This information kit is designed to inform Postal
ServiceTM employees about changes to the international
claims and inquiry process. The improved process provides
greater convenience as customers now simply call the
International Inquiry Center at 800-222-1811 to initiate an
inquiry regarding international registered, recorded delivery, insured, and ordinary parcels. Previously, customers
who wished to place an inquiry were required to go to their
local Post OfficeTM to fill out PS Form 542, Inquiry About a
Registered Article or an Insured or an Ordinary Article. PS
Form 542 is now obsolete.
This kit contains the following materials:
• Briefing Article.
• Frequently Asked Questions.
• Stand-Up Talk for Employees.
Briefing Article
The Postal Service has adopted changes to the international claims and inquiry process to provide greater customer convenience. Previously, customers who wished to
place an inquiry had to go to their local Post Office to fill out
PS Form 542. PS Form 542 is now obsolete.
With the new process, customers now simply call the
International Inquiry Center at 800-222-1811 to initiate an
inquiry regarding international registered, recorded delivery, insured, and ordinary parcels. This process is similar to
the process customers use for Global Express
Guaranteed® and Global Express Mail® services.
When customers call 800-222-1811 to initiate an inquiry,
they will need to provide the following information:
1. Mailing receipt number.
2. Names, addresses, and telephone numbers of the
mailer and addressee.
3. Date of mailing.
Customers must allow sufficient time for delivery of the
mailpiece to the foreign country and must initiate inquiries
within the following time limits:
• For articles sent by Global Express Mail with Guarantee service, not earlier than 3 days from the date of
mailing but not later than 30 days.
• For articles sent by Global Express Mail service, not
earlier than 3 days from the date of mailing but not
later than 90 days.
• For registered letter post, recorded delivery, or insured and ordinary parcel post sent by airmail, not
earlier than 7 days from the date of mailing but not
later than 6 months.
• For registered letter post, recorded delivery, or insured and ordinary parcel post sent by economy (surface) mail, not earlier than 30 days from the date of
mailing but not later than 6 months.
Customers are also reminded to visit USPS.com® to find
out more information regarding the status of their articles.
If there is a determination that an article was lost, damaged, or rifled, the International Inquiry Center will mail to
the customer a claims packet with PS Form 2855, Claim for
Indemnity - International Registered, Insured, and
Express Mail. The claims packet includes instructions that
the customer must complete. Claims must be accompanied
by evidence of mailing, evidence of value, and any other
documentation to support the claim.
Claims for registered articles and for insured and ordinary parcels delivered to the addressee in a damaged condition or with missing contents are payable only to
addressee, unless the addressee waives payment, in writing, in favor of the sender. If a damaged or rifled article is
returned to the sender, the sender is eligible to file the claim
and be the payee.
Frequently Asked Questions
1. Does the parcel indemnity apply to APO/FPO
shipments?
No, APO/FPO shipments do not qualify for parcel indemnity
coverage. Parcel indemnity coverage applies only to international air parcel shipments. Although customs forms are
used for APO/FPO shipments, they are considered domestic services.
2. What is the difference between indemnity and insurance coverage?
Indemnity for ordinary parcels - i.e., uninsured parcels -
is included in the price of air and economy parcel post
service and is based on the weight of the item, not on the
value of the item. Indemnity will not be paid for shipments
that contain coins; bank notes; currency notes (paper
money); securities of any kind payable to bearer; traveler's
checks; platinum, gold, and silver (manufactured or not);
precious stones; jewels; jewelry; watches; and other
valuables. However, mailers may still purchase insurance,
for a fee, to many countries - for availability, see International Mail Manual (IMM) 320 and the individual country
listings in the IMM. When insurance is purchased, it replaces the ordinary parcel indemnity coverage.
3. What is meant by ordinary parcel post?
Ordinary parcel post is any air or economy parcel that is
uninsured.
4. How does a customer file a claim for an international
parcel post item?
