We work with EMS to violate the terms of delivery of parcels - instructions

    A recent post in "I Resent" about the work of EMS in our country and the complete nonsense of postal workers has revealed a need for instructions on what can be done so that someday EMS parcel problems stop.

    Immediately upset - you can’t manage the package in any way. If it doesn’t “fly” to Russia for a long time (that is, the status is Export, but Import is not), then hardly anything will help. However, we insure, we take the steps described below.
    I can also please: 95 percent of the packages still arrive. The volume for comparisons is about 10 parcels per month from the USA and Europe.
    I draw your attention to the fact that I receive many parcels (60 percent of all shipments) “from myself”, using a service like Shipito. In some cases, this means that the post office cannot refuse claims because they appear to be “not the sender”. However, in many cases, I recommend going and fighting for your package using the processes and documents presented below.

    Almost always, when a parcel flies to us, we have somehow or other gotten its tracking number (for tracking). By emspost.ru or russianpost.ru we can track the current status of the package.
    The most common violation of deadlines and loss is the status between Export and Import. Import may simply not occur. At this time they say on the phone that "the parcel is prepared for dispatch by another country, but there is no information that it was sent." The procedure is this: after Export from the sending country, the parcel arrives at the Customs in Russia, and after that it is “received” by EMS (Russian Post).

    Let's go:
    1) Export status does not change to Import for more than 7 days (the norm is 2-5 days in practice) - there are a lot of opinions on the Internet that are happening with the parcel at this time. Ideally, she came to Russia, admitted by the Customs, but the Post does not pick her up on time.

    In any case, at this stage you need a “kick” to the FCS (Federal Customs Service).
    Written appeals can be sent directly via the Internet: We will contact the FCS , section - Non-receipt of IGOs

    The content of the message may be as follows:
    “Dear FCS!
    My registered package from ( indicate the sending country ) with the tracking number “____________” ( indicate your tracking number ), has not been sent to Russian Post for more than 7 business days.
    I ask you to clarify the situation and explain why, on your part, the deadlines for processing and checking MPOs are violated. And also provide me with information about the location of my departure.
    What actions should I take to receive my shipment? ” (the question at the end should be raised, but in what form - think up how it is closer to you). "

    2)Import status has appeared, then plugging up
    Here it is already the work of our Mail (or EMS), the current terms for the passage of parcels can be found here: www.russianpost.ru/rp/servise/ru/home/postuslug/termsdelivery/termsdeliv_external

    Accordingly, in this part of the violation addressed to the mail of Russia. I draw your attention to the fact that the maximum period in Russia (after Import) for today is 11 days. If the parcel has not been received within the time specified for your city, we write a search application directly at the Russian Post office. There is a difficulty: you will need a document (receipt) about sending, so usually I ask the seller to send me her scan. The application is recorded (sometimes with fights, but must do) and now only wait for the results.

    Along with this, here you can also send a complaint to the Ministry of Communications:
    minsvyaz.ru/ru/directions/questioner - briefly describe the current situation, at the end season with the question "how to get it?" or "what to do to receive?" etc.

    3) The most interesting. When the parcel has already been delivered, but the terms are violated.
    Upon receipt of the parcel, we file an application for compensation in connection with the violation of the delivery time. It is as a recipient that you have the right to do so. An application is filed at the post office by index where the parcel is expected. With your passport and a scan of the receipt of departure. Sometimes with fights.

    Along with this, we are also making a complaint to the Ministry of Communications:
    minsvyaz.ru/en/directions/questioner - describe the date the parcel passed, indicate the number of days, the cost of departure. Wait for the reaction.

    When we demand compensation, we are guided by this document:

    Appendix No. 1
    to the order of the FSUE Russian Post
    dated January 14, 2008 No. 1-p

    REGULATION
    on the procedure for the payment of compensations to users of EMS international and internal express mail services

    3.1.2. Compensation amounts for violation of the control deadlines for sending and delivering EMS items (both domestic and international EMS shipments):
    In case of violation of the control and deadlines for sending and delivering EMS items established and currently in force, the sender will be paid a refund in the following amounts:
    - for violation of the control terms of shipment and delivery up to two days inclusive, the sender is paid a refund in the amount of 30 (thirty) percent of the tariff for shipment;
    - in case of violation of the control terms of shipment and delivery from three to five days inclusive, the sender is paid a refund in the amount of 50 (fifty) percent of the tariff for shipment;
    - in case of violation of the control terms of shipment and delivery of more than five days, the sender is paid a refund in the amount of 100 (one hundred) percent of the tariff for shipment.

    4.1.1. The deadlines for claims by users of EMS services
    - for international EMS shipments - are six months from the day after the day the shipment was submitted, unless otherwise specified by bilateral agreements between FSUE Russian Post and foreign Postal administrations.
    4.1.2. Claims Duration
    “EMS Russian Post” considers the application for payment of compensation and gives a written response to the applicant within no more than two months from the receipt of the application.

    So far, I’m ready to answer questions and share my experience.
    I took a lot of information from the ebay-forum, shophelp sites, but nevertheless I took all the steps described and now described them on my own.

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