On December 7, the Federal Customs Service of Russia introduced new rules for processing parcels from foreign online stores for delivery operators. The problems started immediately.
Now, to receive the parcel, you will need to specify the TIN and links to the purchased goods. In social networks, users complain about parcels stuck at customs, and in delivery services they say that until the FCS signs an addition to the order on the list of those to whom it acts, the parcels will remain in a “hanging” state.
Delivery services have already sent warnings to their users that when shopping in foreign online stores, along with passport data, it is necessary to indicate the TIN (the requirement applies only to Russian citizens) and links to the pages of the online store with a description of each product. This innovation will not affect parcels, the delivery of which from the sender to the recipient is made through the Russian Post.
Anastasia Solopeko writes on Facebook that her order from the English online store, issued on November 29, has been “hanging” at customs since December 1, and only by calling the delivery company did she find out that now it is impossible to receive the parcel without a TIN.
“So if you ordered something and this “something” is not coming to you, call and sort it out. For some reason, they themselves do not send messages demanding to fill out the customs form again,” she warns.
The Boxberry delivery service told the BBC Russian Service that the parcels would remain in a “hanging” state until the FCS signed an addition to the order on the list of services for which it applies.
When asked when it will be signed, COO Yaroslav Polishchuk found it difficult to answer. “We have no understanding, they don’t tell us anything,” he said.
Polishchuk said that about 25-28 thousand Boxberry orders are now at customs without a TIN. “It piled up in three days,” he says.
The Russian service of the BBC failed to promptly contact the FCS with the question of when the additions would be signed - the telephones of the press service were unavailable all day.
At the same time, DPD services in Russia and SPSR Express have no delays with parcels from foreign online stores, Evgeny Privalov, head of the international transportation department, told the BBC Russian Service.
The Pony Express delivery service reported that on December 4 they began to notify customers about the need to provide a TIN, so they received a “rather high response”. The company found it difficult to provide exact data on the “stuck” parcels.
Experiment for seven months
Letters from delivery services say that new data is needed to "confirm the declared value of the goods." Operators refer to the order of the Federal Customs Service of November 24. The requirements apply only to orders of individuals for personal use.
The press service of the Federal Customs Service told Kommersant that the TIN and references to goods are needed to determine their value and weight, as well as to reduce the risk of importing goods to nominees. So the customs will check the excess of the duty-free threshold. Now it is no more than 1000 euros and 31 kg per month.
The Russian service of the BBC was unable to find the order published by the FCS. A copy of it was posted on its website by the Boxberry delivery service.
According to the document, innovations will be valid until July 1, 2018, the initiative is called "experiment".
It follows from the text of the order that this experiment is being introduced to strengthen control over the reliability of the documents provided in the customs declaration. The order establishes the need for the FCS's main anti-smuggling department to conduct a quarterly analysis of passport data. Information about invalid passports must be transferred to the analytical department of the customs service.
So, no matter how sad it may sound, "we stock up on popcorn" ...
08.12.2017 20:15:43 / 60159
To track your package, you need to follow a few simple steps.
1. Go to the main page
2. Enter the track code in the field with the heading "Track the postal item"
3. Click on the "Track package" button located to the right of the field.
4. After a few seconds, the tracking result will be displayed.
5. Study the result, and especially carefully the last status.
6. Estimated delivery period, displayed in the track code information.
Try it, it's not hard ;)
If you do not understand the movements between postal companies, click on the link with the text "Group by companies", which is located under the tracking statuses.
If you have any difficulties with the statuses in English, click on the link with the text "Translate to Russian", which is located under the tracking statuses.
Carefully read the "Track code information" block, where you will find estimated delivery times and other useful information.
If, when tracking, a block is displayed in a red frame, with the heading "Pay Attention!", Carefully read everything that is written in it.
In these information blocks, you will find 90% of the answers to all your questions.
