Is it possible to speak with Poste Italiane by phone?
Summary: The discussion centers on the possibility of contacting Poste Italiane by phone. There are various contributions from aumaldo and other participants, but it seems the discussion did not reach a clear or shared conclusion. The participants seem to be seeking further information or clarification regarding phone contact with the organization.
On September 3 I sent, by registered mail via Poste Italiane, an item sold on Ebay. It’s true that registered mail (from my direct experience) can take even a couple of weeks to reach the recipient, but what puzzles me is that, as of today, mine is still shown as being at the place of departure on the day of departure (sent in the morning and handed over to the carrier in the afternoon). This morning I tried calling the Poste toll-free number and, unlike in the past (until last year), I wasn’t able to speak with an operator, only with a recorded voice that asks me for the tracking number, and then tells me what I’ve already read on the website. Then I’m asked whether I was satisfied and to confirm it... Do you know if there’s a way (other than going to the Post Office) to speak directly with an operator? Until last year, the operator provided additional information by phone compared with what was offered by the website and the recorded voice. Thanks.
aumaldo
OP11 months agoOperation completed. Already yesterday I received the announced refund of €34,80.
aumaldo
OP11 months agoUpdate. Today I received the following e-mail:
Dear Customer,
we are replying to the above-mentioned report regarding the non-delivery of Registered Mail shipment no. XXXXXXXXXXXX, sent on 03/09/2025.
Regarding this, we inform you that the registered mail in question has been lost.
As предусмотрed by company procedures, the relevant office has filed a precautionary loss report and the compensation provided for by the Postal Service Charters has been arranged.
The refund will be paid directly to you as the sender of the shipment, in the amount of Euro 34,80, and will normally be transferred to you by bank transfer within 15 working days.
Sorry for what happened, we thank you for your report as it gives us the opportunity to identify any issues and to take targeted actions to improve the quality of our services and make them increasingly closer to customers' expectations.
We remind you that, for any information and/or communication, you can refer to the website www. poste. it through the “Assistance” section.
Best regards
Retail Customer Support
heavenwelkin
·11 months agoHas the buyer meanwhile already opened a claim for item not received and obtained the corresponding refund?
Best regards.
aumaldo
OP11 months agoYes, I suggested it to him myself after a couple of weeks.
heavenwelkin
·11 months agoYou have been a serious and fair seller because not all buyers know that there is a maximum limit of 30 days from the last estimated delivery date to be able to open a dispute.
Best regards
aumaldo
OP11 months agoAfter a couple of weeks it was already clear to me that that registered letter was never going to arrive. Sometimes some of my shipments have taken more than two weeks to reach the recipient, but in the tracking there was always something that was "moving". Last year, from the arrival sorting center, a registered letter kept going back and forth continuously to a location nearby (same ZIP code) as the destination, but the wrong one; then I called the Post Office (when a human being still answered right away!) and explained the problem, until, although very late, the registered letter reached the recipient; at "my" post office, by the way, they gave me a two-page sheet with the details of all the tiny movements of the registered letter that were only partly visible online. This time, however, everything had been stuck since the day of dispatch, so after a few days I understood that the shipment had been lost and that it was useless to keep waiting.
heavenwelkin
·11 months agoIt happened to me with a shipment (postedelivery web) that was very likely left by mistake or in a hurry somewhere in the office and stayed there for more than 1 month.
After reimbursing the buyer, after receiving the refund for lost parcel, the buyer receives the item about 2 months after payment. 😀
The buyer, who was very fair, contacted me and I had him pay me via PayPal only the cost of the item without the shipping costs, which had already been refunded by the carrier.
