Decoding the status of international postal items. The parcel got stuck at customs. What to do

Although sending purchases by mail has long been a in a standard way delivery, however, this is not without numerous disadvantages. 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 to do if there is a delivery delay? Where and how to contact? Is there any hope of still receiving my order? We tried to answer all these questions in the form of specific practical recommendations, which will help you outline a plan of action.

The statement should indicate that you did not receive the parcel - “The shipment (transfer) was not received.” All fields must be filled out up to the tear-off coupon line. Example of filling.

With the invoice, printed application and passport, contact your post office. The department manager or authorized officer must fill out the tear-off slip, separate it from the rest of the application, and hand it to you.

According to postal rules, your application must be answered in writing within 60 days, but it is better to hear the results by telephone within a week or two after submission. In most cases, such a statement initiates an intensive search for your package, and it begins to move faster. A written response, as a rule, arrives after delivery of the parcel with such general meaning that everything has been delivered and the Post has fulfilled its obligations.

Parcel stuck at import stage

Scheme of action in the event that the parcel arrived on the territory of Russia, but for a long time froze at the import stage, completely repeats the sequence of actions from the previous part.

If the parcel is completely lost and this happens on the territory of Russia, then Russian Post will have to pay the sender a small compensation (the sender, by agreement, can refuse it in your favor). According to the rules, this must happen within 10 days after the official recognition of the loss. If this does not happen, then you need to write in 2 copies demanding payment of compensation.

Sample text of the application.

FSUE Russian Post
from __________
your address___________
your phone ________

Claim

“___”__________ 20__ I used the services of the Federal State Unitary Enterprise “Russian Post” for sending international items. Parcel sent from post office at: ___________________. Shipping cost ___________________, shipping number ______________. The parcel arrived in Russia on "___"__________ 20__.
Services were not provided in full (delivery deadline was missed). My parcel has been in _________ for more than ______________ days (indicate the last point where the parcel was recorded using the track number) and has not yet been delivered to me. This is confirmed by a tracking link. postal items https://pochta.ru/. As of today, shipment status: ________
(We print and attach a screenshot of the parcel’s route using the track number)
I suffered the following losses:
shipping cost _________________;
postage cost_________________.
In this regard, I demand that, within the period established by law, they consider and respond to my claim, find and deliver the parcel to me, or pay compensation.
Sincerely, ______________
"___"__________ 20__

With these documents, visit your post office again and give them to your boss. You must put a mark on one copy of the application indicating that the claim has been registered and take it for yourself.

To ensure that your application is not lost, electronic copy This application can be sent to email address Russian Post for working with customer requests: [email protected]

If for a long time there is no response from the Russian Post, then Roskomnadzor can be involved in solving the problem. To contact this government agency, you can use , where in the subject of the request 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 in your hands, which will be useful if you want to go to court. If not, simply choose to reply via email.

It should be something like this.

Claim

On 02/11/2015, a registered international postal item (hereinafter referred to as IPO) with tracking number RO946250***CN was sent from China to me, ________________.
02/14/2015 departure RO946250***CN left the territory of China and was sent to the territory Russian Federation.
As of March 14, 2015, shipment RO946250***CN was registered in the Russian Federation at the “Import” stage.
As of April 14, 2015, the shipment RO946250***CN was not delivered to me.
Taking into account the failure to comply with the delivery time of MPO RO946250***CN, carried out by the Federal State Unitary Enterprise "Russian Post" and based on the above, guided by Art. 12 of the Federal Law of May 2, 2006 N 59-FZ “On the procedure for considering appeals from citizens of the Russian Federation”,

1. Establish the reason for the delay of MPO RO946250***CN on the territory of the Russian Federation.
2. Oblige the Federal State Unitary Enterprise “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 MPO RO946250***CN, make full payment of compensation in the manner prescribed by law.

Such appeals sometimes have a miraculous effect on acceleration. During a major traffic jam at the post office in 2013, mass complaints from citizens following a similar pattern forced the management of the Russian Post to significantly speed up the process of processing correspondence.