If in the block "Pay Attention!" it is written that the track code is not tracked in the country of destination, in this case, tracking parcels becomes impossible after the parcel is sent to the country of destination / after arriving at the Moscow Distribution Center / Item Arrived at Pulkovo / Arrived at Pulkovo / Left Luxembourg / Left Helsinki / Sending to the Russian Federation or after a long pause of 1 - 2 weeks, it is impossible to track the location of the parcel. No, and nowhere. Not at all =)
In this case, you need to wait for a notification from your post office.
To calculate delivery times in Russia (for example, after export, from Moscow to your city), use the "Delivery deadlines calculator"
If the seller promised that the parcel would arrive in two weeks, and the parcel travels for more than two weeks, this is normal, the sellers are interested in sales, and therefore they are misleading.
If less than 7 - 14 days have passed since the receipt of the track code, and the package is not tracked, or the seller claims that he sent the package, and the status of the package "the item pre-advised" / "Email notification received" does not change for several days, this is normal, You can read more by clicking on the link:.
If the status of the mail item does not change for 7 - 20 days, do not worry, this is normal for international mail.
If your previous orders arrived in 2-3 weeks, and the new package takes more than a month, this is normal, because. parcels go by different routes, in different ways, they can wait for dispatch by plane for 1 day, or maybe a week.
If the parcel left the sorting center, customs, intermediate point and there are no new statuses within 7 - 20 days, do not worry, the parcel is not a courier who carries a parcel from one city to your home. In order for a new status to appear, the parcel must arrive, unload, be scanned, etc. at the next sorting point or post office, and this takes much more time than just getting from one city to another.
If you do not understand the meaning of such statuses as Acceptance / Export / Import / Arrived at the place of delivery, etc., you can see the transcript of the main statuses of international mail:
If the parcel is not delivered to your post office 5 days before the end of the protection period, you have the right to open a dispute.
If, based on the above, you did not understand anything, read this instruction again, and again, until complete enlightenment;)
The maximum guaranteed delivery time for an order with Aliexpress is 60 days (90 days for delivery to Russia, 120 days to Brazil). If you buy any product in this online store, your rights are protected in case of non-receipt of the goods within the specified time.
One of the reasons for the non-delivery of the parcel to the buyer may be that it did not pass customs.
Earlier in our Aliexpress customs article, we talked about what goods cannot be moved across the border, as well as customs rules and restrictions for Russia, Kazakhstan, Ukraine and Belarus.
If the parcel has not passed customs control, it is returned back to the sender.
In this article, we will talk about what to do if, nevertheless, your parcel with an order from Aliexpress did not pass customs.
Reasons why the parcel does not go through customs
From the seller's side:
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lack of a license or certificate for the product;
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no invoice;
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counterfeit products.
From the buyer side:
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import of prohibited products (goods);
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in some cases, non-payment of customs duties (if the cost limits are exceeded).
What if with the packagealiexpressdidn't get through customs?
Depending on whose fault the parcel with the order from the Aliexpress website did not go through customs, your further actions depend.
Before opening a dispute, wait until the parcel returns to China, so it will be easier for you to argue your arguments in the dispute.
If the parcel did not pass customs through the fault of the seller , as additional documents for the dispute, contact the customs service (find out by the hotline number) and ask them for an official document stating that the parcel was returned due to violations by the seller, and you can additionally attach screenshots from the pages of services where she was tracked.
1.
In the "My Orders" section on the Aliexpress website, find the order that you did not receive due to the fact that it did not go through customs.
Next to the product description, click the "Open a dispute" button:
2. After clicking the "Open Dispute" button, you will see a window where you will be offered "Return only" or "Return of goods and money". In our case, we press the button "Return Only":
You should see such a window in which you need to fill out a small questionnaire:
To the question "Did you receive the goods"? we answer - "No".
