International Mail

IMM REVISION

International Inquiry, Claims, and Postage Refund Processes

Effective January 17, 2006, we are revising the International Mail Manual (IMM) to reflect changes to the international inquiry and claims process. Our new process will provide greater customer convenience as customers will 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 were required to go to their local Post OfficeTM to pick up and fill out PS Form 542, Inquiry About a Registered Article or an Insured or an Ordinary Article. PS Form 542 is now obsolete, and we will not accept inquiries for ordinary letter-post or Global Priority Mail® items.

After January 17, 2006, customers initiate inquiries by calling 800-222-1811 and providing the following information:

1) Mailing receipt number.

2) Names, addresses, and telephone numbers of the mailer and the addressee.

3) Date of mailing.

The International Inquiry Center will correspond with the destination postal administration and will advise the customer of the results of the inquiry. Customers must allow sufficient time for delivery of the mailpiece to the foreign country and must initiate inquiries within the time limits noted in the following chart:

Customers are also reminded to visit usps.com/global for information about the status of their article. If we determine that the 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 for the customer. Claims must be accompanied by evidence of mailing, evidence of value, and any other documentation to support the claim.

Claims for registered articles and insured and ordinary parcels delivered to the addressee in damaged condition or with missing contents are payable only to addressee, unless the addressee waives payment, in writing, in favor or the sender. If a damaged or rifled article is returned to the sender, the sender is eligible to file the claim and receive payment.

We are also updating the IMM to reflect changes in the postage refund process for Global Express Mail® with Guarantee service.

International Mail Manual (IMM)

* * * * *

3 Special Services

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320 Insurance

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325 Indemnity Claims and Payments

[Revise 325 by changing the word "make" to "initiate" to read as follows:]

The sender must submit the original mailing receipt to initiate an inquiry or file a claim (see Chapter 9).

* * * * *

340 Return Receipt

* * * * *

344 Processing Requests

* * * * *

344.4 Return Receipt Improperly Completed or Not Received

[Revise 344.4 to read as follows:]

If the sender pays for but does not receive a return receipt, or receives an improperly completed return receipt, the sender may request a refund of the return receipt fee at the Post Office where the service was purchased by presenting the mailing receipt.

* * * * *

7 Treatment of Inbound Mail

* * * * *

750 Special Services

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755 Recorded Delivery

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755.2 Inquiries

[Revise the first sentence in 755.2 to read as follows:]

Customers must call the International Inquiry Center at 800-222-1811 to initiate an inquiry about the delivery of a recorded delivery item.***

* * * * *

9 Inquiries, Indemnities, and Refunds

* * * * *

920 Inquiries and Claims

921 Inquiry Described

* * * * *

921.2 Who Can Initiate

* * * * *

921.22 Global Express Mail (EMS)

[Revise 921.22 to read as follows:]

Inquiries pertaining to the disposition of Global Express Mail (EMS) items can be initiated only by the U.S. sender. To initiate an inquiry for loss, rifling, or damage, the sender must call the International Inquiry Center at 800-222-1811 and provide information about the mailing, including (but not limited to) the following:

1) Mailing receipt number.

2) Names, addresses, and telephone numbers of the mailer and the addressee.

3) Date of mailing.

[Revise the titles of 922 and 922.1 to read as follows:]

922 Filing Inquiries

922.1 Waiting Period and Time Limits

[Revise 922.1 to read as follows:]

Customers must allow sufficient time for delivery of the mailpiece to the foreign country and must initiate inquiries within the time limits noted in the following chart:

[Delete 922.2, and renumber 922.3 as 922.2.]

922.2 Global Express Mail (EMS) Inquiry Procedures

[Revise the title and text of 922.21 to read as follows:]

922.21 How to Initiate an Inquiry

The U.S. sender of EMS, recorded delivery, registered air and economy letter-post, insured and ordinary air, and economy parcel post items that may be lost, damaged, or rifled must call the International Inquiry Center at 800-222-1811 within the time limits listed in 922.1 to initiate an inquiry.

922.22 Procedural Steps

[Revise 922.22 to read as follows:]

After the Postal Service customer provides the International Inquiry Center with the relevant mailing information:

a. The International Inquiry Center advises the sender of the results of the inquiry.

b. When there is a determination that the item has been lost, damaged, or rifled, the International Inquiry Center mails to the customer an information packet with a letter of instruction about the claims process.

* * * * *

[Renumber 922.4 as 922.3. Revise the title and text of 922.3 to read as follows:]

922.3 Transmitting Inquiries

The International Inquiry Center sends inquiries about registered or recorded delivery items, insured items, and ordinary parcel post items to the applicable foreign postal administration electronically or via airmail or fax.