The parcel is stuck at the customs clearance stage

If your parcel is stuck at the customs inspection stage, and you do not receive any notifications from this service, then it is time to contact the customs authorities yourself to find out the fate of the parcel. You must contact customs even if the parcel has been there for more than 1 day, since this is the standard period for customs clearance.

You can also contact the customs authorities. An example of filling out the fields.

About the next one.

My registered package from China with track code RO946250***CN arrived at customs on 02/12/2015 and has not been handed over to Russian Post for more than __ working days.
The specified period exceeds the accepted standards for customs inspection of IPOs.

Please
1. Indicate the reason for the delay.
2. Provide explanations regarding the violation of the deadlines for processing and checking the MPO.
3. Provide me with information about the actual location of my shipment.
4. Explain the procedure required of me.

To get the money back.

We wish you never to lose your parcels and always receive them on time!

Delivery to the addressee

Delivery to the recipient

Means the actual receipt of the postal item by the recipient specified in the postal item.

Flew to destination country

The postal item will be handed over to the post office of the destination country for delivery to one of the places of international postal exchange, and subsequent import/export operations.

Departed from the airport

The following status will not be displayed immediately upon arrival at the airport of the destination country, but after the mail item arrives and is accepted (unloaded, processed and scanned) by the postal service.
This may take from 3 to 10 days.

The postal item has departed from the airport of the sender's country and is heading to the destination country.

After the parcel leaves the territory of the sender's country and arrives at the destination country, such shipments are re-marked with untraceable track codes and are no longer tracked.

When the parcel arrives at your post office, you will receive a paper notification with which you need to come to the post office and receive the parcel.

Released by Customs

The customs clearance procedure has been completed, and in the near future the postal item will be handed over to the post office of the destination country for further delivery to the recipient.

Ready for shipment

Ready to ship

Means that the postal item is packaged, marked and will be sent soon.

Detained by customs

This operation means that the postal item is detained by FCS employees to carry out measures to determine the purpose of the postal item. When receiving goods by international mail within a calendar month, the customs value of which exceeds 1000 euros, and (or) the total weight of which exceeds 31 kilograms, in part of such excess, it is necessary to pay customs duties and taxes using a flat rate of 30% of the customs value of the goods , but not less than 4 euros per 1 kilogram of their weight. If information about the goods sent to the MPO is missing or does not correspond to the actual information, this significantly increases the time spent on processing shipments, since there is a need to conduct a customs inspection and document its results.

Submission

The parcel was sent to the wrong zip code or address, an error was discovered and the parcel was redirected to the correct address.

Import international mail

The operation of receiving the item in the recipient's country.

All mail arriving on the territory of the Russian Federation from air flights begins its journey at the aviation postal department (AOPP) - a special postal warehouse at the airport. Within 4–6 hours, shipments from the aircraft arrive at the AOPP, the containers are registered, and their integrity and weight are checked. Mail is registered in an electronic database. During registration, the barcode is scanned, data is entered about where the container is addressed (for example, MMPO Moscow), from which flight it arrived, about the country and date of formation of the container, etc. The time of these operations can be increased from 1 to 7x days due to the limited capacity of the AOPP.

The next operation after export from the country of origin, which is reflected on the website when tracking the shipment, is import into the destination country. Import information appears after the shipment is transferred by the carrier to the postal operator of the destination country. Operation “Import” means that the shipment arrived on the territory of Russia and was registered. International shipments arrive in Russia through the international postal exchange place (IMPO). There are several MMPOs in Russia: in Moscow, Novosibirsk, Orenburg, Samara, Petrozavodsk, St. Petersburg, Kaliningrad, Bryansk. Choosing the city where exactly to go international shipment depends on the sender's country. The choice depends on the availability of regular flights and free carrying capacity in a particular direction.

Unsuccessful delivery attempt

Assigned if postal operator reported that an attempt was made to deliver the item to the recipient, but for some reason delivery did not take place. This status does not display specific reason non-delivery.