Problems with the delivery of goods (Logistics tracking problem)
- Order protection is expiring, but the package is still on the way
- The transport company returned the order
- No tracking information (this item is often gray and unavailable due to the fact that the seller seems to have given a track, so if the parcel is not tracked, it is better to choose the first item, i.e. Order protection is expiring, but the parcel is still on the way)
Customs problems
- The customs duty is too high, I don't want to pay
Other
- The seller sent the order to the wrong address.
We indicate the refund amount (order value) and indicate the details why you want to return the money (the reason for the dispute must be described in English, if you do not know English, then I advise you to use an online translator).
Also, as evidence, I advise you to attach a screenshot from the page where you can see the tracking route, as well as, if available, a response from the customs service.
After filling out this short questionnaire, click the "Submit" button. 
All disputes are open.
3.
According to the rules of Aliexpress, the seller has 5 days for which he can accept your dispute or offer his own solution to the dispute and can attach his evidence, and if the seller does not respond in any way, the dispute will automatically close in your favor.
If you come to an agreement, the dispute will be closed and you will need to wait for a refund for the purchase.
If the package did not pass customs due to the fault of the buyer , then you will be deducted the cost of delivery since the package with the order will be returned back to the seller in China, but in this case, the seller of the dispute must also argue for such a recovery. The seller himself must, as they say, take the initiative and then, after considering the aggravated dispute, you will be refunded either the full cost of the order or taking into account the deduction of postage.
If negotiations in a dispute do not lead to anything, then the dispute will escalate. If the dispute escalates, it goes to the representatives of the administration of the Aliexpress website.
An aggravated dispute is usually considered within a week and its decision can be both in favor of the buyer and in favor of the seller, it all depends on the reasons and arguments.
Will I get my money back if the parcel from Aliexpress did not go through customs?
If your package with an order from Aliexpress did not pass customs, then after the dispute process is completed in your favor, you will be refunded the money for your purchase.After the dispute is closed, the money is returned in standard terms from 3 to 15 days to where you paid for your order from (to your wallet or bank card).
If your parcel with an order from Aliexpress did not go through customs due to the fact that you did not pay customs duty, then after the dispute is over, you will most likely be refunded will deduct the shipping cost.
In some cases, after the dispute is over, the money goes to the seller, even if the buyer has not received the goods.
Most often this happens when the parcel is subject to customs duty.
Interesting facts about parcels at customs
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Do you have any questions? ask your question at
Shopping in foreign online stores has a number of attractive advantages. Among them - a huge range of choices and prices without additional extra charges and fees. The only issue that comes up is shipping or forwarding. The most common options for receiving goods are the Russian Post or the EMC service. How to protect yourself from losses caused by delivery services?
Delivery by Russian Post
To save your nerves, be sure to enable the "tracking" function when placing an order (it is possible that you will have to pay extra for this functionality). This means that the postal item will have a unique track number by which it will be possible to track its location. This track number is indicated on the receipt, which is issued when sending the parcel. The original (preferably) or a copy of the check should definitely be requested from the sender. Demand from the sender that the amount of the declared value is correctly indicated on the check - this will help to receive adequate compensation in case of loss of the parcel. It is optimal if the declared value is equal to the amount that you transferred to the online store for the purchase.
Using the track number, you can use the location of the cargo. If the parcel successfully passed customs and entered the territory of the Russian Federation, then the shipment will receive the status “Left MMPO”. From this moment on, the Russian Post is fully responsible for the parcel. If there is no such status, only the sender will be able to find the lost package.
If the shipment is stuck at customs, you must contact the customs office of the Russian Post by phone. By the track number, you can find out the reason for the delay and the expected release date. There is no way to speed up this process. If all reasonable terms have passed, you can apply in writing to the Federal Customs Service, but bureaucratic correspondence threatens to drag on for a long time.
The parcel will become lost after they expire. In case of delay in the order, the addressee is entitled to compensation in the amount of 3% of the cost of the service. To receive compensation, you will have to write. The claim can be filed no later than 6 months after the fact of the delay has been established.
