The problem with the delivery of parcels from China. Thousands of parcels without Inns got stuck at Russian customs. When the parcel is at the post office, I need to go for it myself or the postman will bring it

Since March, the excitement of buyers who are waiting for their parcels has increased, and the number of questions about tracking parcels from China by tracking number (normal shipment) - in ~ 30% of cases parcels simply cannot be tracked, the data does not appear even on the postal service of China. As a rule, out of these 30%, these are parcels with CN tracking numbers at the end (via China Post) sent from a supplier whose products are presented with us with the marking [F] at the end. There may also be problems with long delivery and tracking for parcels with HK at the end, but less often. And many demand that we receive this data, or even speed up delivery, asking questions such as: “I can’t track the package, it has been going for a long time ... when will it arrive? (1), why is it not tracked? (2), where is it now? (3), do something to make it go faster (or at least data about it appeared)! (4), confirm sending (proof of sending) (5), it's been many days, and I still haven't received the package (a)... I will sue you! (6)" and the like.

Any attentive visitor, reading the information on our website about delivery times (and it is the responsibility of the client to read the information), already knows before ordering what can be expected from our mail - namely, delivery times are above average (and nuances), and that there is poor tracking of parcels (or data does not appear at all), as well as other nuances, including the loss of parcels by mail. About all these nuances, we have always had and have, reliably, transparently and honestly described and. We do not hide these pages from reading, we do not write in the smallest font somewhere at the bottom so that it is not noticeable, and we are too lazy to read. These pages and information are in prominent places, and in addition, we give links to these pages and important information in them wherever possible, and when the client places an order, we also indicate these pages to him for review.

However, questions that are already answered on the site are constantly pouring in. And in essence, for us, these are questions that are not on the merits (like those given here above), meaningless questions. Undoubtedly, you feel differently, and we agree that such a delivery, which takes a long time and is not tracked, brings little joy, but try to delve into what will be said later, namely: not to the point and meaningless, these questions are for the simple reason ( Attention!), THAT WE ARE ABSOLUTELY NOT ABLE, IN ANY WAY, TO INFLUENCE THE SITUATION WITH THE WORK OF THE MAIL. AND NO MUCH MANY TIMES WE HAVE NOT BEEN ASKED THESE QUESTIONS, WE HAVE NOT BEEN THREATENED, WE HAVE NOT BEEN ACCUSED, ETC. - ABSOLUTELY NOTHING WILL CHANGE! We cannot speed up the delivery of the parcel, just as, for example, we cannot influence the work of our government of the Russian Federation. Also, we cannot know and find out WHERE THE PACKAGE IS AND WHEN IT WILL BE if data about it does not appear on mail services IT'S SIMPLY IMPOSSIBLE.

In order to find out where the package is, you need to conduct a whole investigation, but not by us, but by a sender located in China - and it's very laborious process, which in the end will simply turn out to be useless, because. in this chain associated with sending a parcel, many people are involved, and there are millions of parcels. The parcel is coming, it may be somewhere in the sorting process, or in the postal car (or train car), and is sent to your post office (or already lying there), but no one can know about it, because. it's just a package in the hands of one worker, which passes into the hands of another postal worker (roughly speaking), who looks at the address on the invoice of this package, and sends it to where the logistics of this item require. This address flashes through the head of the postal worker for a second, and then he forgets about it, picking up another package, and only in this second, he can know about him that he is at this point of departure, and MORE ABOUT THIS, DO NOT NO ONE KNOWS. There is also a postal worker, whose duties include entering data about this item into the database of the postal service, and if he does not enter it there, which has been happening very often lately, because. there is no data on the movement of the parcel, then also, NO ONE MORE KNOWS ABOUT THIS, BUT NEVER THERE, THE PARCEL CONTINUES MOVEMENT, I UNDERSTAND AGAIN, CONTINUES MOVING TO YOUR POST OFFICE. And no one will, at our request, or at the request of the sender (if, for example, call the post office where the parcel should arrive), ring up all the intermediate points and sortings that can be along the way of the parcel, raise their ears, and tear everyone away from work people from these points who could hold this parcel, so that these people, among thousands of other parcels in heaps, look for the one that has your tracking number on it! All that the postal worker of the point of arrival (your post office) can do about the fate of your parcel, on the call of the sender (if he knows Chinese), or the recipient (i.e. you) is just to say whether your parcel is or not, in point of arrival (and then, there were cases when they didn’t even know about it, although the parcel was already lying among a bunch of others, at the point of arrival).

