What to do if your package is lost. Search for a lost parcel from China Application to search for your parcel

26.04.17 53 762 0

Find the shipment or get your money back

I often buy from online stores and use mail several times a month.

Most often, parcels arrive on time and without damage, but several times the post office let me down. In this article I will tell you how to track parcels and what to do if the parcel has not arrived.

Lyubov Vereshchinskaya

experienced buyer

Save all data

When there are a lot of purchases, there is a risk of losing or accidentally deleting letters that indicate numbers, order dates, track numbers, etc. To prevent this from happening, organize a simple and convenient storage system. Any of the tools you use will work for this: shortcuts in mail, notepads in Evernote, a folder in Dropbox. The tool is not important: what is important is that you put in the effort and save the order information.

For all expensive purchases, I make notes in Evernote with a description of the product and photographs from the store’s website. I also add the price and date of purchase there. I track all track numbers in the “Where is the package” application. When you need to contact a store or order something again, a shopping notebook saves a lot of time.

Check delivery times

Delivery times depend on the type of postal service, the city in which the recipient lives, and the country of origin of the goods.

Typically, stores indicate the average delivery time when placing an order. If delivery is free, then the seller will send the order using the cheapest operator, which takes longer to deliver than competitors. The higher the tariff, the faster the delivery will be.

Purchases from Europe are delivered on average up to 28 days, from the USA up to 30 days, from China parcels travel on average 40 days, but sometimes arrive in 90. Detailed statistics on international shipments are available on the website for tracking Track24 parcels.

Make sure your package is not stuck at customs, at a sorting facility, or upon departure. This happens not only in Russia. I once ordered boots from London during the Christmas sale and they sat at Heathrow Airport for a week due to Royal Mail being overloaded.

Until the parcel crosses the Russian border, the delivery service chosen by the seller is responsible for it. After the parcel has cleared customs, it is delivered by Russian Post. Some track numbers at this moment become untraceable.

In such cases, you need to add to the delivery time the days during which Russian Post delivers mail between Russian cities. There is a table with deadlines on the post office website, but I don’t believe in these numbers and always add the same amount even for delivery in Moscow.

For example, if a purchase from Aliexpress with a stated delivery time of 35 days has just left customs during this time, then to the post office In Nizhniy Novgorod According to the standard, it should arrive in three days. In reality, this is a minimum of six days, so the realistic delivery time increases to 41 days.

Write to the seller

Most often, sellers do not argue with this and themselves put the items on the wanted list, and the buyer is offered a full refund or resending. Once, my parcel from the UK crossed the border and was lost at a sorting point in Moscow. I contacted the store's support service, and the order was resent. The second time he arrived without any problems.

Chinese sellers from Aliexpress do not like to return money for a purchase if the delivery time has not passed for several months. I always agree with them to resend the order.

If the online store does not have Russian-language support and you do not speak English, translate the text using an automatic translator and send. Don’t be shy about machine translation: the main thing is that the seller understands the problem and you will return the money.

Open a dispute

Sometimes sellers send a defective product, make a mistake with the order, or do not pack the package securely enough. Sometimes the track number turns out to be fake, and the seller does not respond to messages. In all cases, the goods are considered undelivered.

If this is a purchase from online auctions “Aliexpress” or “Ibay”, then you can open a dispute about it. A dispute is a tool for resolving conflicts between a buyer and seller. The auction site, that is, the administration of eBay or Aliexpress, is responsible for their regulation. The general rules are similar: the site guarantees a refund to the buyer if the product was not delivered, arrived with defects, the seller made a mistake in completing the order or photographs and description of the product on the website do not correspond real.

To open a dispute, you need to contact the seller. On Aliexpress this can be done in the placed orders menu, on eBay - in the “Conflict Resolution Center” section of the website.

The seller is given several days to resolve the dispute; if during this time he does not get in touch or does not solve the problem, the site returns the full cost of the order to the buyer.

Disputes lower the seller's rating, so they try to quickly close them and submit an application for a refund after contacting them.

