148 Revenue Deficiency 148.1 General. The term "revenue deficiency" refers to insufficient payment by a mailer or other postal customer of postage, fees, or box rent. For example, a deficiency may result from an incorrect setting of a postage meter by a post office employee, from an impermissible enclosure included in a second-class publication, or from sending mail matter at a rate lower than the specified rate. Revenue deficiencies are usually disclosed during the course of a postal inspector's audit or local financial examination. The postmaster renders the initial ruling to the customer. The ruling cites the amount of the deficiency and the circumstances involved. 148.2 Appeal of Ruling. Except as provided in 625.526, a mailer may appeal a ruling assessing a revenue deficiency by filing a written appeal, within 15 days of receipt of the ruling, with the general manager, rates and classification center (RCC), for the entry post office. If the deficiency was first assessed by the general manager, RCC, or by the general manager of any division in the Office of Classification and Rates Administration, the mailer may appeal it in writing (within 15 days of receipt of the ruling) to the director, Office of Classification and Rates Administration, U.S. Postal Service (for address, see Address List in Appendices). The mailer may be asked to furnish additional information or documents to support the appeal. Failure to do so within 30 days of such a request is grounds for denying an appeal. A final decision is made as soon as possible after receipt of the appeal and necessary supporting documents. 149 Indemnity Claims 149.1 Special Services With Indemnity Provisions. Indemnity claims may be filed for the loss, damage, or rifling of insured, COD, registered, or Express Mail (see 149.5 for Express Mail provisions). (See the International Mail Manual for international insured and registered mail indemnity claims.) 149.2 General Instructions for Filing Claims on Insured, COD, and Registered Mail 149.21 Who May File. A claim for complete loss (wrapper and contents) of an insured article may be filed by the mailer or addressee. A claim for complete loss (wrapper and contents) of a COD or registered article may only be filed by the mailer. All claims for complete loss of contents, partial loss, or damage may be filed by the mailer or addressee. 149.22 When to File 149.221 Time Limits a. Insured, Registered, and COD Claims. Insured, registered, and COD claims must be filed within 1 year of the date the article was mailed. Customers who file a follow-up claim (duplicate, inquiry, etc.) must wait at least 45 days from the first claim date, but may not file later than 18 months from the date the article was mailed. b. Express Mail COD Claims. Express Mail COD Claims must be filed within 90 days from the date of mailing. Customers who file a follow-up claim (duplicate, inquiry, etc.) must wait at least 45 days from the first claim date, but may not file later than 6 months from the date the article was mailed. c. Appeals of Postal Service Claim Decisions. Appeals of Postal Service claim decisions must be filed within 3 months of the date of the decision. 149.222 Loss Claims a. Insured. For insured articles, a claim may not be filed until 30 days after the date of mailing, except as specified in 149.222c. b. COD. For COD articles, a claim may not be filed until 45 days after the date of mailing, except as specified in 149.222c. c. Exceptions. Claims for insured and COD articles originating at or addressed to post offices outside the contiguous United States (including insured articles to APO and FPO addresses) may not be filed: (1) until 45 days after the date of mailing for articles sent by First-Class, SAM, or PAL mail; and (2) until 75 days after the date of mailing for parcels sent by surface ocean transportation. d. Registered. For registered articles, a claim may not be filed until 15 days after the date of mailing. 149.223 Complete or Partial Loss of Contents, Damage, or Rifling Claims. Claims for complete or partial loss of contents, damage, or alleged rifling must be filed immediately. 149.23 Copies of Delivery Records. Customers may obtain copies of delivery records on numbered insured, COD, registered, and Express Mail shipments by sending a request to the post office of address. The request must include all mailing information such as article number, date mailed, names and addresses of mailer and addressee, and type of mailing (insured, COD, etc.). The fee is $6 for each copy of the delivery record requested and must be sent with the request. 149.24 Required Information 149.241 Evidence of Insurance, COD, or Registration. The customer must submit evidence that the article was an insured, COD, or registered mailing. Acceptable evidence includes either a. the original mailing receipt issued at the time of mailing (reproduced copies are not acceptable); or b. the wrapper, which must have the names and addresses of both the mailer and addressee and the appropriate mail endorsement indicating Postal Service handling as insured, COD, or registered mail. Note: Indemnity may be limited to $100 for insured, $50 for COD mail, and $100 for registered mail if only the wrapper is submitted as evidence. 149.242 Evidence of Value. The customer must submit evidence of value for all claims. All statements must be dated and signed by the maker. Acceptable evidence includes the following: a. Sales receipt. b. Invoice. c. Statement of value from a reputable dealer. d. Catalog value of a similar article. e. Statement describing the article lost or damaged, including where purchased, date, amount, and whether the article was new or used. If handmade, the price of material used and labor must be stated. The items must be described in sufficient detail for the postal data center (PDC) to determine that the value claimed is accurate. f. Paid repair bills, estimates of repair costs, or appraisals may be used instead of estimates of value in the case of claims for partial damage. When there is a possibility that the cost of repair exceeds actual value, other evidence of value may be required. g. Statement of cost for duplication and premium for surety bond when the claim is for loss of securities or certificates of stock. 149.25 Payable and Nonpayable Claims 149.251 Payable Claims. Subject to 149.252, insurance for loss or damage to registered, insured, or COD mail within the amount covered by the fee paid is payable for the following: a. Lost articles based on their actual value at the time and place of mailing. Depreciation is deducted for used items. b. Cost of repairing a damaged article or replacing a totally damaged article, not exceeding actual value of the article. c. Remittance due on a COD parcel for which no remittance has been received by the mailer. d. Death of bees, crickets, or baby poultry due to physical damage to the package or delay for which the Postal Service is responsible. In the absence of definite evidence showing responsibility for death of bees, crickets, or baby poultry, the Postal Service is presumed to be at fault if 10% or more are dead on delivery, and indemnity is paid for all dead bees, crickets, or poultry; otherwise, the Postal Service is not presumed to be at fault (see 149.252k, 149.252, and 124.63). e. Costs incurred in duplicating or obtaining documents, or their original cost if they cannot be duplicated. These costs include the following: (1) Cost of duplicating service. (2) Notary fees. (3) Bonding fees for replacement of stock or bond certificates. (4) Reasonable attorney's fees, if actually required to replace the lost or damaged documents. (5) Other direct and necessary expenses or costs, as determined by the Postal Service. f. The extra cost of gift wrapping, if the gift-wrapped article was enclosed in another container for handling in the mail. g. Cost of outer container, if specially designed and constructed for goods sent. h. The established fair market value of stamps and coins having philatelic or numismatic value, as determined by a recognized dealer of stamps or coins. i. Federal, state, or city sales tax paid on articles which are lost or totally damaged. j. Postage (not fee) paid for sending damaged articles for repair. The Postal Service must be used for this purpose. Other reasonable transportation charges may be included if postal service is not available. k. Photographic film and negatives are compensated for only at the cost of the film stock. No indemnity is paid for the content of the film nor for the photographer's time and expenses in taking the photographs. 