Also about the proof of shipment, which some customers require from us. IF WE HAVE GIVEN YOU A TRACKING NUMBER, IT MEANS THE PARCEL IS SENT FROM CHINA, AND IT CANNOT BE OTHERWISE, OTHERWISE WE WOULD NOT GIVE A TRACKING NUMBER, AND WE DID NOT SAY THAT IT IS SENT (in this regard, about the issue of trust ). Understand, such exciting letters with demands, questions (as they were listed at the beginning), threats of litigation, come to us regularly, and almost every day, because. these ordinary departures often reach beyond the deadlines (as can be seen from the above diagrams), but nonetheless, our excited customers receive parcels, however, pretty ruffled our nerves(to whom else, not by mail, after all), and we cannot pull the supplier every time and every day so that he issues these documents (receipts, statements, etc.), and there is simply no real need for this (only after 3-4 months, when it will definitely become clear that the package was lost). And please, DON'T NEED TO THREATEN US WITH COURTS (WHICH IS OFTEN), THREATEN THE POST WITH COURTS - IT DELIVERS YOUR PACKAGES, NOT WE!

As an answer to those questions that are given here at the beginning, a link to this page will be given.

We kindly ask you to treat this information with understanding, and ask questions on the merits - i.e. when issues require our individual solution and intervention (according to our conditions and obligations), when it becomes obvious that the parcel is lost (more than 2 months, does not appear in the post office). About this, as well as shipping insurance (conditions), .

Federal customs Service On December 7, Russia introduced new rules for processing parcels from foreign online stores for delivery operators. The problems started immediately.

Now, to receive the parcel, you will need to specify the TIN and links to the purchased goods. In social networks, users complain about parcels stuck at customs, and in delivery services they say that until the FCS signs an addition to the order on the list of those to whom it acts, the parcels will remain in a “hanging” state.

Delivery services have already sent warnings to their users that when shopping in foreign online stores, along with passport data, it is necessary to indicate the TIN (the requirement applies only to Russian citizens) and links to the pages of the online store with a description of each product. This innovation will not affect parcels, the delivery of which from the sender to the recipient is made through the Russian Post.

Anastasia Solopeko writes on Facebook that her order from the English online store, issued on November 29, has been “hanging” at customs since December 1, and only by calling the delivery company did she find out that now it is impossible to receive the parcel without a TIN.

“So if you ordered something and this “something” is not coming to you, call and sort it out. For some reason, they themselves do not send messages demanding to fill out the customs form again,” she warns.

In service Delivery Boxberry The Russian service of the BBC was told that the parcels would remain in a “hanging” state until the FCS signed an addition to the order on the list of services for which it operates.
When asked when it will be signed, COO Yaroslav Polishchuk found it difficult to answer. “We have no understanding, they don’t tell us anything,” he said.
Polishchuk said that about 25-28 thousand Boxberry orders are now at customs without a TIN. “It piled up in three days,” he says.

The Russian service of the BBC failed to promptly contact the FCS with the question of when the additions would be signed - the telephones of the press service were unavailable all day.

At the same time, DPD services in Russia and SPSR Express have no delays with parcels from foreign online stores, Evgeny Privalov, head of the international transportation department, told the BBC Russian Service.
The Pony Express delivery service reported that on December 4 they began to notify customers about the need to provide a TIN, so they received a “rather high response”. The company found it difficult to provide exact data on the “stuck” parcels.