I use disputes to get money back from sellers who don't respond to messages.

If the purchase is not from an auction, but from a separate store, then a dispute on it can only be opened if the payment was made through the PayPal system - there is also a buyer protection system in place. In all other cases you need to write to the seller.

Go to the post office

Sometimes postal employees do not deliver postal notices, put them in the wrong box, or lose the package at the post office. If, judging by the track number, the package is already in Russia and you suspect that the post office is to blame, go ahead.

Take your passport with you and provide the tracking number of your parcel at the post office. The number will be checked and, if the package has been received, it will be released without notification. In this case, it is important not to miss the storage periods for shipments - 30 days for parcels and 6 months for parcels and small packages.

If the parcel is tracked at the department, but the employees refuse to look for it and say that they have not received anything, then this is a reason to call the Russian Post hotline and complain about the work of the department.

There is no point in putting a parcel on the wanted list that you did not send: until it is delivered to the addressee, postal items are the property of the sender. Therefore, Russian Post does not accept search applications without a copy of the delivery receipt and pays compensation first of all to the sender.

Complain by email

If the post office systematically loses packages, does not deliver notifications, refuses to accept applications, and calls lead to nothing, you can leave a complaint about this branch of the Russian Post on the Roskomnadzor website. For slow delivery and other operational irregularities, the department will receive a fine and, perhaps, improve.

Contact your bank

It is worth challenging a payment for a purchase through a bank only if all other methods of influencing the seller have not worked. Each case of conflict between the seller and the buyer is considered separately, so the bank advises clients on the situation. For example, he asks to send the defective product back, write a statement describing what happened with the purchase, and attach evidence that the product does not match

the description stated on the website. You can contact Tinkoff Bank for advice via chat, phone or email.

1. Remember
2. Organize a system for storing purchase data.
3. If there is no parcel, write to the seller. Direct contact is the fastest way to get your money back.
4. Open a dispute if the seller does not respond to messages.
5. Russian Post may lose the parcel at its branch. Go to the post office and ask the staff to check it.
6. As a last resort, cancel the payment through the bank.

After paying for the order, he eagerly awaits his purchase and tracks it using a special track number. And everything seems to be fine, but suddenly the package is lost and the statuses have not been updated for a long time. What to do in this case? Submit an application to search for a parcel with Aliexpress.

How to apply to search for a parcel from Aliexpress?

If such a situation has occurred to you, then you must understand that it will not be possible to simply go to the post office and write a statement. You must first learn about all the nuances of filing an application to search for a parcel.

First of all, your parcel can be found only in two cases:

• The track number received from the seller has an international format and can be tracked along the entire route of the parcel.
• Do you have a copy of the documents confirming the shipment of the parcel?

While Aliexpress I had just started my work in Russia, the post office was not yet so busy, and therefore applications for search were accepted without problems. It was enough to show only a printout of the invoice from the seller. That is, the buyer contacted the seller, saying that the product was stuck somewhere and needed a document to find it. Sellers rarely responded to such requests with consent, and therefore it was almost impossible to obtain a document. So what did smart buyers do?

Someone printed out a screenshot of the order from Aliexpress and some postal employees were cooperative and accepted such a document, the main thing was that it was clear to what address and name the parcel was sent, as well as its track number.

If this did not help, then they independently found the invoice form, filled it out and printed it. By the way, there is nothing wrong with this, since most sellers do this. Therefore, it was quite possible to “cook up” the invoice yourself.

New rules for submitting an application to search for a parcel on Aliexpress

As you can see, everything was simple. But when Aliexpress began to gain more and more popularity, the workload on the post office gradually increased. Workers are now tasked with a higher volume of work, which has led to stricter application rules.

Now, to submit an application, you need to present a receipt or check that the goods have been sent. That is, if the seller ignores your requests and refuses to send the document, then you will not be able to submit an application.

Although, if you are lucky, they will accept the application with an invoice, but you should check this in advance with your post office.

