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Order of filing claims and requests for EMS express mail search Claims and requests for EMS express mail search are accepted:

• for domestic mail - within six months from the sending date
• for international mail - within four months from the sending date

Claims from legal entities are accepted on the company's letterhead with the signature of the General Director and Chief accountant of the company.

Requests for mail search are accepted at the post offices that accept and deliver EMS express mail. Application form of an established order (Requests for mail search (link to the application)) is provided to the sender upon his request.  

Procedure for compensation payment

Sender has a top-priority right to receive compensation for inappropriate rendering of services for EMS express mail delivery. The sender has a right to waive compensation in favor of the recipient. In order to do so he must prepare a written disclaimer from the compensation. If the sent mail or partial enclosure considered lost is found after compensation payment, such mail or partial enclosure is delivered to the recipient or returned to the sender. At the same time paid amount of the compensation less the compensation for violation of terms of EMS express mail delivery service is recovered from the claimant (sender or recipient).

Amount of compensation payment paid by Russian Postal Service SFUE to the service user is determined as follows:

• Decision about payment is made by Russian Postal Service SFUE
• Compensation is paid based on the written request filed by the user and results of the in-house investigation upon the request.
• User request resulting is financial liability of Russian Postal Service SFUE must be accompanied by the documents supporting the fact of the damage. Copy of address label and payment stub (for mail paid in cash) must be attached to the request.
• Russian Postal Service SFUE reviews the claim and responses to the claimant in writing within the period not more than two months from the receipt date of the claim.
• Compensation is paid at the place of acceptance or delivery of the mail not later than 10 days from the date of the claim admission
• Legal entities can receive the compensation by transfer to their settlement account