Suppose all the deadlines have expired, but the package has not arrived. That is, the parcel left the sorting center and disappeared. What to do if the package is lost? Russian Post provides detailed information in this situation. Filled in, which is transmitted to any post office. The search period is 60 calendar days from the date of application. If the search yielded no results, the applicant will be compensated in the amount of the declared value plus the postage.
What if compensation is denied? This happens if the Russian Post has lost the package and refers to damage / loss as a result of incorrect packaging of the postal item. We draw up, and we are waiting for the results. If these results are not satisfactory either, all that remains is an appeal to the courts, but this is a completely different, very complicated story.
Shipping via EMS RUSSIAN POST
The algorithm of protective actions is identical to the one described above: at any cost we get a unique number of the postal item, and we also fight for an adequate declared value. Please note that EMS does not work with a declared value of more than 50 thousand rubles. You can track the route of the cargo in or in the universal locator of postal items.
EMS guarantees tighter compliance with delivery times. So, if there was a delay of 5 days, the recipient must return 100% of the cost of the tariff. For EMS, the same search algorithm applies as for the Russian Post. For the sake of objectivity, it should be noted that if the ems lost the package, the chances of receiving compensation are much higher.
Let's summarize. Finding a lost package and getting compensation for it is certainly possible. However, this will require a significant investment of time and nerves. That is why when ordering goods in foreign online stores, it is recommended to use alternative courier services. The cost of overhead costs will increase slightly, but you will receive more significant delivery guarantees: after all, in this case you will make claims to the online store.
Detailed video on filling out the application
06.09.18 57 754 6
Instruction from a person who goes to customs how to work
In July, I spent 12 hours at the Moscow customs, scratching my parcels from them from abroad.
Maxim Ilyakhov
I already know the local inspectors by sight, I come well-prepared and I can resolve issues, if not quickly, then at least the first time. Here's what I learned about getting packages through Russian customs: read this if you're ordering anything from abroad.
What will you learn
How are parcel and customs related
To get to Russia, parcels from abroad must overcome customs: this is a special service that monitors the import and export of goods across the border. There are customs offices at airports, seaports, post offices. When you arrive in Russia and walk along the "green corridor" at the airport, this is also customs.
When an international parcel arrives in Russia, it also goes through customs. This applies to all parcels without exception, even those sent by courier services. The customs officer checks the contents of the parcel (on an X-ray, according to documents, and sometimes even personally) and if everything is in order, he lets the parcel go further into the country. In most cases, this happens unnoticed by us: we simply receive the package in the form in which it was sent. We don't even know she went through customs.
Why customs hold up parcels
Customs has many reasons to delay the package, but in our case, most likely, it will be one of four:
- the customs officer has a suspicion that the product is commercial, although it is declared as a private purchase;
- the recipient has spent the monthly limit on duty-free purchases abroad - in 2019 it is 500 € per month or 31 kg;
- the customs officer did not understand what was in the parcel, he needs an explanation;
- The customs officer decided that there was something forbidden in the parcel.
In these cases, the recipient will be invited to the local customs office to provide clarification and pay duties.
If you suspect that you have exceeded the limit, check if the store or courier knows your TIN. At the time of this writing, customs considers purchase limits only for those parcels for which it requests the recipient's TIN: usually these are parcels of courier services. If the courier service does not know your TIN, you will receive a letter from them: "Specify TIN". Courier services know these features of Russian legislation and no longer even send parcels without knowing the recipient's TIN.
If you are ordering something that comes by regular mail and does not require your TIN, it is likely that customs will not count this item as a limit. But it is now. Here they will introduce some kind of control system, and then they will count everything.
How to understand that the parcel was detained at customs
If customs holds your package, two things will happen:
- By the track number of your parcel, it will be clear that it is ready for delivery, but not where you usually receive it, but in some unfamiliar place. In Moscow, this is a branch of the international post office on Varshavskoye shosse, 37. But for now, you don’t need to go there, it will be a waste of time. Alternatively, the tracking package will say "Sent with customs notification."
