SPSR-express. Instructions Spsr hotline

To track your parcel you need to take a few simple steps.
1. Go to the main page
2. Enter the track code in the field with the heading "Track postal item"
3. Click on the "Track parcel" button located to the right of the field.
4. After a few seconds, the tracking result will be displayed.
5. Study the result, and especially carefully the latest status.
6. Forecasted delivery period is displayed in the track code information.

Try it, it's not difficult ;)

If you do not understand the movements between postal companies, click on the link with the text “Group by company”, which is located under the tracking statuses.

If you have any difficulties with the statuses in English, click on the link with the text “Translate into Russian”, which is located under the tracking statuses.

Carefully read the "Track Code Information" block, there you will find estimated delivery times and other useful information.

If, when tracking, a block is displayed in a red frame with the heading “Pay Attention!”, carefully read everything that is written in it.

In these information blocks you will find 90% of the answers to all your questions.

If in the block "Pay Attention!" it is written that the track code is not tracked in the destination country, in this case, tracking the parcel becomes impossible after the parcel is sent to the destination country / after arriving at the Moscow Distribution Center / Item Arrived at Pulkovo / Arrived in Pulkovo / Left Luxembourg / Left Helsinki / Sending to the Russian Federation or after a long pause of 1 - 2 weeks, it is impossible to track the location of the parcel. No, and nowhere. Not at all =)
In this case, you need to wait for a notification from your post office.

To calculate delivery times in Russia (for example, after export, from Moscow to your city), use the "Delivery Time Calculator"

If the seller promised that the parcel would arrive in two weeks, but the parcel takes more than two weeks, this is normal, the sellers are interested in sales, and that’s why they are misleading.

If less than 7 - 14 days have passed since the receipt of the track code, and the parcel is not tracked, or the seller claims that he sent the parcel, and the status of the parcel “the item pre-advised” / “Email notification received” does not change for several days, this is normal, You can read more by following the link: .

If the status of the mail item does not change for 7 - 20 days, do not worry, this is normal for international mail items.

If your previous orders arrived in 2-3 weeks, and the new parcel takes more than a month, this is normal, because... Parcels go on different routes, in different ways, they can wait for 1 day to be sent by plane, or maybe even a week.

If the parcel has left the sorting center, customs, intermediate point and there are no new statuses within 7 - 20 days, do not worry, the parcel is not a courier who is delivering the parcel from one city to your home. In order for a new status to appear, the parcel must arrive, unload, scan, etc. at the next sorting point or post office, and this takes much more time than just getting from one city to another.

If you do not understand the meaning of such statuses as Reception / Export / Import / Arrived at the place of delivery, etc., you can look at the breakdown of the main statuses of international mail:

If the parcel is not delivered to your post office 5 days before the end of the protection period, you have the right to open a dispute.

If, based on the above, you do not understand anything, read these instructions again, and again, until you are completely clear;)

Each buyer, when placing an order on the Aliexpress website, can independently choose the method of delivery of the goods. There are many shipping options on the Aliexpress website. For those who want to save money, there is free shipping, but it has one drawback: you have to wait more than two months for the ordered product. Many buyers are not satisfied with this shipping option, for example, if the buyer purchased a gift, he needs this product by a certain date, and free shipping does not guarantee delivery of the goods at the right time. Sometimes it happens that goods are delayed at customs or the package may get lost in the mail. Also on the Aliexpress website, there are often sales in honor of certain holidays, for example the Christmas sale. In this case, the sale starts a week before the holiday itself, and even if you order something as a gift to your family and friends, you simply won’t have time to give it as a gift, since the free package will take more than two months. Therefore, the aliexpress online store works closely with delivery services, although they are paid, but the goods arrive very quickly.

One of such services in Russia is the fast delivery service SPSR Express. SPSR Express provides parcel delivery within 1-2 weeks, which is many times faster than free shipping. Thanks to the fact that the online store aliexpress began to cooperate with SPSR Express in 2010, it is possible to arrange delivery through the SPSR Express service completely free of charge. Typically, delivery via SPSR express is paid, but many sellers pay for shipping themselves in order to attract customers. When placing an order and choosing delivery, payment information is indicated immediately. And if delivery through the SPSR express service was free, or rather the seller himself paid for it, you do not have to pay any additional funds.

In order to use the SPSR Express courier service, you need to see if the seller cooperates with this service. To do this, you need to select the required product, set the country to which the product will be delivered, in this case it is Russia or in English it will be written “Russian Federation”. If such delivery is available, then in the pop-up list one of the items will indicate the transport company "Russia Express-SPSR", as well as the approximate delivery time - 7-14 days and the cost of delivery, if it is paid, the amount in dollars will be indicated, if for The seller pays for the delivery, then in the “shipping cost” column there will be the inscription “free”.

