11 Financial Accountabilities
11-1 Field Managers
Field unit managers have the following responsibilities
:
a. Comply with the financial procedures defined in Handbook F-101, Field
Accounting Procedures
(FAP),
which includes proper reporting of all
financial transactions, monitoring inventory levels, remitting funds in
excess of authorized reserves, and the overall monitoring of field
un
it
o
p
er
atio
ns.
b. Track items and collect, when appropriate, any money owed to
th
e
Postal Service.
c. Maintain adequate security for all accountable
it
ems.
d. Ensure that all required counts are performed, including stamp
sto
c
k
credits, cash credits, unit
reserve
stock, lobby sales stock, and retail
floor stock. Field
un
it
managers must comply with count requirements
which inc
l
ude completing them within the required time frames,
documenting
th
e
results, and promptly reporting and resolving any
noted
disc
re
pan
c
ie
s.
Subchapter 2-4 of Handbook F-101 describes field unit manager
responsibilities by daily, weekly, monthly, quarterly, and semiannually
perio
d
s.
11-2 Security
11-2.1 Employee Responsibility
The field unit manager or supervisor must provide adequate security for all
accountable items. Accountable items include postal funds, stamp
stoc
k,
blank money order stock, philatelic products, accountable receipts,
a
n
d
imprinters
.
The field unit manager or supervisor may delegate responsibility for
accountable items to other field unit employees under the supervision of
t
h
e
field unit manager.
In addition, field unit managers have the following responsibilities
:
a. Determine how each field unit will best use its available
s
e
curity
equipment for protecting accountable
it
ems.
b. Advise the next level of management, in writing, of security equipment
inadequacy or malf
un
ct
ion
.
11-2.2 Retail Operations Handbook
c. Periodically examine equipment that is used to protect stock or fu
n
d
s
to confirm proper working or
d
er
.
d. Ensure that equipment purchases are consistent with the
cr
ite
ria
documented in Handbook AS-701, Material Management.
11-2.2 Priority Levels
Field unit managers must ensure that employees provide the
a
p
pr
o
p
ri
at
e
level of security for accountable items. Priority one items require the highest
level of security, while priority three items require the lowest level.
Exhibit 11-2.2 lists accountable items by their priority level.
Exhibit 11
-2
.2
Accountable Items by Priority
Priority
Accountable
Item
1
Postal funds (e.g., cash, checks, and money orders), credit and
debit
card receipts, and blank money order forms.
2
Postage stamps, international reply coupons, migratory bird hunting
and conservation stamps (e.g., bird stamps), and philatelic
p
roducts.
3
Stamped envelopes stamped postal cards, money order imprinters,
and nonsaleable stamp
stoc
k.
4
USPS-related merchandise, packaging products, and official licensed
retail products.
11-2.3 Equipment
The following types of equipment must be used to secure accountable
it
ems
(in order of priority
us
e
)
:
a. Burglar-resistant chests in fireproof safes or security
cont
ain
er
s
located in walk-in vaults.
b. Postal Service standard vaults or security
c
o
nt
ain
e
rs.
c. Security chests or burglar-resistant chest portion of fireproof safes.
d. Fireproof safes or vaults built to Postal Service
st
an
dards.
e. Lockable metal cabinets and file drawers.
Note: The equipment used to secure accountable items will vary among
field units due to equipment availability.
11-3 PS Form 1412, Daily Financial Report
All postal retail unit
(PRUs),
regardless of size or revenue, must report their
financial activity to Accounting Services electronically at the close of each
business day. PS Form 1412,
Daily Financial
Report, provides individual retail
associates
(RAs)
and PRUs with a uniform method to report financial
tr
ansa
ct
ion
s.
PS Form 1412 is available in both manual and automated types as
described in Exhibit 11
-3
.
Financial Accountabilities
11
-4.3
Exhibit 11
-3
PS Form 1412
Type of Form
Description
Manual
PS Form 1412
Covers the scope of financial transactions for individual
RAs and postal retail units (PRUs).
Provides a running record of receipt controls of
all
ret
a
il
and philatelic sales, money order
tr
ansactions, stamp
accountability, and cash retained.
Au
tomated
PS Form 1412
Consists of paper tapes and reports provided by
approved mechanical devices such as e1412 and
Retail Systems Software (RSS) systems.
Records all financial transactions made by RAs.
RAs must prepare PS Form 1412 whenever financial transactions are
performed at the
PRU. RAs
must be identified by name or clerk number on all
PS Form 1412 supporting documents (e.g., tapes, lists, and receipts).
11-4 Self Service Kiosks
11-4.1 Overview
a. A self-service kiosk (SSK) that allows
th
e
customer to perform some
basic transactions that are conducted at the
f
ull-
service retail counter. A
SSK allows customers to do the
f
ollowing: Weigh and mail letters, lats
and parcels
b. Look up ZIP Code
s.
c. Purchase First-Class Mail
st
amps.
d. Pay PO Box rents
e. Accept pre-paid packages and provide receipt
SSKs do not accept cash. Payment types are limited to credit and de
bit
cards. The SSK prints out a receipt for the customer for each
t
r
a
n
sac
t
io
n.
The daily closeout process is automated and takes place at a scheduled
t
ime
each evening, during off-peak hours. A PS Form 1412 is created daily and
transmitted via the network to the Enterprise Data Warehouse
(EDW)
a
n
d
postal accounting systems. Each SSK is assigned a unique 10-digit
un
it
finance number
(UFN)
for reporting
p
urpos
es
.
11-4.2 Machine Service Manual
The SSK Machine Service Manual is available on the Delivery and Retail Web
site. Go to: https://blue.usps.gov/retail/equipment/welcome.htm
Click on the Self-Service Kiosk tab.
11-4.3 Reports
A hard copy of the SSK PS Form 1412 is not generated automatically. When
needed, an SSK PS Form 1412 report can be found in EDW through the
following path: Accounting > Shared Reports > SAFR > Store Revenue
Reports > 1412 by Site by Day.
11-5 Self-Service Postal Centers (SOPO)
The Self-Service Only Post Office (SOPO) represents a cost-effective access
channel to meet the demand for Postal access in emerging communities, or to
boost convenience in established locales. The SOPO is an unmanned
location providing convenience for package induction, stamp purchases, PO
Box rental and mailing and shipping needs. The Self-Service Only locations
address the needs of customers seeking a better digital experience.
11-6 Postage
Products
11-6.1 Overview
Postage products include a variety of postage stamps such as
se
mi pos
tal
stamps, commercial precanceled stamps, migratory bird stamps, philate
lic
stamps, and regular postage stamps. These products are sold at PRUs,
contract postal units
(
CPUs),
stamp vending machines, and SSKs.
Postage products are accountable items that must be protected at all
time
s
by providing adequate physical security
.
Exhibit 11-6.2
11-6.2 Revenue Account Identifier Codes
RAs must record the sale of postage products in the corresponding revenue
account identifier code
(AIC)
as indicated in the Exhibit 11
-6
.2.
Product Revenue Account Identifier Codes
Revenue
AICs
Controls
007
Postage stamps are accountable
it
ems,
which must be controlled as follows:
▪ Provide security.
▪ Record sales.
▪ Maintain records of stamp
stock
activiti
es.
011
014
015
016
017
018
083
084
086
090
091
092
094
096
11-7 Retail
Products
Retail products include a variety of retail items such as
Re
ad
y Pos
t
mailing
products and other retail products sold at PRUs.
Exhibit 11-7.1
11-7.1 Revenue Account Identifier Codes
Exhibit 11-7.1 lists the AICs in which to record the sale of packag
in
g
products and describes how to control these
p
r
od
u
ct
s.
Product Revenue Account Identifier Codes
Revenue
AICs
Master Title
Controls
093
Packaging Product Sales
Packaging products are accountable items, that must be
controlled as follows:
▪ Provide security.
▪ Record sales.
▪ Maintain records for packaging product
activities.
▪ Physically count packaging products (AIC 093)
each quarter.
098
Postal-Related Merchandise Sales
231
Official Licensed Retail Products
11-8 Passports
Postal Service Headquarters, coordinating with the Department of State
Headquarters, establishes the postal operational, accounting, and
ot
h
e
r
procedures for passport application acceptance at designated Post
O
ffic
e
s
na
t
i
onwide
.
Postmasters and station managers select and designate employees
t
o
provide passport service.
PS Form 5659, Daily Passport Application
(DS-11)
Transmittal, is the log
of
individual passport application activity for both the Department of State
a
n
d
the U.S. Postal Service.
See the Administrative Support Manual, part 422, for detailed policy and
procedures related to
p
a
sspo
r
t
s.
Refer to Handbook F-101, chapter 7-4.2, for accounting for passport fees.
11-9 Financial Differences: AICs 247 and 647
PRUs must use the following two AICs to report adjustments related
to
banking and miscellaneous item
s:
a. AIC 247, Financial Differences Overage.
b. AIC 647, Financial Differences Shortage.
Adjustments may also be credited or debited by Accounting Services for
financial adjustments related to a unit’s banking, transmitted PS Form 1412
transactions, money orders, and stock ledger dis
c
r
e
pan
c
ie
s.
Accounting Services issues expenses to PRUs as a result of reconciling the
following financial activities:
a. Sales audit expenses.
b. Reconciliation exceptions (e.g., banking, credit and debit cards,
change funds, and Sure Money).
c. Stamp stock shipment exceptions (stock ledger).
d. Money order reconciliation exceptions
.
A negative amount
(appears
in
parentheses)
in
General
Ledger
(GL)
56203 on
the Financial Performance Report
(FPR)
Line 44 Miscellaneous Expenses is a
credit or reduction in expense. A positive amount is a debit or increase in
expense.
To identify the source of individual AIC 247 and AIC 647 expenses, acce
ss
the following: Accounting Data Mart
(ADM)
report: Acco
un
t
i
ng
>Sh
are
d
Reports>Postmaster Folder>FPR Net Financial Differences
(AIC
247
/
647
)
—
Line Detail.
To review, identify, or research AIC 247 and AIC 647 expenses, use
th
e
reports in the Postmaster folder in the ADM.
Refer to Handbook F-101, chapter 8, for detailed procedures for
cr
ea
tin
g,
documenting, monitoring, and offsetting AIC 247/647 expenses.
11-10 Banking
The Postal Service conducts business in only U.S. currency (includes coins).
Therefore, field unit employees must not accept any foreign currencies as
payment. Postal Service employees must safely control U.S.
cu
rr
enc
y,
customer checks, and money orders as
fo
llows:
a. Do not loan, withdraw, or deposit postal funds in an unauthorized bank
ac
co
un
t.
b. Do not exchange U.S. currency with other types of
f
un
d
s.
c. Do not use postal funds for personal pu
r
p
o
s
e
s.
d. Safeguard postal funds from the public and conceal them from
vi
ew.
e
.
When postal funds are not continuously observed, maintain funds in a
locked
r
e
c
e
pta
c
le
.
f. Deposit all Postal Service funds to a Postal Service relationship bank
account established by Corporate Treasury.
(See
Handbook
F
-
3,
Treasury
Management.)
g. Refer to Handbook F-101, chapter 9-1.2, for detailed banking
proc
ed
ures
for PRUs.
11-11 Retail Operations
Han
d
bo
o
k
11-11 Credit and Debit Cards
11-11.1 Credit Cards
The Postal Service accepts the following credit cards for the purchase of most
Postal Service products and services as detailed in this section:
a. American Express (AMEX).
b. Carte Blanche.
c. Diners Club.
d. Discover.
e. JCB.
f. MasterCard.
g. Visa.
h. China Union Pay.
i. PIN Debit
j. Samsung Pay (available only at Full Window Service).
k. All contactless phone/wallets/wearables (Only Non-POS locations only)
(Available for FWS, SSK February 2022)
Note: Credit and debit card terminals will not accept any unauthorized card.
Credit cards are not accepted for payment for the following:
a. Trust fund deposits at the PRU including but not limited to:
▪ PostalOne! Accounts
▪ Permit Imprint accounts.
▪ Periodicals accounts.
▪ Business Reply Mail and Postage Due accounts.
b. Precanceled stamps.
c. Money orders (principal amount).
d. Payment for periodicals or mailings.
e. Collect on Delivery (COD) funds.
f. Money by wire (principal amount).
g. Payment for an employee debt.
h. Passport application fees payable to the U.S. Department of State.
I. Gift cards.
Note: Customers may order stamps and make purchases with American
Express, Discover, MasterCard, and Visa credit cards by calling 800-STAMP-
24 (800-782-6724) or when purchasing products at www.usps.com
.
Acceptance Procedures
Fallback Procedures:
If an EMV chip card cannot be read by terminal three (3) separate
times, the terminal will automatically fall back to a Mag-Stripe
transaction.
The procedure for accepting credit cards is as follows:
a. The customer inserts [chip card] /swipes [magstripe] the card into the
terminal and follows the prompts. If the chip cannot be read three times
then, the customer is prompted to swipe the chip card through the
magnetic card reader and follow the prompts. If the credit card is
approved, a receipt will print.
b. Cash Management
Handbook F-101, Draft 12
For these credit cards…
The signature on the receipt must
match…
American Express, Carte Blanche,
China Union Pay, Diners Club,
Discover Card, and MasterCard.
the signature on the back of the
credit card and the name
embossed on the front of the
credit card.
Visa and JCB.
the signature on the back of the
credit card.
***Note only Magstripe transactions need to be
verified.***
c. SSAs may not accept unsigned credit cards, if a customer presents an
unsigned credit card, the SSA may accept the credit card for payment as
follows: (Note: only for Magstripe transactions only)
(1) The customer must sign the back of the credit card.
(2) The customer must provide two forms of identification — one must
be a photo ID.
(3) The signature must match identification.
Note: Credit cards with the words “See ID” or containing two
signatures on the signature panel may not be accepted (applies to
both personal and business credit cards).
In addition, SSAs may accept business credit cards in accordance with the
following requirements:
• The card may or may not have an individual name embossed on
front along with a business name.
d. The SSA records credit card transactions in AIC 762, Credit Cards
Remitted, on PS Form 1412.
Note: Credit card receipts must be kept in a separate and secure location.
They should be kept secure enough that only those with an official “need to
know” have access to them.
11-11.2 PIN-based Debit Cards
SSAs may accept the following PIN-based debit cards for payment for all
postal products and services:
• ACCEL.
• Armed Forces Financial Network.
• ATH.
• Culiance (CU24)
• China Union Pay
• Electronic Benefit Transfer (EBT) cards.
• Interlink/PAVD.
• Maestro.
• NYCE.
• Pulse
• Shazam.
• STAR
Any changes to the list of accepted PIN-based debit cards will be
announced in the Postal Bulletin.
If the customer presents a debit card that is not authorized, the terminal will
not approve the transaction.
The procedure for SSAs accepting PIN-based debit cards is as follows:
A. In FWS units [Large Post Offices], the RA selects the payment options
on the POS screen, the customer will insert, swipe, or tap the debit
card on the CDU (Customer Display Unit) [Note: tap will be available
with new FWS terminals]. In non-POS units[Small Post Offices], the
customer will insert, swipe, or tap the card the debit card on the CDU.
B. The customer is prompted to enter their personal identification
number (PIN) on the CDU.
C. When the system prompts “Cash back,” ask the customer if he or she
would like cash back. [Note: The CDU displays the cashback amount
(set amounts) to be selected by the customer]
a. Cash back is only offered if cash is available in draw.
b. Cash back can only be given to customers making a purchase.
c. Cash retained limits must not be increased.
The customer selects the amount of cash back requested, if
applicable. Cash back amounts must be in increments of $10.00 up to
a maximum of $50.00
D. If approved, a Post Office and a customer receipt will be printed.
Receipts will show the amount purchased, the cash back amount, and
the grand total. [Note: In FWS, the customer has an option to select 1.
Print receipt 2. Email Receipt 3. Print and Email Receipt.]
E. Give the customer receipt to the customer.
F. Record PIN-based debit card transactions in AIC 772, Debit Cards
Remitted, on PS Form 1412.
Note: PIN-based debit card receipts must be kept in a separate and secure
location. They should be kept secure enough that only those with an official
“need to know” have access to them.
11-12 Checks
11-12.1 Check Acceptance
Employees may accept personal checks, bank checks, government agency
checks, business checks, traveler’s checks, and American Express (AMEX)
gift checks for customer transactions when presented with a valid ph
oto-
bearing ID as
fo
llows
:
a. Checks are accepted for all postal products, except money order and
Sure Money transactions.