Best regards
aumaldo
OP11 months agoYes, I was told that it’s not certain that the package ended up at “someone’s” house, but that it might be somewhere in a hidden corner of the CMP, waiting to be found by chance. In any case, the refund I was given is the one provided even for just a delay beyond 30 days. All told, I only lost 8.70 euros!
aumaldo
OP11 months agoUpdate. This morning I got a phone call from Poste Italiane, confirming that the shipment is listed as lost, but that it will be officially confirmed on the 16th of this month (the day after tomorrow). After that, they’ll open the claim for the refund, which will be issued via bank transfer, which I should receive in about 15 days. The agent confirmed that the refund will be 34.80 euro (30 for the loss and 4.80 for the shipping cost). We’ll see. I still don’t understand why another user (with whom I couldn’t communicate because I don’t have access to User Support) was assigned a refund of only 12 euro for a lost shipment (what kind?).
heavenwelkin
·11 months agoYou can try contacting him privately and ask him directly.
If you click on the username in question, their profile will open, and from there you can send them a message.
Best regards
aumaldo
OP11 months agoYes, thanks. Maybe I'll contact him when my process is finished. I wouldn't want to be considered a nuisance!
aumaldo
OP1 year agoUpdate. Today I called the toll-free number again. The operator told me that he could see that yesterday they had called my mobile phone to inform me that the registered letter had been considered lost and that for the closing of the case and any refund they would wait until October 16 (33 days from the complaint and 43 from the shipment). In reality, no one called me: I could have not heard the phone, but the missed call notification would have still remained. The operator did not know the refund rates, but I, having the booklet in front of me, read to him that for a lost registered letter a refund of 30 euros plus the cost of the registered letter is предусмотрed (total 34.80 euros). I also asked, in case they were not able to contact me by phone, to write to me via E-Mail. I will continue to update this discussion to keep anyone interested informed about the relevant procedures.
aumaldo
OP1 year agoAmong other things, among the few users allowed to reply in that forum, some seem knowledgeable and willing to help anyone with a problem, while others, on the contrary, give arrogant, sarcastic, and condescending answers (as well as ones that reveal ignorance) that are of no help at all.
heavenwelkin
·1 year agoIf we remove the uniqueness of the forum's "characters", each with their own distinctive and particular traits, personality, and all that, there would be a PAID / SALARIED support user left who has to act out a script and follow certain guidelines without ever being able to stray too far from the line.
Since here the users who are part of the user-to-user support are not paid, they have wide room to maneuver to express their own personality and their unique characteristics.
Arrogant, sarcastic, patronizing replies never develop on their own, but always in good company, depending on the kind of interactions that are created and on the type of personal sensitivity.
Best regards.
aumaldo
OP1 year agoWell, most of the time I always notice these traits in the same people who already have these aggressive (if not downright offensive) attitudes from the start toward those who ask simple clarifications. It’s clear that some of those who feel mocked end up responding on certain occasions just as (if not more) aggressively. If someone addresses me (even in a debate) with respect, I respond with respect; I’m never the first to attack, and sometimes not even the second...
aumaldo
OP1 year agoYesterday I had yet another contact with Poste Italiane customer support. I called back after seeing that in the tracking an alert had appeared that (more or less) said the shipment was in a critical situation and that, therefore, I needed to contact customer support. The operator told me that she would follow up on it and that I would be contacted by an operator at a higher level than hers. Meanwhile, I had a look at the reimbursement table and I saw that, for the loss of the registered letter, I would be entitled to a refund of 30 euros + the cost of the Registered Mail (total 34.80 euros).
Meanwhile, I read in the Ebay Forum "Supporto fra Utenti" (which I can only access to read, but not to write in) that a seller claims that for a lost shipment he was assigned a refund of 12 euros for the shipping (having paid for it), with no reimbursement for the loss. It is not clear what type of shipment he used and whether he shipped via Poste Italiane (he speaks generically of the Post Office). Unfortunately, since it is Supporto fra Utenti, I cannot step in to provide/get clarification. For this reason, I never start a discussion in the Supporto fra Utenti section (maybe someone could intervene in a useful way, but they are not authorized to do so).
heavenwelkin
·1 year agoIt is rather RARE for users to spontaneously leave a useful contribution to the community, I don't know how other countries do, but for sure we and sharing are at opposite ends of the spectrum.