Experiment for seven months
Letters from delivery services say that new data is needed to "confirm the declared value of the goods." Operators refer to the order of the Federal Customs Service of November 24. Requirements apply only to orders individuals for personal use.
The press service of the Federal Customs Service told Kommersant that the TIN and references to goods are needed to determine their value and weight, as well as to reduce the risk of importing goods to nominees. So the customs will check the excess of the duty-free threshold. Now it is no more than 1000 euros and 31 kg per month.
The Russian service of the BBC was unable to find the order published by the FCS. A copy of it was posted on its website by the Boxberry delivery service.

According to the document, innovations will be valid until July 1, 2018, the initiative is called "experiment".

It follows from the text of the order that this experiment is being introduced to strengthen control over the reliability of the documents provided in the customs declaration. The order establishes the need for the FCS's main anti-smuggling department to conduct a quarterly analysis of passport data. Information about invalid passports must be transferred to the analytical department of the customs service.

So, no matter how sad it may sound, "we stock up on popcorn" ...

08.12.2017 20:15:43 / 60163

To track your package, you need to follow a few simple steps.
1. Go to the main page
2. Enter the track code in the field with the heading "Track the postal item"
3. Click on the "Track package" button located to the right of the field.
4. After a few seconds, the tracking result will be displayed.
5. Study the result, and especially carefully the last status.
6. Estimated delivery period, displayed in the track code information.

Try it, it's not hard ;)

If you do not understand the movements between postal companies, click on the link with the text "Group by companies", which is located under the tracking statuses.

If there are any difficulties with the statuses on English language, click on the link with the text "Translate to Russian", which is located under the tracking statuses.

Carefully read the "Track code information" block, where you will find estimated delivery times and other useful information.

If, when tracking, a block is displayed in a red frame, with the heading "Pay Attention!", Carefully read everything that is written in it.

In these information blocks, you will find 90% of the answers to all your questions.

If in the block "Pay Attention!" it is written that the track code is not tracked in the country of destination, in this case, tracking parcels becomes impossible after the parcel is sent to the country of destination / after arriving at the Moscow Distribution Center / Item Arrived at Pulkovo / Arrived at Pulkovo / Left Luxembourg / Left Helsinki / Sending to the Russian Federation or after a long pause of 1 - 2 weeks, it is impossible to track the location of the parcel. No, and nowhere. Not at all =)
In this case, you need to wait for a notification from your post office.

To calculate delivery times in Russia (for example, after export, from Moscow to your city), use the "Delivery deadlines calculator"

If the seller promised that the parcel would arrive in two weeks, and the parcel travels for more than two weeks, this is normal, the sellers are interested in sales, and therefore they are misleading.

If less than 7 - 14 days have passed since the receipt of the track code, and the package is not tracked, or the seller claims that he sent the package, and the status of the package "the item pre-advised" / "Email notification received" does not change for several days, this is normal, You can read more by clicking on the link:.

If the status of the mail item does not change for 7 - 20 days, do not worry, this is normal for international mail.

If your previous orders arrived in 2-3 weeks, and the new package takes more than a month, this is normal, because. parcels go by different routes, in different ways, they can wait for dispatch by plane for 1 day, or maybe a week.

If the package is out of sorting center, customs, waypoint and there are no new statuses within 7 - 20 days, do not worry, the parcel is not a courier who carries a parcel from one city to your home. In order for a new status to appear, the parcel must arrive, unload, be scanned, etc. at the next sorting point or post office, and this takes much more time than just getting from one city to another.

If you do not understand the meaning of such statuses as Acceptance / Export / Import / Arrived at the place of delivery, etc., you can see the transcript of the main statuses of international mail:

If the parcel is not delivered to your post office 5 days before the end of the protection period, you have the right to open a dispute.

If, based on the above, you did not understand anything, read this instruction again, and again, until complete enlightenment;)

By postal rules it is considered that until the parcel is delivered to the recipient, it belongs to the sender. Therefore, all responsibility for correct filling postal documents, search in case of loss, obtaining compensation in case of theft, etc. lies on the shoulders of the seller.