Note: U.S. Treasury checks, traveler’s checks, and
AMEX
gift checks
are acceptable for the purchase
of
postal money orde
rs.
b. Customer checks must be made payable to “U.S. Postal Service” or
“Postma
s
te
r.
”
c. Traveler’s checks and
AMEX
gift checks are accepted only when
a
t
least 50 percent of the face value is used to purchase Postal Service
products or services.
d. Checks may be accepted for payment of a Collect on Delivery (COD)
item provided the check is made payable to the sender.
e. Checks that have been mailed in for payments must be endorsed
“by
mail” on the face.
11-12.2 Checks Prohibited for Cashing
Do not cash the following types of
ch
ecks:
a. Checks that appear altered.
b. Checks from a third party
.
c. Checks for anyone other than the
payee(s)
named on the face.
d. Checks for which the signature on the ID does not match the
signature on the check.
e. Checks for more than the amount imprinted as a limit on the face of
th
e
document
.
f. Checks payable to a business, an organization, society,
ins
t
it
ut
ion
,
government agency, corporation (LLC or others), or partnership.
These items must be deposited or negotiated at their bank or
financial institution.
g. Checks issued by an employee.
Refer to Handbook F-101, chapter 9-3, for detailed procedures for
accepting and cashing
ch
e
cks
.
11-12.3 Returned Customer Checks and Bad Check List
Returned checks are customer checks returned from Postal Service bank
accounts. Returned checks are debited to a service wide expense
acc
o
un
t
and Accounting Services handles check collection and
re
so
lut
i
on
.
Field unit employees must not accept payment from the customer
fo
r
returned checks that have been placed for
co
llec
t
io
n.
All funds received as a result of check collection attempts, for these
c
h
e
c
k
s,
are credited to a service wide expense ac
co
un
t.
Refer to Handbook F-101, part 9-3.5, for the handling of returned checks.
Accounting Services generates a national bad check list. The list is sorted
by
area and forwarded to each district finance manager
(DF
M
)
or designee
fo
r
distribution within their
d
i
str
i
ct
.
(For RSS PRUs, this information is uploaded
into the RSS system).
Accounting Services removes customers from the bad check list once their
debt is paid. However, local management may continue to keep a
cust
ome
r
on the bad check list, at their discretion, by manually adding it to the list
received from Accounting Services.
11-13 Domestic and International Money Orders
Postal money orders can only be purchased using the following pa
ymen
t
methods:
a. U.S. currency and
co
ins.
b.
U.S. Treasury
ch
ecks
.
c. Traveler’s checks payable in U.S. dollars. *
d. American Express gift checks payable in U.S. dollars. *
e. Pin-based debit
c
a
r
d
s.
* Note: Traveler’s checks and American Express gift checks are
a
cc
e
pte
d
only when at least 50 percent of the face value is used to purchase pos
t
al
products and services.
The maximum amount of any single domestic money order is $1,000.
To comply with the Bank Secrecy Act, customers must complete a PS Form
8105-A and present valid identification as
fo
llow
s:
a. For all sales of money orders, gift cards and Sure Money
transactions totaling $3,000 or more to the same customer in the
same day. Fees
ch
ar
ge
d
for transactions do not count toward the
$3,000 limit. Separate transactions to one customer over the
course of one day count
to
war
d
the $3,000 filing threshold.
b. When cashing money orders that total more than $10,000 per
day,
p
er
customer,
To report
any potentially suspicious activity involving the purchase
or cashing of a postal financial instrument, use a PS Form 8105-
B, Suspicious Transaction Report (STR) and complete the form as
soon as possible after the suspicious transaction has ended.
Federal
law prohibits notifying the customer that a suspicious report is
b
e
ing
completed; therefore, RAs must complete the PS Form 8105-B after
th
e
customer leaves the counter line.
Submitting PS Forms 8105-A and PS Forms 8105-B
RSS and e1412 Post Offices using money order printers must submit
PS Forms 8105-A and PS Forms 8105-B electronically. If the
electronic form was submitted successfully, the Post Offices should
not mail a paper copy of the PS Form 8105-A or PS Form-B to the
BSA office.
There are two instances when an automated Post Office should mail a
paper form.
• If the network is down and the form cannot be submitted
electronically or if the RA does not receive an electronic
confirmation that the online form was successfully submitted.
In these instances, a paper form must be mailed to address on
the front of the form.
• When an RA wants to add comments to a PS Form 8105-B
being submitted electronically, in order to provide additional
information about a suspicious transaction. The additional
information must be submitted on a paper form and mailed to
the address on the front of the form.
Post Offices that do not have the ability to submit PS Forms 8105-A
and PS Forms 8105-B electronically must mail the forms to the
address on the front of the form the same day the transaction occurs.
Use the most current edition of PS Forms 8105-A and 8105-B. Forms
may be ordered from the Material Distribution Center.
If submitting a paper form, PRUs must log the PS Form(s) 8105-A
before submitting. A sample tracking log is available on the Corporate
Treasury’s Web site. Go to: http:// blue.usps.gov/corptreasury/. Click
on Bank Secrecy Act Compliance, then click on BSA Forms Links.
11-14 Cashing Domestic and International Money Orders
11-14.1 All Postal Money Orders
PRU employees must cash domestic and international money orders in
accordance with the following procedures as well as in accordance with any
additional specific instructions from the postmaster or
distric
t
:
a. Verify that the money order is not on the Missing, Lost, or Stolen list in
the current Postal Bulletin.
b. Cash the money order only in the exact amount imprinted at time o
f
issue, up to the authorized maximum amount. Use of a title (e.g., Mr
.
and Ms.) is not required when endorsing a money order. A money o
r
der
made payable to more than one person will be cashed for either person
if the conjunction “or” is used. If no conjunction is used, all perso
ns
named on the face of the item must sign and provide ID as required.
c. Verify that the money order is authentic
(see
Notice 299, Security
Features
of U.S. Postal Service Money
Orders).
Check money order
security features for signs of alteration, counterfeit, or fraud be
fo
re
ca
s
hing
.
If necessary, call the Money Order Verification System
(86
6
-
459
-7
822
)
as an
additional tool to validate issuance of a postal money order.
Refer to Handbook F-101, subchapter 10-2, for more information on
requirements and procedures for cashing postal money o
rd
e
rs.
11-14.2 Money Order Security Features
To determine if a money order is authentic, hold the money order up to
t
h
e
light and look for the following security features:
▪ Ben Franklin images
(
w
at
er
mar
k
s)
repeated on the left side (top
to
b
o
tt
om).
Watermarks are in the paper and will appear when
viewing from the front or back of the money order when held up
to the light.
▪ A dark security thread running (top to
b
o
tt
om
)
to the right of the Ben
Franklin watermark with tiny letters “USPS” facing backward and
fo
rwa
r
d.
If either of these security features is not present when the money order is
held up to the light, the postal money order is fraudulent. Also, be aware o
f
the following potential areas for fr
au
d:
▪ Denominations are indicated on two locations and must be identical.
Look for alterations in one or both places.
▪ Discoloration of the denomination amounts indicates erasure
(fraudulent).
▪ Maximum value for domestic postal money orders is $1,000.
Note: RAs can call the Money Order Verification System as a tool
to
validate issuance of a postal money order. For more information, see
Notice 299.
11-14.3 Money Order Verification System
The Money Order Verification System is an interactive voice response (IVR)
system for deterring fraud. The
IVR
system can assist PRUs and financial
institutions when validating postal money orde
rs.
To inquire on the validity of a recently issued money order, do the
fo
llowing
:
a. Call the Money Order Verification System at
86
6-4
59
-
7822
b. Press 1 for Money Order Verification.
c. Enter the following information when
prompt
ed:
11-digit money order serial
nu
mb
er
.
Exact dollar amount of the money orde
r.
Issue ID number.
If the money order has been issued in the last 90 days and is at least 48
hours old, the
IVR
should reply that there has been a
“match”
if the money
order is a valid issue.
There are instances where the issuing unit’s PS Form 1412, Daily Financial
Report, data has not updated in the system in a timely manner. This will
result in a nonmatch reply from the
IVR
sys
tem.
The
IVR
system is to serve only as an additional tool to help prevent fr
au
d.
See the “Money Order Verification System Frequently Asked Questions
(FAQs)
”
at: h
t
tp
://b
lue.u
s
p
s
.g
ov
/acco
u
nt
ing
/
_
pdf/M
o
n
eyOr
de
rI
VRF
A
Qs
.p
df
.
Refer to Handbook F-101, subchapter 10-3, for procedures for money orde
r
inquiries and replacements.
11-15 Accountable Paper
11-15.1 Accountable Paper Definitions
Accountable paper is defined as:
▪ Postage stock.
▪ Stamped paper
s.
▪ Nonpostal stamps.
▪ Philatelic
products.
▪ Money order
sto
c
k.
Postage stock is defined as:
▪ Postage
s
t
a
m
ps
.
▪ Semi postal stamps.
Stamped papers are Stamped envelopes and postal cards (include regular, spec
ial,
commemorative, and penalty mail issues).
Nonpostal stamps are migratory bird hunting and conservation stamps
s
o
ld
for the Department of the Interior.
Philatelic products are defined as:
▪ Mint sets.
▪ Stamp collecting kits.
▪ Gift
pack
s.
▪ Other products in the items 8000–9999 series.
11-15.2 Accountable Paper Terms
The following accountable paper terms will help Postal Service employees
understand the accountable paper procedures in this
ha
n
d
book
.
Unit reserve:
▪ Consists of all stamps, stamped paper, and philatelic products in a
PRU that has not been consigned to other accountabilities within
t
h
e
un
it.
▪ Are in all PRUs.
▪ Has sufficient stock to meet customer demand; however, PRUs m
u
st
maintain total unit accountability within established limits (see part 11 -
3.4)
Stamp Fulfillment Services (SFS):
▪ Receives and disburses stamps, stamped paper, and philatelic
products.
▪ Provides accountable paper for all PRUs, CPUs and VPOs within its
service area.
▪ Typically consists of a supervisor and one or more bargaining-unit
employees assigned to work in or near a secure vault.
▪ Is administered by Stamp Services at Headquarters and serves as a
centralized stamp distribution o
p
e
r
a
t
io
n.
11-15.3 Responsibilities
11-15.3.1 Postmaster or Unit Manager
The postmaster or unit manager is responsible for ensuring that controls are
in place for maintaining an accurate inventory for all accountable pape
r
within the PRU. This responsibility includes, but is not limited to, the
follow
ing:
a. Providing adequate security for all accountable items.
b. Monitoring inventory levels.
c.
Establishing and controlling segments within the PRU.
d. Ensuring proper entry of all financial transactions.
e. Ensuring that all required counts are per
f
o
rme
d.
11-15.3.2 Employee
All field unit employees are accountable for the
fo
llo
w
in
g
:
a. All accountable paper issued to them as a stamp
cr
edit.
b. All funds received from accountable paper sales until deposited as
postal fund
s.
c. Accurate and timely recording of all financial tra
ns
ac
tio
ns.
All employees assigned responsibility for accountable paper are liable for
losses in their accountability.
11-15.3.3 Contractor
A contractor is accountable for all accountable paper assigned to the CPU
and VPOs.
11-16 Ordering Stock SFS
PRUs order accountable paper from SFS. The SFS provides a monthly
schedule for o
r
der
i
ng
.
Refer to Handbook F-101, subchapter 11-4, for detailed procedures
fo
r
ordering from the SFS.
Money Order Sources
The Supply Management Asset Planning organization requisitions money order
stock from an appropriate money order supplier. Money orders are shipped
from the printing vendor to the MDC. Refer to Handbook, F-101, section 12-2.
.
11-17 Receiving Stock Shipments From SFS
11-17.1 Examining and
Verifying
the
Shipment
Examine and verify stock shipments as follows:
a. Examine each shipping carton to ascertain that the address is correct,
the seal is unbroken, and the contents are not damaged.
b. Report tampering to the U.S. Postal Inspection Service and Office o
f
Inspector
General immedia
t
e
ly.
c.
Count stock and verify to the computer-generated PS Form 17, Stamp
Requisition/Stamp Return, with a witness.
d. Sign and date the PS Form 17.
e. Enter the total value of the PS Form 17 as stock received even if the
physical quantity is not the same.
Exhibit 11-17.1 provides specific verification procedures by
it
em.
Exhibit 11-17.1
Verification Procedure by
It
em
For this item:
Verify the shipment as fo
ll
ows
:
Panes in sealed
packag
es
Follow the instructions on the package for verifying the
contents before removing the sealed film wrapper on
th
e
individual packages.
Stamp booklets
Count the number of booklets in the denomination and
type described on the unit
p
ack
age.
Do this before breaking the package seal.
Coils
Count the stamp coils to verify the shipment contains the
quantity of coils, type, and denomination of
stock
ordered.
Do this before breaking the seal.
Stamped envelopes
and postal cards
Count the number of boxes or packages and the
denominations of the envelopes or cards against the
carton labels and verify against PS Form 17.
Philatelic produ
c
ts
Count the number of items in open cartons. The total
must agree with the quantity printed on the outside of the
carton.
11-17.2
Financial Accountabilities
11
-18
.2
11-18 Returning Stock to the SDO or
SFS
11-18.1 Saleable Stock
Saleable stock that may be returned to SFS includes
st
amps, stamped
envelopes, postal cards, and philatelic products currently on sale.
SFS must authorize the return of saleable stock before
th
e
stamp stock
custodian returns
it.
11-18.2 Non-saleable Stock
Nonsaleable stamp stock items and products that may be returned to
SFS
for
destruction includes the
f
ollowing
:
a. Obsolete stock that is removed from sale at all locations. If recalled for
destruction, consider using philatelic products for
pr
omo
t
i
on
al
purposes or as gifts to employees. Obsolete editions of the Postal
Service Guide to U.S. Stamps can be provided for ph
ilate
lic,
promotional, or educational purposes. (Stamp Services publishes an
annual announcement in the Postal Bulletin about the disposition o
f
obsolete editions.)
b. Defective stock including any partial packages of stamps,
s
t
a
mpe
d
envelopes, postal cards, and damaged stock accepted from
customers as described in the Mailing Standards of the United States
Postal Service, Domestic Mail Manual (DMM), 604.9.0.
Send stock to be destroyed to SFS only if the minimum amo
u
nt
has
accumulated since the last shipment; Exhibit 11-18.2 lists minimal amount
of stock per CAG.
Exhibit 11-18.2
Minimal Amount of Stock to Be Destroyed per CAG
For CAGs…
The minimum
amount is…
A–G
$100
H
$50
K and L
$25
The stamp stock custodian must check the Postal Bulletin to know when
t
o
withdraw specific stamps and stamped paper items from sale. The schedule
of returning nonsaleable stock is provided by SFS.
11-18.2 Retail Operations
Han
d
bo
o
k
Prepare stock to be returned as
f
ollows
:
a. Ensure that the value is clearly marked on each item
.
b. Sort loose stamps by denomination and paste them on a letter size
paper
.
Note: A list of off-sale items is available on the Enterprise Data
Distribution Web site. Go to:
http://edd/pls/posweb/ProdItem.Intro.
Refer to SFS Toolkit. Go to https://blue.usps.gov/accounting/ and
click on the SFS toolkit or Handbook F-101, subchapter 11-6, for
detailed procedures on accounting for returning
s
t
o
ck
.
12 Stamp Stock and Cash
Accountability
12-1 Stamp Stock Assignment
Stamp stock credits and cash credits are assigned as
fo
llow
s:
a. Retail Floor Stock
b. Employee cash
c
r
e
dit
s.
c. Unit reserve s
toc
k.
d. Unit cash reserve.
e. Retail floor
stoc
k.
f. Rural carrier consignment.
g. Contract postal unit
(CPU)
c
r
e
d
its.
h. Mobile units.
i.
Stamps by Mail.
12-2 Stamp Stock Responsibility
The postmaster, manager, or supervisor is responsible for management of all
stamp stock credits and cash credits assigned and must ensure the
t
imely
performance of all credit
co
unt
s.
All employees with consigned credits are accountable for the value of their
assigned stamp stock, cash, and money orders.
Unit reserve stock custodians are accountable for the value of their assigned
stamp stock and money
ord
er
s.
CPUs are accountable for the value of their assigned stamp stock, cash, and
money orde
rs.
12-3 Retail Operations Handbook
12-3 Stamp Credits
12-3.1 Definition
A stamp credit is the value of the stamp stock and money orders
co
ns
ign
e
d
to a retail associate
(RA)
from the unit reserve stock at a postal retail
un
it
(PRU).
