Lost parcel at Russian Post from Aliexpress: how to find the parcel? Search for parcels from China with Aliexpress. What to do if a package from Aliexpress is lost: tips on what to do if a package is lost A package from Aliexpress is lost

13.04.2024

Information about orders is saved on the Aliexpress website automatically, but in order for you to get your money back faster if your package is lost, you should save the entire order history to use it as evidence in a dispute. That is, open the “My Orders” section and go to the description of the product purchase history. Check your tracking information and take a screenshot. If there are messages from the seller asking not to open a dispute, save them too. Copy the track number and track the shipment using any tracking service, preferably even several, so that you can later use the lack of tracking information as evidence in a dispute. Any information that is available on this order can be used as evidence. to win the argument. If the seller does not agree with the decision to return the money, the data you saved will play into your hands and you will have a better chance of winning the dispute. Despite the fact that all information will be saved in the order history, providing evidence will speed up the dispute, and you are guaranteed to get your money back.

Check delivery times

The delivery time for orders from Aliexpress is a maximum of 60 days. Depending on the chosen delivery method, the actual time it takes to receive the goods from Aliexpress may differ. Each seller provides a guarantee of timely delivery and, if the delivery period is exceeded for any reason, the buyer has the right to demand his money back. The seller's guarantee is included in a secure transaction, so if the package has not been received within the specific period specified by the supplier for your order, the buyer has the right to extend the protection period or open a dispute for a return.

You can only open a dispute when the delivery period is coming to an end. The order history contains accurate information and the deadline for delivery, so if the order has not arrived before this date, you can safely open a dispute. The “Reminder” column in the order history contains the information “If your order is not delivered by a certain date, you can file a return by opening a dispute.” The buyer has the right to independently extend the protection period, but usually, as soon as the buyer opens a dispute, this period is extended by the seller himself. If you do not open a dispute by the specified date, your money will be sent to the seller and the order will be closed.

Write to the seller

If there is no tracking information in your order history, you can write to the seller to clarify the current location of the order. The seller is required to contact the logistics company to confirm the status of your order. To contact the seller, go to your order history and click on the “Message to seller” button. Ask him to provide information about where your package is now. If the seller cannot tell you this for sure, wait until the order completion period expires and open a dispute. Unfortunately, nothing depends on the seller and problems with logistics are the fault of the transport company, so sellers, like buyers, are guided only by the delivery data that is publicly available.

Open a dispute

The easiest way to get a refund is to open a dispute. If a package from Aliexpress is lost, wait until the delivery period expires and immediately open a dispute. The seller may suggest you wait a little longer, but usually this is pointless. You can open a dispute for a refund under the following circumstances:

Reason for the dispute	Return
The parcel from Aliexpress was lost and there is no track information or has not been updated for a long time
The parcel arrived after the delivery period had expired, was defective, or the wrong item was sent.	Partial compensation is provided up to 50% of the cost of the goods
The seller indicated the old track number, but the parcel was not sent	A full refund is provided for the cost of the product.
Postal service lost parcel from Aliexpress	A full refund is provided for the cost of the product.

The buyer has the right to open a dispute for a refund even if 60 days have not passed. Please refer to the delivery time indicated in your order history. It is worth noting that if the delivery period expires and you do not open a dispute for a return when the order is finally closed, it will not be possible to claim compensation from the seller. Monitor shipments from Aliexpress and regularly track delivery information.

Go to the post office

As noted earlier, some postal operators, such as China Post Registered Air Mail, do not constantly track their shipments. If there is no information about the track, although the time for receiving the parcel is coming to an end, go to the post office and check if there is a parcel in your name. Sometimes postal operators do not notify you of the arrival of your order. The reason may be damage to the recipient's information: name or address. Information printed on paper is attached to the parcel; if it gets exposed to rain or accidentally breaks, this may cause difficulties for the postal employee to identify the recipient, and due to the fact that a postal code is indicated when placing an order on Aliexpress, your parcel will still arrive to the post office you need. Notifications of parcel arrivals are distributed within 1-2 business days, so in order not to waste time, go to the post office and check if there is a shipment from China in your name or address.