149.252 Nonpayable Claims. Payment is not made in excess of the actual value of the article or in excess of the maximum amount covered by the fee paid. Indemnity is not paid in the following situations: a. The article was not rightfully in the mail. This includes parcels and COD articles sent to addressees without their consent for purposes of sale or on approval. b. The claim is filed more than 1 year from the date the article was mailed, the duplicate claim was filed later than 18 months from the date the article was mailed, or the appeal of the Postal Service decision is not filed within 3 months of the date of the original decision. c. Evidence of insurance coverage has not been presented. d. Loss, rifling, or damage occurred after delivery by the Postal Service. e. The claim is based on sentimental loss rather than actual value. f. The claim is for replacement value, and such value exceeds the actual value at the time and place of mailing. g. The loss resulted from delay of the mail. h. The claim is for consequential loss rather than for the article itself. i. The contents froze, melted, spoiled, or deteriorated. j. The damage consisted of abrasion, scarring, or scraping of suitcases, handbags, and similar articles which were not properly wrapped for protection. k. The death of baby poultry was due to shipment to points where delivery could not be made within 72 hours from the time of hatching. l. The death of honeybees, crickets, and harmless live animals was not the fault of the Postal Service (see 124.63). m. A failure on the part of the second party (the addressee if the claim is filed by the mailer, or the mailer if the claim is filed by the addressee) to fully cooperate in the completion of the claim. n. The article is so fragile as to prevent its safe carriage in the mail, regardless of packaging. o. Personal compensation for time required to replace lost documents. p. Damaged articles, mailing container, and packaging were not submitted to the Postal Service for inspection. q. The claim was submitted after the article had been transported outside of the mail by other carriers or by private conveyance. r. The damage was caused by shock, transportation environment, or x-ray, and no evidence of damage to the mailing container exists. s. The container and packaging were not submitted to the Postal Service for inspection on a partial or complete loss of contents claim. t. The mail article or part or all of its contents were officially seized while in the military postal system overseas. 149.26 Replacement Shipments. If a replacement shipment has been sent to a customer to replace the original article lost, "Replacement Shipment" must be indicated on the claim and a copy of the invoice evidencing the replacement must be attached to the claim form. 149.27 Estimates, Appraisals, and Depreciation 149.271 If necessary, the article may be returned to the customer by the Postal Service so that the customer may obtain an appraisal or estimate. Postal Service personnel must give and take receipts for damaged articles on Form 3831. The condition of the article must be noted on the receipt. 149.272 The Postal Service depreciates a used article either lost or damaged based on the life expectancy of the article. 149.28 Processing Claims 149.281 Post Offices, Classified Stations, and Branches. Post Offices, classified stations, and branches must do the following: a. Accept and process registered, insured, and COD claims upon the presentation of the required information. b. Assist customers in the preparation of claim form. c. Complete post office portion of the claim. d. Route completed forms in accordance with the type of claim being processed. 149.282 Quarterly Review. The manager, mailing requirements, or the consumer affairs representative (CAR) where the function has been assigned to the CAR, coordinates reviews of claims functions at the main office, stations, branches, and associate offices. The review must be conducted quarterly and whenever evidence indicates that delinquent forms exist at any location accepting claims. Conduct the review as follows: a. Count the claim forms, duplicate claims, Forms 1510, Forms 1510-A, and Forms 3811-A. Note the dates that the forms were received in the unit. Both 149.343b and 149.441b(5) require that delivery information be furnished within 5 days of receipt of the request. Requests not processed within 5 days are delinquent. Determine the percentage of delinquent requests. b. Check the COD file, comparing dates of money orders with dates of delivery, and note any delays. c. Check the files of Forms 3849 for proper completion. Compare date of receipt and date of return of each COD article to determine whether held beyond the maximum 30-day retention period. Note any irregularities. d. Determine the accessibility of delivery records to all employees who conduct searches. e. Select a representative sample of delivery units each quarter. Check on-hand COD articles, noting the dates when received in the unit. Articles retained more than 30 days must be recorded as irregularities. f. Discuss your findings with the postmaster, station/branch manager, or other supervisor who manages the claims and inquiry function. Jointly develop a plan of action to correct any irregularities. g. Provide a summary report for each site to the field director, marketing and communications, as well as the employee in charge of the unit that was reviewed. The report must list all noted irregularities and delinquent forms. Determine the cause of noted irregularities and delinquent forms and include a summary of the jointly developed plan of corrective action to be taken within a specified time. The field director, marketing and communications, is responsible for ensuring that the plan is immediately implemented. Whenever an accumulation of delinquent forms exists, it must be corrected immediately. h. Conduct the follow-up review after 15 days to determine the effectiveness of the action taken. If no irregularities are detected, schedule the next review semiannually. 149.283 St. Louis PDC/Office of Classification and Rates Administration. The St. Louis PDC (or the Office of Classification and Rates Administration, USPS Headquarters, at its discretion) adjudicates and pays or disallows all claims. 149.284 Appeals. Appeals are filed with the Director of the St. Louis PDC. If the Director of the PDC sustains the denial, the appeal may be forwarded to the Director, Office of Classification and Rates Administration, USPS Headquarters, for a final review and adjudication (see 149.91). 