Hold stamp credits to a reasonable multiple of the RA’s weekly sales
amount. A 2-week multiple is recommended. The postmaster, supervisor, o
r
manager may adjust the value of stamp credits to be consistent
wit
h
customer demand.
To maintain individual accountability, RAs must not trade or purchase
s
t
amp
stock from one another employee.
In an emergency, a supervisor may authorize an RA to ship or receive
sto
c
k
from another RA as
fo
llows:
a. The supervisor or RA completes a PS Form 17, Stamp Requisition/
Stamp Return, in duplicate. Enter the names of both RAs and
t
h
e
amount of stamp stock on PS Form 17.
b. The supervisor must witness and sign PS Form 17 as authorizing
t
his
t
r
a
ns
act
io
n.
c. The RA keeps a copy of the PS Form 17 until the next stamp
cr
edit
co
unt
.
12-3.2 Unit Reserve Stock
The unit reserve stock custodian is accountable for the value of all items in
the unit reserve stock, is responsible for managing the stamp
s
t
o
c
k
inventory, and must report unit reserve stock ac
tivit
i
es
.
Sales from the unit reserve stock are not
a
llowed.
The unit reserve may be assigned to the postmaster, unit manager, or
supervisor. At a finance station without a domiciled supervisor, a lead sales
and services associate
(LSSA)
may be assigned the unit reserve. The LSSA
may also be assigned a separate stock credit from which direct sales to
th
e
public are conducted.
(A
finance station is a postal retail unit that has three or
fewer full-time
RAs
.
)
Refer to Handbook F-101, Field Accounting Procedures, subchapter
13
-4
,
for detailed procedures for conducting unit reserve stamp stock
c
o
un
ts
.
12-3.3 Total Postal Retail Unit Stamp
Accountability
Maintain the total PRU accountability on PS Form 1412, Daily
Financial
Report. AIC 853, Stamp Accountability Closing Balance, on the unit’s PS
Form 1412 is a combination of all stamp accountabilities within the same unit
fin
a
n
c
e
nu
mbe
r
(UFN)
at the PRU. This combination includes the
f
ollowing
:
a. Unit reserve
stoc
k.
b. Retail floor
stoc
k.
Stamp Stock and Cash Accountability
1
2-4.2
c. Individual stamp credits (e.g., retail associates, vending, Stamps
by
Mail
®
, and philatelic).
d. Lobby Sales - mPOS
12-3.4 Stamp Credit Record
Files
The postmaster, manager, or supervisor is responsible for establishing
a
n
d
maintaining a stamp credit file for each employee. The file must contain
th
e
following items:
a. PS Form 3294-P, Cash and Stamp Stock Count and Summary, or PS
Form 3294-C, Cash Credit Count and Summary.
b.
PS Form 3368-P, Accountability Examination Record.
c. PS Form 3369, Consigned Credit Receipt.
d. PS Form 571, Discrepancy of $100 or More in
Financial
Responsibility,
if applicabl
e
.
e. Letters of demand
(LOD)
for payment, if applica
b
le
.
Maintain a drawer or similar container of file folders, one for each
c
r
edit
,
arranged in alphabetical or numerical o
r
d
e
r.
The retention period established for stamp credit file forms is not to
excee
d
2 years except for PS Form 3369 which is 3 years.
12-4 Individual Stamp Credit Counts
12-4.1 Counting Requirements
Supervisors must randomly count stamp credits maintained by bargaining
unit employees at least once every 4 mo
n
t
hs.
Stamp credits maintained by non-bargaining employees must be counted
by
the non-bargaining employee and another employee at least once every
12 mo
nt
hs.
Refer to Handbook F-101, subchapter 13-3, for detailed procedures on
conducting stamp credit
co
un
t
s.
12-5 Contract Postal Unit Stamp Credit
Count
The postmaster, manager, or supervisor of the host Post Office has
th
e
following responsibilities
:
a. Ensuring that CPU stamp credit counts are conducted randomly
a
t
least once every 12 mo
nt
hs.
b. Maintaining a separate file for CPU financial activ
i
ties.
Refer to Handbook F-101, subchapter 13-7, for detailed procedures on
conducting a CPU
c
oun
t.
12-6 Cash Credits
12-7.1 Unit Cash Reserves
PRUs may establish a unit cash
reserve
to supplement the needs of the
un
it.
Use PS Form 3369 to assign the unit cash reserve to an individual who is
directly accountable. When circumstances warrant, the unit cash reserve
custodian may reassign all or part of the unit cash reserve using PS Form
3369. Any reassigned funds must be kept separate from other
acc
ou
n
t
a
b
le
credits assigned to the employee.
Report the unit cash reserve in AIC 753 on the unit’s PS Form 1412. The
uni
t
cash reserve has no tolerance.
Note: CPUs may not have a cash reserve. Refer to Handbook F-101,
section 13-8.1.2,for making changes to unit cash reserves.
12-7.2 Cash Retained (RSS Units Only)
RAs that are only consigned a cash credit are authorized a cash retained
amount of $100.99 (maximum amount), for which they are individually
accountable. The RA documents the maximum authorized cash retained
on PS Form 3369.
Individual RA cash retained amounts must be equal to AIC 753 as
r
e
por
t
e
d
on the individual’s PS Form 1412 and cannot exceed the approved
a
mo
un
t
.
12-7.3 Contract Postal Units Cash Credit
CPUs may keep $100 or 10 percent of their stamp credit, whichever is less.
12-8 Segmented Inventory
Accountability
Each unit must maintain a unit reserve stock and may have a number
of
different segments.
Retail Associates (RAs) who work at window services do not have a
stamp stock
inve
ntory assigned and instead work from a shared retail
floor
stock
.
RAs who work from the retail floor stock are assigned a $100.00 cash
retained credit, for which they are individually ac
co
un
t
a
ble.
Other segments may require stamp stock inventory assigned as individua
l
accountability for which they are directly accountable.
12-8.1 Segment Definitions
The following segments enable the assignment of cash or stamp stock
to
various individuals or roles within a unit:
a. Mobile Unit Credits — Stock for use by employees assigned
t
o
operate mobile units. This credit is directly accountable to an
individu
al.
b. Retail Floor Stock — A common inventory for use by retail employees
who are not directly accountable for that inventory.
c. Stamps by Mail (SBM — An inventory for use in filling stamp orders
received from customers by mail that is assigned to an individual
w
h
o
is directly accountable for that inventory. SBM is used where volume
prohibits filling requisitions from the retail floor
s
t
ock.
d. Special Event Credits — Temporary credits for special events can be
assigned to one of the accountable segments with stock issued
directly from the unit reserve. At the completion of the event a count is
conducted, and the balance is either returned to the unit reserve,
prepared for destruction, or moved to the retail floor
s
t
o
ck
.
e. Lobby Sales – A common inventory for use by Lobby Assistant to sell
stamps on Lobby Sales segment on either the mPOS or SSK.
12-8.2 Responsibilities
Postmasters, managers, and supervisors at PRUs must comply with
th
e
procedures defined in this section. In addition, postmasters, managers,
a
n
d
supervisors are responsible for the
f
ollowing
:
a.
Establishing and controlling segments within the unit.
b. Monitoring inventory levels.
c. Ensuring proper entry of all financial transactions.
d. Remitting all funds in excess of authorized reserves.
e. Monitoring operations, including count
pro
c
e
d
ures.
All PRU employees are responsible for the
f
ollowing
:
a. Ensuring financial integrity.
b. Maintaining security of all postal stock, funds, equipment, and
facilities
.
c. Reporting all retail transactions
.
d. Providing receipts to each
c
us
t
om
er
.
e. Using the RSS cash drawers for all daily transactions as they
occu
r.
Employees are accountable for cash, stamp stock, and money o
r
de
rs
directly assigned to
t
h
e
m
.
12-9 Retail Floor
Stock
Under the retail floor stock segmented inventory accountability
(SI
A
)
concept, two modifications are made to traditional
cont
ro
ls:
a. Cash is separated from stamp stock in retail cre
d
its.
b. A shared retail floor stock replaces individual stamp credits for RAs.
The unit
reserve
stock custodian issues stock directly to the retail floor
stoc
k.
Although no individual RA is accountable for this stock, each RA mak
i
ng
sales from this credit is responsible for ensuring accurate reporting of
t
h
e
sales from the retail floor stock. RAs are also responsible for
a
d
eq
uate
protection and security of retail floor
s
t
o
ck
.
Refer to Handbook F-101, subchapter 14-2, for detailed procedures on
conducting retail floor stock cou
n
t
s.
12-10 Other SIA Segment Counts
Counts for stamp stock credits assigned to bargaining employees mu
st
occur at least once every 4 mo
nt
hs.
Concurrent counts must be performed for employees assigned unit reserve
stamp stock and other accountable credits. This begins a new cycle for
t
h
e
required “count frequencies” for all assigned
cr
edits
.
Blank money order stock assigned to an accountable segment employee,
must be verified each time the count for that segment is
p
erf
ormed
.
Refer to Handbook F-101, subchapter 13-3, for detailed procedures on
conducting individual stamp credit
co
un
ts
.
12 -11 Single Drawer Accountability (SDA)
Single Drawer Accountability (SDA) is a single accountability comprised of
stamp stock, cash, and money orders consigned specifically to RSS or e1412.
2, 4 and 6 hour offices which are overseen by an Administrative Post Office-
APO.
Stamp counts are randomly mandated by Accounting Services based on
financial risk and monitoring indicators. The APO is responsible for stamp
stock management in accordance with this policy.
Refer to Handbook, F-101, click on e1412 Toolkit, select Single Drawer
Accountability (SDA):https://blue.usps.gov/accounting/e1412/e1412menu.htm.
Under the SDA Inventory tab, select SDA Count.
17 Refunds, Exchanges, Claims, and
Inquiries
17-1 Service Failure Refunds
17-1.1 Priority Mail Express Refunds
If a Priority Mail Express item was not delivered or made available for the
c
us
t
om
er
as guaranteed under the applicable service purchased, a refund
r
e
q
ues
t
must be made within 30 days after the date of mailing
Refunds for Priority Mail Express postage may be made only to the mailer
or
th
e
holder of the Express Mail Corporate Account used to pay for
postage. The mailer may apply for a refund online at www.usps.com/help
(preferred) or must complete Part I of PS Form 3533, Application and
Voucher for Refund of Postage,
Fees,
and Services, in duplicate and submit
the form along with the original customer copy of Label 11-B to any Post
O
ff
i
c
e.
17-1.2 Signature Confirmation Fees can be refunded for Signature
Confirmation, USPS Tracking (USPS Marketing Mail only), Certified Mail and
Return Receipt (hardcopy and electronic). A PS form 3533 may be submitted
locally for a refund if service is not rendered. Adult and Restricted Delivery
cannot be refunded online and must be refunded at the Retail Unit. Determine
a
p
pr
o
p
ri
at
e
amount and follow normal accounting procedures as outlined in
th
e
Handbook F-101, Field Accounting Procedures, Chapter 21, Refunds
a
n
d
Exchanges.
17-2 Postage and
Fee(s)
Refunds
17-2.1 Unused Dated Postage Meter Indicia
Unused, dated postage meter indicia are considered for refund only
if
complete, legible, and valid. Authorized users must submit the request
with
in
60 days of the
date(s)
shown in the indicia. The refund request
must be submitted with a properly completed PS Form 3533.
Charges for processing a refund request for unused, dated meter indicia are
as specified in the Mailing Standards of the United States Postal Service,
Domestic Mail Manual (DMM).
17-2.2 Metered Postage Items Ineligible for Refund
The following metered postage items are ineligible for refunds:
a. Loose indicia printed on labels or tape that have been stapled
to
get
h
e
r
or attached to paper or other medium in any manner.
b. Reply envelopes or cards paid at the proper postage rate.
c.
Indicia printed on labels or tape removed from wrappers or envelopes.
d. Indicia lacking clearly readable identification of the licensing
Pos
t
Office, meter serial number, postage amount, or other required
information.
e. Indicia printed on mail dispatched and returned to sender as
undeliverable as addressed, including mail marked “no such pos
t
office”
and mail addressed for local delivery and returned after
directory service was given or delivery was attem
p
ted.
17-2.3 Unused Dated PC Postage Indicia
Unused, dated PC Postage indicia are considered for refund only
if
complete, legible, and valid. Only authorized PC Postage users may
request a refund. The request is processed by the provider, no
t
the Postal
Service. The refund request must be submitted
wit
hin
30 days of the
date(s)
shown in the indicia. Disbursements of refunds for
online postage is not permitted at local units.
17-2.4 Click-N-Ship PC Postage
Refer Click-N-Ship customers to the Click-N-Ship site. Log on
to:
www.usps.com/clicknship and click on the MyAccount link.
17-3 Exchanges
17-3.1 Stamp Exchanges
17-3.1.1 Postal Service Fault
The Post Office may correct mistakes in selling damaged, defective, or
otherwise unserviceable stamps by exchanging stamps at full postage value.
17-3.1.2 Damaged in Customer’s Possession
Stamps that are damaged or otherwise unusable for postage
(
b
e
ca
us
e
o
f
humidity, moisture, or other
causes)
while in a customer’s possession may
be exchanged only for an equal number of stamps of the same
denominat
i
on
.
Unusable stamps accepted from a customer under these conditions must be
those on sale at Post Offices within 12 months before the
t
r
a
ns
ac
t
io
n.
Quantities of the same denomination totaling over $10 in value must be
returned in the same configuration as when bought
(
e.g.,
sheets, coils, and
bo
oklet
s
).
Each such transaction is limited to $100 worth of postage from each
custome
r.
Refunds, Exchanges, Claims, and Inquiries 17-4
17-3.2 Exchange of Spoiled and Unused Postal
Matter
Unusable and spoiled stamped envelopes; stamped cards, if
un
ca
nc
ele
d
;
and unused, precanceled stamps, and stamped cards are exchanged
fo
r
other postage-stamped paper.
Only the buyer may exchange stamped envelopes with a printed return
address and stamped cards with any printe
d
matter of the buyer. If there is
no purchaser’s printing, any
re
sp
o
nsi
ble person may exchange
th
em.
17-3.3 Stamps Converted to Other Postage Forms
A customer may submit postage stamps for conversion to an advance
deposit for permit imprint mailings, subject to the conditions set forth in the
DMM.
17-3.4 Items Not Exchangeable
The following postage items are not exchangeable:
a. Adhesive stamps, unless mistakes were made in buying, stamps were
defective, or stamps were affixed to commercial envelopes and
postc
a
rds.
b. Stamps cut from stamped cards, or stamped envelopes.
c. Parts and pieces of stamped cards.
d. Stamped cards, stamped envelopes received
f
o
r
reply. Mutilated and
defaced stam
p
s.
e. PC Postage cannot be exchanged at Post Offices. Customers must go
online to the vendor’s Web site to request exchange/refund for
th
is
service.
17-4 Inquiries and Claims
17-4.1 Domestic Claims
Accounting Service adjudicates all claims regardless of the amount of
t
h
e
claim.
Customers may file domestic insurance claims for loss or damage as
f
o
ll
o
w
s:
a. Online
at www.usps.com/help (the preferred filing method is online)
b. By mail (customers may mail the claim to Accounting Services).
c. At any Post Office (customers may submit a completed claim form
to
any Post Office).
Customers will be requested to retain any damaged items and the mailing
container (including any wrapping, packaging, and any other contents). In
some situations, a customer may receive a request to present damag
e
d
item(s)
to a Post Office for inspection, retention, and disposition in
accordance with the claim’s decisio
n.
If a customer presents a damaged item at your office, follow the
in
st
ru
ct
ion
s
on the PS Form 2856,
Damage
Report of Insured Parcel and Co
nt
en
ts.
For damaged
item(s)
left at a Post Office, once the claim is resolved,
if the claim was not paid the customer may pick up their damaged
item(s). If the claim was paid, the items should be sent to the Mail
Recovery Center. See http://blue.usps.gov/accounting/claims.htm for
more information.
17-4.1.1 Customer Claims Filed Online
To file a claim online, customers should go to: http://www.usps.com/
insuranceclaims/online.htm. A PS Form 1000 is not required for online cla
i
ms
because the form is built into the online system. Customers may upload JPG
or PDF files to provide evidence of insurance, evidence of value, and,
if
applicable, proof of damage or missing contents.
17-4.1.2 Customer Claims Filed by Mail
If a customer is not able to file a claim online, they must call 1-800-ASK-
USPS (1-800-275-8777).