Complain by email

If you believe that the package arrived at the post office, but it was not given to you, although you have shipping information that clearly states that the package arrived at the post office address, your order may have been stolen at the post office. In this case, contact the head of the department and provide him with tracking information from the Aliexpress website, as well as evidence that the parcel arrived at the destination country. He is obliged to provide a complaint form, by filling out which you can use it as evidence in a dispute. If it is determined that the package has gone missing in the mail, you will receive a full refund for its cost.

Contact your bank

The reason for the absence of a parcel from Aliexpress may be a trivial problem with payment. When you place an order, you need to track all stages of its processing until the package is shipped. Sometimes, the payment does not go through, and the goods, accordingly, are not sent. To clarify the cause of payment problems, contact your bank. Perhaps you are having problems servicing your cards or simply do not have enough funds in your account. Also, contact your bank if after the dispute you still have not received your money, the refund may have been frozen or is awaiting confirmation.

Many buyers do not track shipments from Aliexpress and unquestioningly wait until the package arrives. This way you can wait for months, and if the package is already lost, it is not always possible to find it. If a package from Aliexpress is lost, users should remember a few tips on what to do in this situation:

control the delivery expiration date;
monitor the shipment and regularly monitor tracking;
if the order has not arrived, open a dispute and do not agree to the seller’s alternative offers;
take screenshots and save information about the parcel;
open a dispute before the buyer protection expires.

Don't ignore this situation. If the package has not arrived, open a dispute and do not accept any alternative offers from the seller. According to the rules of the site, all parcels that do not reach the addressee are compensated in full.

Video: what to do if a package from Aliexpress is lost

Losing a package is an unpleasant situation that can happen to anyone. Now, the Aliexpress website provides enhanced support to customers and guarantees the reliability of transactions, which has reduced the loss of parcels, but still, no one is immune from this. If it so happens that your parcel from Aliexpress is lost, do not be upset. Try to track its track on different services, and if the search is unsuccessful, open a dispute and the seller will return your money. If you still have questions about what to do if your package from Aliexpress is lost, we recommend watching the video

The situation associated with the loss of a package in the mail occurs quite often. What to do and what to do if the package was lost?

Before describing in detail the process of finding a lost package at the post office, it is worth noting that it is better to initially try to avoid such events in the future, that is, abandon the idea of using the state postal service, and choose a more modern courier delivery system.

This is a great opportunity to receive your order directly and not have to wonder how to find a lost package.

All online stores provide the opportunity to deliver your order directly to your hands by courier service.

The forwarding service is provided on a paid basis, the cost is usually slightly higher than for using Russian postal services, but at the same time, you are guaranteed timely receipt of the goods.

If it was not possible to use the courier service, but the parcel was sent via mail and it did not arrive, we will try to answer the question: if the parcel is lost, what should you do?

First of all, you need to check where your parcel was last recorded by the postal service. Usually, in terms of delivery at the post office, parcel tracking is enabled, which is designed to most effectively track the current location of the cargo using a unique ID present at any time.

You should always remember that if there is no parcel, it must first be checked for delays. In such a situation, it is necessary to be guided by official delivery times, which usually depend on the type of transportation, that is, on the transport used, on the location of the addressee, etc.

To determine whether this is a delay or loss of your cargo, it is worth familiarizing yourself with the main delivery times of Rosposhta, which are presented in days.

Naturally, a delay in a parcel is much better than its loss, but even in this case, the recipient has every right to partial monetary compensation. It is quite difficult to collect this compensation, but you can try.

Rules for the provision of postal services

If for some reason the delivery deadlines were violated, operators are obliged to pay the client a penalty, the amount of which is 3% of the total fee for postal services for forwarding.

This fee is charged strictly for each day of delay. Thus, if the parcel was delayed for more than 30 days, the addressee will be refunded all material costs for its shipment. In theory, everything is quite simple, but in practice, everything is a little more complicated.

To receive this compensation, you will need to do the following:

1. It is necessary to correctly draw up a written application for financial compensation.
2. You should prepare to wait quite a long time for its consideration and be ready to defend your interests.

