This page covers issues related to general rules receiving parcels at the post office, and the section is devoted to tracking postal items Delivery.

Procedure for receiving international parcels

External inspection and parcel weight

Upon receipt, you are required to provide the parcel for external inspection for the integrity of the packaging, the presence of an invoice in the polyethylene pocket and weigh it before you sign the notice.

In principle, all shipments are insured, but in order for the store to be able to pay you compensation without delay if the package is stolen, you must receive it at Russian Post international parcel according to all the rules: the main one is open parcels and check contents before receipt. But even if the shortage was discovered after signing the receipt, you can file a claim in any case. The main thing is that the parcel is opened with a Russian Post employee!

One of the options for a faster solution to the problem of theft of the contents of a package is complete refusal to receive postal item by agreement with Russian Post employees. Writing a notification letter to the store, after a while you should receive refund of the order cost, including delivery.

In October 2016, some parcels from a German store began to arrive with a new type of postal sticker. Such innovations have benefited customers, since such shipments now immediately receive a track number of the form CB 123 456 789 DE. However, for now, due to the technical imperfections of the Deutsche Post.DHL delivery system, the weight of a parcel in Germany may often be less than the actual weight when tracking the parcel in Russia.

The weight of the parcel is indicated on the address sticker, where it is written in German as follows: Gewicht: 11.054 kg " In practice, as mentioned above, this is just “net” - the actual weight of all things in the parcel, excluding packaging paper and the German postal service box, and “gross” will be about 15% more.

A more accurate way to determine the weight of a parcel is to look at it in the corresponding table when tracking the track number through the website Russian Posts.

Thus, when receiving a parcel at the post office, check the weight compliance, the integrity of the packaging, the presence of an invoice from the computeruniverse GmbH online store and the Deutsche Post form CP71 (postal accompanying), as well as the absence of Russian Post form No. 51 - act on external condition shipments and weight differences.

To track the weight of the parcel at each “transshipment” point, you must enter the track number on the Russian Post website. Then press the key combination “CTRL+P” or follow the “print” link at the bottom of the page and you will see detailed information on this issue. This option is most relevant when the package is divided into two parts, as in some cases when ordering a TV from computeruniverse.

It would be a good idea to check the integrity of the branded tape. computeruniverse.net, if it was used during packaging, but, unfortunately, recently they have stopped using it completely.

Procedure for opening postal items

The procedure for opening postal items and things is regulated in a document called “ Postal rules"(adopted by the Council of Heads of Communications Administrations of the Regional Commonwealth in the Field of Communications on April 22, 1992):

Chapter 40. procedure for opening postal items and things. 604. Postal items and items are opened in exceptional cases by order of the head of the communications enterprise (workshop, site), as well as at the request of the addressee, when there is no submission data (addresses are washed away, tags are torn off), there is doubt about the integrity of the attachment (failure of the shell, bandage, seals and paper tape, which created access to the attachment, mass discrepancy) or external signs the attachment may be damaged or damaged, or the presence of an attachment prohibited from forwarding.

Postal items with cash on delivery in good condition are opened at the request of the recipient only after payment of the cash on delivery amount.

In addition, these nuances are reflected in rules for the provision of services postal services (order No. 234 of the Ministry of Communications and Mass Communications Russian Federation dated July 31, 2014).

The parcel was divided into 2 parts and a fee was charged

At the end of 2016 and the beginning of 2017, a practice developed that heavy and large parcels began to be divided into 2 parts back in Germany in postal service DHL with which this store works. As a result, one large order goes by mail with absolutely same invoice number, customs declarations and the value indicated in them goes in 2 different parcels, but with different track numbers.

You can distinguish both parcels based on the information on the postal label in the line “shipment ref.” (track number of the parcel) and under the weight of the parcel “Parcel Weight” in kilograms it will be indicated that a specific parcel is only part of one order: accordingly, part No. 1 is “ 1/2 " and part No. 2 - " 2/2 " Thus, the postal labels of different parcels must have the same numbers " Ref. No" - the actual invoice number, but different track numbers - the line " Shipment ref.«

Unfortunately, Russian customs workers do not always understand that this is a single whole and you receive information in the track about the accrued duty and a customs notification for the parcel that will arrive in chronological order second in the Russian Federation.