The information on the claim form is self-explanatory. With the
comp
let
e
d
claim form include all information that applies to their claim,
in
clu
d
ing
evidence of insurance, evidence of value, and, if applicable, proof of damage
or missing contents. Customers may send the completed claim form and
attachments to the following address, which is published on PS Form 1000:
USPS
DOMESTIC
CLAIMS PO BOX 80143
ST LOUIS MO 63180-0143
17-4.1.3 Customer Claims Submitted at a Post Office
If a customer brings the completed PS Form 1000 and
re
quired
documentation to the Post Office, send the form and
docu
men
t
a
t
io
n
immediately to the address on the claim
fo
rm
.
17-4.1.4 Appeals Process for Denied
Claims
For domestic insurance claims that were denied, the procedure
fo
r
customers is described here.
For a denied claim, customers may appeal a decision l focusing on the basis
of the claim denial within 30 days of the date o
f
the original decision. If the
original claim was filed online, the customer may file an appeal online or mail
to the following addre
ss:
DOMESTIC
CLAIM APPEALS
ACCOUNTING S
ERVICES
PO BOX 80141
ST LOUIS MO 63180-0141
17-4.2 International Claims
To file an International Claim, customers must file an International Inquiry:
To initiate an International Inquiry Online at
https://www.usps.com/help/international-claims.htm, the customer must be the
U.S. sender and a registered usps.com account holder — U.S. senders without
a registered usps.com account must create an account at the beginning of the
online inquiry process.
A. International Inquiries online includes, Priority Mail Express International with
Guaranteed Delivery Date (PMEI-GDD), Priority Mail Express International
(PMEI), Priority Mail International (PMI), and Registered First-Class Mail
International.
a. Global Express Guaranteed (GXG) cannot be filed online.
b.
First Class Parcel International Services (FCPIS) and First-Class Mail
International (FCMI) are not eligible for Inquiries.
B. Customers can call the Customer Care Center at 800-222-1811 if they are
unable to file online.
Customer will be asked to provide the following information:
A. Create an International Online Inquiry within the time limits
(Recommended for faster processing)
The Customer will need to provide information regarding the mailing,
including but not limited to the following:
1. The USPS Tracking number that appears on the receipt.
2. The sender’s name, mailing address, email address, and telephone
number.
3. The addressee’s name and mailing address.
4. The addressee’s email address and telephone number, if available.
5. The date of the mailing, weight, postage paid, and additional fees
(if applicable).
6. A description of the contents.
7. Evidence of Mailing
8. Evidence of Value
Create an International Inquiry by phone within the time limits. Call 800-222-1811,
and provide information regarding the mailing, including but not limited to the
following:
1. The USPS Tracking number that appears on the receipt.
2. The sender’s name, mailing address, email address, and telephone
number.
3. The addressee’s name and mailing address.
4. The addressee’s email address and telephone number, if available.
5. The date of the mailing, weight, postage paid, and additional fees
(if applicable).
6. A description of the contents and its value.
Evidence of Mailing: Original mailing receipt issued at the time of mailing. Evidence
of Value (at least one of the examples listed below is required). Customers filing
online claims must upload their both document types when the Inquiry is started as
a jpg or pdf file. If the inquiry was filed by phone, the documents are requested by
mail if the inquiry becomes a claim.
Evidence of Mailing
• Mailing Label
• Custom Forms
• Printouts of the online transactions
• Post Office shipping receipts
• Invoice or bill of sales
Evidence of Value
• Sales Receipt
• Copy of canceled check or money order
• Credit card billing statement
• Statement of value from a reputable dealer
• Estimates of repair costs from a reputable dealer
• Printouts of the online transaction
17-4.2.1 International Inquiries
Inquiry Submitted Online (preferred method)
After an Inquiry is submitted online it is immediately sent to the eCRS
(International Inquiries Claims System).
The International Research Group (IRG) receives the inquiry (via eCRS
Reporting), they will begin the inquiry process of communicating with the
destination post on the sender’s behalf.
Based upon the investigation results, if the item is found to be ineligible,
correspondence is sent by the IRG informing the customer. If the IRG
determines an inquiry is eligible for a claim, the Sender will receive an email that
the inquiry has been “Claim Sent for Review”.
STL Accounting Services is notified via eCRS Reporting that the Inquiry is now
a claim. They will proceed with processing the clam.
Inquiry by Phone
Inquiry Submitted through Customer Care Center
If a customer calls the Customer Care Center (800-222-1811), the case is
entered into eCRS during the call. (by a track & confirm agent)
Once the International Research Group (IRG) receives the inquiry (via eCRS
Reporting), they will begin the inquiry process of communicating with the
destination post.
a) Based upon the investigation results, if the item is found to be ineligible,
correspondence is sent by the IRG informing the customer.
b) If IRG determines an inquiry is eligible for a claim, a claim packet is sent
to the customer with instructions for completing the PS Form 2855
(International Claim for Indemnity), and sending it, along with supporting
documentation to:
St. Louis Accounting Services
International Accounting Services
PO Box 80146
St. Louis MO 63180-0146
c) The claim is not processed until it is received by STL Accounting
Services.
17-4.2.2 Customer Claims for Damaged, Rifled, or Missing
International Articles
If a damaged article is in a foreign country, the customer can initiate an
International Inquiry Online at https://www.usps.com/help/international-
claims.htm, the customer must be the U.S. sender and a registered
usps.com account holder — U.S. senders without a registered usps.com
account must create an account at the beginning of the online inquiry
process. Customers can call the Customer Care Center at 800-222-1811 if
they are unable to file online.
Customers who receive a damaged article or one that has missing contents
from a foreign country, except from Canada, or items mailed from the United
States, and has been returned to sender damaged, must take the item to any
Post Office immediately for inspection. The local post office is obligated to
inspect the package for damage and fill out PS Form 2856, Damage Report
of Insured Article and Contents (For USPS Internal Use Only. The local post
office must follow the instructions at the bottom of PS Form 2856, and submit
the completed form either by fax or by mail, as noted below
Fax or Mail the PS Form 2856, Damage Report of Insured Parcel and
Contents to :
Fax: 651-306-6165
INTERNATIONAL RESEARCH GROUP
UNITED STATES POSTAL SERVICE
PO BOX 512318
LOS ANGELES CA 90051-0318
The inquiry will be created by an IRG agent once the damage report is
received.
Customers who receive a damaged article or one that has missing contents
originating from Canada must contact the Canadian sender and instruct
them to file a claim with Canada Post.
In some European countries, damaged claims are payable to the sender only
(a waiver of rights is not allowed) and Priority Mail Express l claims do not
require a
Refunds, Exchanges, Claims, and Inquiries
PS Form 2856). All other
damaged claims are payable to the addressee (unless they waive rights to
payment).
For more information, go to https://www.usps.com/help/claims.htm
For detailed instructions on assisting customers who are filing an
international claim for damage, rifling, or missing international articles, refer
to Handbook F-101, Field Accounting Procedures, section 20-2.3.
17-4.2.3 International Claims Adjudication Process
If the IRG determines that the customer inquiry qualifies as a claim, the
customer will be sent a claim packet, which includes PS Form 2855, along
with instructions. The customer must complete the form and attach evidence
of mailing, evidence of value, and any other documentation requested to
support the claim and send it to the following address:
USPS INTERNATIONAL CLAIMS
ACCOUNTING SERVICES
PO BOX 80146
ST LOUIS MO 63180-0146
All claims for International articles are adjudicated by Accounting Services regardless of
the amount of the claim.
Supporting documentation for an international claim includes, but is not
limited to, the following:
a. Evidence of mailing. If the article was mailed from the United States,
the original mailing receipt is evidence of mailing. If the article was
mailed in another country, the original mailing receipt, customs label,
wrapper (if appropriate), or any other markings on the mailing container
that indicate how it was sent is also evidence of mailing.
b. Evidence of value. The dated sales receipt, dated invoice, or statement
of value from a reputable dealer is evidence of value. (A statement of
value from the customer is also accepted but indemnity is limited to
$100.) Paid repair bills (if the claim is for partial damage), estimates of
repair costs, or appraisals from a reputable dealer are also evidence of
value. Repair costs may not exceed the original purchase price.
c. Return to Sender articles that do not include a reason for return or
were returned in error. The original wrapper, if reasonable, may be
required. (An envelope, a cardboard box top, or piece of cloth is
reasonable.) However, if a customer mails the article in a wooden box,
it is not reasonable to return the box as the wrapper. In this situation,
the customer should submit a copy of the wrapper and retain the
wooden box until the claim has been resolved.
If an inquiry does not qualify to become a claim, the IRG sends a letter to the
customer with the results of the inquiry investigation.
17-5 Notice 4314-C, We Want to
Know
Notice 4314-C, We Want to Know, replaces PS Form 4314-C, Consumer
Service Card, and promotes the following different immediate methods
fo
r
customers to contact the Postal Service:
a. Speaking to our postmaster/management
st
aff
.
b. Calling 800-ASK-USPS (800-275-8777).
c. Visiting ww
w.
us
p
s
.
c
om
.
Ensure
that Notice 4314-C is stocked in all Post Offices and make the no
tic
e
available to customers upon request. Resolve all person-to-person and
telephone contacts within 14 calendar days.
17-6 Call Center Program
The Postal Service’s toll-free customer service telephone number is
800-ASK-USPS (800-275-8777).
Complaints, service issues, redelivery, and vacation hold mail requests are
electronically referred to local Post Offices through the MyPo
st
Off
i
ce
(MyPO
)
.
This is an electronic transfer of information through the Internet
to
the Post Office from the call center agent. The local Post Office mu
st
download the MyPO information by 9 a.m. each morning and again in
th
e
afternoon so that customer requests for these services are handled in a
timely manner.
17-7 Mail Fraud
If customers are having trouble with a mail order company or suspect
th
at
they have been the victim of fraud, instruct them to contact the Postal
Inspection Service or complete PS Form 8165, Mail Fraud Report, available
at all Post Offices. The customer should return the completed form to
t
h
e
local Post Office or send to the following
a
d
dr
ess:
ATTN: MAIL FRAUD
CRIMINAL INVESTIGATIONS SERVICE
CENTER
433 W HARRISON STREET, RM 3255
CHICAGO IL 60699-3255
17-8 Unwanted Mail
Certain unsolicited or undesirable mail is prohibited from the mailstream,
including obscene materials, violence-inciting materials, and some types o
f
mail relating to lotteries
.
Refunds, Exchanges, Claims, and Inquiries
1
7-10
17-8.1
Sexually
Oriented
Mail
Section 3010 of Title 39 U.S.C. gives people a way to protect themselves
a
n
d
their minor children from receiving unsolicited sexually oriented
advertisements through the mail. Customers may invoke the protection as
follow
s:
a. Completing PS Form 1500, Application for Listing and/or
Pr
oh
ibit
ory
Order.
b. Filing the form with any postmaster or designated Postal Service
representative.
Customers may file for themselves or for their children under 19 who live
with
them or who are under their care, custody, or supervision. An authorized
officer, agent, fiduciary, surviving spouse, or other representative may file on
behalf of a corporation, firm, association, estate, or deceased or
in
co
mpet
en
t
addressee.
After a customer is on the list for 30 days, any mailer who sends
th
em
unsolicited sexually oriented advertisements is subject to criminal
san
c
t
i
on
s
under 39 U.S.C. 3011 and 18 U.S.C.
1735
-37
1.
This prohibitory order remains in effect for 5 years unless the customer asks
to have it removed. At the end of 5 years, customers must file again to have
the names
re
ins
t
a
t
e
d
.
17-8.2 Unsolicited
Mail
Federal law prohibits the shipment of unordered merchandise. Such a
practice may constitute an unfair trade practice. Merchandise mailed in
violation of the U.S. Code may be treated as a gift by the recipient
wit
h
ou
t
any obligation to the sender. The laws governing this practice are
en
f
orc
e
d
by the Federal Trade Commission.
17-8.3 Direct Marketing (Remove Name)
Some consumers would like to receive less advertising mail at home. Mail
Preference Service, a service of the Direct Marketing Association, helps
decrease the amount of national nonprofit or commercial mail
cust
ome
rs
receive. To register with the name removal file, customers should write to
t
h
e
follow
ing:
MAIL
PREFERENCE
SERVICE
DIRECT MARKETING
ASSOCIATION
PO BOX 9008
FARMINGDALE
NY 11735-9008
17-9 Mail Recovery Centers
The Mail Recovery Center
(MRC)
is located in Atlanta, Georgia. MRC is
responsible for the final disposition o
f
undeliverable First-Class Mail items,
packages, and accountable mail
it
ems;
and for protecting the privacy of the
mail.
17-9.1 Retail Operations
Han
d
bo
o
k
For more information on the MRC, visit:
http://blue.usps.gov/supplymanagement/am_mrc_welcome.htm.
17-9.1 First-Class
Mail
Send all First-Class Mail items
(
e
xcept
postcards and postal cards),
sin
g
le
-
piece-rate Standard Mail items, and Package Services mail that cannot be
forwarded or returned, to the MRC for disposition. Send dead letters da
ily
and dead parcels weekly.
17-9.2 Priority Mail Express
Send Priority Mail Express articles that cannot be forwarded or returned
during
th
e
specified holding period to the area MRC in a Priority Mail
Express pouch.
17-9.3 Postcards and Postal Cards
Dispose of postcards and postal cards without a return address if the
Po
st
Office can shred or destroy them completely. If not, forward them to the area
MRC.
11 Financial Accountabilities
11-1 Field Managers
Field unit managers have the following responsibilities
:
a. Comply with the financial procedures defined in Handbook F-101, Field
Accounting Procedures
(FAP),
which includes proper reporting of all
financial transactions, monitoring inventory levels, remitting funds in
excess of authorized reserves, and the overall monitoring of field
un
it
o
p
er
atio
ns.
b. Track items and collect, when appropriate, any money owed to
th
e
Postal Service.
c. Maintain adequate security for all accountable
it
ems.
d. Ensure that all required counts are performed, including stamp
sto
c
k
credits, cash credits, unit
reserve
stock, lobby sales stock, and retail
floor stock. Field
un
it
managers must comply with count requirements
which inc
l
ude completing them within the required time frames,
documenting
th
e
results, and promptly reporting and resolving any
noted
disc
re
pan
c
ie
s.
Subchapter 2-4 of Handbook F-101 describes field unit manager
responsibilities by daily, weekly, monthly, quarterly, and semiannually
perio
d
s.
11-2 Security
11-2.1 Employee Responsibility
The field unit manager or supervisor must provide adequate security for all
accountable items. Accountable items include postal funds, stamp
stoc
k,
blank money order stock, philatelic products, accountable receipts,
a
n
d
imprinters
.
The field unit manager or supervisor may delegate responsibility for
accountable items to other field unit employees under the supervision of
t
h
e
field unit manager.
In addition, field unit managers have the following responsibilities
:
a. Determine how each field unit will best use its available
s
e
curity
equipment for protecting accountable
it
ems.
b. Advise the next level of management, in writing, of security equipment
inadequacy or malf
un
ct
ion
.
11-2.2 Retail Operations Handbook
c. Periodically examine equipment that is used to protect stock or fu
n
d
s
to confirm proper working or
d
er
.
d. Ensure that equipment purchases are consistent with the
cr
ite
ria
documented in Handbook AS-701, Material Management.
11-2.2 Priority Levels
Field unit managers must ensure that employees provide the
a
p
pr
o
p
ri
at
e
level of security for accountable items. Priority one items require the highest
level of security, while priority three items require the lowest level.
Exhibit 11-2.2 lists accountable items by their priority level.
Exhibit 11
-2
.2
Accountable Items by Priority
Priority
Accountable
Item
1
Postal funds (e.g., cash, checks, and money orders), credit and
debit
card receipts, and blank money order forms.
2
Postage stamps, international reply coupons, migratory bird hunting
and conservation stamps (e.g., bird stamps), and philatelic
p
roducts.
3
Stamped envelopes stamped postal cards, money order imprinters,
and nonsaleable stamp
stoc
k.
4
USPS-related merchandise, packaging products, and official licensed
retail products.
11-2.3 Equipment
The following types of equipment must be used to secure accountable
it
ems
(in order of priority
us
e
)
:
a. Burglar-resistant chests in fireproof safes or security
cont
ain
er
s
located in walk-in vaults.
b. Postal Service standard vaults or security
c
o
nt
ain
e
rs.
c. Security chests or burglar-resistant chest portion of fireproof safes.
d. Fireproof safes or vaults not built to Postal Service
st
an
dards.
e. Lockable metal cabinets and file drawers.