Video: Application to search for a parcel

More than 80% of all international shipments come from Chinese online stores and most of them are sent by sellers c. At the same time, buyers from the CIS are the largest audience on the site.

The most popular products from Aliexpress are electronics and clothing, shoes, household goods, hobbies, repairs, construction and highly specialized products for professional work; you can buy anything on Aliexpress. Cheap prices and a huge assortment make shopping on Aliexpress profitable and so attractive. Interesting products with good discounts are posted daily in the special “Burning Items” section on the Aliexpress website, and the Russian interface of Aliexpress greatly simplifies the shopping process.

Delivery methods from Aliexpress

The key point of shopping on Aliexpress is the delivery of parcels to the buyer. In February 2017, Aliexpress limited free delivery to Russia, Ukraine and Belarus due to increasing cases of non-receipt of shipments and obliged sellers to send goods costing more than $2 with track numbers. Such parcels from Aliexpress can be tracked by number.

However, most products from Aliexpress remain with free shipping, marked as “free shipping”, or rather, the shipping cost is already included in the price of the product.

There are a wide variety of methods for delivering goods from Aliexpress - by state postal services, including EMC door delivery, as well as commercial courier services, ground transport and airmail.

The most commonly used delivery methods are China air post, ePaket, China post registered air mail, China post ordinary small packet, China post air parcel, Hongkong post air mail, Singapore Post, Swiss Post, Sweden Post, DHL Global mail, 4px, Posti Finland, Posti Finland Economy, Omniva Estonia post, Correos, SPSR. The more expensive ones are EMS, DHL, Fedex, UPS.

Usually, Aliexpress sellers offer several options for sending goods and, depending on the chosen carrier, delivery method and its cost, parcels from Aliexpress can be tracked by track number, partially tracked only within the territory of China, or without the possibility of tracking. Products with free shipping are usually sent by , and such parcels are tracked until they are delivered to the buyer. Some items prohibited for shipment by China Post (built-in and additional batteries) are sent by ,. On the territory of Russia, Ukraine, Kazakhstan, Belarus, parcels are delivered, and accordingly. Commercial carriers also deliver parcels from Aliexpress. It is not uncommon for 3-4 carriers to be involved in delivering a parcel from China. The most famous Chinese carriers are; Russian courier services; Ukrainian and .

Aliexpress Standard Shipping - tracking Aliexpress standard shipping

You can also very often find the Aliexpress standard shipping method, when Aliexpress itself organizes the subsequent delivery of items from its logistics center, where placed orders from sellers are received.

Delivery from Ali using this shipping method is provided by postal operators and commercial carriers with whom there are direct contractual obligations. Delivery times to the buyer vary from 15 to 45 days, a more specific delivery period is indicated in the estimated delivery time. As a rule, sellers, along with Aliexpress delivery, offer a choice of sending by several other postal operators.

The main advantage of Aliexpress delivery is that if the goods are not received, the dispute immediately escalates, bypassing “pre-trial disputes” with the seller.

Tracking Aliexpress Standard Shipping, as well as tracking other parcels from Aliexpress, is available on the order page. In "My Orders" click "View Details" and in the "Logistics Information" section detailed data about the parcel will be displayed. Aliexpress will indicate the parcel number in the “Tracking the shipment of your order” section.

Exactly the same information is available on the official website of Cainiao Global - https://global.cainiao.com/ ..

Aliexpress Premium Shipping - tracking paid delivery from Aliexpress

Also, for some products, Aliexpress offers more expensive and reliable Aliexpress Premium shipping. And if Aliexpress Standard Shipping is free and paid, then Premium Shipping is always paid.

Aliexpress Saver Shipping - Aliexpress economical shipping tracking

This type of delivery requires mandatory tracking of Aliexpress parcels by postal ID for goods less than $5 and weighing up to 2 kg, as the most economical delivery method. Aliexpress organized this type of delivery in conjunction with Russian Post. It is also free and paid. For example, delivery of this product to Russia using the Saver Shipping method costs 44.99 rubles.