- Customs will send you a registered letter at the place of delivery of the parcel. In the envelope there will be a template letter from customs, they say, come, my dear. The reasons for the delay, most likely, will not be indicated - the letter is template and vague, but it can be different in different customs departments. A notification of receipt of the parcel with its track, weight and shelf life will be attached to the letter.
If you receive a registered letter, collect the documents and get ready to take time off from work.
It's a bad thing: the track shows that the customs in St. Petersburg sent my package to Moscow with a notification. One of these days I will receive a letter... 
Pay attention to the shelf life of the parcel: if it is about to expire, you need to come as soon as possible. There is a danger that 2-3 days will pass between the first arrival at customs and the actual release of the parcel - you will have to collect some additional documents or you will not be accepted on the first day. During this time, the storage period may expire, and the parcel will be sent back.
Do not receive a letter if you are not going to customs
By notification in your mailbox, you will understand that the letter came from the main post office.
If you understand that you will not go to customs for economic reasons (read about this below), you can simply ignore the letter. Then the parcel will go back in two weeks, and you will be able to order this product again after a while, for example, when the limit on duty-free import is reset.
What to take with you to customs
Since we don't yet know why customs delayed the package, we need to prepare for the worst. Here's what to take with you from the documents.
Letter and notice sent to you. This is the basis for the customs officer to talk to you. The letter will need to be given, and upon notification you will be given a package if everything is fine.
Passport copies: first page and registration. You'll need one copy, but it doesn't hurt to have a few on hand. When you order goods from the Internet, it can be difficult to stop. In Varshavka, there is a photocopier directly at the post office, 15 R per copy.
Copies of documents of relatives. If the parcel contains a lot of goods that you ordered for family members, copies of their passports will be required to prove that you ordered the goods not for sale, but for relatives. It should be clear from the copies that these are your relatives. If it is not clear - copies of documents that establish kinship: marriage certificates, birth certificates.
Purchase confirmation- an invoice from the online store and confirmation of payment. The invoice is usually downloaded on the store's website, and the check - in the Internet bank. According to the invoice and receipt, it should be clear that it was you who paid for the goods.
Descriptions of what is in the package. You need to be ready to explain to the customs officer what is in the parcel, with pictures. Photos of the goods from the site, printouts of the pages of the online store will do. If there are a lot of different things in the parcel, documents are needed for everything: the customs officer may have questions about a particular thing. Last time, when I went to customs, I had a dozen photos of the goods in the parcel, the customs officer studied them with great interest, asking, “What is this? But here? And how does it work?" The photos helped a lot.
14 days
period of storage of the parcel at customs
Cash to pay the fee: if you have exceeded the limit in value - 30% of the value exceeding the limit; if exceeded by weight - 4 € for each kilogram of overweight. All in terms of rubles. In Moscow, Varshavka does not accept cards, but there is one Post-Bank ATM. Whether it will work and whether there will be money in it is unknown.
From household items it is worth taking one more thing.
Thermos of tea and a snack. It's easy to spend 5-7 hours in line to the inspector. You can go out, at the post office you can drink coffee from the machine, but I prefer to take my own.
A set of bright Post-its stickers and an unusual marker. You will be surprised why they are useful. For now, just toss it in your bag.
On Varshavka, according to my observations, mobile Internet catches badly. If you planned to watch TV shows via the Internet, it is better to download them to your tablet in advance. If you are working with google docs, install the extension for "Chrome"to work without the Internet.
Pay attention to customs days and opening hours. In Moscow, on Varshavka, individuals are not accepted on Monday, and on Saturday there is a short day. It is better to come from Tuesday to Friday right at nine in the morning, or even at half past seven.