The customers must precede a claim with an inquiry. Customers must call 800-222-1811 to initiate an inquiry regarding items mailed on or after January 17, 2006.
5. Will a customer still need to file PS Form 542?
No, PS Form 542 is obsolete. Customers must call
800-222-1811 to initiate an inquiry regarding items mailed
on or after January 17, 2006.
|
6. What information must a customer provide when calling 800-222-1811 to initiate an inquiry?
The customer must provide the following:
• Mailing receipt number.
• Names, addresses, and telephone numbers of the
mailer and addressee.
• Date of mailing.
7. How soon after the mailing date can a customer initiate
an inquiry?
Customers must allow sufficient time for delivery of the
mailpiece to the foreign country and must initiate inquiries
within the following time limits:
• For articles sent by Global Express Mail with Guarantee service, not earlier than 3 days from the date of
mailing but not later than 30 days.
• For articles sent by Global Express Mail service, not
earlier than 3 days from the date of mailing but not
later than 90 days.
• For registered letter post, recorded delivery, or insured and ordinary parcel post sent by airmail, not
earlier than 7 days from the date of mailing but not
later than 6 months.
• For registered letter post, recorded delivery, or insured and ordinary parcel post sent by economy (surface) mail, not earlier than 30 days from the date of
mailing but not later than 6 months.
8. How will a customer know if the inquiry has become a
claim?
When there is a determination that the article was lost,
damaged, or rifled, the International Inquiry Center will mail
to the customer a claims packet with PS Form 2855.
9. How are claims paid?
Claims are paid to the sender for loss. Claims for damage
or loss of contents are payable only to the addressee if the
addressee accepts delivery of the package.
10. What if the damaged or rifled items are returned to
sender?
The sender is eligible to file a claim and be the payee.
11. Is the postage refunded?
Postage is refunded for articles that are completely lost,
with the exceptions listed in Mailing Standards of the United
States Postal Service, Domestic Mail Manual (DMM®),
Section 604.9.0, Refunds and Exchanges.
12. Are special service fees refunded?
No, special service fees are not refunded.
Stand-Up Talk for Employees
[Please read this stand-up talk to all employees and then
post copies on employee bulletin boards.]
Effective January 17, 2006, the Postal Service implemented changes to the international claims and inquiry process. The improved process provides greater convenience
for our customers, who now simply call 800-222-1811 to initiate an inquiry regarding the delivery of the following international mail items:
• International registered mail.
• Recorded delivery.
• Insured parcels.
• Ordinary parcels.
With this change, a customer is no longer required to
place an inquiry by going to the local Post Office and filling
out PS Form 542, Inquiry About a Registered Article or an
Insured or an Ordinary Article. PS Form 542 is now
obsolete.
When customers call 800-222-1811 to initiate an inquiry,
they need to provide the following information:
1. Mailing receipt number.
2. Names, addresses, and telephone numbers of the
mailer and addressee.
3. Date of mailing.
Customers must allow sufficient time for delivery of the
mailpiece to the foreign country and must initiate inquiries
within the following time limits:
• For articles sent by Global Express Mail with Guarantee service, not earlier than 3 days from the date of
mailing but not later than 30 days.
• For articles sent by Global Express Mail service, not
earlier than 3 days from the date of mailing but not
later than 90 days.
• For registered letter post, recorded delivery, or insured and ordinary parcel post sent by airmail, not
earlier than 7 days from the date of mailing but not
later than 6 months.
• For registered letter post, recorded delivery, or insured and ordinary parcel post sent by economy (surface) mail, not earlier than 30 days from the date of
mailing but not later than 6 months.
After an inquiry is made, the International Inquiry Center
will correspond with the respective post in the foreign country and will advise the customer of the results of the inquiry
and if further action by the customer is required.
For more detailed information on this change, see the
appropriate articles in Postal Bulletin 22172 (1-19-06).
—International Products,
Product Development, 1-19-06 |