149.3 Insured and COD Claims 149.31 How to File 149.311 Required Forms. A customer may file a claim at any post office, classified branch, or station, Form 3812, dated May 1980 or later, must be used to request payment for the loss or damage of insured mail. A claim has not been filed until a completed Form 3812 has been accepted by the Postal Service. The form is a three-part snap-out set which includes one copy of Form 1510-A and one copy of Form 3841. Do not complete a separate Form 1510 or Form 3841 for insured or COD claims. Claims or inquiries involving registered COD mail must be submitted on Form 565, in accordance with 149.4. 149.312 Evidence of Loss or Damage a. Complete Loss Claims Filed by the Mailer. All mailers filing claims for complete loss of insured mail must provide proof that a loss has actually occurred before post offices accept a claim for indemnity. This proof may be supplied by any one of the following methods: (1) The mailer may obtain Form 3812 from any post office. The mailer must then complete this claim form and mail it to the addressee. Postal Service personnel must not mail the claim form for the mailer, but assistance in completing the form may be provided upon request. The addressee must complete items 15 and 19 on the claim form and return it to the mailer. If the addressee has signed the claim form and indicated the article was not received 30 days or more after the date of mailing, the mailer may then take the claim form, along with the original mailing receipt, to a post office and file the claim. (2) If the mailer is unable to obtain the cooperation of the addressee in signing the Form 3812 for numbered insured articles or, if he or she prefers, the mailer may send a check or money order for $6 to the post office of address and request a copy of the delivery record, provided 30 days or more have elapsed since the date of mailing. Such requests for delivery records must contain the date the article was mailed, the insurance number, and the complete name and address of the mailer and addressee (see 149.23). (3) If the mailer receives a notice from the post office of address that a delivery record is not on file, the mailer may take this notice and original mailing receipt to any post office and file a claim for loss. Post offices accepting such claims must attach a copy of the notice from the addressee post office to the Form 3812 claim set and send them to the St. Louis PDC for adjudication. (4) If the mailer has written and signed documentation (such as a letter dated at least 30 days after the date of mailing) from the addressee stating the addressee did not receive the article, the mailer may take that documentation to a post office, along with the original mailing receipt, and file a claim. The Postal Service employee must attach the documentation, or a copy of it, to the claim form. b. Complete Loss Claims Filed by the Addressee. An addressee may file a claim for the loss of an insured article, if the addressee presents the following to the post office accepting the claim: (1) The original mailing receipt. Copies of original mailing receipts are not acceptable. (2) A Form 3812 which has been signed by the mailer and on which the mailer has designated the payee. (3) Evidence of value. Note: If the addressee does not have all the above information, only the mailer is allowed to file a claim for loss of an insured article. c. Complete or Partial Loss of Contents. For complete or partial loss of contents claims, the container and packaging must be presented to the Postal Service for inspection when the claim is filed. Exception: The claimant may submit Form 673 or Form 3760 (which was received from the Postal Service) to file a claim. d. Damage Claims. If the addressee files the damage claim, he or she must present the article with the mailing container and packaging to the Postal Service for inspection. If the mailer files the claim for partial loss or damage, the mailer's post office sends the addressee Form 3862. The addressee then must present the mailing container and packaging to the Postal Service for inspection. 149.313 How to Complete Form 3812 a. Customer Action. Type or print legibly with a ballpoint pen (press hard). Fill out items 1-19 and the lower portion (marked "Postal Insurance Claim Identification") of the form. If you need help, the accepting postal employee may assist you. Items 1-19 should be completed as follows: Item 1. Check appropriate block indicating reason for claim. (1) Complete Loss. Article not delivered. (2) Complete Loss of Contents. Article or wrapper delivered, all contents missing. (3) Partial Loss. Article delivered, some contents missing. (4) Complete Damage. Article delivered, all contents damaged. (5) Partial Damage. Article delivered, some contents damaged. (6) No COD Remittance. Mailer did not receive money order for article mailed. Item 2. Indicate type of mail and insured or COD number, if appropriate. Item 3. Indicate special delivery, if applicable. Item 4. Indicate use of Priority (First-Class zone-rated) Mail, if applicable. Item 5. Enter city, state, and ZIP Code of mailing post office (not necessarily the post office where the claim is being filed). If the package was mailed at a station or branch, use the appropriate ZIP Code. Item 6. Enter city, state, and ZIP Code of post office of address. Item 7. Enter the date the package was mailed. (Six digits: month, day, and year; i.e., January 28, 1991: 01-28-91.) Item 8. Enter the date the claim is being filed. (Six digits: month, day, and year.) Item 9. Enter the amount of postage paid, including special fees such as special delivery or special handling. Item 10. Enter amount of insurance fee paid. Items 11 and 12. Names and addresses of mailer and addressee. The mailer must indicate the payee by checking the payee block in either item 11 or 12. The name of the payee indicated in items 11 or 12 must agree with the payee shown in the "Mail Check To" portion of the identification slip. Item 13. Describe the articles lost or damaged. Indicate the purchase price, the approximate year of purchase, whether the article was new or used or, if handmade, the price of materials used and labor expended. Describe the items in sufficient detail for the PDC to determine that the value claimed is not excessive. If necessary, attach a supplementary sheet of paper to the claim form. Item 14. Enter the total amount claimed, excluding postage. Item 15. Completed by Addressee Only. Indicate whether the article was received or refused. Item 16. Completed by Addressee Only. Complete for COD mailings only. Item 17. Complete only if package was commercially insured. Include policy number, name and address of insurance company, and amount of deductible, if appropriate. Item 18. If the mailer is filing the claim, the mailer must sign, date, and enter his or her telephone number in the appropriate block. If the claim is being filed by a business firm, the firm name should be entered in the signature block and the firm's representative must sign the block labeled "BY." Item 19. If the addressee is filing the claim, the addressee must sign, date, and enter his or her telephone number in the appropriate blocks. If the claim is being filed by a business firm, the firm name should be entered in the signature block and the firm's representative must sign the block labeled "BY." b. Accepting Employee Action (1) Type or print legibly with a ballpoint pen (press hard). (2) Complete items 1-10, if the customer has not already done so. (See 149.313a for detailed instructions.) (3) Verify entries in items 2-6 and 8-10 by comparing information with that which is on the original mailing receipt. (4) If necessary, assist the claimant, to the extent possible, in completing items 11-14 and items 17, 18, or 19. (5) Complete items 20-22 as