What to do in line
Different customs work differently: somewhere it's a complete hell, somewhere it's a civilized place. I'll tell you about the customs at 37 Varshavskoye Shosse, where parcels are received by those who ordered them to Moscow. It was my best years.
Customs on Varshavka is a dozen windows, of which at best two worked with me - they say there are not enough staff. The queue moves slowly. The electronic queue boards hang but don't work, so every time I was there, I had to stand in a live queue.
The peculiarity of the live queue at this customs office is that it moves terribly slowly (with me, 3-4 people per hour passed through two windows), and people often leave without waiting. Decent people leave, having previously introduced those who are behind them to those who are in front of them. But it happens that 2-3 people from the middle of the line silently give up, and then you can’t find the ends, who was behind whom. Start screaming, tantrums and waving hands.
500 €
limit on duty-free purchases abroad per month
Advice. Bring along a set of colorful Post-its and a bright marker. If there is a live queue at your customs office, write the numbers on these brightly colored pieces of paper and distribute to everyone as if it were an electronic queue.
You are not obliged to do this, but with this gesture you will greatly simplify life for everyone, first of all for yourself. When a person has a bright piece of paper with a number in his hands, he calmly feels in line, no one asks: “Girl, who are you after?”, There is no problem that “A young man was following me, but he left, but you hold on here are the women in red. Be the person who put things in order in the queue. You will not be thanked, but you will spend the next 3-4 hours in peace. If not you, then who?
If stuffy. If you are in Varshavka and you feel stuffy - find an air conditioner panel near the information stand. She works. Press the button - it will be easier for everyone.
What to do with the inspector
When it's your turn, give the inspector a notice. He finds your case and starts working with you. He will ask questions and ask for clarification about the things in the package. Show him all the documents that you have prepared in advance.
The inspector has no parcels; he has never seen them and never will. He only looks at documents. Therefore, to offer the inspector to open the package and make sure of something for yourself will not work. The parcel itself is somewhere in the warehouse two floors below, completely different people will give it to you.
All the inspectors I came across were calm, methodical and friendly. They worked slowly but carefully. If there was something I did not understand, everything was explained to me. When they were rude and snapped because of the long wait, they doomedly shrugged their hands. I did not meet any hellish scoop and rudeness, although people in the queue constantly complained about changes in the rules and inaccurate instructions.
Here you need to understand that we are dealing with people who, in turn, deal with papers and regulations. They must comply with all the formalities and rules, this is their task. If the inspector violates something or makes a mistake with the papers, he will be sent for it. However, he is human and can make mistakes. But in the end, we do not need him to do everything right - we need to understand what specific actions this particular inspector expects from us in order to release our specific package.
Advice. Try to do everything to the maximum on the spot, without transferring work to the next day. For example, the inspector may ask you to write some kind of explanation. Agree that you will come back without a queue in 10 minutes.
If you postpone the case until tomorrow, then you may come across another inspector, and instead of an explanation, he may ask for another document or even send you to some mysterious department that no one has ever heard of. All the people who returned with me the next day always started the proceedings from the beginning and were very annoyed that each new inspector demanded some new things from them.
What not to do at customs
Don't mention the words "for sale". The inspector will decide that this is a commercial shipment, and you do not pay duties.
You should not say the words "surveillance", "tracker", "hidden audio recording", "encryption". All encryption tools must undergo a special check in the authorities. If, for example, you ordered a computer or microcontroller from abroad, keep quiet that you can encrypt something on it or monitor something.
Don't joke about guns and drugs. Imagine how many times the inspector has heard this joke.
Do not freak out and hysteria. The inspector works according to the regulations and sits behind the glass. He is all our psychos to the bulb. But if your proceedings with the inspector drag on, your colleagues will see in turn that you are slowing down the whole process - they can arrange a people's court.
