Where can I apply to search for a parcel? Russian Post has launched a channel for submitting official requests electronically


It just so happened that, having ordered the next batch of trinkets in China, my parcels ended up in a gigantic jam that happened at the Aliexpress sale at the end of the 12th year. And in the end, almost all of them got out successfully, but two of them were completely lost. Of course, according to Murphy's law, the most expensive and expected ones. This is a healthy bag of 1000 white LEDs and a roll of photoresist film. Moreover, according to tracking, they were exported from China, but were never registered on our side. I negotiated with the Chinese, and they delayed the delivery time as long as they could, assuring that everything was fine and the goods were just moving slowly due to congestion. And in the end, due to my lack of experience, they persuaded me to confirm receipt of the goods without opening a dispute. I confess, I was wrong, but almost 15 parcels always arrived, sometimes for a long time, but nothing was lost anywhere and the Chinese in general did not fool around, and sometimes they even put in more than I ordered. As a result, after another couple of months of waiting, I realized that the parcels were definitely lost. I decided to start looking for them.

To begin with, I contacted the Chinese and asked them to look for the lost parcels. Both suppliers responded that they made inquiries to China Post and received a response that the parcels were exported to Russia and they needed to be looked for there.

1) I contacted the Chinese and asked to send an Invoice (I spent a long time getting into the essence of the document, which vaguely resembles our invoice; in domestic practice there is no analogue of such a document). This is what the Chinese sent me (in some places I had to correct it manually)

2) I downloaded it from the Russian Post website and filled out the form (http://fc.russianpost.ru/DownLoad/For_Site/Uslugi/Blanks/Prilog_5.doc), although in theory you could ask for it at the post office, but I didn’t take the risk and came with his.

3) With the invoice and application, I went to the nearest post office (not necessarily the central one) and registered everything there. The head of the department registered two applications, one for a parcel, and from each I received a receipt.

4) A couple of days later I received a letter with information that my appeal from Taganrog had been transferred to Moscow, to the Claims Department (DPR) and I would receive an answer in two calendar months! Okay, I waited patiently.

5) After almost three months, without waiting for any response, I wrote an email to [email protected](which was listed on the official website of the Russian Post as a contact for the claims department). In the letter, I attached scans of receipts and a letter received from the Taganrog Main Post Office “about transferring the case to Moscow,” and asked at what stage the consideration of my question was. Almost immediately the mail robot answered me:

Dear Customer!

Your appeal has been accepted and will be considered within the time limits established by law.

FSUE Russian Post

And a little later I received a more extended answer:

Good afternoon.

In response to your request regarding the postal item RB343007485CN, we inform you: Your appeal has been accepted for consideration by the Appeals and Complaints Department of the Department of Claims for International Postal Exchange, registration number 36115-13.

Unfortunately, the review is not complete at this time.

You will be notified additionally about the results.

However, we inform you that responses to requests are not provided on-line. Received requests are processed in order of priority.

Sincerely,

Analytical Department Specialist

Claims Department

for international postal exchange

The main center for long-haul transportation

mail - branch of FSUE "Russian Post"

This is an interesting answer. That is, “we are working, wait and don’t write to us anymore.” Well, there wasn’t much choice, although I had already begun to think about contacting the prosecutor’s office. As people wrote on the Internet, the absence of the promised response to an official appeal within the established period (2 months) is a precedent for the relevant authorities. But in the end he scored and decided to wait.

6) And now, after another two months from the moment I sent my email and almost five months from the moment I submitted the search application (and more than a year from the moment the package was sent), I finally received an answer!

The beauty and grandeur of the style were worthy of admiration! “We inform you that as a result of the inspection, the loss of this postal item was established at the internal stages of its processing on the territory of the Russian Federation... On behalf of the Federal State Unitary Enterprise Russian Post, please accept our apologies for the fact that the quality of postal services in this case was not at the proper level. At the same time, please accept our apologies for the delay in providing a response, which was caused by objective reasons.”

What exact objective reasons were behind the search for the parcel for 5 months were not specified to me. Apparently, these reasons were as obvious as they were objective, so writing about them is unnecessary.