follows. Item 20: date-stamp with the signature of postal employee accepting the claim. Item 21: check the appropriate block to indicate evidence of insurance; endorse the original insurance receipt and/or wrapper "Claim Filed," date-stamp, and initial it; return it to the customer and instruct him or her to keep it until the claim is settled. Item 22: Fill in location of the damaged article. (a) If the customer has the damaged article, he or she must show it and the packaging to the accepting postal employee to verify actual damage. If the mailer files the claim for partial loss or damage, the mailer's post office sends the addressee Form 3862. The addressee then must present the mailing container and packaging to the Postal Service for inspection. (b) If the claim is for partial damage, check the appropriate block to indicate the location of the article. Under no circumstances should the accepting postal employee arrange to have the article repaired. (c) If the claim is for complete damage, disposition of the article is at the option of the Postal Service (see 149.7). (6) Review the Form 3812 before the customer leaves to ensure that: (a) Other identification (invoice numbers, etc.) and name and address of payee, as designated by claimant, is on the lower portion of the form. (b) The mailer has designated the payee (for exceptions, see 149.333e(2)) and signed the claim form. (c) All necessary supporting documents (bill of sale, invoice, repair bill or estimate of repairs, and evidence of loss) are attached to the back of the claim form. 149.32 Disposition of Damaged Article. See 149.7. 149.33 Processing Form 3812 149.331 Accepting Employee. The accepting employee must forward the partially completed claim form, with the available supporting documentation, to a. the claims and inquiry section, if one exists, or b. the employee in the post office who has been designated to handle insurance claims. 149.332 Final Preparation. Complete final preparation of the claim form at the accepting post office as follows: a. Enter the claim number. The claim number is composed of the 6-digit post office finance number and a 3-digit sequential number beginning with 001 and continuing through 999. For APOs, the claim number is the number (7) plus the unit's ZIP Code. For FPOs, the claim number is the number (7) plus the unit's 5-digit UIC number. Both APOs and FPOs follow this with a 3-digit sequential number beginning with 001 and continuing through 999. When the total claims initiated reaches 999, begin again with 001. b. Check the appropriate box in the "Forward To" block to indicate to whom the claim form is to be forwarded. c. Detach and file copy 3 of the claim form set (Form 3841) alphabetically by mailer's name. 149.333 Forwarding Claims a. Loss of Numbered Insured Articles by the Mailer. If the addressee has signed the Form 3812 indicating nonreceipt of the article, or there is written documentation that a loss has occurred, attach a Form 3861-A and send the entire claim form, with the evidence of loss attached, to the post office of address. Do not remove the copy of Form 1510-A from the claim set. Claim form sets for lost numbered insured articles being forwarded to FPOs must include the unit or ship designation in the mailing address. b. Loss of Numbered Insured Articles Filed by the Addressee (1) If the article was addressed for delivery at the same post office where the claim is being filed, search your delivery records and annotate your findings in item 23 on Form 3812, and send the claim form set to the St. Louis Postal Data Center. (2) If the article was addressed for delivery at a post office other than the one where the claim is being filed, attach a Form 3861-A, and send the claim form set to the post office of address for search of delivery records. c. Loss of Unnumbered Insured Articles or Numbered Loss Claims with the Postal Service Notification the Article Was Not Delivered. Send Form 3812, with Form 1510-A attached, directly to the St. Louis PDC for adjudication. Make sure the evidence of loss, or a copy of it, accompanies the claim. d. COD or Damaged Insured Articles (1) Select the appropriate form letter of instructions and attach it to the front of the claim form set as follows: (a) Form 3861. (b) Form 3862. (c) Form 3863. (2) Prepare a preaddressed penalty reply envelope as follows: DIRECTOR POSTAL DATA CENTER US POSTAL SERVICE PO BOX 80143 ST LOUIS MO 63180-9143 (3) Attach the envelope to the claim form set. Send COD claims for loss to the addressee and the copy of Form 1510-A to the post office of address for search of delivery records. Send damage claims to the second customer (either the mailer or addressee). e. Exceptional Damage Claims (1) If the claimant has possession of the damaged article and submits proof that it was received by the addressee in a damaged condition, or that it was returned from the office of address as undeliverable, do not send the claim form to the addressee. Forward it directly to the St. Louis PDC for adjudication. (2) If the addressee has paid for repair to a partially damaged article, mail the claim directly to the St. Louis PDC without the statement or signature of the mailer, provided you can determine from the insurance endorsement on the wrapper that the insurance fee paid was sufficient to have purchased insurance to cover the cost of repairs. Otherwise, forward the claim to the mailer for his or her evidence of insurance in accordance with 149.333d. 149.34 Additional Post Office Responsibilities 149.341 General Assistance to Customer a. Claim Form Initiated at Another Office. If a customer comes into your office with any one of the form letters mentioned in 149.333d and a partially completed Form 3812, follow these procedures: (1) Read carefully the form letter which transmitted directions to the customer. (2) Assist the customer in completing his or her portion of the Form 3812 in accordance with the directions in the form letter. (3) Place the completed Form 3812 and all other material which the customer has received in the preaddressed PDC envelope and mail. b. Verifying Insurance Receipt. When the addressee has filed a damage claim and the amount of indemnity claimed exceeds $50 on insured claims or $10 on COD claims, the mailer must present his or her original insurance receipt for verification. Verification may be accomplished at any post office, classified station, or branch. Reproductions of receipts are not acceptable. Accept the insurance receipt, the partially completed Form 3812, and the form letter of instructions from the mailer. Follow these procedures: (1) Read carefully the form letter which transmitted directions to the customer. (2) Complete items 9 and 10 on Form 3812 (see 149.313a). (3) Assist the customer in completing his or her portion of the Form 3812 in accordance with the directions in the form letter. (4) Endorse the insurance receipt "Claim Filed," date-stamp, and initial. Return the receipt to the customer and instruct him or her to keep it until the claim is settled. (5) Place the completed Form 3812 and all other material which the customer has received in the preaddressed PDC envelope and mail. 149.342 Inquiries and Duplicate Claims a. Initiating Post Office. If a customer inquires, in person or by telephone, about the status of a claim, first ensure that the required time has elapsed for a duplicate claim (45 days). If the required time has elapsed, prepare and process a duplicate claim as follows: (1) For Duplicate Claims Filed in Person (a) Check to see that the original mailing receipt has been properly annotated to indicate an original claim was filed. If it does not so indicate, a