Postal Explorer >
- International Mail Manual >
9 Inquiries, Indemnities, and Refunds > 920 Inquiries and Claims > 923 Disposition of Damaged Mail
Dispose of damaged Registered Mail, insured parcels, and ordinary parcels for which claims have been filed as follows:
- International Registered Mail (except Canadian Registered Mail — see 923b) must be returned to the customer, whether or not the article has salvage value.
- International insured parcels, ordinary parcels, and Canadian Registered Mail:
- If the claim is for partial damage, return the article to the customer.
- If the claim is for total damage and the article has salvage value ($25.00 or more), retain the article and the packaging at the Post Office facility until the claim is settled and disposition instructions are received from Accounting Services. 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).
- If the claim is for total damage and the article has no salvage value (under $25.00), 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.