Another feature of arranging delivery using the SPSR Express courier service is that after placing an order, you must indicate your passport details. If you do not do this, your package simply will not be able to pass customs and will be returned. There is no need to worry about your personal data, since the SPSR Express delivery service has long established itself in Russia, this company has its own privacy policy and guarantees that all your personal data will be kept completely secure.

Therefore, after placing an order and choosing the SPSR Express delivery service, you need to fill out a special form that will be sent to your email. Usually, after placing an order, the buyer receives an SMS message on his phone from the SPSR Express service, informing him that forms have been sent to his email address that need to be filled out. If you haven’t received an SMS within two days, then just check your mail, the forms will definitely arrive, since when placing an order you must indicate your email address and phone number. The forms must indicate personal data, passport data, and they will also indicate the delivery address. Be sure to check the box that you are familiar with the personal data processing policy of the SPSR Express service. That is, you fully trust your personal data, and you are familiar with the privacy policy of the SPSR Express service.

After this, you will be able to track your parcel, which will arrive quite quickly, so it is recommended to track it every two days.

To track a parcel delivered through the SPSR express service, you need to copy the track code. It should be sent by the seller by email, you can also view it on the aliexpress website. To do this, you need to go to your personal account “my aliexpress”, then click “my orders”, select the required product, and click more details next to it. A window will open where you can view detailed information, as well as find out the parcel tracking code. Copy this code and enter it into a special window on one of these sites:

http://www.spsr.ru/ru/service/monitoring or https://post2go.ru/courier/spsr

You should receive a message on your phone that the parcel is in your city. After this, you can pick up the parcel. You can receive it at a special center for issuing such parcels. If you want the courier to bring your order to your home and hand it over personally, then you will have to pay extra. In another case, you need to come to one of the SPSR Express branches yourself; you must have a passport with you, otherwise the parcel will not be given to you without a passport. The address of the desired branch in your city will be indicated in the SMS message. If you have any questions or do not agree to leave your passport data, you need to contact the support center on the official website of the spsr express service, at this address: http://www.spsr.ru or by phone: 8- 800-555-54-45.

Also here: http://www.spsr.ru/ru/company/contacts you can find out the addresses of SPSR express service branches in any city in Russia.

Find

FAQ

This section contains frequently asked questions regarding the delivery of orders from foreign online stores.

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If I received an SMS notification on my phone with the text: “A letter with important information about the order has been sent to your email address.”

This SMS notification arrives when the shipment has already arrived in Russia and is at customs.

(!) The letter must arrive at the recipient's email address within 24 hours after the SMS notification. If the letter is not received within 24 hours, the recipient should expect a second SMS notification within 2 days. After repeated SMS notification, an email will be sent to your email address within 24 hours.

(!) If the email address was incorrectly specified in the “Personal Account” of the online store, the recipient needs to call SPSR Express toll-free number: 8 800 700 36 30.

When will the courier arrive?

If delivery is scheduled for today, please expect the courier at the appointed time.

If delivery is not scheduled for the current day, you can independently coordinate delivery through the “Delivery Management” service: .

Why is my order transferred to SPSR Express? What kind of company is this?

SPSR Express- expert in logistics solutions. The company has been successfully implementing projects in the field of postal services, express delivery and warehouse logistics for more than 15 years. The largest private operator with its own branch network. Geographic coverage area of ​​over 6,000 settlements. In 2013, the company opened an international route, taking a leading position among private express operators in Russia. Currently, the SPSR Express infrastructure consists of 9 distribution and 15 sorting centers, 200 offices and representative offices in Russian cities, more than 1,000 own vehicles and 4,000 employees. Today SPSR Express is rightfully considered one of the most innovative companies in the field of postal logistics.

Can you give me the courier's phone number?

According to SPSR Express regulations, employee contact numbers are not subject to disclosure. If delivery is scheduled for today, please expect the courier at the appointed time.

If the product does not suit me, how can I return it, where can I go?

You must contact the seller/company from whom the order was made - they will provide detailed information about the possibility of returning the goods.

Where is my parcel?

You can check the status of your order through the “Monitoring” service using the link: .

You must enter the invoice number or order number in the online store.

You can also track your order through the Mobile Application and the Delivery Management service: .

To track the status of your shipment through the Delivery Management service, you must enter the phone number specified when placing the order and the invoice or order number in the online store.

Why is the parcel detained at customs?

All orders arriving into the Russian Federation from abroad must undergo customs processing, which lasts an average of 7 days. During this time, recipients must provide personal data for prompt customs processing. If the recipient does not provide the data within the specified period, the order is returned to the online store.

Reasons for orders being delayed at customs:

• Passport details were not provided in a timely manner - they can be provided by following the link in the letter from SPSR Express
• The order is recognized as a commercial shipment - returned to the sender
• The goods are prohibited for import into the territory of the Russian Federation - returned to the sender
• Exceeding the customs limit for import (by weight and/or amount) - you must pay a state duty

Customs processing time

The average time for customs processing is 7 days. During this time, the recipient must provide personal data for prompt customs processing. If personal data is not provided within this period, the order is returned to the online store.