duplicate claim cannot be filed, and original claim procedures must be followed. (b) Use the information on the original Form 3841 to complete as much of the duplicate Form 3812 as possible. Enter the same claim number, date mailed, and claim date that appeared on the original Form 3812. Obtain the signature of the customer who initiated the original claim. (2) For Duplicate Claims Filed by Telephone (a) Obtain mailing particulars from the customer and check your Form 3841 file for a record of an original claim. If a Form 3841 is found, complete a duplicate claim, using all of the same information contained on the Form 3841. Endorse item 18, "Signature of Mailer," or item 19, "Signature of Addressee," as appropriate, with the words "accepted by telephone" and the date the duplicate was initiated. It is not necessary to verify the customer's original mailing receipt. (b) If a Form 3841 is not on file, call the customer and advise that there is no record of a claim having been filed. Ask the customer to come into the post office with the original mailing receipt (a copy is not acceptable). When the customer comes into the post office, see if the receipt has been annotated to show that an original claim was filed. If it is annotated, complete a duplicate claim. If the receipt is not annotated, a duplicate claim cannot be accepted and original claim procedures must be followed. (3) Procedures for Completing All Duplicate Claims (a) Mark "Duplicate" at the top of the Form 3812. Date-stamp item 20 and sign. (b) Annotate "Duplicate Claim Initiated (date)" on the original Form 3841. Do not detach the Form 1510-A or Form 3841 from the duplicate claim form set. (c) Forward the entire package to the post office which serves the second customer. (d) On claims for loss of insured articles, it is not necessary to again obtain evidence that the addressee had not received the article. This was provided when the original claim was filed. b. Receiving Post Office. Upon receipt of a duplicate claim form set, the post office which serves the second customer must take the following action within 5 days: (1) Verify delivery records for numbered insured or COD mailings. (2) Make a positive effort to contact the addressee to verify delivery or nondelivery of all COD claims for complete loss (a phone call is acceptable). Check post office records of parcels returned to the mailer. Annotate the findings, including telephone information, in item 23 of Form 3812. Detach Form 3841 and file alphabetically by mailer's name. Send claim to the St. Louis PDC for adjudication. (3) For damage or partial loss claims, obtain the required information and signatures. Detach Form 3841 and file alphabetically by mailer's name. Send claim to the St. Louis PDC. (4) Do not allow duplicate claims to be removed from Postal Service control. 149.343 Verifying Delivery. Verify delivery records on all numbered insured and COD loss claims. (Do not verify delivery records on unnumbered loss and damage claims.) Follow these procedures: a. Accepting Post Office (1) Numbered Insured. Send the complete claim form set (Form 3812 and Form 1510-A), with the evidence that the addressee did not receive the article, directly to the post office of address. (2) COD Loss. Detach the first copy of Form 1510-A from the claim set (Form 3812), date-stamp and mail to the postmaster at the office of address. Mail the remainder of the claim set to the addressee (see 149.333d). b. Postmaster at Post Office of Address. Upon receipt of a Form 1510-A or the claim form set from the accepting postmaster, take the following action within 5 days: (1) Check Delivery Record. Check delivery record, Form 3849 or Form 3883, to verify whether or not the article was delivered. When COD claims are received, search the tag file; if no record is found, search the file of Forms 3849 at main office, station, or branch involved. Check delivery records beginning the date of mailing and continuing for the next 60 calendar days. Follow these procedures, as appropriate: (a) No Record. If there is no record of delivery, annotate the right-hand blank portion of the Form 1510-A or item 23, "No Record," on Form 3812, initial, and date-stamp. (b) Record Is Found. If there is a record of delivery, date-stamp, write the date of delivery, to whom delivered, indicate any unusual delivery conditions, whether payment was made by check, the check number, and the date the check was mailed. Where appropriate, furnish the money order numbers. If none were issued, so indicate. Attach a copy of the mailer's request to authorize a change to COD charges or the addressee, if applicable. (c) Parcel Returned or Refused. If the parcel (insured or COD) was returned to sender or refused, indicate this on the right-hand blank portion of the Form 1510-A or in item 23 on Form 3812. Date-stamp and return to the mailing postmaster for verification of return. The mailing postmaster indicates (also on the right-hand blank portion of Form 1510-A or in item 23 of Form 3812) whether he or she has a record of return, provides the date returned to the sender, and date-stamps. (d) Article Forwarded. If the article was forwarded to another post office, show the forwarding address and date on the 1510-A. Send the 1510-A to that office. (2) Signature. The signature of the searching employee must be placed by the office date stamp. (3) Forwarding. Batch and return Forms 1510-A and Forms 3812 claim form sets daily to the St. Louis Postal Data Center, U.S. Postal Service (for address, see Address List in Appendices). 149.4 Registered Mail and Registered COD Claims 149.41 Claim Filing Instructions 149.411 Required Forms. Except for articles registered in conjunction with merchandise-return service, a customer may file a claim at any post office, classified station, or branch. Claims for articles registered in conjunction with merchandise-return service may only be filed by the merchandise-return permit holder and the claims must be filed only at the post office where the merchandise-return permit is held. Form 565 (May 1984 or later) must be used to file a claim for loss or damage of registered mail insured by the Postal Service. Also use Form 565 to file a claim for loss or damage of registered COD mail. Do not complete a separate Form 1510-B or Form 3841-A for registered claims. A claim has not been filed until a completed Form 565 has been received by the Postal Service. 149.412 Evidence of Loss or Damage a. Claims for Complete Loss Filed by the Mailer. All mailers filing claims for complete loss of registered mail must provide proof that a loss has actually occurred before a post office accepts a claim for indemnity. Except for articles mailed with merchandise-return service, proof may be supplied by any of methods (1) through (4), below. For matter registered in conjunction with merchandise-return service, proof must be supplied by the method in (5), below. (1) The mailer may obtain Form 565 from any post office. The mailer must then complete the Form 565 and mail it to the addressee. Postal Service personnel must not mail the claim form for the mailer but, upon request, provide assistance in completing the form. The addressee must complete items 10 and 11 on Form 565 and return it to the mailer. If the addressee has signed the claim form and indicated the article was not received 15 days or more after the date of mailing, the mailer may then take the claim form, along with the original mailing receipt, to a post office and file the claim. (2) If the mailer is unable to obtain the cooperation of the addressee in signing Form 565 for a registered article or, if he or she prefers, the mailer may send a check or