Compensation for damages
For non-fulfillment or improper fulfillment of obligations to provide postal services, the Russian Post is responsible to its customers. To receive compensation, you need to apply for damages.
An application for Russian international shipments can be submitted on the page pochta.ru/claim by logging in through the account of the Public Services portal, or fill out the application form on the website, print it out and submit it at any post office. To submit an application, you must attach a receipt (or a copy of it) issued at the time of dispatch, as well as present an identity card (when submitting an application at the post office). The recipient, sender or a proxy of one of them can submit an application.
The sender has the primary right to receive compensation, and he also has the right to refuse compensation in favor of the recipient.
Applications for the search of domestic and international postal items are accepted within six months from the date of dispatch. Applications for the search of international EMS shipments are accepted within 4 months from the date of dispatch in accordance with the Regulations for the Application of the EMS Model Agreement (Bern, 2017)
The Russian Post informs about the search results by registered mail to the postal address, or by letter to the email address specified in the application, no later than 30 calendar days from the date of submission of the application for domestic mail, and 2-3 months for international mail. If the shipment is not found, the Post Office is obliged to pay compensation. Payment is made within 10 days from the date of recognition of the claim.
For international shipments
In case of loss, damage or damage to international registered items (letter, parcel, small package) Russian Post pays compensation in the amount of 30 SDR and the amount of the tariff fee (except for the order fee). In case of loss, damage or damage to a part of their investment — in the amount of the actual value of the missing or damaged part, but not more than 30 SDR.
In case of loss, damage or damage to the bag “M”, compensation is paid in the amount of 150 SDR and the amount of the tariff fee (except for the order fee).
Compensation for the loss or damage of valuable items is the amount of the declared value and the amount of the tariff fee (except for the fee for registration of the declared value).
In case of loss or damage to a simple parcel, compensation is paid in the amount of 40 SDR and 4.5 SDR for each kilogram of the parcel. The amount of the tariff fee is also paid.
In case of loss, damage or damage to a part of an international shipment, the Russian Post will compensate its actual amount, but not more than the amount established for complete theft or damage to the shipment.
In case of return of an international parcel from the customs of the Russian Federation, the Russian Post from 01.10.2021 pays compensation in the amount of the difference between the full tariff and the amount of tariffs for domestic shipments “non-standard parcel” for shipment from the place of delivery to the place of international postal exchange and for return logistics after the return of the shipment by the customs authority.
In case of loss of the EMS shipment, compensation will be 30 SDR for documents and in the amount of the value of the lost, but not more than 130 SDR for commodity investments. The amount of the tariff fee is also paid. Compensation for the loss of a valuable EMS shipment will amount to the amount of the declared value, but not more than 4000 SDR, and the amount of the tariff fee (except for the fee for registration of the declared value).
In case of return of an EMS shipment by the aviation security service or customs of the Russian Federation, the Russian Post pays compensation in the amount of the difference between the full tariff and the tariff for domestic shipments from the place of delivery to the place of international postal exchange.
Russian Post is not responsible for the violation of delivery terms, loss and damage of shipments:
if these events occurred as a result of a natural disaster;
if the shipments were seized by the competent authorities;
if the loss or damage of the parcel occurred due to the sender’s fault: due to incorrect packaging or the properties of the items being sent.
For violation of the control deadlines for sending parcels, the Russian Post pays a penalty to the client – a legal entity or an individual entrepreneur who has concluded an agreement with the enterprise, which is 0.1% of the fee for the forwarding service for each day of delay, but not more than the full cost of the service.