Payment of duty
The likely course of events is if you ordered something expensive from the Internet and exceeded the limit on duty-free import, which is now 31 kg and 500 € per month. In case of excess, you will have to pay an additional duty of 30% of the value exceeding the limit, or 4 € for each kilogram of excess. Most likely, even with this surcharge, the purchase will be cheaper than in Russia.
The fee is paid by postal money order, which can be issued right there at the post office. They take a commission.
For payment, you will need a passport and an invoice for the fee, which will be issued by the inspector. The post office operator will accept the money and issue a check, with the check you need to return to the inspector and get his blessing to release the parcel.
What if you don't go
If you do not go to customs before the expiration date of the parcel, most likely it will be sent back to the store. Most often, stores return the cost of the goods, but withhold the cost of delivery. It may make economic sense, see.
Let's say you ordered a product for 490 €, but it so happened that this month you have already bought goods for 500 € and exceeded the duty-free threshold. You will need to pay an additional fee of 150 € and spend time at customs.
Five hours at customs costs you some money. Let's say you earn $500 an hour. A trip to customs, not counting transport and overhead costs, will cost you 2-3 thousand rubles. But the goods will be immediately.
On the other hand, you can ignore the product, wait for it to return to the store, get a refund and order it again when the limits are reset. The goods will be in 1.5-2 months, but they will immediately be at the post office near the house.
Two savings options
Go to customs, pay the fee:
- −150 € of duty;
- −2500 Р for time;
- -5 hours of life.
Total:−23 200 Р, −5 hours of life, goods immediately.
Do not go to customs, reorder the goods:
- −60 € for return shipping;
- −60 € for redelivery;
- +5 hours of life.
Total:−8600 R, goods in two months.
How to keep your mind at customs
- If you are waiting for an expensive package from abroad, add its track to your personal account on the Russian Post website to be aware of the fate of that package. So you do not miss the moment when she gets stuck at customs.
- Don't hesitate until you receive an official letter from customs. Go there without a letter only if the parcel is about to expire. Now the shelf life is 14 days.
- Take a copy of your passport, cash and all conceivable documents for the purchase, including a bank statement for the purchase. Product photos, screenshots from the site - print everything.
- Collect as many documents as possible to resolve issues with the package in one trip. Better to print ten extra pages than spend ten extra days going to the inspectors.
- Get ready for 5 hours in line. Organize a live queue yourself so that no one freaks out.
- First study what is prohibited for import into Russia, and if possible do not provoke the customs officer with these words.
- If the problem is duties, consider what is more profitable: pick up the goods at customs now or re-order it in a month or two.
Despite the fact that sending purchases by mail has long been the standard method of delivery, nevertheless, this one is not without numerous drawbacks. Quite often it happens that at one of the stages of processing your parcel, various kinds of problems arise. This happens for several reasons:
What should I do if there is a delivery delay? Where and how to apply? Is there any hope to still receive your order? We have tried to answer all these questions in the form of specific practical recommendations that will help you outline a plan of action.
The application should indicate that you did not receive the parcel - "Departure (transfer) did not arrive." All fields must be filled up to the line of the tear-off coupon. Fill example.
With the invoice, printed application and passport, go to your post office. The head of the department or an authorized employee must complete the tear-off slip, separate it from the rest of the application, and hand it to you.
Postal rules require you to respond to your application in writing within 60 days, but it's best to get the results over the phone within a week or two of filing. In most cases, such a statement initiates an enhanced search for your package, and it starts moving faster. A written response, as a rule, comes after the delivery of the parcel with such a general meaning that everything has been delivered, and the Post has fulfilled its obligations.
Parcel stuck on import
The scheme of actions in the event that the parcel arrived on the territory of Russia, but froze for a long time at the import stage, completely repeats the sequence of actions from the previous part.
If the parcel is completely lost and it happened on the territory of Russia, then the Russian Post will have to pay the sender a small compensation (the sender may refuse it in your favor by agreement). According to the rules, this should happen within 10 days after the official recognition of the loss. If this did not happen, then you need to write in 2 copies demanding compensation.