money order for $6 to the post office of address and request a copy of the delivery record, provided 15 days or more have elapsed since the date of mailing. Any such request for a delivery record must contain the date the article was mailed, the registered number, and the complete name and address of the mailer and addressee (see 149.23). (3) If the mailer receives a notice from the post office of address that a delivery record is not on file, the mailer may take this notice and original mailing receipt to any post office and file a claim for loss. The post office accepting the claim must attach a copy of the notice from the addressee post office to the Form 565 claim set and send them to the St. Louis PDC for adjudication. (4) If the mailer has written and signed documentation (such as a letter dated at least 15 days after the date of mailing) from the addressee stating the addressee did not receive the article, the mailer may take this documentation to a post office, along with the original mailing receipt, and file a claim. A Postal Service employee must attach this documentation, or a copy of it, to the claim form. (5) The merchandise-return service permit holder must request that the customer complete items 2 through 9 of Form 565, and return it, along with the original mailing receipt, to the permit holder. The permit holder must complete items 10 and 11 and submit the completed form, along with the original mailing receipt, to the post office where the permit is held. The date in item 11 must show that 15 days or more have elapsed since the date of mailing. b. Claims for Complete or Partial Loss of Contents. The container and packaging must be presented to the Postal Service for inspection when the claim is filed. Exception: The claimant may submit Form 673 or Form 3760 (which was received from the Postal Service) to file a claim. c. Claims for Damage. If the mailer files a claim for partial loss or damage, either the mailer or the addressee must present the mailing container and packaging for inspection. 149.413 How to Complete Form 565 a. Customer Action. Type or print legibly with a ballpoint pen (press hard). Fill out items 2 through 9 and the lower portion (marked "Registered Mail Claim Identification") of the form. If you need help, the accepting postal employee may assist you. Complete items 2 through 9, as follows: Item 2. Enter the name, address, and ZIP Code of the mailer. Item 3. Enter the name, address, and ZIP Code of the addressee. Note: Be sure to check the "Payee" block in either item 2 or 3 to indicate who should receive the indemnity payment. Item 4. Enter the register number. Item 5. List and describe the lost, missing, or damaged articles. For damage claims, describe packaging in detail. Item 6. Enter the total amount claimed, excluding postage. Item 7. Check the appropriate block to indicate the type of claim. Item 8. For damage claims only, list location of the damaged articles. Item 9. Mailer must sign, date, and enter telephone number on the claim form. b. Endorsements and Signatures (items 9 or 11, 22, or 27). The accepting post office employee endorses the customer's original mailing receipt "Claim Filed," then dates and signs. Return the receipt to the customer with instructions to keep it until the claim is settled. Make sure the customer has completed item 9 or 11, whichever is appropriate. Also, the postmaster, or his or her designated representative, dates and signs the form in either item 22 or 27, whichever is appropriate. c. Claim Identification. The claimant must complete the identification section at the bottom of the claim form. The individual listed on the identification section must be the person listed in either item 2 or 3. 149.42 Disposition of Damaged Article. See 149.7. 149.43 Processing Form 565. Send claim form and documentation to the second post office for completion of the claim form. 149.44 Additional Post Office Responsibilities 149.441 Claim Form Initiated at Another Office a. Mailing Office (Sent from Address Office) (1) Request the mailer to appear with the necessary documentation. Do not release the claim form to the mailer. (2) Complete claims for damaged registered articles received from the office of address by having mailer sign, date, and enter his or her telephone number on the claim in item 9. Complete items 12 through 22. (3) Endorse the original registered mail receipt "Claim Filed," date, and sign. Return the receipt to the customer and instruct him or her to keep it until the claim is settled. Customers using firm mailing books must submit the original copy. Reproduced copies are not acceptable. (4) If the form is complete (including those claims for registers declared at "No Value"), process as follows (do not separate parts of form remaining): (a) Forward all claims for alleged wrong delivery, alleged rifling, and no-value loss to the local postal inspector-in-charge. Endorse the envelope, "Form 565." The rifled envelope or package must accompany the claim file. (b) Send claims for damage and for loss with value to: DIRECTOR POSTAL DATA CENTER US POSTAL SERVICE PO BOX 80143 ST LOUIS MO 63180-9143 (Endorse envelope, "Form 565.") b. Address Office (claim sent from mailing office) (1) When a claim is for loss, search files (Forms 3849, Forms 3883, Forms 3867 and manifold bills) for record of receipt and/or delivery and endorse claim form to indicate results (item 24). (2) If the claim is for damage and the addressee has possession of the damaged article, the article and the packaging must be presented for inspection and retained by the post office until released by the PDC. (3) Complete Form 565 (items 23 through 27). (4) If Form 565 is incomplete, return it to the postmaster at the office of mailing. If Form 565 is complete, follow instructions in 149.441a(4)(a) or 149.441a(4)(b) for disposition. (5) All portions of the claim form must be completed within 5 days after receipt and forwarded to the St. Louis PDC or the Inspection Service, whichever is applicable. 149.442 Inquiries and Duplicate Claims a. Inquiries (1) Memorandum. Provided that at least 3 months have elapsed since the claim was initiated, but not more than 18 months from the date the article was mailed, process the customer's inquiry by sending a memorandum requesting status to the Postal Data Center in St. Louis. The memorandum must identify the nature of the claim, registration number, the name and addresses of both mailer and addressee, the date of mailing, and the date the claim was filed. The memorandum is sent to the St. Louis Postal Data Center, U.S. Postal Service (for address, see Address List in Appendices). (2) Follow-ups. Depending upon the response from the PDC, proceed as follows: (a) If the PDC indicates that the claim has been received, annotate the Form 3841-A and inform the customer who initiated the inquiry. (b) If the PDC has no record of the claim, it provides further instructions. b. Duplicate Claims (1) Restrictions. Duplicate claims must not be accepted or submitted unless requested by the St. Louis PDC or the Office of Classification and Rates Administration, USPS Headquarters. (2) Processing Duplicate Claims. When instructed, the initiating post office must prepare and process a duplicate claim, as follows: (a) Use the information on the original Form 3841-A to complete as much of the duplicate Form 565 as possible. The signature of the customer who initiated the claim and the supporting documents are necessary. (b) Mark "Duplicate" at the top of the Form 565. (c) Annotate the original Form 3841-A to indicate that a duplicate claim has been initiated and the date forwarded to the second post office. (d) Process through normal channels. 