How to find out the track number of the second parcel

IN personal account C.U. usually you only see first parcel number, but sometimes, to your rare happiness, there are 2 numbers. The missing number of the second postal item can be found by manual selection on the Russian Post website since track numbers, as a rule, come in order one after another with a difference of 15-30 digits. This method will only take a couple of minutes and it will take you much less time than waiting for a response from ComputerUniverse support.

To understand that you may have found yourself in such a situation when tracking the track number on the Russian Post website, click the “print” button at the bottom of the page. In the document that opens, you will see that the weight has decreased sharply after passing through customs. First of all, this causes extreme concern, but is easily explained by the fact that in Germany the total weight of both parcels was often indicated on the track.

The complexity of the situation and defending your rights may also lie in the fact that one parcel will arrive at your post office without duty, and for the second you will most likely have to go to the address indicated in the customs notification. All this complicates the process, so you will first have to go to the post office, receive the “first” part, take a photo of the postal sticker with the designations mentioned above, and then go to the regional customs office of your city for the “second” part of your order.

You may also be asked for documents confirming the cost of purchases: screenshots of product pages from a German website, SMS or bank statements indicating the amount of payment, as well as a copy of your Taxpayer Identification Number (TIN), and you will need to write a corresponding application. In addition, customs officials can send a request to the manufacturer to confirm the originality of the product and the availability of a certificate for sale in the Russian Federation as part of the fight against counterfeit products. If you fail to prove that you are right, the only solution is to refuse the parcel in order to avoid paying the duty.

Theft of parcel contents

If you have any doubts or have Form No. 51 of the Russian Post, opening such an international parcel is carried out at the post office in the presence of postal workers. A weight discrepancy is considered to be a difference of 20 grams or more - this is specified in the Rules for the provision of postal services of the Russian Federation! An opened damaged or stolen parcel is repacked and sent back to Germany. An act of opening the defective mail item is drawn up with full description what was delivered with the weight indicated. If some items remain intact, you can receive them and there is no need to send them back.

If this act of violation of the integrity of the parcel and discrepancy in weight has not been drawn up earlier, then it is filled out by an employee of your post office, and others are also filled out Required documents confirming the fact of damage, theft or loss of the investment. You put your signature on Form No. 51 of Russian Post « Opened in my presence. I refuse to receive it. Date signature.»

In response to the letter with this order, write to the following address: Email — [email protected] with a description of what happened, attach photographs taken and scans of received documents to the letter as evidence. In your message, use simple sentences for correct translation into English (German) using online translator. Check the correctness of the online translation by doing a reverse translation from English to Russian - the text must be clear and readable. In response you will receive email with an apology and information that the store administration will initiate a postal investigation and will keep you updated.

After checking the facts you have stated, the store will send documents to fill out - DeclarationofAssignment, which will need to be printed, signed and sent by regular mail to Germany or scanned by email. If by track number after customs the parcel was sent back to Germany then possible the following options: the recipient's address was incomplete/incorrect or the parcel was stolen. All this means is that it has now been sent back to Computeruniverse GmBH. The algorithm of actions is the same as when detecting theft of contents upon receipt at the post office. Computeruniverse store postal address:

Computeruniverse GmBH, Gruner Weg 14, 61169 Friedberg, Deutschland (Germany).

Subsequently, after some time, you will be offered an option to resolve the situation: return the money to your personal account in the store, send money to your PayPal account or card, resend a new parcel with the same exact assortment. When returning money, there may also be losses due to differences in exchange rates, and in terms of timing, for example, through PayPal, this happens within 2-5 business days.

Documents included with the parcel:

1. Inventory of attachment.

2. Form 051 of Russian Post

Upon delivery, a postal worker can, at your request, open the parcel only if there is a corresponding document - f.051 or a significant discrepancy in weight is detected - more than 20 grams or there are clear signs of opening the parcel with the possibility of access to the attachment. The postal notice of the PR in the presence of such an act is not signed! Thus, if you have the above document, ask to open the parcel and, if something is wrong, refuse to receive it and write a letter to CU. If there is no certificate - f.051 and the weight is normal, then you receive it and open it on site at the post office. In this case, it is advisable to video record the entire process as future evidence in case of an unfavorable outcome. Full title form No. 51 of Russian Post — certificate on the external condition of the item and the difference in weight .

