The Post Office, when delaying a delivery, allows the recipient or sender of the order to file a complaint in the Contact Us section. Although this is not known to all consumers, it is a formal and effective way to have their demand registered and resolved.
It is important, however, to clarify how the Post Office defines “delay”. According to the company, an order is out of date in three cases: when the delivery or the first attempt at delivery happens after the period previously stipulated, as well as if the product becomes available for withdrawal after expected.
How to register a delivery delay?
If your situation falls under one of these definitions and you want to formalize a complaint, follow the step by step below:
Step 1: Access the Contact Us section of the Correios website (correios.com.br/faleconosco);
Step 2: Select the option “Non-conformity in the delivery of the shipment / postal item” and then “Shipment / Postal item delivered late”;
Step 3: Inform whether you are the sender or recipient of the package and whether or not you have a contract with the Post Office;
Complaint page on the Correios website.Source: Kris Gaiato / Reproduction
Step 4: Fill in the requested information, such as name, CPF / CNPJ, telephone and e-mail for contact, in addition to specifications of the type of packaging;
Step 6: Finally, with all the information properly provided and checked, click send.
It is worth mentioning that the information requested by the website may change between customers with or without a contract.
Right to compensation
Correios not only accepts claims, but also indemnifies customers in certain situations. Among the possibilities, this can occur when the delay is motivated by the company itself. In this case, a percentage of the amount paid on postage of the item may be refunded, which varies according to the time of delay and the type of service contracted. Check, below, the official table with the detailed percentages:
Official table with possible delays and their respective indemnity percentages.Source: Post Office / Reproduction
Other situations that give rise to compensation are: improper delivery, damage, theft and loss of goods, assess the circumstances of the occurrence. If your product does not fit into these categories, you are unlikely to receive any money. Therefore, in the case of orders with a high financial value, it is recommended that the additional service “Declared Value” be contracted as a protection measure.
This makes it possible for the indemnity claim to consider the loss (total or partial) on the declared amount. It is possible to inform the value of the object through the content declaration form (correios.com.br/declaração), available on the company’s website. If there is more than one object in the package, it is possible to prove it by presenting the purchase invoice.
After making a complaint, the Post Office will make an assessment to check if there is damage and, if so, how big it is. According to the results of this analysis, therefore, a refund will be offered to those who filed the complaint. In situations of loss, theft and improper delivery, only the amounts paid for delivery, plus the costs of services and additional products purchased under the contract, are returned.
When does the indemnity not apply?
According to the Correios, the possibility of indemnity is ruled out when one of the following circumstances is present:
- Object poorly packed or posted without registration;
- Registered and posted item with incorrect or incomplete destination address;
- In case of detention by customs authorities or state / federal police;
- In the event of unforeseeable circumstances or force majeure, that is, when external factors such as floods, landslides, airport closures, fires, falling bridges, etc;
- When an item with market value is posted without proper declaration;
- Hidden losses due to poor conditioning or deteriorated by electrical, magnetic components, electronic recordings, filming, etc .;
- Indirect losses and unrealized benefits;
- Suspension of delivery requested and not made.
Although these conditions are decisive for granting the indemnity in a “private” scope, it is always possible to bring justice if you feel injured in the face of any conduct by the company.