Note: The equipment used to secure accountable items will vary among
field units due to equipment availability.
11-3 PS Form 1412, Daily Financial Report
All postal retail unit
(PRUs),
regardless of size or revenue, must report their
financial activity to Accounting Services electronically at the close of each
business day. PS Form 1412,
Daily Financial
Report, provides individual retail
associates
(RAs)
and PRUs with a uniform method to report financial
tr
ansa
ct
ion
s.
PS Form 1412 is available in both manual and automated and
nonautomated types as described in Exhibit 11
-3
.
Financial Accountabilities
11
-4.3
Exhibit 11
-3
PS Form 1412
Type of Form
Description
Manual
Nonautomated
E1412
PS Form 1412
Covers the scope of financial transactions for individual
RAs and postal retail units (PRUs).
Provides a running record of receipt controls of
all
ret
a
il
and philatelic sales, money order
tr
ansactions, stamp
accountability, and cash retained.
Au
tomated
PS Form 1412
Consists of paper tapes and reports provided by
approved mechanical devices such as e1412 and
Retail Systems Software (RSS) systems.(RSS).
Records all financial transactions made by RAs.
RAs must prepare PS Form 1412 whenever financial transactions are
performed at the
PRU. RAs
must be identified by name or clerk number on all
PS Form 1412 supporting documents (e.g., tapes, lists, and receipts).
11-4 Self Service Kiosks
11-4.1 Overview
A self-service kiosk (SSK) that allows
th
e
customer to perform some basic
transactions that are conducted at the
f
ull-
service retail counter. A SSK
allows customers to do the
f
ollowing
:
a. a. Weigh
f
ollowing: Weigh and mail lletters, flats and parcels
b.
b. Look up ZIP Code
s.
c. c. Purchase First-Class Mail
st
amps.
d. Pay PO Box rents
d.
e. Accept pre-paid packages and provide receipt
Accept pre-paid packages and provide receipt
SSKs do not accept cash. Payment types are limited to credit and de
bit
cards. The SSK prints out a receipt for the customer for each
t
r
a
n
sac
t
io
n.
The daily closeout process is automated and takes place at a scheduled
t
ime
each evening, during off-peak hours. A PS Form 1412 is created daily and
transmitted via the network to the Enterprise Data Warehouse
(EDW)
a
n
d
postal accounting systems. Each APC SSK is assigned a unique 10-digit
un
it
finance number
(UFN)
for reporting
p
urpos
es
.
11-4.2 Machine Service Manual
The SSK Machine Service Manual is available on the Delivery and Retail Web
site. Go to: https://blue.usps.gov/retail/equipment/welcome.htm .
Click on the Self ServiceSelf-Service Kiosk tab. Under
,
”
click on RSS SSK
Machine Service Manual link.
11-4.3 Reports
A hard copy of the SSK PS Form 1412 is not generated automatically. When
needed, an SSK PS Form 1412 report can be found in EDW through the
following path: Accounting > Shared Reports > SAFR > Store Revenue
Reports > 1412 by Site by Day.
11-5 Retail Operations Handbook
.
11-5 Self-Service Postal Centers (SOPO)
The Self-Service Only Post Office (SOPO) represents a cost-effective access
channel to meet the demand for Postal access in emerging communities, or to
boost convenience in established locales. The SOPO is an unmanned
location providing convenience for package induction, stamp purchases, PO
Box rental and mailing and shipping needs. The Self-Service Only locations
address the needs of customers seeking a better digital experience.
11-6 Postage
Products
11-6.1 Overview
Postage products include a variety of postage stamps such as
se
mi pos
tal
stamps, commercial precanceled stamps, migratory bird stamps, philate
lic
stamps, and regular postage stamps. These products are sold at PRUs,
contract postal units
(
CPUs),
stamp vending machines, and SSKs.
Postage products are accountable items that must be protected at all
time
s
by providing adequate physical security
.
Exhibit 11-6.2
11-6.2 Revenue Account Identifier Codes
RAs must record the sale of postage products in the corresponding revenue
account identifier code
(AIC)
as indicated in the Exhibit 11
-6
.2.
Product Revenue Account Identifier Codes
Revenue
AICs
Controls
007
Postage stamps are accountable
it
ems,
which must be controlled as follows:
▪ Provide security.
▪ Record sales.
▪ Maintain records of stamp
stock
activiti
es.
011
014
015014
016
017
018
083
084
086
090
091
092
094
096
11-7 Retail
Products
Retail products include a variety of retail items such as
Re
ad
y Pos
t
mailing
products and other retail products sold at PRUs.
Exhibit 11-7.1
11-7.1 Revenue Account Identifier Codes
Exhibit 11-7.1 lists the AICs in which to record the sale of packag
in
g
products and describes how to control these
p
r
od
u
ct
s.
Product Revenue Account Identifier Codes
Revenue
AICs
Master Title
Controls
093
Packaging Product Sales
Packaging products are accountable items, that must be
controlled as follows:
▪ Provide security.
▪ Record sales.
▪ Maintain records for packaging product
activities.
▪ Physically count packaging products (AIC 093)
each quarter.
098
Postal-Related Merchandise Sales
231
Official Licensed Retail Products
11-8 Passports
Postal Service Headquarters, coordinating with the Department of State
Headquarters, establishes the postal operational, accounting, and
ot
h
e
r
procedures for passport application acceptance at designated Post
O
ffic
e
s
na
t
i
onwide
.
Postmasters and station managers select and designate employees
t
o
provide passport service.
PS Form 5659, Daily Passport Application
(DS-11)
Transmittal, is the log
of
individual passport application activity for both the Department of State
a
n
d
the U.S. Postal Service.
See the Administrative Support Manual, part 422, for detailed policy and
procedures related to
p
a
sspo
r
t
s.
Refer to Handbook F-101, part chapter 7-4.2, for accounting for passport
fees.
11-9 Financial Differences: AICs 247 and 647
PRUs must use the following two AICs to report adjustments related
to
banking and miscellaneous item
s:
a. AIC 247, Financial Differences Overage.
b. AIC 647, Financial Differences Shortage.
Adjustments may also be credited or debited by Accounting Services for
financial adjustments related to a unit’s banking, transmitted PS Form 1412
transactions, money orders, and stock ledger dis
c
r
e
pan
c
ie
s.
Accounting Services issues expenses to PRUs as a result of reconciling the
following financial activities:
a. Sales audit expenses.
b. Reconciliation exceptions (e.g., banking, credit and debit cards,
change funds, and Sure Money).
c. Stamp stock shipment exceptions (stock ledger).
d. Money order reconciliation exceptions
.
A negative amount
(appears
in
parentheses)
in
General
Ledger
(GL)
56203 on
the Financial Performance Report
(FPR)
Line 44 Miscellaneous Expenses is a
credit or reduction in expense. A positive amount is a debit or increase in
expense.
To identify the source of individual AIC 247 and AIC 647 expenses, acce
ss
the following: Accounting Data Mart
(ADM)
report: Acco
un
t
i
ng
>Sh
are
d
Reports>Postmaster Folder>FPR Net Financial Differences
(AIC
247
/
647
)
—
Line Detail.
To review, identify, or research AIC 247 and AIC 647 expenses, use
th
e
reports in the Postmaster folder in the ADM.
Refer to Handbook F-101, chapter 8, for detailed procedures for
cr
ea
tin
g,
documenting, monitoring, and offsetting AIC 247/647 expenses.
11-10 Banking
The Postal Service conducts business in only U.S. currency (includes coins).
Therefore, field unit employees must not accept any foreign currencies as
payment. Postal Service employees must safely control U.S.
cu
rr
enc
y,
customer checks, and money orders as
fo
llows:
a. Do not loan, withdraw, or deposit postal funds in an unauthorized bank
ac
co
un
t.
b. Do not exchange U.S. currency with other types of
f
un
d
s.
c. Do not use postal funds for personal pu
r
p
o
s
e
s.
d. Safeguard postal funds from the public and conceal them from
vi
ew.
e
.
When postal funds are not continuously observed, maintain funds in a
locked
r
e
c
e
pta
c
le
.
f. Deposit all Postal Service funds to a Postal Service relationship bank
account established by Corporate Treasury.
(See
Handbook
F
-
3,
Treasury
Management.)
g. Refer to Handbook F-101, part chapter 9-1.2, for detailed banking
proc
ed
ures
for PRUs.
11-11 Retail Operations
Han
d
bo
o
k
11-11 Credit and Debit Cards
11-11.1 11-11.1 Credit Cards
The Postal Service accepts the following credit cards for the purchase of most
Postal Service products and services as detailed in this section:
a. American Express (AMEX).
b. Carte Blanche.
c. Diners Club.
d. Discover.
e. JCB.
f. MasterCard.
g. Visa.
h. China Union Pay.
i. PIN Debit (not available for Special Event Terminals).
j. Samsung Pay (available only at Full Window Service).
k. All contactless phone/wallets/wearables (Only Non-POS locations only)
(Available for FWS, SSK February 2022)
Visa
MasterCard.
• American Express (AMEX).
• Carte BlancheDiscover.
• Diners Club.
• Discover.
• JCB/Carte Blanche.
• MasterCard.
Visa.
.China Union Pay.
.PIN Debit (not available for Special Event Terminals).
j.Samsung Pay (available only at Full Window Service).
Note: Credit and debit card terminals will not accept any unauthorized card.
All of the above cards must be signed to be accepted. All the above cards
must be signed to be accepted.
Note: This is only for Mag-stripe transaction and not for EMV cardsReference
Handbook F-101, chapters 9.2.5 and 9.2.6 for signature requirements for
credit cards.
Credit cards are not accepted for payment for the following:
a. Trust fund deposits at the PRU including but not limited to:
a.
▪ USPS Corporate accounts. PostalOne!
▪ PermitAccounts
▪ Permit Imprint accounts.
▪ Periodicals accounts.
▪ Business Reply Mail and Postage Due accounts.
b. Precanceled stamps.
c. Money orders (principal amount).
d. Payment for periodicals or mailings.
e. Collect on Delivery (COD) funds.
f. Money by wire (principal amount).
g. Payment for an employee debt.
h. Passport application fees payable to the U.S. Department of State..
I. Gift cards.
.
Note: Customers may order stamps and make purchases with American
Express, Discover, MasterCard, and Visa credit cards by calling 800-STAMP-
24 (800-782-6724) or when purchasing products at www.usps.com
.
Acceptance Procedures
Fallback Procedures:
If an EMV chip card cannot be read by terminal three (3)(3) separate
times, the terminal will automatically fall back to a Mag-Stripe
transaction.
The procedure for accepting credit cards is as follows:
The customer inserts [chip card] /swipes [magstripe] the card into the
terminal and follows the prompts. If the chip cannot be read three times
then, the customer is prompted to swipe the chip card through the
magnetic card reader and follow the prompts. If the credit card is
approved, a receipt will print. [Note: In FWS, the customer has an
option to select 1. Print receipt 2. Email Receipt 3. Print and Email
Receipt.]
credit cards is as follows:
a. The SSA swipes the credit card through the magnetic card reader and follows the prompts. If the
credit card is approved, a receipt will print.
a. Note: After a credit card is swiped three times, the terminal will prompt
for a manual entry of the embossed credit card number.
b. For transactions of more than $25.00, the customer signs the system-
generated receipt. Note: Due to Covid-19, this feature has been
disenabled and could be brought back at any time.
c. Cash Management
b. For transactions of more than $25.00, the customer signs the system-
generated receipt. Cash Management
Handbook F-101, Draft 12
For these credit cards…
The signature on the receipt must
match…
American Express, Carte Blanche,
China Union Pay, Diners Club,
Discover Card, and MasterCard.
the signature on the back of the
credit card and the name
embossed on the front of the
credit card.
Visa and JCB.
the signature on the back of the
credit card.
***Note only Magstripe transactions need to be
verified.***
Note: The POS system and Verifone Tranz 380 print credit card receipts
for transactions of $25.00 or less without a signature line.
c. SSAs may not accept unsigned credit cards, if a customer presents an
unsigned credit card, the SSA may accept the credit card for payment as
follows: (Note: only for Magstripe transactions only)
(1) The customer must sign the back of the credit card.
(2) The customer must provide two forms of identification — one must
be a photo ID.
(3) The signature must match identification.
Note: Credit cards with the words “See ID” or containing two
signatures on the signature panel may not be accepted (applies to
both personal and business credit cards).
In addition, SSAs may accept business credit cards in accordance with the
following requirements:
• The card must be signed, and the signature must be that of the
authorized user.
• The card may or may not have an individual name embossed on
front along with a business name.
• Each authorized user within a business or company must have his
or her own credit card.
Letters of authorization from businesses allowing multiple users for one
credit card are not allowed.
d. The SSA records credit card transactions in AIC 762, Credit Cards
Remitted, on PS Form 1412.
Note: Credit card receipts must be kept in a separate and secure location.
They should be kept secure enough that only those with an official “need to
know” have access to them.
11-11.2 PIN-based Debit Cards
SSAs may accept the following PIN-based debit cards for payment for all
postal products and services:
• ACCEL.
• Armed Forces Financial Network.
• ATH.
• Culiance (CU24)
• China Union Pay
• Electronic Benefit Transfer (EBT) cards.
• Interlink/PAVD.
• Maestro.
• NYCE.
• Pulse
• Shazam.
• STAR
• Armed Forces Financial Network.
• NYCE.
• Interlink.
• Pulse PAY.
• Cash Union 24.
• Maestro.
• Quest.
• Alaska Option.
• ATH.
• Jeanie.
• STAR SYSTEMS.
• ACCEL.
• Shazam.
• Electronic Benefit Transfer (EBT) cards.
Any changes to the list of accepted PIN-based debit cards will be
announced in the Postal Bulletin.
If the customer presents a debit card that is not authorized, the terminal will
not approve the transaction.
The procedure for SSAs
acceptingaccepting PIN-based debit cards is as follows:
In FWS units [Large Post Offices], the RA selects the payment options on
the POS screen, the customer will insert, swipe, or tap the debit card
on the CDU (Customer Display Unit) [Note: tap will be available with
new FWS terminals]. In non-POS units[Small Post Offices], the
customer will insert, swipe, or tap the card the debit card on the CDU.
In non-POS units, press the six (6) key on the Tranz 380. In PO units,
select debit card when prompted on the POS screen.
A.
a. The customer is prompted to enter their personal identification
number (PIN) on the CDU. Swipe the debit card through the
magnetic card reader and follow the prompts.
B.
a.
c. Key in the amount of the purchase transaction.
C. When the system prompts “Cash back,” ask the customer if he or she
would like cash back. [Note: The CDU displays the cashback amount
(set amounts) to be selected by the customer]
a. Cash back is only offered if cash is available in draw.
b. Cash back can only be given to customers making a purchase.
c. Cash retained limits must not be increased.
d. When the system prompts “Cash back,” ask the customer if he or
she would like cash back.
• Cash back is only offered if cash is available.
• Cash back can only be given to customers making
a purchase.
• Cash retained limits must not be increased.
The customer selects the amount of cash back requested, if
applicable. Cash back amounts must be in increments of $10.00 up to
a maximum of $50.00e. Key in the amount of cash back requested,
if applicable. Cash back amounts must be in increments of $10.00 up
to a maximum of $50.00.
f. Ask the customer to enter their personal identification number (PIN)
using the PIN pad.
gD. If approved, the magnetic card reader will print a Post Office and a
customer receipt will be printed. Receipts will show the amount
purchased, the cash back amount, and the grand total. [Note: In FWS,
the customer has an option to select 1. Print receipt 2. Email Receipt
3. Print and Email Receipt.]and then print a customer receipt. Receipts
will show the amount purchased, the cash back amount, and the
grand total.
hE. Give the customer receipt to the customer.
iF. Record PIN-based debit card transactions in AIC 772, Debit Cards
Remitted, on PS Form 1412.
Note: PIN-based debit card receipts must be kept in a separate
and secure location. They should be kept secure enough that only those
with an official “need to know” have access to them.
11-12 Checks
11-12.1 Check Acceptance
Employees may accept personal checks, bank checks, government agency
checks, business checks, traveler’s checks, and American Express (AMEX)
gift checks for customer transactions when presented with a valid ph
oto-
bearing ID as
fo
llows
:
a. a. Checks are accepted for all postal products, except money order
and Sure Money transactions.
Note: U.S. Treasury checks, traveler’s checks, and
AMEX
gift checks
are acceptable for the purchase
of
postal money orde
rs.
b. Customer checks must be made payable to “U.S. Postal Service” or
“Postma
s
te
r.
