International Mail

IMM REVISION

International Inquiry, Claims, and Postage Refund Processes

Effective March 16, 2006, International Mail Manual (IMM) 920 is revised to further clarify changes to the international inquiry and claims process. The new process provides greater customer convenience as customers simply call the International Inquiry Center at 800-222-1811 to initiate an inquiry regarding Global Express Guaranteed (GXG), Global Express Mail (EMS), international registered and recorded delivery, letter-post, and insured or ordinary parcel post items.

International Mail Manual (IMM)

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9 Inquiries, Indemnities, and Refunds

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[Revise 920 in its entirety to read as follows:]

920 Inquiries and Claims

921 Inquiries

921.1 Definition

"Inquiry" is a general term that includes:

a. Requests concerning the disposition of an item mailed to or from a foreign country.

b. Complaints or reports concerning the loss, rifling (missing contents), damage, or improper delivery or return of an item mailed to or from a foreign country.

921.2 Initiating an Inquiry

Inquiries can be initiated for Global Express Guaranteed (GXG) items, Global Express Mail (EMS) items, registered and recorded delivery letter-post items, and insured and ordinary parcel post items. Inquiries are not accepted for ordinary letter-post (including M-bags) or Global Priority Mail items. Customers must wait a reasonable amount of time for an international item to be delivered in the foreign country before initiating an inquiry. Customers must initiate inquiries within the time limits in Exhibit 921.2.

921.3 How to Initiate

Customers must call the International Inquiry Center at 800-222-1811 within the time limits listed in Exhibit 921.2 to initiate an inquiry. Customers will be asked to provide relevant information regarding the mailing, including, but not limited to:

a. Mailing receipt number or item barcode number of the article.

b. Names and addresses of the mailer and addressee.

c. Date of mailing.

d. Telephone number(s) of the mailer and addressee.

921.4 Inquiry Process

After the Postal Service customer provides the International Inquiry Center with the relevant mailing information, the International Inquiry Center will correspond with the appropriate foreign post and advise the customer of the results of the inquiry. Customers must allow foreign posts 60 days to research and respond to the International Inquiry Center. When there is a determination that an item has been lost, rifled, or damaged, the International Inquiry Center will mail a claim packet to the customer. The packet will include a letter of instruction on how to complete and submit the claim.

Exhibit 921.2

Time Limits for Inquiries

921.5 General Procedures

921.51 Nondelivery

The U.S. Postal Service will initiate an inquiry within the time frames specified in 921.2 with the destination postal administration in any case involving a GXG, EMS, registered, recorded delivery, or insured or ordinary parcel post item that has not been delivered. Inquiries are not accepted for ordinary letter-post items (including M-bags) or Global Priority Mail items.

921.52 Return Receipts Improperly Completed or Not Received

If the sender receives an improperly completed return receipt (see 341 for completion at destination) or a return receipt is not received, the sender may go to any Post Office and request a refund of the return receipt special service fee. If the sender wants to inquire about the delivery of the article, the sender must call 800-222-1811 to initiate an inquiry (see 921.2).

921.53 Rifled Parcels

Customers may go to any Post Office to report instances of rifled parcels. Postal Service personnel should complete PS Form 673, Report of Rifled Parcel, in accordance with POM 169.3.

921.54 Wrapper Found Without Contents

921.541 Parcels of Domestic Origin

When the contents of a parcel of domestic origin become separated from the wrapper, Postal Service personnel should inform the sender in accordance with the instructions on PS Form 3760, Parcel Search Request.

921.542 Parcels of Foreign Origin

If the parcel is of foreign origin, send PS Form 3760, appropriately modified, to the addressee.

922 Claims

922.1 General Description

A claim is a request by a U.S. Postal Service customer for an indemnity payment that resulted from the loss, damage, or rifling of a GXG, EMS, registered letter-post, or insured or ordinary parcel post item. See 221.3, 280, 320, and 330 for information on indemnity limits. See 930 and 940 for information on indemnity payments and postage refunds.

922.2 Filing a Claim

Claims may be filed for GXG, EMS, registered letter-post, and insured and ordinary parcel post items as noted in Exhibit 922.2. Claims may not be filed for ordinary letter-post, GPM, or recorded delivery items. Claims for lost articles may not be filed until after an inquiry has been completed in accordance with procedures in 921. Claims for rifled or damaged articles should be filed immediately. Claims for registered letter-post and insured or ordinary parcel post items delivered to the addressee with contents missing or in damaged condition are payable only to the addressee, unless the addressee waives right to 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 will be the payee.