Options for further action:

New delivery attempt
The parcel will be transferred for storage until demand or until the circumstances are clarified.
Return to sender

What to do if you receive this status:

It is necessary to contact the post office delivering the item and find out the reason for non-delivery.
You must contact the post office yourself to receive the shipment without waiting for notification.

Processing

Processing at an intermediate point

The parcel arrived at one of the sorting centers for processing and further dispatch to the recipient.

Processing at the sorting center

Status Processing at the sorting center - assigned during the delivery of the shipment through intermediate sorting centers postal service. In sorting centers, mail is distributed along main routes. Parcels are reloaded from one transport to another, for further dispatch to the recipient.

Processing completed

Generalized status, meaning the completion of processing of a mail item before sending it to the recipient.

Awaiting delivery to the post office

Means that the postal item is packaged, marked and will be sent soon.

Awaiting shipment

Means that the postal item is packaged, marked and will be sent soon.

Awaiting quality check

Means that the parcel is not yet complete and is in the seller's warehouse awaiting verification of the contents before shipping.

Upload operation completed

Generalized status, meaning that the parcel has left the warehouse / intermediate sorting center and is heading to the next sorting center towards the recipient.

Export operation completed

The customs clearance procedure has been completed, the postal item has been handed over to the post office of the destination country for further dispatch to the recipient.

Shipment from the seller's warehouse

The parcel has left the seller’s warehouse and is moving towards a logistics company or post office.

Cancel shipment

Generalized status, meaning that the parcel (order) for some reason cannot be sent (continue further movement).

Sending to terminal

The parcel is sent to the postal terminal at the airport to be loaded onto a plane and sent to the destination country.

Item is ready for dispatch

Means that the postal item is packaged, marked and will be sent soon.

Sent

Generalized status, meaning the sending of a postal item from an intermediate point towards the recipient.

Sent to Russia

The postal item will be transferred to Russian Post for delivery to one of the places of international postal exchange, and subsequent import/export operations.

Sent to destination country

A postal item in the process of being transferred to the mail of the country of destination, for delivery to one of the places of international postal exchange, and subsequent import / export operations.

Pay attention!
The following status will not be displayed immediately as soon as the parcel arrives in the country, but after the postal item is accepted (unloaded, processed and scanned) by the postal service.

This may take from 3 to 14 days, depending on the workload of the international postal exchange location.

Sent from warehouse to sorting center

As a rule, this status means that the foreign sender (seller) brought your parcel to the local post office.

Transferred for storage

Means the arrival of the item at the recipient's post office (OPS) and transfer to storage until it is delivered to the recipient.

As soon as the item arrives at the department, employees issue a notice (notification) that the item is in the department. The notice is given to the postman for delivery. Delivery is carried out on the day the item arrives at the department or the next day (for example, if the item arrived at the department in the evening).

This status indicates that the recipient can independently contact the post office to receive the shipment without waiting for a notification.

Transferred to customs

In the sender's country

In the recipient's country

Loading onto the plane

Loading onto the plane before departure to the destination country.

Loading into transport

Preparations for shipment are completed

Means that the postal item is packaged, marked and will be sent soon.

Preparing for shipment

Means that the postal item is packaged and marked for further dispatch.

Preparation for export

Packaging, labeling, loading into a container and other procedures necessary for shipment to the destination country.

Left the airport

In the sender's country
The postal item has departed from the airport of the sender's country and is heading to the destination country.
The following status will not be displayed immediately upon arrival at the airport of the destination country, but after the mail item arrives and is accepted (unloaded, processed and scanned) by the postal service. This may take from 3 to 14 days.

In the recipient's country
The postal item is delivered to one of the places of international postal exchange for subsequent import operations.

Left the international sorting center

The postal item is sent to the country of destination, for delivery to one of the places of international postal exchange, and subsequent import/export operations.

Left the place international exchange

The shipment has left the place of international postal exchange and is then sent to the sorting center. From the moment the shipment leaves the MMPO, delivery times within Russia begin to apply.

