• number of departure;
• information about the sender and other necessary data.

Then it is printed and taken to the Russian Post Office.

It is imperative to ensure that after receiving such an appeal, a date and signature are placed on the copy of the document indicating that the claim has been accepted for consideration. The parcel will be searched within 14 days. After this period, it will be considered lost. The recipient is entitled to financial compensation for the cost of the shipment.

But this is provided that the parcel was insured or the value of the items included in it was indicated when sending it. In other cases, compensation is quite difficult to obtain.

We are filing a lawsuit for reimbursement of the cost of the parcel.

Even if the cost of the goods was not indicated on the shipment or the shipment itself was not insured, its loss is the fault of the postal workers. Therefore, the recipient has the right to go to court to obtain reimbursement of the cost of the parcel.

In the statement of claim he states

the date of departure and the approximate date of its delivery. As well as the cost of the product, its name, quantity.

He encloses with the application

:

• purchase receipt (you can print it yourself),
• the post office's decision that the parcel was lost,
• a copy of correspondence with the seller,
• evidence that the parcel was lost on the territory of the Russian Federation.

I would like to say that the post office does not always satisfy claims. But you need to fight to get your money back. Courts, as a rule, make a decision in favor of the plaintiff if he has an impeccable evidence base.

Reasons to consider the parcel lost or damaged

The parcel is considered lost under the following circumstances:

• she did not arrive at her destination within a reasonable time;
• her location is unknown.

A package is considered damaged if there are signs of opening or damage to the packaging, but only if its contents are damaged or stolen in whole or in part.

Here we mean exclusively cases that occurred through the fault of the Russian Post, which are regulated by the norms of Federal Law No. 176-FZ “On Postal Services”. Article 34 of Law No. 176-FZ defines the responsibility of the Russian Post for the following :

• loss of shipment;
• damage or damage to the investment;
• lack of content;
• violation of delivery deadlines.

Also, Article 19 of this document establishes the rights of consumers of services, and Article 20 – the responsibility of their provider . When seeking compensation, you must rely on these basic provisions.

If the package is lost outside the Russian Federation

In this case, there is no need to file a claim with Russian Post. The sender must search for the parcel. He submits an application to search for the item to the postal service through which it was sent.

What to do if the package was never delivered

First, check to see if there is still time left for delivery of the item. If the period has expired, you can demand a refund from the seller for the goods. It's easy to do. All foreign sites, such as Aliexpress, monitor the purity of transactions. In case of non-delivery of goods, the buyer may demand compensation from the seller. If the latter refuses to pay it, the company returns the money within a few days.

The site has special “Open a dispute” fields. They are located next to the product description. The buyer needs to click on the button under this name and indicate the reasons for the refund.

Many sellers return money for goods without opening a dispute. Please remember that returns are possible within a few days after the package delivery deadline. The seller may make concessions and send a similar product. In this case, there must be a new track number to track the shipment.

Compensation for delayed postal parcels

All online stores provide the opportunity to deliver your order directly to your hands by courier service.

The forwarding service is provided on a paid basis, the cost is usually slightly higher than for using Russian postal services, but at the same time, you are guaranteed timely receipt of the goods.

If it was not possible to use the courier service, but the parcel was sent via mail and it did not arrive, we will try to answer the question: if the parcel is lost, what should you do?

First of all, you need to check where your parcel was last recorded by the postal service. Usually, in terms of delivery at the post office, parcel tracking is enabled, which is designed to most effectively track the current location of the cargo using a unique ID present at any time.

You should always remember that if there is no parcel, it must first be checked for delays. In such a situation, it is necessary to be guided by official delivery times, which usually depend on the type of transportation, that is, on the transport used, on the location of the addressee, etc.

To determine whether this is a delay or loss of your cargo, it is worth familiarizing yourself with the main delivery times of Rosposhta, which are presented in days.

Naturally, a delay in a parcel is much better than its loss, but even in this case, the recipient has every right to partial monetary compensation. It is quite difficult to collect this compensation, but you can try.

Is compensation due and who pays it?

Once the parcel falls into the hands of postal employees, this organization becomes responsible for its safety.

This responsibility also includes compensation payments in the event that the item being sent is damaged during transportation.