Why enter personal data?

SPSR Express requests personal data on the basis of Order of the Federal Customs Service (Federal Customs Service) of Russia No. 1772 dated September 15, 2014. “On the performance of customs operations in relation to goods for personal use transported by carriers.” Based on Order No. 1772 of the Federal Customs Service, all customs offices of the Russian Federation must come to a unified automated system within the period from November 1, 2014 to July 31, 2015.

To pass an order through customs, you must fill out the customs register, which must include information about the recipient, including information about an identity document. A more detailed list of data that must be indicated can be found in paragraph 27 of the previously mentioned order.

You have every right not to provide personal data without signing consent to data processing.

(!) At the same time, without passport data, the customs register will not be completely filled out; accordingly, the shipment will be detained at customs until the necessary data is provided and, after the expiration of the storage period, it will be sent back to the sender’s company.

If you previously received orders through Russian Post, you did not need to provide personal information, since Russian Post is a postal service and does not request this information.

We try to deliver goods as quickly as possible and avoid possible delays at customs.

I have quite successfully used the services of this office for the last five years - either I was lucky, or they went bad not so long ago. In any case, after my recent experience, I will stay away from them, which is what I advise you to do. Briefly: these scumbags have lost the package and do not want to return the money for it. The parcel was insured (the declared value was indicated, a separate fee was paid for this same value). Details: On February 9, Thursday, I sent a parcel to a customer in Krasnoyarsk. According to the terms of the tariff ("pelican-standard"), the parcel had to be delivered in 2-3 business days - that is, on Monday-Tuesday. On Thursday, February 16, the customer writes to me that the parcel is still not there, and asks me to call SPSR and find out what’s wrong. SPSR refuses to give him information - they say the recipient is not supposed to know the fate of the parcel. I call the hotline and listen to music. The girl answers, I describe the situation to her, tell her the shipment number, the date and place of shipment, and the recipient’s address. “Okay,” says the girl, “now I’ll connect you,” and turns on the music for me. After a while, the second girl answers. She also needs to describe the situation, name the item number, date, addresses of the sender and recipient. “Okay,” says the second girl, “now I’ll connect you.” Music. When the third girl appears on the phone, she needs to describe everything again. The third girl tells me that only managers can help me, and they say their working day is already over. “Call me back tomorrow, before six in the evening,” the third girl tells me. On Friday, February 17, I call until six in the evening. Again I tell all the information three times to three different girls. The third girl asks me to wait and turns on the music. A few minutes later she returns and says that “managers do not answer,” that she recorded my request, and that they will call me on Monday, because “managers do not work on weekends.” Monday, February 20. Nobody calls me back, I call myself. I ask the first girl to immediately connect me with the third, so as not to waste time on meaningless crap. No, the first girl is adamant: she definitely needs to know the invoice number, the date and place of collection of the parcel, and the address of the recipient. And the second girl needs to know this too. And the third. Yes, you guessed it: “managers do not answer, we will call you back tomorrow.” I’m trying to find out her extension number from the girl so that I know who to ask when they don’t call me back again - the girl refuses to give me her extension number. He also refuses to connect me with his boss, he says that if I don’t like something, then I can write to the SPSR “quality control service.” Ok, I'm writing. A few minutes later the controlling girl calls me back and promises to sort it out, but tomorrow. In response, I promise to write her a slander to Rospotrebnadzor if the fate of the parcel does not become clear tomorrow. Tuesday, February 21st. The phone is silent, the mail is silent. I am writing again through the form on the website, again intimidated by Rospotrebnadzor. They call back and say that only now (almost two weeks later! two weeks, Karl!) they found out that the parcel was lost, and they apologize. They send instructions on how to file a claim to refund me the cost of shipping and the declared value of the investment. From the instructions it becomes clear that you cannot simply write them a letter with the details and attach scans of the invoice and receipt: The claim must be certified by signature and scanned. And they also need a scan of your passport. Well, scans of the receipt and invoice are understandable. Ok, I print, sign, scan. I make sure that 4 scans fit into the standard 20 MB (it turned out to be 19), and I send them. And immediately I receive an answer: host stesso.spsr.ru: 552 5.3.4 Message size exceeds fixed limit Ok, I send the scans in two letters, each no more than 10MB. Wednesday, February 22. I call quality control to see if they received my scans. No, they cannot answer this question now. "Call back on Monday." And yes, if they received a claim, they will consider it within 30 calendar days. A curtain. I consider further communication with this shop a waste of time and nerves; I plan to seek the truth through supervisory organizations. The invoice number, for those who want to check: 807 568793. In order not to cheat the customer, I sent him his order again, at my own expense, by another courier service.