* * * * *

924 Initiation of Claims

924.1 Registered Letter-post Mail and Insured and Ordinary Parcel Post

[Revise 924.1 to read as follows:]

Claims are handled as follows:

a. Claims for registered letter-post mail and insured and ordinary parcel post may be initiated by either the sender or the addressee. The claimant must initiate a claim for indemnity within 6 months from the day following the date of mailing. Claims may not be processed until after appropriate inquiries (complaints) have been initiated in accordance with procedures in this subchapter.

b. Claims for registered letter-post and international ordinary and insured parcel post items delivered to the addressee in damaged condition or with contents missing are payable only to the addressee, unless the addressee waives payment, in writing, in favor of the sender. If the addressee does not accept delivery and the item is returned to the sender, the sender is the payee.

* * * * *

925 Required Documentation

925.1 Evidence of Insurance

Indemnity claims for registered items, insured and ordinary parcel post items, and Global Express Mail items must be supported as follows:

* * * * *

[Revise item b to read as follows:]

b. For Global Express Mail items, PS Form 2861 received from the International Inquiry Center.

* * * * *

926 Disposition of Damaged Mail

Dispose of damaged insured and registered mail for which claims have been filed as follows:

[Revise items a and b by removing references to Canada to read as follows:]

a. Damaged international registered mail must be returned to the customer, whether or not the article has salvage value.

b. International insured mail:

* * * * *

(2) If a claim is for total damage and article has salvage value, the article and the packaging must be brought to the Post Office facility. The customer must complete Section I and II of PS Form 2855, and attach the required documentation. Postal Service personnel must complete sections III and IV and send the completed PS Form 2855 to International Claims, St. Louis ASC, PO Box 80146, St. Louis, MO 63180-0146 and give the customer a copy of PS Form 3831, Receipt for Article(s) Damaged in Mails.

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927 Inquiry Charges

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[Revise the title of 927.2 to read as follows:]

927.2 Telegraph Inquiries

[Revise the last sentence in 927.2 to read as follows:]

***Such requests should be forwarded to the International Inquiry Center, US Postal Service, PO Box 39955, Denver, CO 80239-0955.

928 Processing Inquiries

928.1 General Procedures

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928.12 Return Receipts Improperly Completed or Not Received

[Revise 928.12 to read as follows (deleting 928.121 and 928.122):]

Senders may inquire about the delivery of an article by calling 800-222-1811 (see 928.21).

* * * * *

[Revise the title of 928.2 to read as follows:]

928.2 Mail Exchanged With All Countries

[Revise the title and text of 928.21 to read as follows (deleting 928.211 and 928.212):]

928.21 Initiating an Inquiry

Advise customers to call 800-222-1811 to initiate an inquiry relating to:

a. The loss, rifling, or damage of outbound or inbound registered mail.

b. The loss, rifling, or damage of outbound or inbound recorded delivery and insured parcels.

c. The loss, rifling, or damage of outbound or inbound ordinary parcels.

[Revise the title and text of 928.22 to read as follows:]

928.22 Initiating a Claim

PS Form 2855, Claim for Indemnity - International Registered, Insured, and Express Mail, is used to process claims relating to the loss, damage, or rifling of outbound or inbound registered items, insured parcel post items, ordinary parcel post items, and Express Mail items. This form may be obtained at any Post Office.

a. Report on PS Form 2855. The addressee must complete sections I and II; Postal Service personnel must complete sections III and IV.

b. Claims for damage or rifling are payable only to the addressee if the addressee accepts delivery of the article. If a damaged or rifled article is returned to the sender, the sender is the payee.

c. See 925 for required documentation to accompany claim.

d. Do not collect a fee.

e. Send PS Form 2855 and related documents, including envelope or wrapper and customs forms, if available, to International Claims, St. Louis ASC, PO Box 80146, St. Louis, MO 63180-0146.

[Revise the heading and text of 928.23 to read as follows (deleting 928.231 and 928.232):]

928.23 Outbound Insured and Ordinary Parcels

For inquiries relating to the loss or delay of outbound insured and ordinary parcel post items, advise customers to call 800-222-1811 to initiate an inquiry.

928.24 Inbound Registered Mail

928.241 Loss or Delay

For inquiries relating to the loss or delay of inbound registered mail:

* * * * *

[Revise item b to read as follows:]

b. If documentation is available, advise customers to call 800-222-1811 to initiate an inquiry.

* * * * *

[Delete 928.25, 928.26, and 928.3.]

930 Indemnity Payments

931 Adjudication and Approval

931.1 When to Be Instituted

[Revise 931.1 to read as follows:]

Claims for indemnity are initiated upon receipt of a completed PS Form 2855 with appropriate documentation by International Claims, St. Louis ASC, PO Box 80146, St. Louis, MO 63180-0146.