149.5 Express Mail Claims 149.51 How to File 149.511 Who May File. Claims for complete loss may be filed only by the mailer. Claims for damage or partial loss may be filed by either the mailer or the addressee (see 295 and 296). 149.512 Required Forms. Claims for loss or damage filed by the mailer must be filed on Form 5690. A claim has not been filed until a completed Form 5690 has been accepted by the Postal Service. 149.513 When to File a. Loss Claims. Claims for loss may be filed no earlier than 7 days following the date of mailing, 45 days after the date of mailing for articles with COD service. All claims must be filed within 90 days from the date of mailing. b. Damage Claims. Claims for damage or partial loss should be filed immediately, but must be filed no later than 90 days from the date of mailing. Claims filed by the addressee must be returned to the post office of mailing for signature by the mailer, designation of the payee by the mailer, and inclusion of the customer receipt copy of the mailing label. 149.514 Required Information a. General. The mailer or addressee must present the damaged article and packaging at the post office when the claim is filed. The mailer must also provide the customer receipt copy of the mailing label at the time the claim is filed, or when the claim is returned from the post office of address for signature by the mailer. The customer receipt copy of the mailing label must be attached to the claim form at the time the claim is filed (see 296). If the article was sent Express Mail COD, the mailer must also provide the original COD receipt. Endorse the COD receipt "Claim Filed," date-stamp, and initial. Return the COD receipt to the customer and instruct the customer to keep it until the claim has been settled. b. Merchandise and Document Reconstruction. In the event claims are required for both merchandise insurance and document reconstruction insurance on the same shipment, two Forms 5690 must be completed and processed. Complete documentation must be attached to each claim form, supporting the type of loss or damage claimed. The two claims must be submitted together. 149.515 Verifying Delivery. Verify delivery records on all Express Mail claims. Attach a copy of the delivery receipt to the claim form. Search COD tags for records of delivery of Express Mail COD shipments. If no record is found, search Express Mail delivery receipts. 149.52 Disposition of Damaged Article. See 149.7. 149.53 Adjudication. The St. Louis PDC (or the Office of Classification and Rates Administration, USPS Headquarters, at its discretion) adjudicates and pays or disallows all Express Mail claims. 149.6 Sample Claims 149.61 Who May File 149.611 Any COD mailer may request permission from the manager, Claims and Inquiry Branch, Postal Data Center (PDC), P.O. Box 80143, St. Louis, MO 63180-9143, to file under these alternative procedures. The manager approves the request when it is the most cost-efficient method of processing the mailer's claims, according to the standards in 149.612. Mailers are encouraged to participate in this program, because of the following benefits: a. Fewer individual claims need to be presented by the mailer. Since claims filed by most large mailers are computer-generated, the savings to mailers may be significant. b. No inquiries or follow-up claims have to be filed by the mailer. This saves the mailer time, and also reduces overall costs incurred in filing claims. c. The use of sampling procedures in lieu of processing individual claims minimizes the costs to the Postal Service. 149.612 If the manager, Claims and Inquiry Branch, determines that use of the sampling procedure is not the most effective and efficient method of processing the mailer's claims, the manager notifies the mailer, and instructs the post office to process the claims individually. Consider the following general criteria in making the decision: a. Expense to the mailer. b. Expense to the Postal Service. c. Expedition of the claims process. d. Availability of labor and resources to process the claims at the accepting post office. e. Whether use of the sampling procedure results in an accurate determination of the Postal Service's responsibility for indemnification of the claimant. f. Other interests of the Postal Service. 149.613 Claimants have the right to appeal the manager's determination in accordance with 149.91. 149.614 Mailers who file claims under the provisions of this section are deemed to have consented to adjudication of those claims as prescribed in 149.64. 149.62 Procedures for Filing Claims Under a Sampling Agreement 149.621 List of Claims and Number of Articles Mailed. The claimant must present a list of all COD items eligible for adjudication to the claims and inquiry section of any post office, or the employee in a post office who has been designated to handle indemnity claims. The list must conform with the following conditions: a. For each claimed item, the list must contain the COD number followed by the name and address of the addressee, date of mailing, postage, fee, and amount due sender. All items must be listed by COD number, in ascending numerical order. b. The list must contain all claims for the period covered by the list. No additional claims for articles mailed during that timeframe may be submitted. No additional claims may be filed under these procedures until any previous claims under these procedures have been completed. A mailer may not submit more than three groups of claims under these procedures annually. c. The list must contain a summary sheet showing the total number of claims and total amount due the sender. d. The claimant must submit a statement showing the total number of COD articles mailed during the time period represented by the sample. 149.622 Computing the Number of Claims to be Sampled. The postmaster sends a memorandum requesting the number of claims to be sampled to the manager, Claims and Inquiry Branch, Postal Data Center (for address, see Address List in Appendices). This memorandum must contain the name and address of the mailer, the total number of claims on the list, and the names and phone numbers of the employees primarily responsible for processing the sample. In addition, the postmaster must include in the memorandum submitted to the St. Louis PDC a copy of the mailer's statement showing the total number of COD articles mailed during the time period represented by the sample. Upon receipt of the memorandum, the St. Louis PDC applies the sampling method commonly referred to as "Sampling for Estimation of Proportions" to determine the number of claims to be sampled, the first claim to be sampled, and the sampling interval to identify the subsequent claims to be sampled. Note: Under the procedure, "Sampling for Estimation of Proportions," an assumed approximate proportion, confidence level (95%), and target precision level, allow a computation of a required sample size from a finite universe of specific size. A systematic random sampling procedure is effected, with the sampling interval being the largest integer not exceeding the ratio of universe to sample size. The manager, Claims & Inquiry Branch, at the St. Louis Postal Data Center (PDC), issues a memorandum to the postmaster showing the total number of claims to be sampled, the first claim on the list to be sampled, and the interval for sampling the remaining claims. Upon receipt, the postmaster must provide a copy of the memorandum to the claimant. The manager, Claims & Inquiry Branch, coordinates the sample and provides additional instructions to the post office. 