To solve the problem related to compensation payment due to a delay in shipment, it is necessary to have the packaging saved with all labels and marks.

You will also need to provide a copy of the sender's receipt, since otherwise the application will not be considered.

In some cases, you may be denied compensation:

If it is proven that the loss or damage of your parcel, or violation of delivery deadlines, occurred due to force majeure, force majeure, or in case of improper registration of the shipment.
The violations that arose are in no way related to the execution of the contract for the provision of postal services (poor quality of the goods, the wrong size, assortment or completeness of the items sent to you were sent, etc.)

Actions if a package is lost

If the parcel was not delayed, but was still lost, just as in the case of a delay, a statement is written to begin the search for your postal item. This document, written by an individual or legal entity, is provided to any post office in Russia.

In addition to the written application, you must also attach a payment receipt or a copy thereof. Your personal passport or other identification document (in the case of ) will need to be presented during the application process.

Important! According to the legislation, the Russian Post can search for a parcel within 60 days.

If the loss of the cargo has been confirmed, the addressee is paid compensation equal to the amount of the declared value of the parcel. Therefore, we strongly recommend that when sending a parcel and searching for it, indicate the real cost, and also do not forget about the costs of shipping.

Important! If more than 6 months have passed since the mail was sent, it is no longer possible to apply for full monetary compensation.

Difficulties in finding a postal parcel

Some complications when searching for your parcel may arise if the person who is supposed to receive it does not have a tracking number, you have not indicated the actual cost, and there is no special invoice from the supplier or seller.

Russian Post is controlled by the special federal service Roskomnadzor. If you need an urgent solution to the issue of the loss of a parcel, you can leave your appeal directly on the official website of this organization, which will most likely lead to the fact that all fines from the Russian Post will be fully collected in a fairly short time.

Often a situation arises when the Russian Post refuses to cooperate, and branch employees do not want to listen to your complaints and, moreover, are rude. Then the only correct decision will be. This is a situation that may end successfully, but at the same time it will take a huge amount of effort and time from you.

It is worth saving your nerves and, if possible, in the process of ordering goods in another city, choose a service that will quickly deliver and save you from possible further problems with finding the parcel.

All currently operating courier services and intermediaries work quite quickly and efficiently.

Material publication date: 07.25.2019

Last update: 07/25/2019

What to do and where to complain if Russian Post has lost a parcel? Let's find out!

How to find out where the package is?

If this is not your first time using the services of Russian Post, then you are probably aware that the movement of your parcel can be monitored using the parcel tracking service.

To do this, you just need to go to the official website of the Russian Post in the “Tracking” section or to the mobile application for smartphones and enter the tracking number of the parcel. It is printed on the receipt that the operator should have given you when sending the parcel.

Note! If the parcel has been sent to you, the tracking number must be obtained from the sender (online stores usually indicate it on the order page).

What to do if you can’t track your parcel?

You have entered the correct track number, but there is no information on the Russian Post website about the fate of your postal item or the parcel tracking status has not been updated for a long time?

There may be several reasons for this:

Too little time has passed since sending. If information about your parcel has not yet managed to get into the database, then in the first 10 days you just need to wait. In order to receive up-to-date information on your parcel, we recommend registering on the Russian Post website and subscribing to notifications by track number.
The parcel is at the import stage. As practice shows, the process of importing a parcel is the longest stage, which on average lasts from 14 to 30 days. Unfortunately, you cannot influence the speed of crossing the border in any way, so all you have to do is be patient.
The parcel got stuck at customs. If the tracking status indicates that your postal item has arrived at customs, but it does not move further, then most likely the customs office is overloaded and the employees do not physically have time to process all incoming parcels.

During the holidays, parcels always arrive slowly: due to workload or a large number of days off. You also cannot influence this fact in any way. Therefore, you need to take this into account and calmly wait for the parcel to wait its turn and move.

The parcel was lost. If a lot of time has passed since sending, and the parcel has not arrived, you can submit a search application.

How does the search for missing parcels work at Russian Post?