Well, in essence, what the Post Office answered me: “We have lost your parcel, but we will not give you the money for it, because until we deliver it, it is the property of the Chinese, and if the Chinese officially refuse this money and ask us to transfer it to you “Then we will return your money.”

This could actually be the end of the search. I wrote in Chinese and tried to explain the essence of the problem. But in more than a year since the order, one of the suppliers has already completely closed its store, and the second answered me with complete silence. What is the point of the Chinese fooling themselves with complaints about a product for which they have already received money for a long time and spent it on rice?

That's the whole story. What conclusions did I draw:

  • Never do not confirm receipt of the goods until you receive them in person. Even if, according to mail tracking, he has almost arrived in the city, I would rather open a dispute, and then remove it, and will not be persuaded by the Chinese. Not because the Chinese are scammers, no, because if the post office loses the package, this will be the only way to get the money back.
  • If you’re going to look for the parcel, then don’t give up and push until the end. There is no answer within the established time frame - take the documents and go to the prosecutor's office. This should stimulate mailers and possibly ensure a positive search result.

When solving my question, I gleaned a lot of useful information from here: http://www.russiapochta.ru/forum/topic.php?forum=3&topic=451&p=1 approximately the same story of searching for a parcel.

In contact with

Hello, friends. Since you are reading this blog, it means that you most likely order goods from Aliexpress and other Chinese (or European, or maybe even Russian) online stores and sites. And sometimes such a nuisance happens when the goods do not reach you. I've had this happen many times, usually for some cheap crap, even without a tracker. It’s possible that the seller didn’t even send me anything, deciding that I would miss the delivery deadline and he would have the money. In this case, I always opened disputes and always won them. But something sad happened recently. I ordered a smartphone for my friends for almost 25k rubles. He tracked for the last time in Moscow. It was written that it was sent from Domodedovo (usually, in this case, I receive the parcel within 3-4 days) and disappeared. The goods were sent from Domodedovo on June 11 and in August I still did not receive the parcel. Already after a month (in July) I paid all my attention to this and filed an application to search for the parcel. This was the first time I did this, since for the first time the amount of the parcel was not sour. How it all happened and what happened in the end, read under the cut.

So, initially there were no signs of trouble. As I already wrote, the parcel arrived at Domodedovo and I, and especially the acquaintance to whom the smartphone was intended (he took it for his birthday) were already rubbing our hands, anticipating its imminent receipt. However, time passed, and the tracking information was not updated. About a month later, when viewing the tracking on the Russian Post website, the message “The information has not been updated for a long time? Find out how to apply to be wanted." I went over and found out that in order to apply to search for a parcel, you need to go to any post office with the application itself, a receipt for sending the parcel and a passport.

Well, ok, I filled out the application and printed it out. This is what it looks like (already filled out, I just covered up the personal data). This is what they should take from you, fill out the lower part, tear it off and give it to you.

I contacted the seller regarding the receipt. He didn’t send me a check, however, but sent me a scan of what appeared to be an “invoice.” In general, that piece of paper that is stuck on each parcel. There is also a barcode, tracking number and declared value written there. I also printed it out, took my passport and went to my post office.

Where... they refused to accept the application. Apparently, they simply did not want to get involved and bear any responsibility. They say, go to the main office. Or, alternatively, you can send your application by letter. Thinking that if I wrote a letter, I wouldn’t have a tear-off coupon and then there would be no way to prove that I submitted anything, I went to the main office.

The main office is a huge three-story building in the city center with a bunch of halls and a bunch of windows. I went in and got lost. Where? To whom? Here pensions are issued, letters are sent here, payments are accepted there. Tough. Well, I went up to one of the windows and asked where I could submit an application to search for a parcel. And the operator sent me to the third floor to the director himself (!).

I'm getting up. A security guard is sitting. He takes everyone’s passports and writes them down in a book. In short, everything is serious. But, I missed it :).

The director turned out to be a very nice lady, very friendly. Respect to her. I accepted the application (the invoice was rolled out), filled out the tear-off coupon, and sympathized :). She said let's do it. By the way, she had several more similar statements on her table.

And the agonizing days of waiting dragged on. As written on the website, Russian Post is obliged to notify you of the search results by letter no later than three months (for international shipments) after submitting the application. It’s funny, but about a month later they called me from Moscow and said, “We’re looking!” I'm like, ok, search well :). I still don’t understand what the meaning of this call was :).