3. Postal accompanying CP71 Deutsche Post

Along with the parcel there is a postal accompanying form CP71 German Post. This document is not issued in person, but remains at the post office. The yellow and white form with the inscription WeltPaket indicates: the sender and recipient of the parcel, the domestic and international number of the postal item, the cost of the contents in euros - serves as a guide for customs when calculating the duty.

4. Customs declaration CN23

IN this document For the most part, the information from the postal accompanying document is duplicated and the cost of all goods in the parcel together and separately is additionally indicated. This information is necessary to determine whether the duty-free customs limit is exceeded in a particular postal item and to charge duties if necessary. In most cases, with a competent approach, everything is decided in favor of the buyer - it’s only a matter of time - it’s not for nothing that there are so many positive feedback on various forums dedicated to the Computer Universe store. Algorithm of actions for lost parcel on Russian territory.

The weight of the parcel has decreased or increased - what to do in this case?

5 (100%) 2 votes

Changes in the weight of parcels from Aliexpress are observed quite often, and this is not always due to theft or substitution of contents. In what cases can weight change? To determine if the weight of the parcel has changed, you can study the information in the track number, and then carry out a control weighing at the post office or at home.

The most common reasons for an increase or decrease in parcel weight:

• data incorrectly specified by the postal operator when sending;
• weighing error;
• substitution of contents along the parcel route;
• change in air humidity level (the difference is several grams);
• theft of goods (empty parcels rarely arrive, since most often the contents are replaced).

What to do if your weight has changed?

If the difference between the declared and actual weight of the parcel is no more than 15 grams, then there is usually nothing wrong with it. However, if there is a significant change, care must be taken. When you come with a notice to the post office, the operator is obliged to weigh it before handing over the parcel. Until you have accepted the parcel for signature, the sender is responsible for it. First of all, when changing the weight of a parcel, you should carefully inspect it for signs of tampering. If they are, then do not rush to worry: perhaps the package was opened at customs.

The parcel was opened at customs

Sometimes customs selectively open and check parcels from China to make sure that the declared value of the goods corresponds to the real one. If your parcel was opened at customs, then you will definitely find a special mark on the packaging. The postal operator must also provide you with the appropriate written confirmation.

The parcel's contents are opened and checked in the presence of postal employees. If everything is in order with the contents of the parcel, then the parcel is packed back, with a certified inspection certificate attached to it. If the shipment contains goods prohibited for import into the country, the parcel will be returned to the sender. If prohibited goods are found in the parcel, it will be confiscated and disposed of. It is almost impossible to steal goods at customs, since all premises are equipped big amount surveillance cameras, and the inspection procedure is carried out in the presence of witnesses.

The procedure for receiving in such cases.

Before receiving and filling out the notice, you have the right to inspect the integrity of the packaging and weigh the parcel.

If there are obvious signs of tampering or there are discrepancies in weight (there are scales in every post office), like you, you need to ask the postmaster (or, due to his absence, to conduct a dialogue with the postal worker) and have a conversation with him.

Employees will probably start arguing with you. At first, I resolved this issue by simply calling the Russian Postal Hotline number: 8-800-2005-888 (speakerphone and let the postal worker try to explain the reasons for refusing to carry out the necessary activities)

Further: According to the Procedure for registration and delivery of defective mail items, which came into force on October 24, 2009, if any defects are detected, the recipient may request post office employees to open it and check the attachment of the mail item with the inventory of the attachment or customs declaration(if they are).

1. If no signs of tampering are found and the weight matches, you can sign the notification of receipt of the parcel. Once again, carefully inspect the parcel for signs of tampering. Make sure the post office staff supervises the opening process. Open the package in the presence of post office workers.
2. If an attachment is stolen, it is recommended to take a photograph of the contents of the parcel (preferably with postal workers in the background), or better yet, record the entire process of opening the parcel on a video camera.

If your purchase has been stolen:

1. The first thing you need to do is write an application addressed to the head of the post office. Indicate information about the order and tracking of the parcel, about which post office you received the etc. Attach to the application a copy of the act, photographs of the opened parcel and all the documentation you have. The procedure for filing and considering claims is regulated by Decree No. 221 of April 15, 2005 “On approval of the Rules for the provision of postal services.”
2. Next, you need to draw up an act f.51-c “on the opening of a defective postal item,” in which you must describe in detail the condition of the packaging and contents of the parcel.