922.3 Claims Process

When there is a determination that an item has been lost, rifled, or damaged, the customer will receive PS Form 2855, Claim for Indemnity - International Registered Mail, Insured, Ordinary Parcel, and Express Mail.

922.31 Evidence of Indemnity Coverage

The customer must submit acceptable evidence to establish the indemnity purchased at the time it was mailed. Indemnity claims for GXG, EMS, registered letter-post, and insured or ordinary parcel post items must be supported as follows:

a. If mailed in the United States:

(1) For Global Express Guaranteed items, the original receipt of the GXG Air Waybill/Shipping Invoice.

(2) For Global Express Mail items, PS Form 2861, Express Mail International Service Inquiry, received from the International Inquiry Center.

(3) For registered letter-post or insured parcel post items, the original mailing receipt issued at the time of mailing. Copies are not acceptable.

(4) For ordinary parcel post, the original mailing receipt or the customer copy of PS Form 2976-A, Customs Declaration and Dispatch Note - CP 72.

b. If mailed from a foreign country: The original mailing receipt if available, the customs label, the wrapper, and any other markings or endorsements on the mailing container that indicate how it was sent.

922.32 Evidence of Value

The customer must submit acceptable evidence to establish the cost or value of the article at the time it was mailed. Other evidence may be requested to help determine an accurate value. Examples of acceptable evidence include:

a. Sales receipt, invoice, or statement of value from a reputable dealer.

b. Customer's own statement describing the lost or damaged article, including the date and place of purchase, the amount paid, and whether new or used (only if a sales receipt, invoice, or statement of value from a reputable dealer is not available). If the article is handmade, the statement must include the price of the materials and labor used. The statement must describe the article in enough detail to determine whether the value claimed is accurate.

Exhibit 922.2

Filing Claims

c. Picture from a catalog showing the value of a similar article (only if a sales receipt, invoice, or statement of value from a reputable dealer is not available). The date and place of purchase must be included.

d. Paid repair bills, if the claim is for partial damage; estimates of repair costs or appraisals from a reputable dealer. Repair costs may not exceed the original purchase price.

e. Receipt or invoice of costs incurred for the reconstruction of nonnegotiable documents.

922.4 Processing Claims for Rifled or Damaged Articles

922.41 Customer

The customer must:

a. Present the damaged article, mailing container, wrapping, packaging, and any other contents received to any Post Office for inspection.

b. Complete sections I and II of PS Form 2855.

922.42 Postal Service

Postal Service personnel must:

a. Complete sections III and IV of PS Form 2855.

b. Prepare a damage report detailing the condition of the item at the time of delivery, and indicate whether or not the item was properly packaged to withstand normal handling in international mail.

c. Attach the damage report and the documentation described in 922.3 to the claim.

d. Send PS Form 2855 and related documents, including the customs label and the wrapper if appropriate, to:

INTERNATIONAL CLAIMS
ST LOUIS ASC
PO BOX 80146
ST LOUIS MO 63180-0146

There is no fee for processing a claim.

923 Disposition of Damaged Mail

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

a. International registered mail (except Canadian registered mail - see 923b) must be returned to the customer, whether or not the article has salvage value.

b. International insured mail and Canadian registered mail:

(1) If the claim is for partial damage, return the article to the customer.

(2) If the claim is for total damage and the article has salvage value ($10.00 or more), retain the article and the packaging at the Post Office facility until the claim is settled and disposition instructions are received from the St. Louis ASC. Provide the customer a copy of PS Form 3831, Receipt for Article(s) Damaged in Mails. Endorse the original receipt "Claim Filed [date]," date-stamp it, and initial it. Return the receipt to the customer. Instruct the customer to keep the receipt until the claim is settled. If the claim is denied, the article must be returned to the customer after all time frames for appeals have elapsed (see 931.3).

(3) If the claim is for total damage and the article has no salvage value (under $10.00), return the article to the customer, or with the customer's consent, dispose of the article with the understanding that the Postal Service will assume no responsibility if the claim is denied.

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We will incorporate this revision into the next printed version of the IMM and also into the online IMM available via Postal Explorer at http://pe.usps.com.

— Mailing Standards,
Pricing and Classification, 3-16-06