”
c. Traveler’s checks and
AMEX
gift checks are accepted only when
a
t
least 50 percent of the face value is used to purchase Postal Service
products or services.
d. Checks may be accepted for payment of a Collect on Delivery (COD)
item provided the check is made payable to the sender.
e. Checks that have been mailed in for payments must be endorsed
“by
mail” on the face.
11-12.2
11-12.2 Checks Prohibited for Cashing
Do not cash the following types of
ch
ecks:
a. Checks that appear altered.
b. Checks from a third party
.
c. Checks for anyone other than the
payee(s)
named on the face.
d. Checks for which the signature on the ID does not match the
signature on the check.
e. Checks for more than the amount imprinted as a limit on the face of
th
e
document
.
f. Checks payable to a business, an organization, society,
ins
t
it
ut
ion
,
government agency, corporation (LLC or others), or partnership.
These items must be deposited or negotiated at their bank or
financial institution.
g. Checks issued by an employee.
Refer to Handbook F-101, subchapter 9-3, for detailed procedures for
accepting and cashing
ch
e
cks
.
Checks Prohibited for Cashing
Do not cash the following types of
ch
ecks:
a. Checks that appear altered.
b. Checks from a third party
.
c. Checks for anyone other than the
payee(s)
named on the face.
d. Checks for which the signature on the ID does not match the signature on the
check.
e. Checks for more than the amount imprinted as a limit on the face of
th
e
document
.
f. Checks payable to a business, an organization, society,
ins
t
it
ut
ion
,
government agency, corporation (LLC or others), or partnership. These items must be
deposited or negotiated at their bank or financial institution.
g. Checks issued by an employee.
Refer to Handbook F-101, subchapter 9-3, for detailed procedures for accepting and
cashing
ch
e
cks
.
11-12.3 Returned Customer Checks and Bad Check List
Returned checks are customer checks returned from Postal Service bank
accounts. Returned checks are debited to a service wide expense
acc
o
un
t
and Accounting Services handles check collection and
re
so
lut
i
on
.
Field unit employees must not accept payment from the customer
fo
r
returned checks that have been placed for
co
llec
t
io
n.
All funds received as a result of check collection attempts, for these
c
h
e
c
k
s,
are credited to a service wide expense ac
co
un
t.
Refer to Handbook F-101, part 9-3.5, for the handling of returned checks.
Accounting Services generates a national bad check list. The list is sorted
by
area and forwarded to each district finance manager
(DF
M
)
or designee
fo
r
distribution within their
d
i
str
i
ct
.
(
For RSS PRUs, this information is uploaded into the RSS system).
Accounting Services removes customers from the bad check list once their
debt is paid. However, local management may continue to keep a
cust
ome
r
on the bad check list, at their discretion, by manually adding it to the list
received from Accounting Services.
11-13 Domestic and International Money Orders
Postal money orders can only be purchased using the following pa
ymen
t
methods:
a. U.S. currency and
co
ins.
b.
U.S. Treasury
ch
ecks
.
c. Traveler’s checks payable in U.S. dollars. *
d. American Express gift checks payable in U.S. dollars. *
e. Pin-based debit
c
a
r
d
s.
* Note: Traveler’s checks and American Express gift checks are
a
cc
e
pte
d
only when at least 50 percent of the face value is used to purchase pos
t
al
products and services.
The maximum amount of any single domestic money order is $1,000.
Customers who wish to purchase postal money orders, Sure Money, or
stored value cards that total $3,000 or more during the same business
da
y
must complete a PS Form 8105-A, Funds
Transaction Report (FTR).
Financial Accountabilities
To comply with the Bank Secrecy Act, customers must complete a PS Form
8105-A and present valid identification as
fo
llow
s:
a. For all sales of money orders and Sure Money transactions
to
taling
a. For all sales of money orders, gift cards and Sure Money
transactions totaling $3$3,000 or more to the same customer in the
same day. Fees
ch
ar
ge
d
for transactions do not count toward the
$3,000 limit. Separate transactions to one customer over the
course of one day count
to
war
d
the $3,000 filing threshold.
b. b. When cashing money orders that total more than $10,000
per day,
p
er
customer,
use a PS Form 8105-B, Suspicious
Transaction
Report (STR) to report any
potentially suspicious activity and complete the form as soon as possible
after the suspicious transaction has
en
ded.
To report
any potentially suspicious activity involving the purchase
or cashing of a postal financial instrument, use a PS Form 8105-
B, Suspicious Transaction Report (STR) and complete the form as
soon as possible after the suspicious transaction has ended.
Federal
law prohibits notifying the customer that a suspicious report is
b
e
ing
completed; therefore, RAs must complete the PS Form 8105-B after
th
e
customer leaves the counter line.
Submitting PS Forms 8105-A and PS Forms 8105-B
RSS and Post Offices and enhanced e1412 Post Offices that are
using the new money order NCR printers must submit PS Forms
8105-A and PS Forms 8105-B electronically. If the electronic form
was submitted successfully, the Post Offices should not mail a paper
copy of the PS Form 8105-A or PS Form-B to the BSA office.
There are two instances when an automated Post Office should mail a
paper form.
• If the network is down and the form cannot be submitted
electronically or if the RA does not receive an electronic
confirmation that the online form was successfully submitted.
In these instances, a paper form must be mailed to address on
the front of the form.
• When an RA wants to add comments to a PS Form 8105-B
being submitted electronically, in order to provide additional
information about a suspicious transaction. The additional
information must be submitted on a paper form and mailed to
the address on the front of the form.
Manual Post Offices that do not have the ability to submit PS Forms
8105-A and PS Forms 8105-B electronically must mail the forms to the
address on the front of the form the same day the transaction occurs.
Use the most current edition of PS Forms 8105-A and 8105-B. Forms
may be ordered from the Material Distribution Center.
If submitting a paper form, PRUs must log the PS Form(s) 8105-A
before submitting. A sample tracking log is available on the Corporate
Treasury’s Web site. Go to: http:// blue.usps.gov/corptreasury/. Click
on Bank Secrecy Act Compliance, then click on BSA Forms Links.
Submit PS Forms 8105-A and 8105-B to the address on the front of the
fo
r
m
the same day that the form is completed. Use the most current edition of PS
Forms 8105-A and 8105-B. Forms may be ordered from the Material
Distribution Center.
PRUs must log PS
F
o
r
m(s
)
8105-A before submitting. A sample tracking log
is available on the Corporate Treasury’s Web site. Go to: ht
tp:
//
blue.usps.gov/corptreasury/. Click on Bank Secrecy Act Compliance, then
click on BSA Forms Links.
11-14 Cashing Domestic and International Money Orders
11-14.1 All Postal Money Orders
PRU employees must cash domestic and international money orders in
accordance with the following procedures as well as in accordance with any
additional specific instructions from the postmaster or
distric
t
:
a. Verify that the money order is not on the Missing, Lost, or Stolen list in
the current Postal Bulletin.
b. Cash the money order only in the exact amount imprinted at time o
f
issue, up to the authorized maximum amount. Use of a title (e.g., Mr
.
and Ms.) is not required when endorsing a money order. A money o
r
der
made payable to more than one person will be cashed for either person
if the conjunction “or” is used. If no conjunction is used, all perso
ns
named on the face of the item must sign and provide ID as required.
c. Verify that the money order is authentic
(see
Notice 299, Security
Features
of U.S. Postal Service Money
Orders).
Check money order
security features for signs of alteration, counterfeit, or fraud be
fo
re
ca
s
hing
.
If necessary, call the Money Order Verification System
(86
6
-
459
-7
822
)
as an
additional tool to validate issuance of a postal money order.
Refer to Handbook F-101, subchapter 10-2, for more information on
requirements and procedures for cashing postal money o
rd
e
rs.
11-14.2 Money Order Security Features
To determine if a money order is authentic, hold the money order up to
t
h
e
light and look for the following security features:
a. Ben Franklin images
(
w
at
er
mar
k
s)
repeated on the left side
(top
to b
o
tt
om).
▪ b. Watermarks are in the paper and will appear when viewing
from the front or back of the money order when held up to the
light.
▪ c. A dark security thread running (top to
b
o
tt
om
)
to the right of the
Ben Franklin watermark with tiny letters “USPS” facing backward and
fo
rwa
r
d.
If either of these security features is not present when the money order is
held up to the light, the postal money order is fraudulent. Also, be aware o
f
the following potential areas for fr
au
d:
a. Denominations are indicated on two locations and must be
identical.
▪ Look for alterations in one or both places.
b. Discoloration of the denomination amounts indicates erasure
▪ (fraudulent).
▪ c. Maximum value for domestic postal money orders is $1,000.
Note: RAs can call the Money Order Verification System as a tool
to
validate issuance of a postal money order. For more information, see
Notice 299.
11-14.3 Money Order Verification System
The Money Order Verification System is an interactive voice response (IVR)
system for deterring fraud. The
IVR
system can assist PRUs and financial
institutions when validating postal money orde
rs.
To inquire on the validity of a recently issued money order, do the
fo
llowing
:
a.
1. Call the Money Order Verification System at
86
6-4
59
-
7822.
a.
b. 2. Press 1 for Money Order Verification.
b.
c. 3. Enter the following information when
prompt
ed:
11-digit money order serial
nu
mb
er
.
Exact dollar amount of the money orde
r.
Issue ID number.
If the money order has been issued in the last 90 days and is at least 48
hours old, the
IVR
should reply that there has been a
“match”
if the money
order is a valid issue.
There are instances where the issuing unit’s PS Form 1412, Daily Financial
Report, data has not updated in the system in a timely manner. This will
result in a nonmatch reply from the
IVR
sys
tem.
The
IVR
system is to serve only as an additional tool to help prevent fr
au
d.
See the “Money Order Verification System Frequently Asked Questions
(FAQs)
”
at: h
t
tp
://b
lue.u
s
p
s
.g
ov
/acco
u
nt
ing
/
_
pdf/M
o
n
eyOr
de
rI
VRF
A
Qs
.p
df
.
Refer to Handbook F-101, subchapter 10-3, for procedures for money orde
r
inquiries and replacements.
11-15 Accountable Paper
11-15.1 Accountable Paper Definitions
Accountable paper is defined as:
▪ a. Postage stock.
▪ b. Stamped paper
s.
▪ c. Nonpostal stamps.
▪ d. Philatelic
products.
▪ e. Money order
sto
c
k.
Postage stock is defined as:
▪
a. Postage
s
t
a
m
ps
.
▪
▪ b. Semi postal stamps.
St
a
m
pe
d
pa
pe
rs
ar
e
de
fin
ed
as:
Stamped envelopes and postal cards (includesinclude regular, spec
ial,
commemorative, and penalty mail issues).
Nonpostal stamps are migratory bird hunting and conservation stamps
s
o
ld
for the Department of the Interior.
Philatelic products are defined as:
▪ a. Mint sets.
▪
▪ b. Stamp collecting kits.
▪
. c. Gift
pack
s.
▪
▪ d. Other products in the items 8000–9999 series.
11-15.2 Accountable Paper Terms
The following accountable paper terms will help Postal Service employees
understand the accountable paper procedures in this
ha
n
d
book
.
Unit reserve:
▪ a. Consists of all stamps, stamped paper, and philatelic products in
a PRU that has not been consigned to other accountabilities within
t
h
e
un
it.
▪ b. Are in all PPRUs.
▪
c. Has sufficient stock to meet customer demand; however, PRUs
m
u
st
maintain total unit accountability within established limits (see part
11 -3.4)
11-15.2 Retail Operations
Han
d
bo
o
k
▪
Stamp Fulfillment Services (SFS):
▪ a. Receives and disburses stamps, stamped paper, and
philatelic products.
▪ b. Provides accountable paper for all PRUs, SSPCs, SSKs, and
CPUs and VPOs within its service area.
▪ c. Typically consists of a supervisor and one or more bargaining-unit
employees assigned to work in or near a secure vault.
Stamp Fulfillment Services (SFS):
a. Receives and disburses stamps, stamped paper, and
philatelic products.
b. Provides accountable paper for all PRUs, SSKs, and CPUs within
its service area.
▪ cd. Is administered by Stamp Acquisition and
DistributionServices at Headquarters and serves as a centralized stamp
distribution o
p
e
r
a
t
io
n..
Financial Accountabilities
11
-17
.1
11-15.3 Responsibilities
11-15.3.1 Postmaster or Unit Manager
The postmaster or unit manager is responsible for ensuring that controls are
in place for maintaining an accurate inventory for all accountable pape
r
within the PRU. This responsibility includes, but is not limited to, the
follow
ing:
a. Providing adequate security for all accountable items.
b. Monitoring inventory levels.
c.
Establishing and controlling segments within the PRU.
d. Ensuring proper entry of all financial transactions.
e. Ensuring that all required counts are per
f
o
rme
d.
11-15.3.2 Employee
All field unit employees are accountable for the
fo
llo
w
in
g
:
a. All accountable paper issued to them as a stamp
cr
edit.
b. All funds received from accountable paper sales until deposited as
postal fund
s.
c. Accurate and timely recording of all financial tra
ns
ac
tio
ns.
All employees assigned responsibility for accountable paper are liable for
losses in their accountability.
11-15.3.3 Contractor
A contractor is accountable for all accountable paper assigned to the CPU
and VPOs.
11-16 Ordering Stock SFS
PRUs order accountable paper from SFS. The SFS provides a monthly
schedule for o
r
der
i
ng
.
Refer to Handbook F-101, subchapter 11-4, for detailed procedures
fo
r
ordering from the SFS.
Money Order Sources
The Supply Management Asset Planning organization requisitions money order
stock from an appropriate money order supplier. Money orders are shipped
from the printing vendor to the MDC. Refer to Handbook, F-101, section 12-2.
The minimum quantity of each item of stamps and stamped paper to order is
published annually in the Postal B
u
lletin.
Refer to Handbook F-101, subchapter 11-4, for detailed procedures
fo
r
ordering from the SFS.
11-17 Receiving Stock Shipments From SFS
11-17.1 Examining and
Verifying
the
Shipment
Examine and verify stock shipments as follows:
a. Examine each shipping carton to ascertain that the address is correct,
the seal is unbroken, and the contents are not damaged.
b. Report tampering to the U.S. Postal Inspection Service and Office o
f
Inspector
General immedia
t
e
ly.
c.
Count stock and verify to the computer-generated PS Form 17, Stamp
Requisition/Stamp Return, with a witness.
a.
Examine each shipping carton to ascertain that the address is
c
or
re
c
t
,
the seal is unbroken, and the
contents are not damag
e
d.
b. Report tampering to the U.S. Postal Inspection Service and Office o
f
Inspector
General immedia
t
e
ly.
c. Count stock and verify to the computer-generated PS Form 17, Stamp
d. Requisition/Stamp Return, with a witness. d. Sign and date the PS
Form 17.Sign and date the PS Form 17.
e. e. Enter the total value of the PS Form 17 as stock received even if
the physical quantity is not the same.
Exhibit 11-17.1 provides specific verification procedures by
it
em.
Exhibit 11-17.1
Verification Procedure by
It
em
For this item:
Verify the shipment as fo
ll
ows
:
Panes in sealed
packag
es
Follow the instructions on the package for verifying the
contents before removing the sealed film wrapper on
th
e
individual packages.
Stamp booklets
Count the number of booklets in the denomination and
type described on the unit
p
ack
age.
Do this before breaking the package seal.
Coils
Count the stamp coils to verify the shipment contains the
quantity of coils, type, and denomination of
stock
ordered.
Do this before breaking the seal.
Stamped envelopes
and postal cards
Count the number of boxes or packages and the
denominations of the envelopes or cards against the
carton labels, andlabels and verify against PS Form
17.
Philatelic produ
c
ts
Count the number of items in open cartons. The total
must agree with the quantity printed on the outside of the
carton.
11-17.2
Financial Accountabilities
11
-18
.2
11-18 Returning Stock to the SDO or
SSCSFS
11-18.1 Saleable Stock
Saleable stock that may be returned to SFS includes
st
amps, stamped
envelopes, postal cards, and philatelic products currently on sale.
SFS must authorize the return of saleable stock before
th
e
stamp stock
custodian returns
it.