Like Standard shipping, the seller Ali sends packages with Saver Shipping delivery to their logistics center and, after sorting, the shipments are transferred to the carrier for further delivery to the buyer.

Saver Shipping tracking is not individual, a single tracking number is assigned to a common dispatch, that is, several small packages. After receiving the notification, you can receive the parcel at your branch.

Choosing this delivery method is fraught with a deliberately losing position in the dispute over the return of money if a separate parcel is lost from the general bag. Because for Saver Shipping parcels, Russian Post only registers arrival at the place of delivery and Aliexpress mediators will not take into account arguments about non-receipt of the package due to loss.

Examples of Aliexpress Saver Shipping track numbers:

• ZA---LV (ZA123456785LV) - small package with delivery through Latvia;
• ZA---HK (ZA123456785HK) - small package with delivery via Hong Kong.

Also, the choice of this delivery method loses its relevance when ordering several units of goods due to restrictions on the cost of the goods and its weight. For example, the cost of delivery of 2 units of the same towel is no longer 44.99 rubles, but 102.86 rubles, that is, it adds up.

Cainiao Super Economy Tracking

This new type of super-economical delivery of goods from Aliexpress appeared relatively recently - in the summer of 2018. The tracks of parcels sent in this way are UA...HK and are tracked only in China. Therefore, this option should rather be attributed to the next group of so-called trackless shipments. They are also slow, and due to incomplete tracking, using this delivery method hardly makes sense at all if Aliexpress Saver Shipping is available.

What is Seller's Shipping Method and how to track such a parcel

Seller's Shipping Method is essentially the choice of a carrier at the discretion of the seller. Sellers Shipping tracking is available in your personal account and the carrier with a link to it will be indicated on the Aliexpress tracking page.

If you choose this method, your order can be sent by almost any postal or logistics service operating in China. But it goes without saying that the seller will not be choosing it at the expense of his pocket. That is why it often happens that such parcels end up either with partial tracking in China, or without it at all. This point is worth considering if you suddenly see Seller's Shipping Method in the list of delivery methods for the product you like.

Tracking trackless mail from Aliexpress

Where is the parcel from Aliexpress? This is a question that buyers often ask when the seller sends goods, ignoring agreements with the buyer, and parcels from Aliexpress are not tracked or are not tracked correctly. Sometimes because the seller wants to make an extra few dollars by sending the package instead of paying for shipping with a low-cost carrier. Sometimes, without sending the goods, he gives someone else’s or non-existent track number, thereby misleading the buyer.

In any case, purchases from Aliexpress are protected by buyer protection, and tracking parcels from Aliexpress from all postal operators and courier services in one place will not allow you to keep your finger on the pulse and, using the “control dates” option, open disputes on time.

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 my 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.

The mail search is not carried out based on your name or recipient's address. When you arrive at the post office, you must ask the operator to check the location of the parcel using the track code. After postal employees conduct an internal investigation and search for the postal item, you will be notified of the results. Remember: you can only receive a refund for a lost package if you sent it with “declared value.” You can search for postal items yourself, without getting up from your computer. If you used the services of any other express mail, you can track the parcel on their personal website or using a general tracking service, of which there are plenty on the Internet. When ordering a parcel, be sure to find out exactly the number of the post office that serves you, so that you do not have to go to the other end of the city to pick up the parcel.

Tightening the rules for accepting applications to search for parcels.

But recently, due to the increased volumes of purchases on Aliexpress, the volumes of incoming applications to search for parcels have also increased. If he does not respond or send you invoices, then the post office will not accept your application. Therefore, before submitting documents, you can call your email address and check with them about the requirements.

This way, information about the address, passport and contact details of the sender is recorded.

