This page covers issues related to the general rules for receiving parcels at the post office, and a section is devoted to issues of 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 in the event of theft of a parcel, it is necessary to receive an international parcel at the Russian Post in accordance with all the rules: the main one of which 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 mail 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 - an act on the external condition of the item and difference in weight.

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, discrepancy in weight) or external signs may suggest damage, deterioration of the attachment, or the presence of an attachment prohibited for 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 Media of the 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 by the DHL postal service 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 officials 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, which will arrive in chronological order second in the Russian Federation.

How to find out the track number of the second parcel

In your CU personal account 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 a full description of what was delivered, indicating the weight. If some items remain intact, you can receive them and there is no need to send them back.

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

Reply to the letter with this order by writing to the email address - [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 an email with an apology and information that the store administration will initiate a mail 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 the following options are possible: the recipient's address was incompletely/incorrectly specified 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

This document mostly duplicates the information from the accompanying postal document and additionally indicates the cost of all goods in the parcel together and separately. 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 reviews on the Internet 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 with a large number of surveillance cameras, and the inspection procedure is carried out in the presence of witnesses.

Check it out here: The parcel is stuck at the Vnukovo MR LC, how to speed up delivery

What to do when there are signs of tampering, and the weight of the parcel does not correspond to the declared one?

If you find traces of the parcel being opened or a change in its weight, then you should perform a number of actions:

• Take a video of the entire process of unpacking the package at the post office. Request the presence of several department employees or a supervisor.
• Request that the act be drawn up in Form 51. The document must contain a signature and seal. You should be given the paper in printed form.
• If the fact of theft or substitution of contents has been confirmed, then you need to refuse the parcel.
• Take a photo of the parcel on the scale, the packaging indicating the weight and the postal notice. You will need all this to conduct a dispute with the seller on Aliexpress.
• Open a dispute on the website by attaching photos and videos. Demand a refund from the seller.

Mobile phone Huawei ascend P6.

The order was placed on December 2, 2013, when the site had a Black Friday sale. The seller supplied the order with a case, bumper and protective film as a gift.
All the fun cost me 344.99 USD + “free” shipping by Singapore Post.
Customs accepted and released my order on December 30, but Russian Post did not want to make a New Year's gift and delivered the order to my post office only on January 8.

Unfortunately for me, on the day when I went to pick up the parcel, my post office had already accumulated 4 parcels from China. The operator brought me a stack of 4 items, outwardly everything was fine. And then I made the main mistake - I did not look at each box, but signed for receipt, took the entire stack by the bottom one and walked home happy.
At home, I discovered that the package with the phone was weightless (or rather, it weighed 64 grams).

The first thoughts are “who is to blame?”: the seller, customs or Russian Post. Having carefully examined the parcel, I realized that the tape around the perimeter was not a native element of the packaging. Having carefully removed it, I found a cut running along the 2nd edge of the box, through which the phone was removed.

Then I went to the Russian Post website and using the parcel tracking service (http://www.russianpost.ru/tracking/) I learned that the weight of the parcel had changed somewhere in the bowels of the Russian Post.

I tried to call the Russian Post hotline with the question “which sorting center has the weight of the parcel changed?”, but the operator said that they don’t have this information in the database and the only thing I can do is write a complaint at my post office .
I take the parcel in my hands and run to the post office. At the post office, I immediately ask you to call the head of the department, but that day only his deputy was at work. I explained to him my situation, that the parcel left customs with a weight of 507g, but arrived at your office with 64g. When I asked why they were not alarmed by this, I received an excellent answer: “They say they often have technical errors in indicating the weight of the parcel, there are cases when the actual weight differs from the indicated weight by a kilogram and they do not pay attention to it - the packaging is intact.” He refused to accept my complaint because I opened the package at home, but promised to find out from the higher department what I should do and advised me to come another day when the boss was there.

Arriving home, I decided not to waste time and opened a dispute with the seller on AliExpress.com with a request to return the full amount of the purchase (maybe it will work).

A couple of days later I stopped by my post office and spoke with the boss. He threw up his hands, saying that the deputy did not convey anything and in general he is not here today and will not be for another 7 days and he cannot accept the complaint now, because... I opened the package at home. But they say he will try to call the deputy and find out something.

I realized that it was useless to look for the truth in my Russian Post office and tried to send an electronic appeal on the Russian Post website. But within two days the service displayed an error: the confirmation code was entered incorrectly, or the site was overloaded. As a result, I sent my claim by email to .

The answer came within 3 days.

Briefly, the essence of the letter is that I can submit a written claim within 6 months at the Russian Post office, and the employees of my department will receive additional training to improve the quality of service (looking ahead, I will say that 2 months after receiving the parcel with the phone number I still I did not notice any changes in the quality of service provided by the employees of my branch of the Russian Post).
The most illogical thing is that I must attach to the claim a document certifying the provision of postal services: an agreement, a receipt or an inventory. But how can I have these documents if I am the recipient, and if there was an inventory included in the parcel, then it went along with the phone.

At this time, the seller refused to refund my money and asked me to show proof that I received a weightless parcel.
I decided to put more reasonable pressure on the seller and again requested a refund in the amount of 294.99 USD, arguing that the customs declaration indicated the cost of the phone as 50 USD and I could only demand a refund of this amount from the Russian Post.