11-18.2 Non-saleable Stock
Nonsaleable stamp stock items and products that may be returned to
SFS
for
destruction includes the
f
ollowing
:
a. Obsolete stock that is removed from sale at all locations. If recalled for
destruction, consider using philatelic products for
pr
omo
t
i
on
al
purposes or as gifts to employees. Obsolete editions of the Postal
Service Guide to U.S. Stamps can be provided for ph
ilate
lic,
promotional, or educational purposes. (Stamp Services publishes an
annual announcement in the Postal Bulletin about the disposition o
f
obsolete editions.)
b. Defective stock including any partial packages of stamps,
s
t
a
mpe
d
envelopes, postal cards, and damaged stock accepted from
customers as described in the Mailing Standards of the United States
Postal Service, Domestic Mail Manual (DMM), 604.9.0.
Send stock to be destroyed to SFS only if the minimum amo
u
nt
has
accumulated since the last shipment; Exhibit 11-18.2 lists minimal amount
of stock per CAG.
Exhibit 11-18.2
Minimal Amount of Stock to Be Destroyed per CAG
For CAGs…
The minimum
amount is…
A–G
$100
H
$50
K and L
$25
The stamp stock custodian must check the Postal Bulletin to know when
t
o
withdraw specific stamps and stamped paper items from sale. The schedule
of returning nonsaleable stock is provided by SFS.
11-18.2 Retail Operations
Han
d
bo
o
k
Prepare stock to be returned as
f
ollows
:
a. Ensure that the value is clearly marked on each item
.
b. Sort loose stamps by denomination and paste them on a letter size
paper
.
Note: A list of off-sale items is available on the Enterprise Data
Distribution Web site. Go to:
http://edd/pls/posweb/ProdItem.Intro.
Refer to SFS Toolkit. Go to https://blue.usps.gov/accounting/ and
click on the SFS toolkit or Handbook F-101, subchapter 11-6, for
detailed procedures on accounting for returning
s
t
o
ck
.
12 Stamp Stock and Cash
Accountability
12-1 Stamp Stock Assignment
Stamp stock credits and cash credits are assigned as
fo
llow
s:
a. Employee stamp stock credits.Retail Floor Stock
b.
Employee cash
c
r
e
dit
s.
c. Unit reserve s
toc
k.
d. Unit cash reserve.
e. Retail floor
stoc
k.
f. Rural carrier consignment.
g. Contract postal unit
(CPU)
c
r
e
d
its.
h. Self Service Kiosks (SSKs)
i.h. Mobile units.
j.i.
Stamps by Mail.
12-2 Stamp Stock Responsibility
The postmaster, manager, or supervisor is responsible for management of all
stamp stock credits and cash credits assigned and must ensure the
t
imely
performance of all credit
co
unt
s.
All employees with consigned credits are accountable for the value of their
assigned stamp stock, cash, and money orders.
Unit reserve stock custodians are accountable for the value of their assigned
stamp stock and money
ord
er
s.
CPUs are accountable for the value of their assigned stamp stock, cash, and
money orde
rs.
12-3 Retail Operations Handbook
12-3 Stamp Credits
12-3.1 Definition
A stamp credit is the value of the stamp stock and money orders
co
ns
ign
e
d
to a retail associate
(RA)
from the unit reserve stock at a postal retail
un
it
(PRU).
Hold stamp credits to a reasonable multiple of the RA’s weekly sales
amount. A 2-week multiple is recommended. The postmaster, supervisor, o
r
manager may adjust the value of stamp credits to be consistent
wit
h
customer demand.
To maintain individual accountability, RAs must not trade or purchase
s
t
amp
stock from one another employee.
In an emergency, a supervisor may authorize an RA to ship or receive
sto
c
k
from another RA as
fo
llows:
a. The supervisor or RA completes a PS Form 17, Stamp Requisition/
Stamp Return, in duplicate. Enter the names of both RAs and
t
h
e
amount of stamp stock on PS Form 17.
b. The supervisor must witness and sign PS Form 17 as authorizing
t
his
t
r
a
ns
act
io
n.
c. The RA keeps a copy of the PS Form 17 until the next stamp
cr
edit
co
unt
.
12-3.2 Unit Reserve Stock
The unit reserve stock custodian is accountable for the value of all items in
the unit reserve stock, is responsible for managing the stamp
s
t
o
c
k
inventory, and must report unit reserve stock ac
tivit
i
es
.
Sales from the unit reserve stock are not
a
llowed.
The unit reserve may be assigned to the postmaster, unit manager, or
supervisor. At a finance station without a domiciled supervisor, a lead sales
and services associate
(LSSA)
may be assigned the unit reserve. The LSSA
may also be assigned a separate stock credit from which direct sales to
th
e
public are conducted.
(A
finance station is a postal retail unit that has three or
fewer full-time
RAs
.
)
Refer to Handbook F-101, Field Accounting Procedures, subchapter
13
-4
,
for detailed procedures for conducting unit reserve stamp stock
c
o
un
ts
.
12-3.3 Total Postal Retail Unit Stamp
Accountability
Maintain the total PRU accountability on PS Form 1412, Daily
Financial
Report. AIC 853, Stamp Accountability Closing Balance, on the unit’s PS
Form 1412 is a combination of all stamp accountabilities within the same unit
fin
a
n
c
e
nu
mbe
r
(UFN)
at the PRU. This combination includes the
f
ollowing
:
a. Unit reserve
stoc
k.
b. Retail floor
stoc
k.
Stamp Stock and Cash Accountability
1
2-4.2
c. Individual stamp credits (e.g., retail associates, vending, Stamps
by
Mail
®
, and philatelic).
d. Lobby Sales - mPOS
12-3.4 Stamp Credit Record
Files
The postmaster, manager, or supervisor is responsible for establishing
a
n
d
maintaining a stamp credit file for each employee. The file must contain
th
e
following items:
a. PS Form 3294-P, Cash and Stamp Stock Count and Summary, or PS
Form 3294-C, Cash Credit Count and Summary.
b.
PS Form 3368-P, Accountability Examination Record.
c. PS Form 3369, Consigned Credit Receipt.
d. PS Form 571, Discrepancy of $100 or More in
Financial
Responsibility,
if applicabl
e
.
e. Letters of demand
(LOD)
for payment, if applica
b
le
.
Maintain a drawer or similar container of file folders, one for each
c
r
edit
,
arranged in alphabetical or numerical o
r
d
e
r.
The retention period established for stamp credit file forms is not to
excee
d
2 years except for PS Form 3369 which is 3 years.
12-4 Individual Stamp Credit Counts
12-4.1 Counting Requirements
Supervisors must randomly count stamp credits maintained by bargaining
unit employees at least once every 4 mo
n
t
hs.
Stamp credits maintained by non-bargaining employees must be counted
by
the non-bargaining employee and another employee at least once every
12 mo
nt
hs.
Refer to Handbook F-101, subchapter 13-3, for detailed procedures on
conducting stamp credit
co
un
t
s.
12-5 Contract Postal Unit Stamp Credit
Count
The postmaster, manager, or supervisor of the host Post Office has
th
e
following responsibilities
:
a. Ensuring that CPU stamp credit counts are conducted randomly
a
t
least once every 12 mo
nt
hs.
b. Maintaining a separate file for CPU financial activ
i
ties.
Refer to Handbook F-101, subchapter 13-7, for detailed procedures on
conducting a CPU
c
oun
t.
12-6 Cash Credits
12-7.1 Unit Cash Reserves
PRUs may establish a unit cash
reserve
to supplement the needs of the
un
it.
Use PS Form 3369 to assign the unit cash reserve to an individual who is
directly accountable. When circumstances warrant, the unit cash reserve
custodian may reassign all or part of the unit cash reserve using PS Form
3369. Any reassigned funds must be kept separate from other
acc
ou
n
t
a
b
le
credits assigned to the employee.
Report the unit cash reserve in AIC 753 on the unit’s PS Form 1412. The
uni
t
cash reserve has no tolerance.
Note: CPUs may not have a cash reserve. Refer to Handbook F-101,
section 13-8.1.2,for making changes to unit cash reserves.
12-7.2 Cash Retained (RSS Units Only)
RAs that are only consigned a cash credit are authorized a cash retained
amount of $100.99 (maximum amount), for which they are individually
accountable. The RA documents the maximum authorized cash retained
on PS Form 3369.
Individual RA cash retained amounts must be equal to AIC 753 as
r
e
por
t
e
d
on the individual’s PS Form 1412 and cannot exceed the approved
a
mo
un
t
.
12-7.3 Contract Postal Units Cash Credit
CPUs may keep $100 or 10 percent of their stamp credit, whichever is less.
12-8 Segmented Inventory
Accountability
Each unit must maintain a unit reserve stock and may have a number
of
different segments.
Retail Associates (RAs) As who work at window services do not have a
stamp stock
inve
ntory assigned and instead work from a shared retail
floor
stock
.
RAs who work from the retail floor stock are assigned a $100.00 cash
retained credit, for which they are individually ac
co
un
t
a
ble.
Other segments may require stamp stock inventory assigned as individua
l
accountability for which they are directly accountable.
12-8.1 Segment Definitions
The following segments enable the assignment of cash or stamp stock
to
various individuals or roles within a unit:
a. Mobile Unit Credits — Stock for use by employees assigned
t
o
operate mobile units. This credit is directly accountable to an
individu
al.
b. Retail Floor Stock — A common inventory for use by retail employees
who are not directly accountable for that inventory.
c. Stamps by Mail (SBM) — An inventory for use in filling stamp orders
received from customers by mail that is assigned to an individual
w
h
o
is directly accountable for that inventory. SBM is used where volume
prohibits filling requisitions from the retail floor
s
t
ock.
d. Special Event Credits — Temporary credits for special events can be
assigned to one of the accountable segments with stock issued
directly from the unit reserve. At the completion of the event a count is
conductedconducted, and the balance is either returned to the unit
reserve, prepared for destruction, or moved to the retail floor
s
t
o
ck
.
e. Lobby Sales – A common inventory for use by Lobby Assistant to sell
stamps on Lobby Sales segment on either the mPOS or SSK.
12-8.2 Responsibilities
Postmasters, managers, and supervisors at PRUs must comply with
th
e
procedures defined in this section. In addition, postmasters, managers,
a
n
d
supervisors are responsible for the
f
ollowing
:
a.
Establishing and controlling segments within the unit.
b. Monitoring inventory levels.
c. Ensuring proper entry of all financial transactions.
d. Remitting all funds in excess of authorized reserves.
e. Monitoring operations, including count
pro
c
e
d
ures.
All PRU employees are responsible for the
f
ollowing
:
a. Ensuring financial integrity.
b. Maintaining security of all postal stock, funds, equipment, and
facilities
.
c. Reporting all retail transactions
.
d. Providing receipts to each
c
us
t
om
er
.
e. Using the RSS cash drawers for all daily transactions as they
occu
r.
Employees are accountable for cash, stamp stock, and money o
r
de
rs
directly assigned to
t
h
e
m
.
12-9 Retail Floor
Stock
Under the retail floor stock segmented inventory accountability
(SI
A
)
concept, two modifications are made to traditional
cont
ro
ls:
a. Cash is separated from stamp stock in retail cre
d
its.
b. A shared retail floor stock replaces individual stamp credits for RAs.
The unit
reserve
stock custodian issues stock directly to the retail floor
stoc
k.
Although no individual RA is accountable for this stock, each RA mak
i
ng
sales from this credit is responsible for ensuring accurate reporting of
t
h
e
sales from the retail floor stock. RAs are also responsible for
a
d
eq
uate
protection and security of retail floor
s
t
o
ck
.
Refer to Handbook F-101, subchapter 14-2, for detailed procedures on
conducting retail floor stock cou
n
t
s.
12-10 Other SIA Segment Counts
Counts for stamp stock credits assigned to bargaining employees mu
st
occur at least once every 4 mo
nt
hs.
Concurrent counts must be performed for employees assigned unit reserve
stamp stock and other accountable credits. This begins a new cycle for
t
h
e
required “count frequencies” for all assigned
cr
edits
.
Blank money order stock assigned to an accountable segment employee,
must be verified each time the count for that segment is
p
erf
ormed
.
Refer to Handbook F-101, subchapter 13-3, for detailed procedures on
conducting individual stamp credit
co
un
ts
.
12 -11 Single Drawer Accountability (SDA)
Single Drawer Accountability (SDA) is a single accountability comprised of
stamp stock, cash, and money orders consigned specifically to RSS or e1412.
2, 4 and 6 hour offices which are overseen by an Administrative Post Office-
APO.
Stamp counts are randomly mandated by Accounting Services based on
financial risk and monitoring indicators. The APO is responsible for stamp
stock management in accordance with this policy.
Refer to Handbook, F-101, subchapter 24, for detailed procedures on
conducting individual stamp credit counts and the Accounting Services
website, click on e1412 Toolkit, select Single Drawer Accountability (SDA):
https://blue.usps.gov/accounting/e1412/e1412menu.htm. Under the SDA
Inventory tab, select SDA Count.
k
and confirm
nu
mbe
r.
Retail Operations Handbook
This page intentionally left
bl
ank
Lead
17 Refunds, Exchanges, Claims, and
Inquiries
17-1 Service Failure Refunds
17-1.1 Priority Mail Express Refunds
If a Priority Mail Express item was not delivered or made available for the
c
us
t
om
er
as guaranteed under the applicable service purchased, a refund
r
e
q
ues
t
must be made within 30 days after the date of mailing
Refunds for Priority Mail Express postage may be made only to the mailer
or
th
e
holder of the Express Mail Corporate Account used to pay for
postage. The mailer may apply for a refund online at www.usps.com/help
(preferred) or must complete Part I of PS Form 3533, Application and
Voucher for Refund of Postage,
Fees,
and Services, in duplicate and submit
the form along with the original customer copy of Label 11-B to any Post
O
ff
i
c
e.
17-1.2 Signature Confirmation Fees can be refunded for Signature
Confirmation, USPS Tracking (USPS Marketing Mail only), Certified Mail and
Return Receipt (hardcopy and electronic). A PS form 3533 may be submitted
locally for a refund if service is not rendered. Adult and Restricted Delivery
cannot be refunded online and must be refunded at the Retail Unit. Determine
a
p
pr
o
p
ri
at
e
amount and follow normal accounting procedures as outlined in
th
e
Handbook F-101, Field Accounting Procedures, Chapter 21, Refunds
a
n
d
Exchanges.
17-2 Postage and
Fee(s)
Refunds
17-2.1 Unused Dated Postage Meter Indicia
Unused, dated postage meter indicia are considered for refund only
if
complete, legible, and valid. Authorized users must submit the request
with
in
60 days of the
date(s)
shown in the indicia. The refund request
must be submitted with a properly completed PS Form 3533.
Charges for processing a refund request for unused, dated meter indicia are
as specified in the Mailing Standards of the United States Postal Service,
Domestic Mail Manual (DMM).
17-2.2 Metered Postage Items Ineligible for Refund
The following metered postage items are ineligible for refunds:
a. Loose indicia printed on labels or tape that have been stapled
to
get
h
e
r
or attached to paper or other medium in any manner.
b. Reply envelopes or cards paid at the proper postage rate.
c.
Indicia printed on labels or tape removed from wrappers or envelopes.
d. Indicia lacking clearly readable identification of the licensing
Pos
t
Office, meter serial number, postage amount, or other required
information.
e. Indicia printed on mail dispatched and returned to sender as
undeliverable as addressed, including mail marked “no such pos
t
office”
and mail addressed for local delivery and returned after
directory service was given or delivery was attem
p
ted.
17-2.3 Unused Dated PC Postage Indicia
Unused, dated PC Postage indicia are considered for refund only
if
complete, legible, and valid. Only authorized PC Postage users may
request a refund. The request is processed by the provider, no
t
the Postal
Service. The refund request must be submitted
wit
hin
30 days of the
date(s)
shown in the indicia. Disbursements of refunds for
online postage areis not permitted at local units.
17-2.4 Click-N-Ship PC Postage
Refer Click-N-Ship customers to the Click-N-Ship site. Log on
to:
www.usps.com/clicknship and click on the MyAccount link.
17-3 Exchanges
17-3.1 Stamp Exchanges
17-3.1.1 Postal Service Fault
The Post Office may correct mistakes in selling damaged, defective, or
otherwise unserviceable stamps by exchanging stamps at full postage value.
17-3.1.2 Damaged in Customer’s Possession
Stamps that are damaged or otherwise unusable for postage
(
b
e
ca
us
e
o
f
humidity, moisture, or other
causes)
while in a customer’s possession may
be exchanged only for an equal number of stamps of the same
denominat
i
on
.
Unusable stamps accepted from a customer under these conditions must be
those on sale at Post Offices within 12 months before the
t
r
a
ns
ac
t
io
n.
Quantities of the same denomination totaling over $10 in value must be
returned in the same configuration as when bought
(
e.g.,
sheets, coils, and
bo
oklet
s
).
