Effective February 6, 2019, the Postal Service™ will revise Mailing Standards of the United States Postal Service, International Mail Manual (IMM®), sections 921.3 and 921.4, to reflect revisions related to online international inquiries and claims.
As of February 6, 2019, a customer who initiates an eligible inquiry through the online tool automatically proceeds to online International Claims for claim processing. This revised process makes the international inquiry and claims processes more seamless for customers as well as more cost-efficient for the Postal Service. In the revised process, the customer must provide documentation during the inquiry phase to initiate the claims process — a customer who does not include or attach the required documentation is not able to submit an inquiry.
Previously, a customer could initiate an online international inquiry related to loss, damage, or missing contents at any time by logging on to usps.com/help/claims.htm, clicking on International Shipments, and then clicking on Create an Inquiry. The customer would then provide the following information:
a. A tracking number from the receipt.
b. The sender’s name, mailing address, email address, and telephone number.
c. The addressee’s name, mailing address, email address, and telephone number (if available).
d. The date of mailing, weight of the item, postage paid, and any additional fees paid.
e. A description of the contents and its value.
After the USPS® International Research Group (IRG) processed the inquiry and determined that it was eligible for a claim, the IRG mailed the customer an international claims packet, which the customer completed (also providing supporting documents) and returned by mail. This process was time-consuming for customers and was not cost-effective for the Postal Service, partially because many customers contacted the Customer Care Center and Accounting Help Desk numerous times during the process, requesting updates on the status of their inquiries or claims.
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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921.3 How to Initiate an Inquiry
[Revise the text in its entirety to read as follows:]
921.31 Online Inquiry
To initiate an International Inquiry Online at usps.com/help/claims.htm, the customer must be the U.S. sender and a registered usps.com account holder — U.S. senders without a registered usps.com account must create an account at the beginning of the online inquiry process (see 921.41). Also, the customer must do the following:
a. Create an International Inquiry Online within the time limits listed in Exhibit 921.2.
b. Provide information regarding the mailing, including but not limited to the following:
1. The USPS Tracking number that appears on the receipt.
2. The sender’s name, mailing address, email address, and telephone number.
3. The addressee’s name and mailing address.
4. The addressee’s email address and telephone number, if available.
5. The date of the mailing, weight, postage paid, and additional fees (if applicable).
6. A description of the contents.
7. Evidence of mailing.
8. Evidence of value.
921.32 Telephone Inquiry
To start the inquiry process by telephone (see 921.42), the customer must be the U.S. sender. Also, the customer must do the following:
a. Call 800-222-1811 within the time limits listed in Exhibit 921.2.
b. Provide information regarding the mailing, including but not limited to the following:
1. The USPS Tracking number that appears on the receipt.
2. The sender’s name, mailing address, email address, and telephone number.
3. The addressee’s name and mailing address.
4. The addressee’s email address and telephone number, if available.
5. The date of the mailing, weight, postage paid, and additional fees (if applicable).
6. A description of the contents and its value.
921.4 Inquiry Process
[Revise the text in its entirety to read as follows:]
921.41 Online Inquiry Process
After the Postal Service customer provides the relevant mailing information and documentation online, the following occurs:
a. The International Research Group corresponds with the appropriate foreign post and advises the customer of the results by updating their online inquiry. For inquiries on Priority Mail International items or Registered Mail items, customers must allow foreign posts approximately 60 days to research and respond to the International Research Group.
b. When the International Research Group determines that an inquiry is eligible for a claim, it changes the claim status to “Claim Sent for Review” and emails the customer a notification of a change in claim status.
c. After the International Research Group notifies the customer, the Accounting Service Center begins the claims process.
921.42 Telephone Inquiry Process
After the Postal Service customer provides the relevant mailing information by telephone, the following occurs:
a. The International Research Group corresponds with the appropriate foreign post and advises the customer of the results of the inquiry. For inquiries on Priority Mail International items or Registered Mail items, customers must allow foreign posts approximately 60 days to research and respond to the International Research Group.
b. When the International Research Group determines that an inquiry is eligible for a claim, it mails a claim packet to the customer. The packet includes a letter of instruction on how to complete and submit the claim by mail.
c. After the Accounting Service Center receives the completed claim packet, the claims process begins.
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Although effective February 6, 2019, the Postal Service will incorporate these revisions into the next edition of the online IMM. The online IMM is available via Postal Explorer® at pe.usps.com.
— Product Classification,
Marketing, 1-31-19