In general, the parcel, naturally, was not found. And some asshole is now walking around with the top-end Meizu PRO 6 PLUS. I opened a dispute, the money was returned, although the seller did not agree until the very end (I hoped that it would come through). I re-ordered the smartphone from him and the second attempt was successful - a friend received it. True, it’s already far from my birthday. All this cost me a lot of nerves and wasted time.

Oh yes. The letter did arrive. After about two and a half months. The content, as I expected, is in the spirit of “Yes, we lost, we apologize.” A curtain.

What I want to say in conclusion. Do I need to apply for a search if the parcel is lost? Definitely. They say that postal employees get a slap in the cap for doing such a good job and they (one would like to hope so) begin to work better.

P.S. As the director told me, my post office was required to accept the application and had no right to send me to the main office. But I no longer complained about them. In principle, adequate people work there and I have never stood in line for more than half an hour for parcels.

P.P.S. Now, it seems, you can no longer run around with printed forms, but fill out an application on the website itself. Most likely I will have to check this possibility in the near future, as another lost package is brewing.

About a month ago I placed an order for a client from the USA. Usually, after clearing American customs, the buyer receives the order within one, maximum two weeks. But this time, for two and a half weeks, there was not a single new status on the USPS website. As a result, the buyer wrote to me and asked where her package was. In order to somehow “speed up” the delivery process, I decided to send a request to search for a shipment from the USPS website. That's how it was.

Step 1 - Register on the USPS website

The first step is to register on the US Postal website. All fields must be filled out in English.

Specify the main language of the site (English) and your login (here you can enter your email address). If the login is busy, the system will indicate this with a red warning.

Then enter your password. It must be at least 8 characters long and contain at least 1 uppercase letter, 1 lowercase letter and 1 number. And also there should not be two identical symbols one after the other.

Below you will be asked to write answers to 2 security questions. You will need them if you forget your account password. I chose "City where I was born" and "Mother's maiden name."

Please enter your contact information below. Here I indicated fictitious data, with the exception of the email address.

And at the last stage they ask you to enter your home address. Here you can enter data from any country, but I decided to write an address in the USA. I chose some administrative building from Google Maps :)

After that, click the “Verify Address” button - apparently the system checks whether such an address exists.

A green checkmark appears, which means everything was entered correctly. You can click “Create Account”.

Registration is now complete. And the site will immediately authorize you. You can start searching.

Step 2 - submit a search application

Select the last menu item “Help”, and in the drop-down submenu click “Find Missing Mail”.

In the middle of the page there is a button “Start Your Missing Mail Search”. Let's press it.

On the page that opens, first enter the parcel’s track number in the “Track Number” field.

Below we enter the sending date (Malling Date), the type of shipment (Unknown/other) and indicate that the found shipment should be sent to the addressee (Addressee).

After this, additional fields will appear on the page where you need to enter your client’s address.

After that, in the block “Whom can we contact about this search?” Please include your name and email address. USPS will contact you if they have questions.

After this, a bunch of additional fields will appear in which you can describe your product in a little more detail (for example, indicate the material, color, etc.). Be sure to fill out only fields with asterisks. If you wish, you can also add a photo of the product.

After all this, put 2 checkboxes at the bottom of the page for the items “I have read, understand, and agree to the Missing Mail Search Disclaimer below” and “I have read, understand, and agree to the Terms and Conditions” and click the “Continue” button.

If you click “Save progress”, your application data will be saved as a draft and you can return to it later.

After this, the site will redirect you to a new page, where it will clarify the recipient’s address and offer its own option (if it considers that there could be an error in the address).

Select the desired option (I chose the one indicated by the customer in the order) and click the “Use Selected Address” button.

After this, the USPS website will ask you to double-check all entered data. If you made no mistakes, then click the “Submit Search” button.

That's it, the application has been sent. After this, all we can do is wait and hope that the postal workers will find our parcel.

You can inform the client about your request to the US Postal Service and send a screenshot of the letter that will be sent to you by email from the USPS. It says that your request to search for the parcel has been accepted. And its number and date of application are indicated.