We sign the act, the notification - under no circumstances.

1. You also need to open a dispute.
2. Make 4 copies of the act. Keep the originals of all documents, give only copies to various authorities.
3. Receive a notification coupon that your application has been accepted. In order for the application to be guaranteed to be accepted, it is better to call the police to the scene, i.e. to the post office immediately after opening the parcel.
4. In order to make a decision on returning the money, you must present a copy of the act of opening the parcel, receipt of payment for delivery, an application addressed to the head of the post office, and the “Police Report”. In Russia, the equivalent of “Police Report” is a coupon notification of acceptance of an application.
5. In addition, if the parcel is valuable, it makes sense to submit an application with all the documentation you have to the prosecutor’s office and Rospotrebnadzor.

This article will be relevant not only to Aliexpress buyers, but also to everyone else who, while waiting for a parcel, suddenly discovered that the weight of the parcel for some reason has increased along the way. On the one hand, the difference in the weight of the parcel in the direction of increase is better, because a plus is not a minus. But in fact, there are also possible pitfalls here. Since a change in the weight of the parcel may also indicate that it has been opened. Now we will look at everything in detail possible options when the weight of the parcel suddenly becomes greater than when sent.

Reasons for increasing parcel weight.

The difference in parcel weight may be affected by:

• - error when weighing at a sorting point, warehouse, customs, post office
• - the parcel may become damp, then there will be a slight increase in weight. Or, conversely, dry out and then the weight will decrease slightly
• - after customs inspection, the parcel was packed in a bag with a seal, which adds 150-200 grams of weight.
• - typos by operators entering data on the weight of the parcel
• - replacement of goods: the parcel was opened on the way, the attachment was stolen, something was put in return
• - if your parcel comes from a country where weight is indicated in pounds, then Russian-speaking employees may make a mathematical error when converting pounds into kilograms and grams.

The package weighs more. Should I worry?

In most cases there is no reason to worry. Buyers worry all the way about what happened to their parcel, was it stolen? But they arrive at the post office and it turns out that the parcel is carrying exactly the same amount as when it was sent. Moreover, the weight in the tracking number may exceed the actual weight by several kilograms. This is because a mistake was made.

Well, packing parcels in a bag also spoiled many nerves. Moreover, they can pack not only large and heavy parcels, but also items small size, where a weight gain of 150-200 grams seems significant.

It is worth noting that when the weight of a parcel increases, the likelihood that something is wrong with it is orders of magnitude less than if the weight were decreased.

According to customer reviews, in approximately 80% of cases with increased parcel weight, there are trivial errors, inaccuracies, etc. That is, everything turned out to be in perfect order with the parcel. and in about 20% of cases the contents were stolen. Moreover, this mainly happened when the parcel contained phones, tablets and other equipment.

Often, items whose contents have been stolen arrive at the post office with an enclosed certificate of difference in weight.

How to receive a parcel with a difference in weight?

If you see in tracking that the parcel has begun to weigh more or less than when sent, then you need to receive it very competently.

1. We fill out the information in the notice, but do not sign.
2. Please show the package packaging and weigh it.
3. If everything is fine with the packaging, the weight corresponds to the declared one, then you can pick up the parcel. Be sure to film the unpacking. You never know.
4. If the weight still differs, or there are signs of opening on the package, or there is a statement about the weight spill, then do not sign the notice! It is necessary to open the parcel at the post office in the presence of a postal worker, followed by drawing up an opening report f.51

If a difference in weight is recorded, then you need to know that postal workers MUST offer you to open the parcel in front of them. And only if you refuse to release the shipment.

Here's what the Russian Postal Rules say about this:

If a postal item is defective (damage to the shell or missing mass) at the time of delivery to the addressee, the postal service employee is obliged to offer the recipient to open the defective postal item.

If the recipient refuses to open the defective postal item and agrees to receive it, the postal service employee issues the item, and the recipient is notified by f. 22 or the accompanying form for the parcel puts the mark: “I have no claims” indicating the date and signature.

If the recipient agrees to the opening, then the postal item is opened and, based on the results, an opening report f.51-v is drawn up, which, in addition to the employees of the post office, is signed by the addressee.