[Revise the title of 931.2 to read as follows:]

931.2 International Claims

931.21 Indemnity Claims for International Registered Mail, Insured Parcel Post, and Ordinary Parcel Post

[Revise 931.21 to read as follows:]

Indemnity claims relating to international insured and ordinary parcel post, EMS, or registered mail are adjudicated by the St. Louis Accounting Service Center.

[Delete Exhibit 931.21.]

[Delete 931.22, and renumber 931.23 as 931.22.]

[Add new section 931.3 to read as follows:]

931.3 Appeals

931.31 Appealing a Claims Decision

A customer may appeal a claims decision by filing a written appeal within 60 days of the date of the original decision. The customer must send the appeal directly to International Claims Appeals, St Louis ASC, PO Box 80146, St Louis, MO 63180-0146.

931.32 Final Postal Service Decision of Claims

If the manager of International Claims Appeals at the St. Louis ASC sustains the denial of a claim, the customer may submit an additional appeal within 60 days for final review and decision to the Consumer Advocate, International Claims Appeals, 475 L'Enfant Plz SW Rm 10433, Washington, DC 20260-0433, who may waive standards in favor of the customer.

* * * * *

[Revise the title of 933 to read as follows:]

933 Payments for Insured Parcel Post and Ordinary Parcel Post

933.1 General Provisions

[Revise the title of 933.11 to read as follows:]

933.11 Paid for Actual Value for Insured Parcel Post

* * * * *

[Add new 933.13 and 933.14 to read as follows:]

933.13 Ordinary Parcel Post - Indemnity Limitations

Coverage is limited to the actual value of contents or the maximum indemnity based on the weight of the article, whichever is less.

933.14 Ordinary Parcel Post - Exceptions to Indemnity

In addition to the general exceptions to payment described in 932, indemnity may not be paid:

a. For parcels containing coins; banknotes; currency notes (paper money); securities of any kind payable to bearer; traveler's checks; platinum, gold, and silver; precious stones; jewelry; watches; and other valuable or prohibited articles.

b. For consequential losses, delay, concealed damage, spoilage of perishable items, articles improperly packaged, and articles too fragile to withstand normal handling in the mail.

c. When other countries report delivery of parcels without external trace of rifling or damage and acceptance by the addressee or an agent without reservation concerning the condition of the contents, and when delivery was made under conditions prescribed by the domestic regulations of the country of destination for mail of the same kind or on presentation of a regular postal identity card.

d. When loss, rifling, or damage has been caused by the fault or negligence of the sender or the addressee or the representative of either, such as failure to endorse the parcel conspicuously to show the nature of the contents or to provide adequate packing for the length of the journey and for the protection of the contents.

e. When the claimant, with intent to defraud, has declared the contents of a parcel to be above their real value.

f. For indirect loss or loss of profits.

g. When evidence of the value of the ordinary indemnity coverage on an ordinary parcel has not been presented.

h. To the addressee for parcels delivered to the addressee in damaged condition or with missing contents unless the addressee waives payment, in writing, in favor of the sender.

* * * * *

934 Payment for Registered Mail

934.1 General Provisions

* * * * *

934.13 Indemnity Will Not Be Paid

In addition to the general exceptions to payment described in 932, indemnity will not be paid:

* * * * *

[Revise item c to read as follows:]

c. In excess of the limits in 934.2 for domestic registered letters bearing foreign return addresses that are forwarded under 762.2b.

* * * * *

940 Postage Refunds

941 Postage Refunds for Letter-post and Parcel Post

* * * * *

941.3 Processing Refund Applications

* * * * *

941.32 Items Originating in a Country Other Than the United States

[Revise 941.32 to read as follows:]

When there is reason to believe that the other country is at fault, or when the request relates to mail originating in another country, forward the application with the wrapper and all supporting papers to the International Inquiry Center, US Postal Service, PO Box 39955, Denver, CO 80239-0955.

942 Postage Refunds for Global Express Mail Items

942.1 Who May File

[Revise 942.1 to read as follows:]

File requests for refunds as follows:

a. U.S. senders of EMS items must complete the inquiry process (see 922) before filing for a postage refund. An inquiry must be initiated within 90 days of the date of mailing by calling the International Inquiry Center at 800-222-1811.

b. U.S. senders of EMS items with guarantee service that did not meet the guaranteed delivery date must initiate a request for postage refund no later than 30 days from the date of mailing by calling the International Inquiry Center at 800-222-1811.

942.2 Conditions

[Revise 942.2 by adding new 942.21 and 942.22 to read as follows:]

942.21 EMS Refunds

The Postal Service will refund postage of EMS items only when:

a. The inquiry process has confirmed that total loss, damage, or rifling of an EMS item has occurred.

b. The customer has initiated an inquiry within the requisite 90-day filing period.

c. The Expedited Service specialist has received verification from the Product Tracking System (PTS) or the EMS Inquiry Center that loss, rifling, or damage has occurred.

d. The customer has received PS Form 3533, Application and Voucher for Refund of Postage and Fees.