All information on the search for MPO and how to retrieve your parcel from EMS

There is no information After export from the sending country (Clause 1 - subparagraph “B”), your package goes to Russian customs, and after that it is accepted by the internal mail of Russia. 4.1.2. Terms for consideration of claims “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 date of receipt of the application. Hello everyone... Of course I’m not the first... But... In Moscow they lost 2 of my parcels, the search application was not accepted, because... Please tell me if it is possible to receive a parcel somewhere in Moscow. But what should you do if the parcel was without a tracking number? Since I stupidly picked up the first one at the post office, it means it’s not EMS, but Russian Post. My question is this. I ordered a parcel from USA via EMS. via Ebay. Everything seemed to be fine. But did the parcel sit at customs for a month?

Very often I receive requests asking for help in finding a missing package. Any conscientious seller is obliged to provide an invoice upon request, although in this case I literally “knocked out” mine within a week.

It turns out that if the parcel is delayed by more than 33 days, the recipient is reimbursed for all shipping costs. After the application is completed, you will have to wait. Long wait. According to the law, Russian Post can search for a lost parcel for up to 2 months. Very often books do not arrive. Equipment, such as telephones, absolutely does not need to be delivered by our mail. Is the author generally aware that the post office specifically does not scan parcel tracks immediately after passing the MMPO in order to avoid claims regarding deadlines? The operator from the sending city called after 3 weeks and said that the parcel was lost. Rospotreb sent an email to say that the parcel was delivered to you, but the department will still be fined for violating the delivery deadlines. Therefore, I highly recommend not to contact any applications for search by the Post, and if the parcel is delayed, immediately write to Rospotreb.

The parcel was lost, I want to file a wanted report

I wrote an application to withdraw the “wanted application” in free form (a sample of my application), took it to the OPS, where I received 1,800 rubles (equivalent to 50 USD) in exchange for my application. I don’t think that my case will in any way affect the work of the Russian Post. If you have any doubts about the integrity of the parcel, ask the postal employee to weigh the parcel in front of you and check the actual weight with the weight indicated on the package. Draw up a claim act and open the parcel in the presence of a Russian Post employee.

Then another girl called me, 10 days later, she took the package from the post office and asked if I had received everything, nothing was stolen. Thank you for your help, I printed out the application and will take it to my post office soon. One is stuck on the parcel, the other is given to the sender? In short, I didn’t get a copy of the receipt from the seller, I don’t know what to do, but a printout from PayPal won’t work. What did I pay for? The PayPal printout is not linked to a specific IPO. Is there a track? In this topic - /topic/125415-custom...__fromsearch__1, in the third post AlienD posted a receipt for payment for the MPO. I also make audio recordings of communication with the hotline - which will later be proof that the Russian Post cannot provide any information about the parcel, that is, I have no information for such a period. I fill out a search application, all the fields I know. I give it to my post office.

I wrote a wanted notice at the post office and they gave me a receipt that my application had been received. Ha, I recently had even more fun here, although the parcel was not from Ali, but from within Russia, cash on delivery. Let me call the hotline. There they told me that if there is a mark on the website, then the parcel is definitely in the department. The seller sent it on February 16, the last status change was on March 15: MMO Samara disappeared, parcels usually arrive from Samara to my city in a week, but here 1.5 months have already passed. He put me on the wanted list, and all the time he wrote me letters that he had the situation under control, and the parcel miraculously began to move towards me by leaps and bounds. Rostov sorting center, Kamenolomni, and as a snack, I made it clear to my mail that I was looking for a parcel, the next day the parcel was miraculously cleared. As a result, there was a dispute over a full refund, which escalated, and now I am still returning the money - the parcel contained 4 children’s dresses, for each I have to write an explanation.

The money for the delay in delivery of the parcel has finally been received. On January 16th, a parcel was sent to my address by a private person from the USA. According to USPS rules (International Claims tab), not only the sender, but also the recipient can search for a parcel. According to tracking, the parcel was in St. Petersburg already 10 days ago, but there were still no notifications. All. Obviously, he has been on the territory of the Russian Federation for a long time. Last time in a similar situation I wrote to Roskomnadzor - they sent me an unsubscribe.

The receipt, as a rule, displays information about the parcel's departure number. This may help if your order is a registrable order.

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