According to information received from Russian Post, the status “Left the place of international exchange” can last no more than 10 days. If after 10 days the status has not changed, this is a violation of delivery deadlines, which can be reported to the Russian Post Office by calling 8 800 2005 888 (toll-free call), and they begin to respond to this application.

Left the mail terminal

The postal item has left the intermediate point of its route and is heading towards the recipient.

Left the warehouse

The parcel has left the warehouse and is moving towards the post office or sorting center.

Left the sorting center

The postal item has left the sorting facility postal center and is directed towards the recipient.

Left the sorting room ShenZhen Center Yanwen

The mail has left the sorting center of the logistics company Yanwen Logistics and is heading towards the recipient.

Left transit country

The postal item left the sorting center in a transit (intermediate) country, was sent to the destination country, for delivery to one of the places of international postal exchange, and subsequent import / export operations.

Information about the postal item has been received

Received information about postal shipment to electronic form

Means that the seller has registered the postal item (track code) on the postal (courier service) website, but in fact, the postal item has not yet been delivered postal service. As a rule, from the moment of registration until the actual delivery of the parcel, it can take from 1 to 7 days. After the parcel is transferred, the status will change to “Reception” or similar.

Received for further processing

The parcel arrived at one of the sorting centers for processing and further dispatch to the recipient.

Postal item is registered

It means that the seller has registered the postal item (track code) on the postal (courier service) website, but in fact, the postal item has not yet been transferred to the postal service. As a rule, from the moment of registration until the actual delivery of the parcel, it can take from 1 to 7 days. After the parcel is transferred, the status will change to “Reception” or similar.

Arrived

Generalized status meaning arrival at one of the intermediate points such as: sorting centers, postal terminals, airports, ports, etc.

Arrived at the airport

The parcel arrived at the airport for unloading, loading, processing and further shipment to its destination.

Arrived at the international sorting center

Arrived at the delivery location

Indicates the arrival of the item at the recipient's post office (OPS), which must deliver the item to the recipient. As soon as the item arrives at the department, employees issue a notice (notification) that the item is in the department. The notice is given to the postman for delivery. Delivery is carried out on the day the item arrives at the department or the next day (for example, if the item arrived at the department in the evening).

This status indicates that the recipient can independently contact the post office to receive the shipment without waiting for a notification.

Arrived at the post office

Indicates the arrival of a postal item at the recipient's post office, which must deliver the item to the recipient. This status indicates that the recipient needs to contact the post office to receive the shipment.

Arrived in Russia

Arrived at the sorting center

Indicates the arrival of a postal item at an intermediate postal node for sorting, selecting a route and sending it to the recipient.

Arrived at ShenZhen Yanwen sorting center

Indicates the arrival of a postal item at the intermediate sorting center of the logistics company Yanwen Logistics, for sorting, selecting a route and sending it to the recipient.

Arrived at the sorting center of the destination country

The postal item has arrived at the sorting center of the destination country for subsequent import/export operations.

Arrived at destination country

The postal item has arrived in the country of destination at the place of international postal exchange for subsequent import/export operations.

Arrived in transit country

The parcel arrived at one of the sorting centers of the transit (intermediate) country for processing (sorting) and further dispatch to the recipient.

Arrived at the small package processing center

Indicates the arrival of a parcel at the postal distribution center for sorting, selecting a route and sending it to the recipient.

Arrived at warehouse

The parcel arrived at the warehouse for unloading, labeling, processing, loading and further dispatch to its destination.

Arrived at the terminal

Means arrival at an intermediate terminal for unloading, loading, processing and further dispatch to the destination.

Arrived in the territory of the Russian Federation

The postal item arrived on the territory of Russia, for further import and dispatch to the recipient.

Reception

This means that the overseas sender (seller) has brought your parcel to the local post office. At the same time I filled in everything necessary documents, including the customs declaration (forms CN 22 or CN 23). At this time, the shipment is assigned a unique postal id– special bar code (Track number, Track code). It is located on the check (or receipt) issued upon acceptance of the postal item. The “Reception” operation shows the place, date and country of receipt of the item. After acceptance, the parcel moves on its way to the place of international exchange.