You can receive compensation not only if postal employees damage an item or lose it, but also if there are delays in delivery.

The amount of compensation is:

1. 3 percent of the cost of payment for sending services. This amount is charged for each day of delay. Accordingly, if delivery is late by thirty days or more, the post office will be required to reimburse the entire cost of its services.
2. An amount covering the cost of items sent in the parcel in case of its loss. If, after searching, the organization’s employees were unable to locate the lost items, the post office is obliged to reimburse the client for their cost.

Compensation for loss is paid no earlier than the end of the search for the parcel. The mail has up to 60 days for this.

If delivery deadlines are missed, or the item is lost due to force majeure, unavoidable circumstances, or incorrect registration, compensation will be refused.

How is the penalty calculated according to the Rules for the provision of services by Rosposhta?

The established rules for the provision of postal services provide for the payment of a penalty to clients in the amount of 3% of the cost of the service if, for any reason, delivery deadlines were not met.

This payment is calculated for each day of delay. As a result, if the parcel arrives at its destination 30 days later than the scheduled time, then the recipient must be refunded all the money spent on the shipment. The rules for the provision of services by Roposhta very clearly describe all possible force majeure situations, but, unfortunately, in practice the requirements of the Rules mentioned above are not always met.

To receive compensation payment, the sender will need to take the following steps:

1. Competently write a statement demanding an official compensation payment. 2. Be prepared for the fact that the process of asserting your rights will take a lot of time.

For your information! An important point in resolving the issue of compensation payment associated with late delivery of forwarded cargo is the presence of package packaging with labels and other marks attached to the cargo by postal workers.

Also, to consider this issue, you will need to have a photocopy of the sender's receipt. If it is not available, the application will not be accepted by postal employees.

Compensation payment may be denied if:

1. Employees of the Russian Post will be able to prove that the cargo was damaged (lost, arrived late) due to insurmountable circumstances, force majeure; 2. Government employees will be able to prove that the cargo was damaged due to the fault of the sender, who incorrectly processed the parcel.

Parcel search

What to do if Russian Post has lost your parcel? First of all, you should try to get the employees of this organization to find it. Such a possibility really exists. You must contact one of the post offices and submit an application to search for the missing parcel. It must include the following information:

1. Departure and reception point.
2. Type of packaging, its dimensions.
3. Contents of the parcel (full list indicating the cost of each item).
4. Personal data of the person who sent the message and the recipient.
5. Evidence of receipt of the parcel by Russian Post.

The corresponding search application must be submitted within 6 months from the date of dispatch. If the cargo was sent from another country, employees are required to find the loss within 60 days.

If the parcel was sent within one locality - within 5 - 30 days. After these time periods, postal employees are required to reimburse the claimant for the estimated value of the lost items.

The search deadline has been violated - what to do?

If the items were not found within the time period specified above, you must contact your superiors or demand a refund of the cost of the lost items. So it is possible:

1. File a complaint on the official website of Russian Post (the same should be done if branch employees refuse to accept applications, are rude, or ignore the client).
2. Contact Roskomnadzor (a complaint can be filed remotely using the department’s website).

If these actions do not produce results, you should file an application for compensation. It should be taken into account that the estimated value of lost items may be lower than their actual price. Therefore, it is recommended to make every effort to force postal employees to conduct searches.

As a last resort, you can go to court. However, this action will only be advisable if truly expensive items are lost.

Legal proceedings require a waste of personal funds and time, so it is not always appropriate to initiate it due to the loss of an item worth several hundred rubles.

Going to court

What to do if the post office lost a parcel from China? What to do? After losing a particularly valuable shipment, some Russian Post clients begin to think about how to punish the organization. If the post office has not responded in any way to the claim you filed, and the time limit for considering the appeal has expired, then you can file a lawsuit. 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 moral damage caused to you was the negligent actions of Russian Post employees. The amount of compensation must also be within reason, otherwise your case will be denied.

When drawing up a claim, you must indicate the details of the parties, the essence of the claim, your requirements and the amount of compensation, and the grounds for receiving payment. In this case, supporting documents include confirmation of the shipment of the parcel, a receipt for payment, your written claim and a response from the post office.