A copy of the act f.51-v is issued to the addressee along with the attachment, while the envelope of the postal item remains in the post office for a departmental inspection to establish the reasons for the shortage of weight, replacement or damage to the attachment.

If everything is fine with the contents of the parcel, then you can safely sign the notice. If the contents were stolen and a substitution was made, then the post office employees will send it back, and you will be given a copy of the act f.51, which will serve as evidence in the dispute.

Have a question? Write it in the comments or chat

Question:

Hello!
I'm waiting for a parcel with a phone purchased on Aliexpress. As the parcel is tracked, it is clear that a decrease in the parcel's weight has been detected (from 524 g to 410 g). Once the weight is confirmed, I plan to open the package with a video recording at the post office in the presence of its boss.
But there are doubts about the following: when identifying incompleteness, damage, theft, substitution of a parcel, etc. refuse to receive it and open a dispute without receiving the goods (as I understand it, it will be sent back to the sender) or receive the parcel and argue with it in your hands?
Please tell me if anyone has had a similar experience or knows how best to do it.

Changes in the weight of a parcel are always very alarming to recipients. What happened to the shipment if it began to weigh less? Suspicions immediately arise that the contents of the parcel have been stolen or replaced. And in a situation when suddenly the weight of a parcel decreases, these suspicions often turn out to be well founded. Let's figure out why the weight of the parcel may decrease.

The parcel may weigh less if:

• - employees of the sorting point, warehouse, customs, post office made a mistake when weighing
• - the operator made a typo when entering data on the weight of the parcel
• - the package may lose moisture a little (dry out), and then the weight will decrease a little
• - replacement of goods: the parcel was opened on the way, the attachment was stolen
• - if your parcel comes from a country where weight is indicated in pounds, then Russian-speaking employees may make a mathematical error when converting pounds into kilograms and grams

The recipient may notice a difference in the weight of the parcel:

• - according to the information in the tracking number, even before receiving the parcel
• - at the post office before receiving the parcel
• - at home, after receiving the parcel

What difference in parcel weight is acceptable?

If your parcel begins to weigh 2-5 grams less, then there is a high probability that this is caused by an error in the scales. Usually 2-3 grams is an acceptable error. But it can reach up to 5 grams (if you use old scales).

On average, due to changes in humidity, the package may become 10-15 grams lighter.

A decrease in the weight of a parcel by more than 15-20 grams should already be alarming. Not to mention the halving, or when the parcel suddenly decreases in weight to 20-50 grams. If the weight of the parcel has become significantly less, then this most likely tells us about theft or substitution of the attachment.

What should I do if the package weighs less?

If you discover, by track or at the post office, that the weight of the parcel has suddenly become less, then do not rush to receive it at the post office. Do not sign the notice in advance! Require a check weighing and inspection of the package before receiving it. Receive the shipment only if you are sure that the package weighs as much as it should. And also, there are no signs of opening on the packaging.

If during control weighing the data is confirmed that the weight has decreased, or you see that the package has been opened, or a customs report is attached to the parcel, then you need to ask the postal employees to open the parcel under act 51. In this case, it is best to additionally film the process of opening the parcel on video. So that you have all the evidence when opening a dispute.

Should I receive a parcel with less weight or not?

Until you have received the parcel, it is the property of the sender. And all the problems lie on his shoulders. Once you sign for receipt, the responsibility becomes yours. Therefore, it is much easier to get your money back if you refuse to receive the parcel.

The main thing is to properly prepare for receiving it. Open the parcel at the post office under Act 51. Be sure to take a video of the opening, which must be made by the head of the department.
Ask for Act 51 in printed form. With signature and stamp. (Sometimes mediators find fault with documents written by hand and ask for a printed version).

If the item was stolen or the inside is not at all what you ordered on Aliexpress, then you will need to refuse the parcel. You will be issued an Act 51, and the shipment will go back to the seller in China so that he can obtain insurance.

If you notice a difference in weight after receiving the parcel, then you MUST open it on video. The video must be shot in one take, so that the package does not leave the frame. And also, take a photo of the parcel on the scales, a photo of the parcel packaging on which the weight will be visible, and a photo of the notice on which the weight is also indicated.

You can open a dispute immediately by describing the situation and attaching a scan of Act 51 and a video of the opening of the parcel.

Have a question? Write it in the comments or chat