Each such transaction is limited to $100 worth of postage from each
custome
r.
Refunds, Exchanges, Claims, and Inquiries 17-4
17-3.2 Exchange of Spoiled and Unused Postal
Matter
Unusable and spoiled stamped envelopes; stamped cards, if
un
ca
nc
ele
d
;
and unused, precanceled stamps, and stamped cards are exchanged
fo
r
other postage-stamped paper.
Only the buyer may exchange stamped envelopes with a printed return
address and stamped cards with any printe
d
matter of the buyer. If there is
no purchaser’s printing, any
re
sp
o
nsi
ble person may exchange
th
em.
17-3.3 Stamps Converted to Other Postage Forms
A customer may submit postage stamps for conversion to an advance
deposit for permit imprint mailings, subject to the conditions set forth in the
DMM.
17-3.4 Items Not Exchangeable
The following postage items are not exchangeable:
a. Adhesive stamps, unless mistakes were made in buying, stamps were
defective, or stamps were affixed to commercial envelopes and
postc
a
rds.
b. Stamps cut from stamped cards, or stamped envelopes.
c. Parts and pieces of stamped cards.
d. Stamped cards, stamped envelopes received
f
o
r
reply. Mutilated and
defaced stam
p
s.
e. PC Postage cannot be exchanged at Post Offices. Customers must go
online to the vendor’s Web site to request exchange/refund for
th
is
service.
17-4 Inquiries and Claims
17-4.1 Domestic Claims
Accounting Service adjudicates all claims regardless of the amount of
t
h
e
claim.
Customers may file domestic insurance claims for loss or damage as
f
o
ll
o
w
s:
a. Online
at www.usps.com/help (the preferred filing method is online)
b. By mail (customers may mail the claim to Accounting Services).
c. At any Post Office (customers may submit a completed claim form
to
any Post Office).
Customers will be requested to retain any damaged items and the mailing
container (including any wrapping, packaging, and any other contents). In
some situations, a customer may receive a request to present damag
e
d
item(s)
to a Post Office for inspection, retention, and disposition in
accordance with the claimsclaim’s decisio
n.
If a customer presents a damaged item at your office, follow the
in
st
ru
ct
ion
s
on the PS Form 2856,
Damage
Report of Insured Parcel and Co
nt
en
ts.
For damaged
item(s)
left at a Post Office, once the claim is resolved,
if the claim was not paid the customer may pick up their damaged
item(s). If the claim was paid, the items should be sent to the Mail
Recovery Center. See http://blue.usps.gov/accounting/claims.htm for
more information.
17-4.1.1 Customer Claims Filed Online
To file a claim online, customers should go to: http://www.usps.com/
insuranceclaims/online.htm. A PS Form 1000 is not required for online cla
i
ms
because the form is built into the online system. Customers may upload JPG
or PDF files to provide evidence of insurance, evidence of value, and,
if
applicable, proof of damage or missing contents.
17-4.1.2 Customer Claims Filed by Mail
If a customer is not able to file a claim online, they must call 1-800-ASK-
USPS (1-800-275-8777).
The information on the claim form is self-explanatory. With the
comp
let
e
d
claim form include all information that applies to their claim,
in
clu
d
ing
evidence of insurance, evidence of value, and, if applicable, proof of damage
or missing contents. Customers may send the completed claim form and
attachments to the following address, which is published on PS Form 1000:
USPS
DOMESTIC
CLAIMS PO BOX 80143
ST LOUIS MO 63180-0143
17-4.1.3 Customer Claims Submitted at a Post Office
If a customer brings the completed PS Form 1000 and
re
quired
documentation to the Post Office, send the form and
docu
men
t
a
t
io
n
immediately to the address on the claim
fo
rm
.
17-4.1.4 Appeals Process for Denied
Claims
For domestic insurance claims that were denied, the procedure
fo
r
customers is described here.
For a denied claim, customers may appeal a decision l focusing on the basis
of the claim denial within 30 days of the date o
f
the original decision. If the
original claim was filed online, the customer may file an appeal online or mail
to the following addre
ss:
DOMESTIC
CLAIM APPEALS
ACCOUNTING S
ERVICES
PO BOX 80141
ST LOUIS MO 63180-0141
17-4.2 International Claims
To file an International Claim, customers must file an International Inquiry:
To initiate an International Inquiry Online at
https://www.usps.com/help/international-claims.htm, the customer must be the
U.S. sender and a registered usps.com account holder — U.S. senders without
a registered usps.com account must create an account at the beginning of the
online inquiry process.
A. International Inquiries online includes, Priority Mail Express International with
Guaranteed Delivery Date (PMEI-GDD), Priority Mail Express International
(PMEI), Priority Mail International (PMI), and Registered First-Class Mail
International.
a. Global Express Guaranteed (GXG) cannot be filed online.
b.
First Class Parcel International Services (FCPIS) and First ClassFirst-
Class Mail International (FCMI) are not eligible for Inquiries.
B. Customers can call the Customer Care Center at 800-222-1811 if they are
unable to file online.
Customer will be asked to provide the following information:
A. Create an International Online Inquiry within the time limits
(Recommended for faster processing)
The Customer will need to provide information regarding the mailing,
including but not limited to the following:
1. The USPS Tracking number that appears on the receipt.
2. The sender’s name, mailing address, email address, and telephone
number.
3. The addressee’s name and mailing address.
4. The addressee’s email address and telephone number, if available.
5. The date of the mailing, weight, postage paid, and additional fees
(if applicable).
6. A description of the contents.
7. Evidence of Mailing
8. Evidence of Value
Create an International Inquiry by phone within the time limits. Call 800-222-1811,
and provide information regarding the mailing, including but not limited to the
following:
1. The USPS Tracking number that appears on the receipt.
2. The sender’s name, mailing address, email address, and telephone
number.
3. The addressee’s name and mailing address.
4. The addressee’s email address and telephone number, if available.
5. The date of the mailing, weight, postage paid, and additional fees
(if applicable).
6. A description of the contents and its value.
Evidence of Mailing: Original mailing receipt issued at the time of mailing. Evidence
of Value (at least one of the examples listed below is required). Customers filing
online claims must upload their both document types when the Inquiry is started as
a jpg or pdf file. If the inquiry was filed by phone, the documents are requested by
mail if the inquiry becomes a claim.
Evidence of Mailing
• Mailing Label
• Custom Forms
• Printouts of the online transactions
• Post Office shipping receipts
• Invoice or bill of sales
Evidence of Value
• Sales Receipt
• Copy of canceled check or money order
• Credit card billing statement
• Statement of value from a reputable dealer
• Estimates of repair costs from a reputable dealer
• Printouts of the online transaction
17-4.2.1 International Inquiries
Inquiry Submitted Online (preferred method)
After an Inquiry is submitted online it is immediately sent to the eCRS
(International Inquiries Claims System).
The International Research Group (IRG) receives the inquiry (via eCRS
Reporting), they will begin the inquiry process of communicating with the
destination post on the sender’s behalf.
Based upon the investigation results, if the item is found to be ineligible,
correspondence is sent by the IRG informing the customer. If the IRG
determines an inquiry is eligible for a claim, the Sender will receive an email that
the inquiry has been “Claim Sent for Review”.
STL Accounting Services is notified via eCRS Reporting that the Inquiry is now
a claim. They will proceed with processing the clam.
Inquiry by Phone
Inquiry Submitted through Customer Care Center
If a customer calls the Customer Care Center (800-222-1811), the case is
entered into eCRS during the call. (by a track & confirm agent)
Once the International Research Group (IRG) receives the inquiry (via eCRS
Reporting), they will begin the inquiry process of communicating with the
destination post.
a) Based upon the investigation results, if the item is found to be ineligible,
correspondence is sent by the IRG informing the customer.
b) If IRG determines an inquiry is eligible for a claim, a claim packet is sent
to the customer with instructions for completing the PS Form 2855
(International Claim for Indemnity), and sending it, along with supporting
documentation to:
St. Louis Accounting Services
International Accounting Services
PO Box 80146
St. Louis MO 63180-0146
c) The claim is not processed until it is received by STL Accounting
Services.
17-4.2.2 Customer Claims for Damaged, Rifled, or Missing
International Articles
If a damaged article is in a foreign country, the customer can initiate an
International Inquiry Online at https://www.usps.com/help/international-
claims.htm, the customer must be the U.S. sender and a registered
usps.com account holder — U.S. senders without a registered usps.com
account must create an account at the beginning of the online inquiry
process. Customers can call the Customer Care Center at 800-222-1811 if
they are unable to file online.
Customers who receive a damaged article or one that has missing contents
from a foreign country, except from Canada, or items mailed from the United
States, and has been returned to sender damaged, must take the item to any
Post Office immediately for inspection. The local post office is obligated to
inspect the package for damage and fill out PS Form 2856, Damage Report
of Insured Article and Contents (For USPS Internal Use Only. The local post
office must follow the instructions at the bottom of PS Form 2856, and submit
the completed form either by fax or by mail, as noted below
Fax or Mail the PS Form 2856, Damage Report of Insured Parcel and
Contents to :
Fax: 651-306-6165
INTERNATIONAL RESEARCH GROUP
UNITED STATES POSTAL SERVICE
PO BOX 512318
LOS ANGELES CA 90051-0318
The inquiry will be created by an IRG agent once the damage report is
received.
Customers who receive a damaged article or one that has missing contents
originating from Canada must contact the Canadian sender and instruct
them to file a claim with Canada Post.
In some European countries, damaged claims are payable to the sender only
(a waiver of rights is not allowed) and Priority Mail Express l claims do not
require a
Refunds, Exchanges, Claims, and Inquiries
PS Form 2856). All other
damaged claims are payable to the addressee (unless they waive rights to
payment).
For more information, go to https://www.usps.com/help/claims.htm
For detailed instructions on assisting customers who are filing an
international claim for damage, rifling, or missing international articles, refer
to Handbook F-101, Field Accounting Procedures, section 20-2.3.
17-4.2.3 International Claims Adjudication Process
If the IRG determines that the customer inquiry qualifies as a claim, the
customer will be sent a claim packet, which includes PS Form 2855, along
with instructions. The customer must complete the form and attach evidence
of mailing, evidence of value, and any other documentation requested to
support the claim and send it to the following address:
USPS INTERNATIONAL CLAIMS
ACCOUNTING SERVICES
PO BOX 80146
ST LOUIS MO 63180-0146
All claims for International articles are adjudicated by Accounting Services regardless of
the amount of the claim.
Supporting documentation for an international claim includes, but is not
limited to, the following:
a. Evidence of mailing. If the article was mailed from the United States,
the original mailing receipt is evidence of mailing. If the article was
mailed in another country, the original mailing receipt, customs label,
wrapper (if appropriate), or any other markings on the mailing container
that indicate how it was sent is also evidence of mailing.
b. Evidence of value. The dated sales receipt, dated invoice, or statement
of value from a reputable dealer is evidence of value. (A statement of
value from the customer is also accepted but indemnity is limited to
$100.) Paid repair bills (if the claim is for partial damage), estimates of
repair costs, or appraisals from a reputable dealer are also evidence of
value. Repair costs may not exceed the original purchase price.
c. Return to Sender articles that do not include a reason for return or
were returned in error. The original wrapper, if reasonable, may be
required. (An envelope, a cardboard box top, or piece of cloth is
reasonable.) However, if a customer mails the article in a wooden box,
it is not reasonable to return the box as the wrapper. In this situation,
the customer should submit a copy of the wrapper and retain the
wooden box until the claim has been resolved.
If an inquiry does not qualify to become a claim, the IRG sends a letter to the
customer with the results of the inquiry investigation.
17-5 Notice 4314-C, We Want to
Know
Notice 4314-C, We Want Toto Know, replaces PS Form 4314-C,
Consumer Service Card, and promotes the following different immediate
methods
fo
r
customers to contact the Postal Service:
a. Speaking to our postmaster/management
st
aff
.
b. Calling 800-ASK-USPS (800-275-8777).
c. Visiting ww
w.
us
p
s
.
c
om
.
Ensure
that Notice 4314-C is stocked in all Post Offices and make the no
tic
e
available to customers upon request. Resolve all person-to-person and
telephone contacts within 14 calendar days.
17-6 Call Center Program
The Postal Service’s toll-free customer service telephone number is
800-ASK-USPS (800-275-8777).
Complaints, service issues, redelivery, and vacation hold mail requests are
electronically referred to local Post Offices through the MyPo
st
Off
i
ce
(MyPO
)
.
This is an electronic transfer of information through the Internet
to
the Post Office from the call center agent. The local Post Office mu
st
download the MyPO information by 9 a.m. each morning and again in
th
e
afternoon so that customer requests for these services are handled in a
timely manner.
17-7 Mail Fraud
If customers are having trouble with a mail order company or suspect
th
at
they have been the victim of fraud, instruct them to contact the Postal
Inspection Service or complete PS Form 8165, Mail Fraud Report, available
at all Post Offices. The customer should return the completed form to
t
h
e
local Post Office or send to the following
a
d
dr
ess:
ATTN: MAIL FRAUD
CRIMINAL INVESTIGATIONS SERVICE
CENTER
433 W HARRISON STREET, RM 3255
CHICAGO IL 60699-3255
17-8 Unwanted Mail
Certain unsolicited or undesirable mail is prohibited from the mailstream,
including obscene materials, violence-inciting materials, and some types o
f
mail relating to lotteries
.
Refunds, Exchanges, Claims, and Inquiries
1
7-10
17-8.1
Sexually
Oriented
Mail
Section 3010 of Title 39 U.S.C. gives people a way to protect themselves
a
n
d
their minor children from receiving unsolicited sexually oriented
advertisements through the mail. Customers may invoke the protection as
follow
s:
a. Completing PS Form 1500, Application for Listing and/or
Pr
oh
ibit
ory
Order.
b. Filing the form with any postmaster or designated Postal Service
representative.
Customers may file for themselves or for their children under 19 who live
with
them or who are under their care, custody, or supervision. An authorized
officer, agent, fiduciary, surviving spouse, or other representative may file on
behalf of a corporation, firm, association, estate, or deceased or
in
co
mpet
en
t
addressee.
After a customer is on the list for 30 days, any mailer who sends
th
em
unsolicited sexually oriented advertisements is subject to criminal
san
c
t
i
on
s
under 39 U.S.C. 3011 and 18 U.S.C.
1735
-37
1.
This prohibitory order remains in effect for 5 years unless the customer asks
to have it removed. At the end of 5 years, customers must file again to have
the names
re
ins
t
a
t
e
d
.
17-8.2 Unsolicited
Mail
Federal law prohibits the shipment of unordered merchandise. Such a
practice may constitute an unfair trade practice. Merchandise mailed in
violation of the U.S. Code may be treated as a gift by the recipient
wit
h
ou
t
any obligation to the sender. The laws governing this practice are
en
f
orc
e
d
by the Federal Trade Commission.
17-8.3 Direct Marketing (Remove Name)
Some consumers would like to receive less advertising mail at home. Mail
Preference Service, a service of the Direct Marketing Association, helps
decrease the amount of national nonprofit or commercial mail
cust
ome
rs
receive. To register with the name removal file, customers should write to
t
h
e
follow
ing:
MAIL
PREFERENCE
SERVICE
DIRECT MARKETING
ASSOCIATION
PO BOX 9008
FARMINGDALE
NY 11735-9008
17-9 Mail Recovery Centers
The Mail Recovery Center
(MRC)
is located in Atlanta, Georgia. MRC is
responsible for the final disposition o
f
undeliverable First-Class Mail items,
packages, and accountable mail
it
ems;
and for protecting the privacy of the
mail.
17-9.1 Retail Operations
Han
d
bo
o
k
For more information on the MRC, visit:
http://blue.usps.gov/supplymanagement/am_mrc_welcome.htm.
.
http://blue.
usps.gov/supplymanagement/am_mrc_welcome.htm.
17-9.1 First-Class
Mail
Send all First-Class Mail items
(
e
xcept
postcards and postal cards),
sin
g
le
-
piece-rate Standard Mail items, and Package Services mail that cannot be
forwarded or returned, to the MRC for disposition. Send dead letters da
ily
and dead parcels weekly.
17-9.2 Priority Mail Express
Send Priority Mail Express articles that cannot be forwarded or returned
during
th
e
specified holding period to the area MRC in a Priority Mail
Express pouch.
17-9.3 Postcards and Postal Cards
Dispose of postcards and postal cards without a return address if the
Po
st
Office can shred or destroy them completely. If not, forward them to the area
MRC.