Effective November 3, 2014, the Postal Service™ will revise Mailing Standards of the United States Postal Service, International Mail Manual (IMM®) Chapter 9 in many places to add the availability of an International Inquiry Online option.
Also, we are revising Exhibit 922.2 to indicate the telephone numbers that customers can use to check on the status of their claims.
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Mailing Standards of the United States Postal Service, International Mail Manual (IMM)
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9 Inquiries, Indemnities, and Refunds
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920 Inquiries and Claims
921 Inquiries
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921.2 Initiating an Inquiry
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Exhibit 921.2 Time Limits for Inquiries
[Revise the exhibit in its entirety to read as follows:]
1 The Postal Service does not process online inquiries and claims for Global Express Guaranteed service. To initiate a claim, call 800-222-1811.
2 No sooner than 3 days or the scheduled date of delivery.
3 For a list of participating countries, refer to 221.2.
4 Only the U.S. sender can initiate an online inquiry.
[Revise section 921.3 in its entirety to read as follows:]
921.3 How to Initiate an Inquiry
921.31 Inquiry by Telephone
To initiate an inquiry by telephone, customers must call 800-222-1811 within the time limits listed in Exhibit 921.2. The Postal Service asks the customer to provide information regarding the mailing, including, but not limited to the following:
a. The USPS Tracking number that appears on the receipt, mailing receipt number, or barcode number of the article.
b. The date of the mailing.
c. The names and addresses of the mailer and addressee.
d. The sender’s telephone number.
e. A description of the contents.
921.32 Online Inquiry
To initiate an International Inquiry Online at https://www.usps.com/ship/file-international-claims.htm, the customer must be the U.S. sender and must already be a USPS.com–registered account holder or must create a USPS.com account at the beginning of the inquiry process. The customer must create an International Inquiry Online within the time limits listed in Exhibit 921.2. The Postal Service asks the customer to provide information regarding the mailing, including, but not limited to the following:
a. The USPS Tracking number that appears on the receipt.
b. The sender’s name, mailing address, email address, and telephone number.
c. The addressee’s name and mailing address.
d. The addressee’s email address and telephone number, if available.
e. The date of the mailing, weight, postage paid, and additional fees (if applicable).
f. A description of the contents.
921.4 Inquiry Process
[Revise 921.4 to read as follows:]
After the Postal Service customer provides the relevant mailing information either by telephone or online, the International Research Group will correspond with the appropriate foreign post and advise the customer of the results of the inquiry. For inquiries on Priority Mail International items, insured or ordinary parcels, or Registered Mail items, customers must allow foreign posts approximately 60 days to research and respond to the International Research Group. When there is a determination that an item has been lost, the International Research Group will mail a claim packet to the customer. The packet will include a letter of instruction on how to complete and submit the claim.
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922 Claims
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922.2 Filing a Claim
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Exhibit 922.2 Filing Claims
[Revise the exhibit in its entirety to read as follows:]
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940 Postage Refunds
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942 Postage Refunds for Priority Mail Express International Items
942.1 Who May File
[Revise this section to add online inquiry, to read as follows:]
File requests for refunds as follows:
a. U.S. senders of Priority Mail Express International items must complete the inquiry process (see 922) before filing for a postage refund. The customer must initiate an inquiry within 90 days of the date of mailing by calling 800-222-1811 or going to International Inquiry Online at https://www.usps.com/ship/file-international-claims.htm
.
b. U.S. senders of Priority Mail Express International With Money-Back Guarantee service items that did not meet the scheduled delivery date must initiate a request for postage refund no later than 30 days from the date of mailing by calling 800-222-1811 or by going to International Inquiry Online at https://www.usps.com/ship/file-international-claims.htm.
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When effective, we will incorporate these revisions into the online IMM, which is available via Postal Explorer® at http://pe.usps.com.
— Product Classification,
Pricing, 9-18-14