I can’t say for sure that it was my appeal that had an effect. But after 10 days, the parcel finally began to be tracked again on the USPS website (May 12). Almost a month after clearing US customs (April 14).

Founder and author of the ProEtsy blog. I love Etsy with all my heart for the incredible amount of talented artisans. And for the opportunity to communicate with customers from all over the world. I try to tell blog readers about all the new products on Etsy and about my experience interacting with this platform.

Applications to search for domestic and international postal items are accepted within 6 months from the date of dispatch. Applications to search for international EMS shipments are accepted within 4 months from the date of dispatch in accordance with the Regulations for the application of the EMS Model Agreement (Bern, 2017)

  • 30 days for all other domestic mail and postal orders;

    • Sample of filling out an application to search for a parcel

    The situation when you are required to urgently write a statement happens quite often. And it turns out that the need is so great that the circle of life and business depends on timeliness. In this situation, there are two options for getting out of the problem. Go to a specialist who will write the document correctly.

    Or find a good example from friends and fill in your own information in the required sections. Any of the above options has both disadvantages and advantages. In choosing a lawyer you will have to pay. The price depends on the meaning of the appeal.

    If you decide to produce the document yourself, you will not have to pay. But there is no guarantee that the appeals will be presented well. I would like the template provided to help resolve difficulties.

    What to do if the package is missing. write an application at the Russian post office

    Very often I receive requests asking for help in finding a missing package. In most cases, the parcel stops being tracked at one stage and “freezes” for several weeks.

    I present a small guide on how to correctly write a statement about the loss (non-receipt) of a parcel to the Russian Post.

    I want to say right away that the official website of the Russian Post is absolutely useless regarding complaints or statements, because there are no feedback forms or forums there. The only thing that can be useful is to download a form to fill out an application to search for a parcel.

    I still don’t understand why I should do this, because in any case I have to go to the city’s Main Post Office and submit all the documents there in person. You can fill out the application there.

    In order to submit an application to search for a parcel, you must fill out 2 copies of the application, submit a passport and a copy of the receipt confirming the shipment of the parcel or an invoice from the seller if the purchase was made in an online store. Any conscientious seller is obliged to provide an invoice upon request, although in this case I literally “knocked out” mine within a week.

    Important Amendment

    On the Russian Post website I found the document “Procedure for the recipient to submit an application to search for an international postal item entering the territory of the Russian Federation,” which clearly states that “. The addressee must independently request a copy of the receipt from the sender. The invoice attached by the recipient instead of a receipt is not a postal contract between the sender and the post office, it is a contract between the sender and the addressee, therefore designated postal operators of other countries do not accept it as a document confirming the acceptance of the postal item for dispatch in their country.”

    It follows from this that, according to the rules, an application can only be submitted if there is a receipt, but I managed to resolve my issue based on the invoice. As I understand it, each department has its own rules.

    Based on the above, in case of problems with delivery, I advise you (if there is such an opportunity) to open a dispute and not wait until the time to open it expires. The seller, for his part, has every right to deal with the issue of searching for the postal item.

    Original document “Procedure for the recipient to submit an application to search for an international postal item entering the territory of the Russian Federation” (DOC, 34 KB)

    At the Main Post Office, you should contact the “Operation Department”, which is responsible for accepting documents for searching parcels. Next, you simply fill out the application exactly as shown in the video, copying the necessary information from the invoice and passport.

    Applications (2 copies) are accompanied by a copy of the invoice, after which all this is transferred to an employee of the Operations Department of the Russian Post. He checks the data specified in the application with the data of your passport, staples all the papers, fills out the “Tear-off coupon” and gives one copy of the tear-off coupon to you.

    Don't forget to pick it up! It confirms the submission of an application to search for the parcel. It indicates the date of submission of the application, the tracking number of the parcel and the signature of the employee who accepted the documents.

    Excerpt from an article on the official website of the Federal State Unitary Enterprise "Russian Post" (view original)

    According to clause 55 of the Rules for the provision of postal services, “The procedure for registration and consideration of claims is established by the postal operator.” Applications from individuals and legal entities to search for postal items and postal money transfers are accepted in any OPS.