Reception by the customs service of the country of destination

The status means that the shipment has been transferred to the Federal Customs Service (FCS) for clearance. At MMPO, shipments undergo a full cycle of processing, customs control and clearance functions. Postal containers arrive under the customs transit procedure. They are then sorted by type and transferred to various areas. Shipments with product contents undergo X-ray inspection. By decision of the customs officer, the postal item may be opened for personal control; the reason for personal control may be violations of property rights, a commercial consignment, targeting a consignment that may contain substances prohibited for shipment. The postal item is opened by the operator in the presence of a customs officer, after which a customs inspection report is drawn up and attached to the item.

Reception at customs

In the sender's country
The postal item was handed over to the customs service of the sending state for inspection and other customs procedures. If the package will be tested customs successfully, then it will be sent to the destination country.

In the recipient's country
The status means that the shipment has been transferred to the Federal Customs Service (FCS) for clearance. At MMPO, shipments undergo a full cycle of processing, customs control and clearance functions. Postal containers arrive under the customs transit procedure. They are then sorted by type and transferred to various areas. Shipments with product contents undergo X-ray inspection. By decision of the customs officer, the postal item may be opened for personal control; the reason for personal control may be violations of property rights, a commercial consignment, targeting a consignment that may contain substances prohibited for shipment. The postal item is opened by the operator in the presence of a customs officer, after which a customs inspection report is drawn up and attached to the item.

Reception at customs

In the sender's country
The postal item was handed over to the customs service of the sending state for inspection and other customs procedures. If the parcel passes the customs check successfully, it will be sent to the destination country.

Reception from sender

This means that the overseas sender (seller) has brought your parcel to the local post office. At the same time, he filled out all the necessary documents, including the customs declaration (forms CN 22 or CN 23). At this time, the shipment is assigned a unique postal identifier - a special bar code (Track number, Track code). It is located on the check (or receipt) issued upon acceptance of the postal item. The “Reception” operation shows the place, date and country of receipt of the item. After acceptance, the parcel moves on its way to the place of international exchange.

Accepted by carrier

Indicates that the sender (seller) has transferred your order to a local carrier. At this time, the shipment is assigned a unique postal identifier - a special bar code (Track number, Track code). It is located on the check (or receipt) issued upon acceptance of the shipment.

Sorting

The parcel has arrived at one of the sorting centers and is being processed. After some time, the parcel will leave the sorting center for further dispatch to the recipient.

Customs clearance

Transportation of mail from one sorting center to another, towards the recipient. On average, an export operation takes from 7 to 14 days, but sometimes this operation can take up to 60 days.

Export (content check)

The postal item was handed over to the customs service of the sending state for inspection and other customs procedures. If the parcel passes the customs check successfully, it will be sent to the destination country.

On average, an export operation takes from 7 to 14 days, but sometimes this operation can take up to 60 days.

If the shipment is in the “Export” status, then it is impossible to track it (find out what exactly is happening to it); only at the import stage will you be able to see your package and monitor its further movement. The use of transit transportation and certain restrictions often delay shipments. However, if your parcel was sent more than 3 months ago, but has not received the “Import” status, then the sender needs to contact the post office and apply for a search.

Export, processing

Indicates the actual dispatch of the postal item to the destination country.

The “Export” status includes the transfer of the parcel to a foreign carrier, which, by land or air transportation, transports it to the MMPO of the destination country. As a rule, this status is the longest and the transition to “Import” may take some time. This happens due to the characteristics of flight routes and the formation of the optimal weight for transporting it by plane. For example, shipments from China may be delayed due to the fact that cargo planes can carry at least 50 - 100 tons.
On average, an export operation takes from 7 to 14 days, but sometimes this operation can take up to 60 days.