That section is restricted because many users, rather than contacting eBay phone support, feel more comfortable on the community or end up on the community while looking for help and support on Google or on the eBay site.
After all, it is still a community linked to eBay, which is why the answers have to be correct, up to date, and relevant.
And from my point of view I don't think there are that many users capable of providing useful, relevant, and also up-to-date answers to eBay's latest changes.
Certainly sometimes a xyz user might know a bit more than the usual responders, but these situations are the exception and not the rule, so in my opinion it is right that the section be reserved only for authorized users.
Best regards.
aumaldo
OP1 year agoFor example, someone could reply to the user I was referring to by explaining that Poste Italiane has a detailed fee schedule regarding reimbursements ...if it's about Poste Italiane...
aumaldo
OP1 year agoToday, quite rightly, the buyer asked for a refund and I, as was only natural, agreed with immediate effect. The issue with the post office remains open.
aumaldo
OP1 year agoA curiosity. Naturally, Ebay, to refund the buyer, took back the amount it had paid me. I don't understand one economically insignificant detail, but it's not clear to me. Ebay had sent me 43,15 euros and took back 43,50. What do these 35 cents difference correspond to? Thanks
heavenwelkin
·1 year agoThe 35 cents are the cost of the transaction that the buyer made with credit card or paypal.
aumaldo
OP1 year agoIt's not clear to me. I see written "Your earnings - Listing fees -€0.35", and further down "Order earnings -€0.35". On the other hand, when I buy I use Paypal and I don't pay this extra amount.
heavenwelkin
·1 year agoGo here:
https://www.ebay.it/help/default/default/accrediti-delle-tariffe?id=4128
aumaldo
OP1 year agoThank you for your reply. I read:
Either way, I don't understand what they mean by "credited," since this amount is taken from my account (so I would call it "charged").
Thanks anyway: mine isn't a real problem. I was just asking to get things clear in my mind.
frank.ru91_5
·1 year agoUpdate: would you know it, shortly after filing the complaint, the package reappeared, like magic, in the tracking, reaching the local branch, after having sat motionless for 3 days (I repeat, express package..). I understand that the update happens after every scan, and that that "In transit" can mean a thousand things, but the coincidence seemed to me, let's put it this way, rather "suspicious". Yesterday it was finally delivered, all good fortunately, no signs of tampering or damage. This morning, another astral conjunction, they reply to the complaint, telling me that "everything's fine, package delivered", and, "by chance" as well, the complaint code now works perfectly, no longer returning that annoying error. Was it enough to tell them to get a move on, or else refund the shipping costs? Who can say, but at this point I feel like recommending this kind of tool, maybe it could push them to provide the service they promise to offer..
aumaldo
OP1 year agoWell, at least it went well for you! Yesterday I called again and, to get an answer, I had to make 4 attempts. The answer, incidentally, was the same: the registered letter is still stuck at the CMP (as of September 10) and "the search continues". At this point, in my opinion, the registered letter has been "lost" (to avoid using the term that would imply a crime). The problem is that the Post Office has 45 days from the date of the complaint to respond. After that, if they don’t reply or if they give me an unsatisfactory answer, I have to open a conciliation procedure (not easy and, perhaps, partly costly).
frank.ru91_5
·1 year agoI’ll add my experience too, also related to a Poste shipment, and in some ways quite similar. In my case it’s an insured express parcel (Poste Delivery Web Express), which has shown no sign of life since the day I dropped it off at the Post Office. It’s now almost been the standard 4 working days after which it’s possible to request a refund of shipping costs (in my case), excluding any additional services, but today I already filed a complaint for the delay suffered. I’m also getting an error when entering the complaint reference code, just as calls to the toll-free number have been in vain, since the automated voice refuses to put me through to a human agent. I just hope it was only an isolated delay, but I’m starting to fear the worst... In any case, support has been reduced to the bone, and in no time...