942.22 EMS with Guarantee Refunds

The Postal Service will refund postage of EMS with guarantee service only when:

a. The customer has initiated a request for postage refund within the requisite 30-day filing period.

b. The International Inquiry Center received confirmation from the foreign postal administration that the item did not meet the specified delivery standard.

c. The customer has received PS Form 3533-GE, Application and Voucher for Refund of Postage and Fees - EMS with Guarantee Service.

942.3 Application

Mailers requesting postage refunds must submit to the postmaster at the office at which the item was mailed:

* * * * *

[Add new item c to read as follows:]

c. For customers who purchased EMS with Guarantee service, their receipt (original copy of the mailing label) showing guaranteed delivery date with PS Form 3533-GE in duplicate.

942.4 Processing of Refund

[Revise 942.4 to read as follows:]

EMS postage refund requests are processed under DMM 604. The mailer must complete Part I of PS Form 3533 in duplicate and submit it, along with the original customer copy of the mailing label (PS Label 11-B, Express Mail Mailing Label - Post Office to Addressee), to any Post Office facility. Refund requests for EMS with Guarantee service are processed when a customer submits PS Form 3533-GE with appropriate documentation (see 942.2) to:

SCANNING AND IMAGING CENTER
US POSTAL SERVICE
PO BOX 9006
SIOUX FALLS SD 57117-9006

[Revise the title of 942.5 to read as follows:]

942.5 Unallowable Refunds - EMS With No Service Guarantee

[Revise 942.5 by adding new 942.51, 942.52, and 942.53 to read as follows:]

942.51 Postage Refunds - EMS

Refunds for EMS will not be made for the following:

a. Delayed Global Express Mail (EMS) items.

b. When the item contained prohibited matter.

c. When the item has been seized or confiscated by customs or any other government agency of the destination country.

942.52 Unallowable Refunds - EMS With Guarantee Service

Refunds will not be made for the following:

a. Delivery was attempted but could not be made.

b. The delivery address or postal code was incomplete or inaccurate.

c. The item was detained or delayed by customs or any other government or law enforcement agency of the destination country.

d. The item had to be forwarded to another address.

e. Delay resulted from any defect or characteristic due to the nature of the shipment, even if known to USPS at acceptance.

f. The item was delayed by any circumstance beyond the control of USPS and the foreign postal administration, acts of God, force majeure, terrorist activities, strikes, labor actions, war, insurrection, or civil disobedience.

g. The item was held by customs at origin or destination for more than 24 hours. If the item was held by customs for less than 24 hours, the guarantee may be adjusted to account for the delay by customs.

h. The item was not deposited at a designated USPS Express Mail facility.

942.53 Consequential Damages

USPS is not liable for consequential or special damages or other indirect loss. Consequential damage or loss includes but is not limited to loss of income, profit, interest, markets, and use of contents.

943 Applications by Senders

[Revise 943 to read as follows:]

The sender will receive PS Form 3533 or PS Form 3533-GE from the International Inquiry Center after initiating an inquiry within 90 days (PS Form 3533) or 30 days (PS Form 3533-GE) of the date of mailing and after the appropriate information has been received from the foreign postal administration. USPS liability for shipments that do not meet the guarantee service is limited to a refund of the postage paid by the sender. Customers requesting refunds must submit the following to the postmaster:

a. An application on PS Form 3533 or PS Form 3533-GE in duplicate.

b. The envelope or wrapper, or the portion thereof having names and addresses of sender and addressee, canceled postage, and postal markings.

c. Any other evidence of payment of the amount of postage, fees, or charges for which refund is desired.

944 Processing Refund Applications

944.1 Items Originating in the United States

[Revise 944.1 to read as follows:]

Requests for refunds for mail originating in the United States are handled as follows:

a. If there is no reason to believe that the other country is at fault, process the application under DMM 604.

b. If there is reason to believe a registered, recorded delivery, insured, or ordinary parcel post item originating in the United States was returned in error, or the parcel was returned with no annotation showing reason for return, call the International Inquiry Center at 800-222-1811 to initiate an inquiry.

c. Customers whose EMS with Guarantee service did not meet the guaranteed delivery date must call 800-222-1811 within 30 days of the date of mailing to request a postage refund form (PS Form 3533-GE).

944.2 Items Originating in a Country Other Than the United States

[Revise 944.2 to read as follows:]

When there is reason to believe the other country is at fault, or when the request relates to mail originating in another country, call the International Inquiry Center at 800-222-1811 to initiate an inquiry.

* * * * *

We will incorporate this revision into the next printed version of the IMM and also into the online update of the IMM available on Postal Explorer® at pe.usps.com.

—Mailing Standards,
Pricing and Classification, 1-19-06