    Appeals from individuals and legal entities regarding the quality of service provision (slowdown, damage, shortages, etc.) are accepted in writing at the post office by the head, his deputy, employees of post offices and branches responsible for claim work, both at the place of filing postal item or postal money transfer, and at the place of issue. In each post office, a book of statements and proposals is placed in a visible and accessible place for customers.

    Statements on service quality issues left in this book are transferred to the post office, to which this post office is subordinate, for consideration and preparation of a response to the applicant. The response is provided to the address indicated by the applicant and is also pasted into the book.

    Applications for the search for postal items and claims for compensation for damage associated with the loss and shortage (damage) of the sent attachment or non-payment of money by postal money transfer are accepted from senders or addressees, as well as their representatives (by proxy), on the basis of a document identification document (according to the list in the information material posted at the post office). The application of individuals must be accompanied by a receipt (or a clear photocopy of it).

    Form Applications can be obtained from any OPS or downloaded from the link below.

    Invoice example

    I am often asked what an invoice looks like. Very simple. Here is a sample invoice from AliExpress, which I received upon request from one of the suppliers.

    I hid the name and address; in the original invoice they were indicated in Latin characters.

    Invoice.xls (XLS, 27 KB)

    Here's another example of what an invoice might look like. It was this invoice that helped me speed up the process of searching for a parcel.

    Download Word document (RTF, 265 KB)

    Application to search for a parcel

    Download the application form for searching for international mail.

    Where else can you turn if your international shipment is lost?

    Russian Post - certificates and requests

    Reception office of Russian customs

    Complaint to the Ministry of Telecom and Mass Communications of Russia

    Comment on YouTube

    F.a.q. how to apply for search

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

    Answer: Submit a search request. To do this, you need to come to any post office with a passport and a shipping receipt (or a copy thereof) and fill out an application form. Forms can be picked up at the branch or downloaded from the website http://www.russianpost.ru/rp/servise/ru/home/postuslu..


    Art. 15 Federal Law No. 176-FZ http://www.russianpost.ru/rp/servise/ru/home/document..
    Art. 53 Rules for the provision of postal services http://www.russianpost.ru/rp/servise/ru/home/document..

    Answer: Yes, a receipt is required. You can request a copy (scanned copy) of the receipt from the sender.

    Answer: This can be done within six months, starting from the day after the day the item was submitted.
    The recommended deadline for submitting an application is after the deadline for the shipment to pass through the territory of Russia. For international shipments - after the expiration of the control periods for the passage of the shipment through the territory of Russia after passing through the place of international postal exchange on the territory of Russia.

    Check the status of your letter or parcel using the track number. If there is no information on the status of the shipment, or the status has not been updated for a long time, your letter or parcel has not been delivered, and the delivery period has expired, you can initiate a search for the shipment.

    To start the search, you must submit an application on the page https://www.pochta.ru/claim, or provide at any branch of the Russian Post:

    • application to search for a shipment within Russia or an international shipment;
    • a check issued along with the shipment, or a copy thereof (the check is issued at the time of dispatch);
    • identification.

      • The application can be submitted by both the recipient and the sender or an authorized representative of one of them (upon presentation of a power of attorney).

      The Russian Post notifies you of the search results by registered mail to the postal address, or by letter to the email address specified in the application.

      The period for considering a complaint or claim and providing a written response is:

    • 5 days for claims regarding postal items and postal orders sent (transferred) within the same locality;
    • The period for reviewing claims for international postal items can range from 30 to 90 days in accordance with the Universal Postal Convention (Doha, 2012).

      • In the event that the shipment could not be found, compensation is paid. The sender has the primary right to receive compensation; he also has the right to refuse compensation in favor of the recipient or another authorized person.

      Application to search for a parcel Russian Post form

      Please wait, the data is being processed.

      List of Prohibited Items

      • Signal weapon
      • Firearms
      • Airguns
      • Gas weapon
      • Ammunition
      • Steel arms
      • Cold throwing weapons
      • Electroshock devices
      • Spark gaps
      • Basic parts of firearms
      • Narcotic drugs
      • Psychotropic drugs
      • Potent drugs
      • Radioactive agents
      • Explosives
      • Flammables
      • Poisonous animals
      • Poisonous plants
      • Banknotes of the Russian Federation
      • Foreign currency
      • Perishable food
      • Perishable drinks
      • Items that, by their nature or packaging, may pose a danger to postal workers, stain or damage other postal items and postal equipment
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        1.1. When using the “RF Postal Form” (hereinafter referred to as “PBRF”, “Service”), located on the Internet at https://pbrf.ru, the conditions set out below come into force automatically.