aumaldo
OP1 year agoAs soon as the days required for the complaint have passed, Artificial Deficiency will ask you for the code like the previous times, but, upon verifying that there is a timing issue, it will transfer you to an operator. You will patiently have to wait 2/3 minutes of nerve-racking hold music and finally the operator will answer, who will introduce themselves with a 4-digit code.
aumaldo
OP1 year agoFurthermore, I would like to add that in 25 years I have filed a dozen complaints with the Post Office (never for loss, this is the first time) and I have always been reimbursed (delays, unjustified returns to sender, etc.), the last time with a letter in which they apologized to me because the mail carrier had not followed the prescribed delivery procedure.
aumaldo
OP1 year agoUpdate (for those who haven’t gone through this experience yet). On Saturday the 13th I filed a complaint. Later, when entering the complaint number where Poste Italiane indicated, I was told: "Some errors were found A generic error has occurred. Try again." I called the toll-free number several times, and the operators told me that my registered letter has been stuck at the local CMP since September 10. They also told me it is not listed as lost, which would be reported when the fact is eventually confirmed. The last operator also told me that the wording "Generic error" appears to her as well, both for my complaint and for the others. After that, she told me that she had sent a follow-up for the complaint and a report for the system malfunction. Of course I am in touch with the buyer, who also called the toll-free number.
heavenwelkin
·1 year agoIn my opinion, the convenience of not having to go to the post office means that users abuse the service, clogging up the system (that's my hypothesis).
In that case, go to the post office and file the CLASSIC complaint in paper form to be filled out by hand.
Best regards.
technopartsbay
·1 year agoThey have removed almost every "human" operator: it is only still available for business accounts (800 160000)
The only option is to choose English at the beginning and then they will put you through to an operator.
Who, however (even if they are Italian) hangs up again if you don't speak English... so you'll have to make your requests in that language...
aumaldo
OP1 year agoOk, thanks. Then I’ll wait this week and then file a complaint online (I hope this can still be done). I don’t speak English!
aumaldo
OP1 year agoToday (with tracking still stuck on the day of shipment, September 3) I tried calling the toll-free number again. This time the "Artificial Stupidity", after asking me for the registered mail code, told me it had detected problems with the shipment, which is why it put me through to a "human" operator. Probably, after 6 days from the shipment of the Registered Mail item (excluding holidays and Saturdays), they pass the case to an operator. The operator told me that, as far as she can see, there was indeed a problem, but that through her system she reads that yesterday the presence of the Registered Mail item was recorded at the mechanical sorting center in the place of departure, so, even if late, the package should arrive at its destination. She also suggested the possibility of filing a complaint to get a refund for any delay, but I only care that the registered mail reaches the buyer.
heavenwelkin
·1 year agoTry filing the complaint, but there are quite a few fields to fill in and then they also ask about the contents of the registered mail.....
"with Registered Mail you can send letters, notices and documents up to 2 kg"
So if you write that you shipped an item (goods), you almost certainly won't be refunded.
Best regards
aumaldo
OP1 year agoFor the moment I’m not filing a complaint, because I only care that the shipment goes through. In any case, I sent a book with a Registered Book Post (euro 4,80). I should be in the clear. Let’s say what matters to me is that the buyer remains satisfied.
tcmri8
·1 year agoIn August 2024, I sent a package worth 60 euros to Germany, with 35 euros of insurance. Despite the tracking and the insurance, after making direct complaints at the post office in my town, the package was lost. So I recommend using UPS for other shipments.
aumaldo
OP1 year ago...and they didn’t refund you? And, if they didn’t refund you, did they reply with an explanation?
truedefender
·1 year ago@@technopartsbay I didn't know about this.
In past years I had to turn to the “human” customer service for some tracking, and I had found it to be very good.
Something that works, and they dismantle it....