Postal Explorer >
International Mail Manual >
9 Inquiries, Indemnities, and Refunds > 920 Inquiries and Claims > 922 Claims
A claim is a request by a U.S. Postal Service customer for an indemnity payment that resulted from the loss, damage, or missing contents of a GXG, Express Mail International, or registered item, or an insured or ordinary parcel. See 222.61, 320, 330, and Individual Country Listings for information on indemnity limits. See 930 and 940 for information on indemnity payments and postage refunds.
Claims may be filed for GXG, Express Mail International, registered items, and insured and ordinary parcels as noted in Exhibit 922.2. Claims may not be filed for ordinary letters or M-bags. Claims for registered items and insured and ordinary parcels may not be filed until after an inquiry has been completed in accordance with the procedures in 921. Claims for items that have damaged or missing contents should be filed immediately. Claims for registered items and insured and ordinary parcels delivered to the addressee in damaged condition or with missing contents are payable only to the addressee, unless the addressee waives the right to payment, in writing, in favor of the sender. All claims for inbound international registered items and insured and ordinary parcels received in damaged condition or with missing contents must be supported by PS Form 2856. If the addressee does not accept delivery and the item is returned to the sender, the sender will be the payee.
When there is a determination that an item was lost or has damaged or missing contents, the customer will receive PS Form 1000, Domestic or International Claim.
Indemnity claims for GXG, Express Mail International, Registered Mail, and insured and ordinary parcels must be supported as follows:
- If mailed in the United States:
- For Global Express Guaranteed items, the original receipt of the GXG Air Waybill/Shipping Invoice.
- For Express Mail International items, PS Form 2861, Express Mail International Service Inquiry, received from the International Inquiry Center.
- For registered items and insured parcels, the original mailing receipt and sender’s copy of PS Form 2976-A, Customs Declaration and Dispatch Note — CP 72, issued at the time of mailing. Copies are not acceptable.
- For ordinary parcels, the customer copy of PS Form 2976-A, Customs Declaration and Dispatch Note — CP 72.
- 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.
Note: Mailing particulars must also be verified with the country of origin before a claim can be settled.
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:
- Sales receipt, invoice, or statement of value from a reputable dealer.
- 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.
- 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.
- 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.
- Receipt or invoice of costs incurred for the reconstruction of nonnegotiable documents.
The customer must:
- Present the damaged article, mailing container, wrapping, packaging, and any other contents received to any Post Office for inspection.
- Complete all fields on PS Form 1000.
Postal Service personnel must:
- Verify that all applicable fields on PS Form 1000 are complete.
- Prepare a damage report on PS Form 2856, Damage Report of Insured Parcel and Contents, 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.
- Attach the damage report and the documentation described in 922.3 to the claim.
- Send PS Form 1000 and related documents, including the customs label and the wrapper, if appropriate, to:
PO BOX 80146
ST LOUIS MO 63180–0146