Electronic registration postal item

This summer, our Russian Post completely infuriated me, and I decided to start fighting it. In general, after wandering around Airek, I realized that our parcels take a long time, and this is wrong. If the parcel is coming more than 30 days from abroad is a violation, and if we do not declare it, the Post Office thinks that we are happy with everything, and its statistics do not spoil. And as soon as we start to act, to complain, the statistics spoil, they need to be corrected, and so the mail starts working.

So, my review is for those who have a track number. Do not spare money on it, because if your parcel gets stuck somewhere for a long time and you prove it, then the money for delivery will be returned to you partially or in full, and so you at least know where your parcel is. It’s just that in other countries the track number itself is confirmation that the parcel was sent. But we have all the papers and papers. As they say, Without a piece of paper you are a bug.

This means that if your parcel takes longer 30 days, we begin to act. First you need to request a check or invoice from the sender.

After downloadstatement from the Russian Post website and fill it out. But here you need to take into account one point: even if your package is stuck somewhere, you should note: Item not received, otherwise no one will look for your parcel. Well, the statement there is simple, everything is intuitive. We fill out one copy, take a printout of the invoice/receipt with us, don’t forget about your passport and go to the post office. There they must fill out a tear-off coupon and give it to you. You are waiting for a call within two weeks, if you have not received a call, call yourself. They wrote me the numbers at back side coupon. Here they are: 495-351-14-03, 495-351-60-00, 495-351-47-47, 495-351-44-94.

FSUE Russian Post

from __________________

your address____________

Your phone: +7___________

CLAIM

"___"__________ 2013, I used the services of the Federal State Unitary Enterprise "Russian Post" for sending international registered items, ___________________________. The parcel was sent from the post office to the address: ___________________. Shipping cost ___________________, shipping number ______________. The parcel arrived in Russia "___"__________ 2013.

Services were not provided in full (delivery deadline was missed). My parcel is more than ______________ in Moscow and has not yet been delivered to me. This is confirmed by a link to tracking postal items [link]. In particular, the status of the shipment today:

(Attached is a screenshot of the status)

I suffered the following damages: Shipping cost _________________, parcel cost _______________________

In this regard, I demand, within the period established by law: to respond to my claim, pay me compensation, find and hand over my parcel to me.

Sincerely ______________

"___"__________ 2013

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

This document we print it out, put our signature and also take it to the post office. We give one copy, we keep one for ourselves. The answer to it should come to you registered letter V mailbox. I was told that within 5 working days, but on the Internet they write that they can answer within two months.

But we still need this text, copy it and send it to email Russian Post (oil): [link]- here they answer consistently, but only on Mondays, well, at least for me only on Mondays.

They are obliged to answer. By the way, when you submit this form on the site there will be call code, it is also sent by mail, so, you can write it down and call Roskomnadzor and ask how the solution to your problem is going.

2. If the parcel is stuck at customs. This has never happened to me, all my parcels go through customs in 5 minutes, and by law they can only hold the parcel for 24 hours if there are no problems.

“Dear FTS!

My custom package from (indicate the sending country) with the tracking number “RT111222333HK” (indicate your tracking number) has not been transferred to Russian Post for more than... business days

(Here it is better to indicate the dates from which to which)

I ask you to clarify the current situation and explain why you are violating the deadlines for processing and checking IPOs. And also provide me with information about the location of my shipment.

What actions should I take to get this issue resolved?

Sincerely, …"

3. If the parcel disappears after leaving customs , then it will only help to do what I wrote at the beginning.

We are also writing a complaint to Rospotrebnadzor and the Ministry of Communications. We write either in free form. You can take the text from the claims above. Since I wrote there at the very beginning, I simply described my situation, it is necessary to indicate the track. But do not ask them to look for the parcel, this is not in their competence, they will simply abandon your application.

I did it all, it just looks scary. Thanks to the method from point 1, my parcel is now moving quickly, everything else is also about to be in my hands. I was looking for all this information to find my lost one, it’s been hanging around somewhere for 92 days, it’s still in progress.