In order to start searching for the missing postal item, the sender or recipient of the parcel must contact any branch of the Russian Post and provide the following package of documents:

Application to search for a postal item;
Fill out the application form to search for a shipment in Russia>>>
Fill out the application form to search for an international shipment>>>
A receipt (or a copy thereof) issued when sending the parcel;
Passport (or other identification document).

Note! The search application is accepted within 6 months from the date of sending.

If within two months from the date of submission of the application the Russian Post is unable to locate the parcel, the sender is paid compensation equal to the sum of the declared value of the parcel and shipping costs.

What to do if Russian Post refuses to cooperate?

If your statements are ignored and you are openly brushed aside, you have the right to leave a complaint in the public reception area on the official website of the Russian Post. In order for your application to be considered, you need to fill out a simple form containing the following information:

Your last name, first name and patronymic;
E-mail address;
Subject of your question;
Text of the appeal.

Note! Your statement should be written correctly and not too emotional. Please remember that applications containing obscene language, jargon or threats may not be considered.

Shopping in foreign online stores has a number of attractive advantages. Among them there is a huge range of choice and prices without additional markups and fees. The only problem that arises is delivery or postage. The most common options for receiving goods are Russian Post or EMC service. How to protect yourself from losses caused by delivery services?

Delivery by Russian Post

To save yourself some hassle, be sure to enable the tracking function when placing an order (you may have to pay extra for this functionality). This means that the postal item will have a unique track number by which its location can be tracked. This track number is indicated on the receipt that is issued when sending the parcel. The original (preferably) or a copy of the check should definitely be requested from the sender. Demand from the sender that the amount of the declared value is correctly indicated on the check - this will help you receive adequate compensation in case of loss of the parcel. It is optimal if the declared value is equal to the amount that you transferred to the online store for the purchase.

Using the track number, you can use the location of the cargo. If the parcel has successfully passed customs and entered the territory of the Russian Federation, then the shipment will receive the status “Left MMPO”. From this moment on, Russian Post bears full responsibility for the parcel. If there is no such status, only the sender will be able to find the lost parcel.

If your shipment is stuck at customs, you must contact the Russian Post customs office by phone. Using the track number, you can find out the reason for the detention and the expected release date. There is no way to speed up this process. If all reasonable deadlines have passed, you can contact the Federal Customs Service in writing, but the bureaucratic correspondence threatens to drag on for a long time.

The parcel will become lost after the expiration date. If the order is late, the recipient is entitled to compensation in the amount of 3% of the cost of the service. To receive compensation you will have to write. The claim can be filed no later than 6 months after the fact of the delay has been established.

Let's assume that all the deadlines have expired and the package has not arrived. That is, the parcel left the sorting center and disappeared. What to do if you lost your parcel? Russian Post provides detailed information on this situation. Filled out, which is transmitted to any post office. The search period is 60 calendar days from the date of application. If the search does not produce results, the applicant is paid compensation in the amount of the declared value and the shipping tariff.

What if compensation is denied? This happens if Russian Post has lost the parcel and refers to damage/loss as a result of incorrect packaging of the postal item. We fill out the form and wait for the results. If you are not satisfied with these results, the only option left is to appeal to the courts, but this is a completely different, very complicated story.

Delivery using EMS RUSSIAN POST

The algorithm of protective actions is identical to that described above: we obtain a unique number of the postal item at any cost, and also fight for an adequate declared value. Please note that EMS does not work with a declared value of more than 50 thousand rubles. You can track the cargo route in or in the universal postal locator.

EMS guarantees stricter delivery deadlines. So, if there is a delay of 5 days, the recipient is required to return 100% of the cost of the tariff. For EMS, the same search algorithm applies as for Russian Post. For the sake of objectivity, it should be noted that if we lost the package, the chances of receiving compensation are significantly higher.

Let's summarize. Finding a lost package and getting compensation for it is certainly possible. However, this will require a significant investment of time and nerves. That is why when ordering goods from foreign online stores, it is recommended to use alternative courier services. The cost of overhead costs will increase slightly, but you will receive stronger delivery guarantees: in this case, you will be making claims to the online store.