Sample text of the statement.
FSUE Russian Post
from __________
your address ___________
your phone number ________
Claim
"___" __________ 20__ I used the services of the Federal State Unitary Enterprise "Post of Russia" for the forwarding of international mail. The parcel was sent from the post office to the address: ___________________. Shipping cost ___________________, shipping number ______________. The parcel arrived in Russia on "___" __________ 20__.
Services were not provided in full (violation of the delivery time). My parcel has been in _________ for more than ______________ days (indicate the last point where the parcel was fixed by the track number) and has not been delivered to me so far. This is confirmed by a link to tracking mail https://pochta.ru/. As of today, shipment status: ________
(Print and attach a screenshot of the parcel path by track number)
I have suffered the following losses:
shipping cost _________________;
the cost of sending __________________.
In this regard, I demand, within the time period established by law, to consider and respond to my claim, to find and hand over the parcel to me or pay compensation.
Sincerely, ______________
"___" __________ 20__
With these documents, visit your post office again and give them to your boss. On one of the copies of the application, you must put a mark on the registration of the claim and pick it up for yourself.
To ensure that your application is definitely not lost, an electronic copy of this application can be sent to the email address of the Russian Post for working with customer applications: [email protected]
If for a long time there was no response from the Russian Post, then Roskomnadzor can be involved in solving the problem. To contact this state body, you can use the online form, where in the subject of the appeal, select "Provision of communication services (Internet, mobile communications, mail, telegraph, TV, radio, etc.)".
An example of filling out this form.
Moscow and the Moscow Region should be chosen as the place of consideration. It is better to choose a written form as a response method - this way you will have an official document on hand that will come in handy if you want to go to court. If not, then simply select an email response.
Should be something like this.
Claim
On February 11, 2015, a registered international postal item (hereinafter referred to as IGO) was sent from China to me, ________________, with the tracking number RO946250***CN.
On February 14, 2015, shipment RO946250***CN left the territory of China and was sent to the territory of the Russian Federation.
As of March 14, 2015, shipment RO946250***CN was registered on the territory of the Russian Federation at the "Import" stage.
As of 04/14/2015, the shipment RO946250***CN has not been delivered to me.
Taking into account the non-compliance with the delivery time of the MPO RO946250 *** CN, carried out by the Federal State Unitary Enterprise Russian Post and based on the foregoing, guided by Art. 12 of the Federal Law of May 2, 2006 N 59-FZ "On the procedure for considering applications from citizens of the Russian Federation",
1. Determine the reason for the delay of MPO RO946250***CN on the territory of the Russian Federation.
2. To oblige FSUE "Russian Post" to carry out actions to search for MPO RO946250 *** CN and send an official written response to me about the results.
3. In case of loss of IGO RO946250***CN, make full payment of compensation in the manner prescribed by law.
Such appeals sometimes miraculously act on acceleration. During a major traffic jam at the post office in 2013, massive complaints from citizens following a similar pattern forced the leadership of the Russian Post to significantly speed up the process of passing correspondence.
Parcel stuck at the customs clearance stage
If your package is stuck at the stage of customs inspection, and you do not receive any notifications from this service, then it's time to contact the customs authorities yourself to find out the fate of the package. It is necessary to contact customs even if the parcel is there for more than 1 day, since this is the standard time for customs clearance.
You can also contact the customs authorities through the online form. An example of filling in the fields.
Approximately next.
My registered package from China with the track code RO946250***CN arrived at the customs on February 12, 2015 and has not been transferred to the Russian Post for more than __ working days.
The specified period exceeds the accepted standards for customs inspection of the IGO.
I beg
1. Indicate the reason for the delay.
2. Give explanations about the violation of the terms of processing and verification of IGOs.
3. Provide me with information about the actual location of my shipment.
4. Explain the order of actions required from me.
To return the money.
We wish you never lose your parcels and always receive them on time!