Plus, on Aliexpress, according to the buyer protection rules, if the buyer has not received the package, then he can get back the entire amount that he paid for the order. Moreover, buyers who no longer needed the goods could simply not pick up the parcel from the post office and after 30 days it went back to China, and the buyer opened a dispute and returned the money. Moreover, there were no problems if suddenly the parcel did not go through customs. And it did not matter for what reasons: whether it was a product prohibited for import, or stolen goods, or the need to pay customs duties. Previously, it was easy to open a dispute, attach a screen of the tracking system, where it was clear that the parcel did not pass customs and went to the seller. In almost 100% of cases, the dispute was resolved in favor of the buyer. After all, he did not receive the parcel.

But, recently, problems have begun for those whose parcel was unwrapped at customs or if the buyer does not want to pay the duty. When opening a dispute due to "Problems with customs" you will see a list of reasons why customs usually holds packages. Such reasons as: lack of an invoice, licenses or certificates, underestimation of the cost of goods, counterfeit goods are the responsibility of the seller. And goods prohibited for import and the need to pay customs fees are on the shoulders of the buyer. That is now, if you are not ready to do customs clearance and pay the fee, then you will be refunded minus the cost of shipping the goods.

If you escalate the dispute for a reason "Problems with customs", then most likely the Aliexpress administration will ask you to provide documents within 7 days stating that the parcel did not pass customs through the fault of the seller.

The buyer receives a message with the following content:

“Please confirm with your local customs and provide official documents from them to clarify the exact delayed reason to AliExpress within 7 calendar days.

If we haven’t received the official document from customs during this time, we would assume that you’re responsible for the shipping fee and compensate seller for the freight.”

(Please contact your customs office and provide official documents within 7 days explaining the reason for the delay of the package. If we do not receive an official document from customs within this time, we will assume that you are responsible for the cost of shipping the goods and compensate her seller"

But this requirement It is very difficult to complete within 7 days. Since the standard time for registering a request for a document is 3 business days. And the document itself can be prepared by customs officers within 30 days. That is, it is extremely difficult to meet the allotted time and the result does not depend on the buyer, but on other persons.

Moreover, the fault may be entirely of the seller. There were situations when the seller forgot to fill out customs declaration when he accidentally wrote in the cost of sending the amount one order of magnitude more than the real cost and the goods did not fit into the norms and it was necessary to pay a substantial amount of duty. There were cases when the seller sent copies of tablets and phones that did not go through customs due to being counterfeit. Or significantly underestimated the cost of the goods, which was clearly visible at the customs.

Unfortunately, over the past few weeks, we have not yet seen a single positive outcome of the escalated dispute due to "Problems with customs". In all these cases, when opening a dispute, buyers attached screenshots of the tracking service, where it was clear that the parcel was going back to the seller. And they described the situation in detail, that it was not their fault. Unfortunately, mediators require a document with a signature and seal.

Outcomes of the dispute due to "the goods did not pass customs"

In the letter, the mediators inform that if there is no evidence that the parcel did not pass customs through the fault of the seller, the buyer will receive a refund minus the cost of shipping the goods.

But there are also situations when the money goes completely to the seller, although the buyer has not received the goods. Most often, if the goods are detained by customs or subject to payment of customs duties.

That is, buyers end up without money and without goods. Which is very embarrassing.

How to open a dispute due to "Problems with customs".

First of all, you do not need to rush to open a dispute. Wait until the package arrives in China. Then the seller will see that he will now receive his goods back and it will be easier for him to agree to a return.

Secondly, do not rush to aggravate the dispute. Try to arrange a refund with the seller first. If the reason is clearly in you, then agree to a refund minus the cost of shipping the goods.

If the reason is the seller, then you can request a document stating that the package was deployed through no fault of yours in advance, even before opening a dispute. Then you will definitely be able to meet the required 7 days to provide evidence of the reason for the delay in the parcel.

Status on Aliexpress "Customs clearance failed"

Since the end of April 2018, strange statuses began to appear in the tracking of parcels on the Aliexpress website, saying that "Customs clearance has not been passed." Of course, buyers are very worried when they see that their package has been detained at customs.

Have a question? Write it in the comments or contact the chat

 

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