Good day!
I am almost sure that those people who have ordered more than once or twice, and sent parcels, made purchases in online stores, etc., faced all sorts of problems at the post office.
And it is far from uncommon in this list of problems when the mail does not give you your parcel (in fact, since relatively recently I encountered this myself - I decided to sketch out a similar article, maybe it will help you with something 👌).
Note: I personally have nothing to do with mail, and I do not want to denigrate or whitewash employees, or the organization itself. Everything written below is a matter of personal experience. I do not urge anyone to break down doors and extort their package ...
👉 To help!
I also recommend that you read another article of mine on how to find out and track the movement of your parcel
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How to get your parcel in the mail if it is not given
Tip # 1: caveats
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I can't help but start the article with one important, in my opinion, remark (or recommendation). If possible, when buying from an online store, try not to use mail services.
Of course, I understand that in many cases there is no alternative, and if there is one, then sometimes an exorbitant amount is asked for the delivery service (often several times higher than the cost of the goods!). And nevertheless, all the same time is money (and nerves are more expensive).
What are the delivery options (when ordering from AliExpress)
Although, some may argue with me and say that their mail is working fine. I have no doubt - everywhere there are different departments, different people, a different approach (and for sure, there are departments where everything is given and such conflict cases are minimal).
But people who are so lucky are unlikely to read my article ...
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If you are not given the parcel, then for a start, do not be nervous and do not start being rude (unfortunately, you have to observe this). Shouting will not help the business in any way (it only takes time and exhausts nerves - both for you and the employee), we are still for a constructive solution to the problem ✌.
Better put your energy into remembering the postal worker (full name), branch number, time of contact, some individual details and information about your parcel (if you are told this). This data will be needed for further contact with various authorities ...
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Recommendation # 2: a few words about the track code
Parcels (including small ordered packages) can be sent with or without a track code. So, if your package without track code - then it is almost impossible to track its movement. And if it gets lost in any area - I think your chances of finding it are minimal!
Usually, very inexpensive and cheap things are sent in such packages. Often these packages are put in the mailbox along with other letters, newspapers, etc.
If your parcel has a track code, then before going to pick it up, check if the parcel has arrived at your post office. I talked about how to check where the package is now in this article: 👉 //ocomp.info/kak-otsledit-i-znat-gde-posyilka.html
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Recommendation # 3: a notice is not required to pick up the parcel
Many people mistakenly believe that until the postman brings a notice that the parcel has been delivered, then it cannot be picked up.
To pick up a parcel - it is not necessary to wait for the notification, it is enough to take your passport and know the track code so that your parcel can be found and issued. And the notice that is brought to you in the mailbox will be filled in by the postal officer in front of you and will give you a signature ...
Track Code on Mailing Notice
👉 Some post offices work in such a way that you can not wait for the notification at all (for example, for the last 3-4 years I have not received a single notification and not a single letter in the mailbox, although there should have been more than a dozen of them there during this time!).
By the way, when you check the status of your parcel on the Russian postal website - if it is waiting for you at the post office, you will be prompted to print and fill out a notice (see the screen below).
If you do not have a printer, then you can get by with a passport and a track code (as I said above).
notethat the mail site should exactly indicate that "Departure awaits at branch such and such ..." ... And then some go to the wrong branch, or confuse intermediate (transit) post offices with their own.
To receive a parcel at the department, you need to: print and fill out a notice and an identity document
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Recommendation number 4: the parcel is not given - call the manager + book of complaints
And so, we approached, in fact, directly to the conflict situation. They came for the parcel (which should be issued), and in response to you the postal officer says that it is not.
By the way, anything can be a pretext: the information on the mail site is incorrect, wait for a notification, there is no information, wait for a repeated notification, etc.
Here, for a start, you do not need to shout and scandal, as I said above - remember (or better write down) the employee's full name, department number, current time. Next, ask to invite the head of the department and explain the problem.
Typical branch
If there was no effect, ask for a book of complaints (usually, it is in a prominent place, at some stand) and describe the situation specifically (without non-normative vocabulary and harsh phrases). This was the first step ...
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Recommendation number 5: we make a complaint to the management of the post office
Further, I recommend that you compose and send an appeal to the mail management. This can be done on the page: //www.pochta.ru/claim (you can file a complaint against the postman, post office, start searching for a parcel, etc.)
Several rules for writing an appeal:
- clearly and briefly describe the problem (preferably with the name of the employees who were in a particular department when you applied);
- it is advisable to attach any documents, scans, photos to the appeal, for example, information that the parcel with this track code was delivered to the post office;
- indicate your real data (full name), your work e-mail and mobile phone (it was on it that they told me that with the parcel, and helped to solve the problem);
- write without emotion, swearing, insults. At the end, indicate what you require. Those. You should get a brief description of the problem with a specific and clear claim so that anyone who reads your message understands what it is about.
After thatAs you send a message, you will receive a notification by e-mail about whether the appeal has been registered and what its number is.
Now it remains to wait for a response (5 days for claims regarding postal items and postal orders sent within one locality; 30 days for all other domestic mailings and postal orders).
Practice. On average, it takes about several days to respond to your complaint (at least, neither I nor my acquaintances waited more than 3-4 days for an answer).
One more moment: the robot can respond to your first request (or the employees respond this way). Write your claim again, adjust it depending on the answer. It took me 3 posts until the problem was resolved.
I want to note that referring to the manual is quite effective. According to your specified mob. By phone, most likely, the head of the post office will contact you to clarify the details (and most likely, the issue will be resolved).
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Recommendation No. 6: if there is no reaction, a complaint to Roskomnadzor
If your appeal was left without attention (or you were delicately sent away, giving a link to the work regulations ... etc.), you can contact Roskomnadzor.
This can also be done electronically, the website address is: //rkn.gov.ru/treatments/ask-question/
In principle, all those rules for filling out an appeal that I gave above are relevant here as well. You can even send the same complaint with a slight tweak. By the way, indicate that you have already filed a complaint with the post office, and give their answer.
One more moment.
If the regional branch of Roskomnadzor does not give you a clear answer, try to select the region Moscow and Moscow Region when you contact us! The fact is that almost 95% of parcels arrive here, and then go from the capital to the regional post offices.
PS
Honestly, I don't see any point in going with the complaints above with the most common package (unless, of course, your package, which is of great value, has not been damaged or lost).
If, after a complaint to Roskomnadzor, your package is not found, I think that it will not be found at all ...
If you want to go higher and further - contact the prosecutor's office and the court (and there it will not be superfluous to cite your complaints and the answer to them).
I personally did not reach the prosecutor's office, in my case everything was decided after a complaint to the management of the post office (therefore, further I am not your advisor 👀).
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Additions on the topic - welcome ...
That's all for now, fewer problems with mail!
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First published: 08/30/2017
Correction: 01/30/2020