To file a claim with Russian Post, I asked him for an agreement with Singapore Post. And to confirm that I received the weightless parcel, I sent a track from the Russian Post website (presented above).

As a result, the seller was stuck for 8 days. Eight days later, his knowledge of English was enough to copy his first message and cancel the refund.
To this response, I repeated my request to mail the documents to me and return the $294.99 in slightly simplified English.
The seller hung up again, the timer on the AliExpress.com website was reset and my dispute was “escalated”, i.e. Now the site administration had to decide who was right.
The site administration recognized my claims as justified and asked the seller for evidence. But then the Chinese New Year came and all of China froze for 2 weeks (and they also say that Russians take a long rest)
On February 9, the seller was finally honored to provide evidence - it turned out to be a video showing how a package with Huawei ascend P6 is packaged and that it weighs 507g. and a delivery certificate generated on 02/09/2014
It took the site administration 8 days to make a decision. I was pleasantly surprised, my claim was recognized as justified and I was refunded the full cost of the order (344.99 USD).

But I’m not going to stop there and I’m ready to file a claim with the Russian Post, let them return me 50 USD for moral damage, and maybe there will be more order at the sorting centers.

In conclusion of this article, I would like to remind you of a few simple rules to avoid this situation:
1. Before receiving the parcel, check the track on the Russian Post website and make sure that the weight of the parcel has not changed along the route and corresponds to the weight indicated on the postal notice;
2.Never sign a postal notice before receiving the parcel;
3. 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. Point out the packaging elements that cause you doubt. Draw up a claim act and open the parcel in the presence of a Russian Post employee. At the same time, do not sign the mail notification under any circumstances.
5. Open the parcel in the presence of a Russian Post employee and record a video of the process of opening the parcel. This record will be significant evidence when opening a dispute on AliExpress.com.
6. If everything is in order (weight, packaging), do not be lazy to open the parcel at the post office. There are cases when parcels are confused (I saw it personally). It will be very difficult to prove that you were given someone else’s package if you open it at home.

If you have any questions write to me This email address is being protected from spambots. You must have JavaScript enabled to view it. .

P.S. You can read another story about the theft of a tablet from a parcel (with a replacement attachment)

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 contact the chat. To understand what to do if you notice changes in the weight of your parcel, let’s first understand the reasons for such changes.

How can you find out about changes in the weight of a parcel from Aliexpress?

- track number information;
- upon receipt of the parcel during its control weighing or at home;

Reasons for reducing or increasing the weight of a parcel

- incorrect entry by the operator of the weight of the parcel when accepting it from the seller;
- weighing error (which is unlikely);
- substitution of goods in the parcel along its route;
- if the weight of the parcel has decreased or increased by several grams, then this could be affected by humidity or, conversely, dry air;
- theft of the contents of the parcel (empty parcels arrive quite rarely; a common practice is the substitution of goods);

What to do if a change in the weight of a parcel from Aliexpress is detected?

If the change in the weight of the parcel ranges from a couple to 15 grams, then in principle there is nothing to worry about.
But what should you do if the weight of a parcel from Aliexpress has changed significantly?
Having received a notification from the post office that you can pick up the parcel at the post office, before handing it over, the operator is obliged to weigh it and only after that hand it over to you. Until you receive the parcel, the sender is responsible for it. Once you sign for receipt of the parcel, you are responsible for it.
If the stated weight of the package upon shipment is significantly different, first inspect the package for signs of tampering.

The parcel was opened and checked at customs
Recently, cases have become more frequent that parcels from China have begun to be selectively checked at customs for compliance with their declared value.
If your parcel was opened at customs, then it must have a corresponding mark and written confirmation, which must be shown to you upon receipt.

Opening and inspection of the contents takes place in the presence of two postal employees.
If the inspector’s suspicions are not confirmed, then the shipment is packed, and a customs inspection certificate certified by the participants in the process is attached to it on the outside.

If the parcel contains goods that are prohibited for transportation, it will simply be returned to the sender.
If the presence of prohibited goods is detected during the inspection procedure, the parcel is subject to seizure and disposal.
Customs officers are unlikely to steal the contents of your parcel, since there are a lot of CCTV cameras in the customs control areas.

The parcel shows signs of being opened or does not correspond to the declared weight
If the parcel shows signs of tampering or does not correspond to the declared weight (the product is missing or it has been replaced), then in such cases, upon receipt, you must perform the following steps.
- Be sure to continuously shoot a video of the opening of a parcel at the post office in the presence of post office employees (the boss).
- Ask for Act 51 to be drawn up in printed form with the signature and seal of the post office, which should be handed to you.
- If the goods were stolen or the inside is not at all what you ordered on Aliexpress, then you will need to refuse the parcel.
- To open a dispute, take a photo of the parcel on the scale, a photo of the packaging on which the weight is indicated, and a photo of the notice from the post office, which also indicates the weight.
- Open a dispute on Aliexpress, attach video and photo evidence and request a full or partial refund.

Still have questions? ask your question in the technical support online chat or write it below in the comments