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            Discussions

            F.A.Q. How to apply for a search

            13,057 messages

            Answer: Submit a search request. To do this, you need to come to any post office with a passport and a shipping receipt (or a copy thereof) and fill out an application form. Forms can be picked up at the branch or downloaded on the website: https://www.pochta.ru/support/claims/tracking/lost-se..

            2. Why is it not possible to accept an application by email?

            Answer: These requirements are established by the Federal Law “On Postal Services”, as well as the Rules for the provision of postal services.
            Art. 15 Federal Law No. 176-FZ
            Art. 53 Rules for the provision of postal services
            Regulatory documents can be found at the link: https://www.pochta.ru/about-documents

            3. Is a receipt required when filing for search?

            4. What should I do if my international parcel is lost?

            Answer: The search application must be accepted by the postal operator of the sender's country and the recipient's country. Thus, both the sender and the recipient can submit an application.

            5. How long can I submit a search warrant? Is it true that you can submit a search request only a month after sending the item?

            Translated into English, the payment receipt is called a “shipping receipt”. You can ask for a receipt like this: “It seems my package was lost and I want to start investigation. Could you please be so kind and send me the shipping receipt." She looks something like this.

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    Computers, which have confidently entered our lives, have greatly influenced the way people communicate. E-mails, conversations on mobile phones, calls on Skype or other programs on the Internet made it possible to quickly receive answers. But even such an abundance of possible communication options could not displace regular mail from our lives. The flow of correspondence that passes through Russian post offices is very large. Difficult working conditions and low salaries do not really attract people. There are fewer and fewer people wanting to work at the post office. This affects the entire postal service. The deadlines for processing correspondence are violated, letters and parcels accumulate in departments where there is a large shortage of workers. Delivery deadlines are missed and parcels are lost.

    All this primarily affects the residents of the city. If you sent a parcel, but it did not reach the recipient, you need to take some action. First of all, a search for the parcel should be launched. To do this, you need to come to the nearest post office and ask for an application form to search for domestic mail. If you are computer friendly, you can find and download the form via the Internet. In order for your application to be accepted, you must have your passport and original shipping receipt with you.

    When filling out the application, provide information about yourself: last name, first name and patronymic, passport details and contact information. This could be a phone number, email, or just the address where you live. This is all you need to start searching for the parcel. You must also provide information about the problem. In the “Reason for application” column, indicate: “The shipment was not received.”

    All parcels sent by Russian Post must be registered. Regardless of whether the estimated value has been announced or not, a barcode is affixed to the form. This is a special label that contains 14 characters. The number obtained in this way is registered, and the parcel is sent further. It is thanks to the presence of a barcode that you can track which point it passed and where it got stuck. It is through this that the Russian Post will search for the parcel.

    Let's fill out the application further. We indicate the name of the postal item and the valuation amount. We mark all additional points if something suits you. Russian Post can begin searching for a parcel by submitting an application electronically. On the official website there is an opportunity to send such an application over the Internet.

    We fill in the date of dispatch of the parcel, its weight and weight - all this is on the receipt that you received upon sending. We simply rewrite the data from there. We also indicate the OPS of sending. It's also on the check. Then we fill in the columns where the names and full addresses of the sender and addressee are indicated. We also describe in detail the attachments in the parcel. We sign the application, put the date and give it to the operator, who checks your data, then signs your application and gives you a tear-off coupon.

    You return home, and the Russian Post starts searching for the parcel from the first branch where it was registered. Your application is sent to the center, where requests are made to the department that accepted the parcel, to the sorting center and to the forwarding points that were on its way. All transactions are confirmed by invoices. Which number was accepted, which invoice was used to ship further - this is how the entire chain is traced until the point where the parcel is stuck is found. Usually it takes about a month, sometimes two, to find a parcel. As a result of all actions, you receive a letter telling you what happened to the parcel. But more often during this time she already arrives.
    

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