149.623 Marking the List of Claims. The claims and inquiry employee must mark the list showing all claims to be sampled, starting with the first claim specified by the memorandum. The marked list must be returned to the mailer. 149.624 Completion of Claim Forms. Using the marked list, the mailer must complete the portions of the claim Form 3812, usually completed by customers who file individual claims (see 149.313), for each claim to be sampled. Information on the claim form must be identical to the entries on Form 3877 or its facsimile. The actual date of mailing must be used. In addition, the claimant is required to complete other portions of the form (for example, inserting the claim number and special identification marking by computer). The name and address of the mailer shown on the Form 3877 and Form 3812 must be the same as the name and address of the mailer shown on the COD tags. 149.625 Submission of Claim Forms. Mailers should return the marked list and completed claim forms (along with proof of mailing) within 2 weeks of receipt of the marked list. Mailers must submit claim forms in the same order as they appear on the list. At the same time, mailers must also provide a separate list of the claims to be sampled. In addition, mailers are encouraged to provide the post office with a set of address labels showing the complete names and addresses of the addressees. These labels expedite sending the inquiry portion of the claim form to the addressees. 149.63 Partial Payment. A partial payment, based on those COD claims that can be verified by the addressee post office, generally is made 45 to 60 days after the claims have been sent to the addressee post office for verification. In determining partial payment, the PDC must follow the guidelines for adjudication in 149.641 and 149.642. 149.64 Adjudication 149.641 Computation of Payable Claims. The St. Louis PDC is responsible for determining the number of payable and nonpayable COD claims under the sampling procedures, after receipt of the verification process completed by the local post office. a. The PDC determines the payment due the claimant by multiplying the percentage of claims found to be payable by the number of claims submitted, and then multiplying the result by the average value of payable claims sampled. For the partial payment, the PDC determines the partial payment due the claimant by multiplying the percentage of claims found to be payable at that time by the number of claims submitted, and then multiplying the result by the value of the smallest payable claim sampled. b. Before determining payment due claimant, the PDC adjusts the total number of claims by (1) subtracting any articles or contents returned to sender without a COD tag and (2) subtracting, from the total due any sender, checks made out to the mailer which are discovered. These checks count as payable claims and are given to the mailer. 149.642 Notification of Results. The St. Louis PDC must prepare a report to the mailer showing the following: a. Number of claims submitted by the mailer. b. Number of claims deducted from the total number submitted by the mailer and the reason for the deduction. c. Number of payable claims in the sample. d. Number of nonpayable claims in the sample. e. Percent of payable claims. f. Number of payable claims from the total number of claims submitted by the mailer. g. Average value of claims in the sample less the COD fee. h. Number and dollar value of any checks and money orders submitted by COD recipients. i. Total amount due the mailer. j. Partial payment already made. k. Balance due mailer. 149.643 Mailer Review a. The Postal Data Center (PDC) issues a check for the balance due the mailer along with the report provided in 149.642. Upon review of the report, the mailer has the option of reviewing the results of the addressee post office's search of delivery records shown on disallowed completed claim forms. The mailer must exercise this option within 2 weeks of receipt of the report and check from the PDC. Failure to do so constitutes the mailer's concurrence with the report provided by the PDC. b. Photocopies of completed claim forms or delivery records cannot be provided to mailers. This review of the nonpayable claims must take place with postal personnel at the post office where the claims were filed prior to the issuance of a check. If a discrepancy is noted, the check should be returned to the PDC showing the reason for the discrepancy. The PDC reissues a check after the discrepancy is resolved. The cashing of the check for the balance due by the mailer constitutes the mailer's concurrence with the report provided by the PDC. 149.644 Appeal. If any discrepancies cannot be resolved, the mailer may appeal the decision in accordance with 149.91. 149.65 Exhibit 149.65. Exhibit 149.65 contains a sample schedule for completion of this process. Any individual claim may take more time or less to complete each stage of the process. Exhibit 149.65 Time Limits for Completing Claims Sample ] ActionTime Limit 1.Mailer submits list of claims.Within 1 yr. of date of mailing. 2. Post office sends memorandum to Headquarters and St. Louis PDC.Within 3 days of receipt of list of claims from mailer. 3. Headquarters responds.Within 1 week of receipt of notification. 4. Post office provides copy of response to mailer.Immediately upon receipt. 5. Post office marks list of claim forms and returns to mailer.Within 1 week of receipt of response. 6. Mailer completes claim forms and returns claims and list to post office. Within 2 weeks from receipt of marked list. 7. Verification of claim forms. Immediately upon receipt. 8. Initial processing of claims by accepting post office.Within 2 weeks of receipt from mailer. 9. Duplicate claims completed and processed by accepting post office.30 days after last claim is processed, complete and process immediately. 10. Partial payment issued.Within 45 to 60 days from beginning of sampling. 11. Final claims action.2 weeks after last duplicate claim is processed, begin telephone inquiries. 12. Adjudication and preparation of report and check by St. Louis PDC.2 weeks. 13. Mailer review of report.Immediately upon receipt. 14. Mailer review of claim forms (optional). Within 2 weeks of notification to St. Louis PDC. 15. Issuance of check.Immediately. Exhibit 149.65 Time Limits for Completing Claims Sample] 149.7 Disposition of Damaged Articles. For a completely damaged article which has little or no salvage value (such as smashed glassware), allow the customer to retain the article if he or she so desires; otherwise, destroy it. If the completely damaged insured, COD, or Express Mail article has salvage value, retain it for 90 days, then forward it to your dead parcel branch (see 159.521b) on the next weekly dispatch. Use Form 3831. If the customer's claim is denied, the article must be returned upon request. For registered mail damage claims, the article and the packaging must be retained and protected at the post office until released by notification from the St. Louis PDC. 149.8 Payment Conditions, Recovery of Articles, and Reimbursement 149.81 Payment Conditions 149.811 Insufficient Fee. If, through established error by the Postal Service, a fee was charged which was less than that required to cover the amount of insurance coverage requested at the time of mailing, the mailer may be permitted to pay the deficiency in fee. Indemnity may be paid within the limit fixed for the higher fee. This only applies to the insurance fee when the article is insured. An additional fee may not be paid to register an article previously insured or to increase the indemnity on the registered article. 149.812 Loss or Total Damage. If the insured, registered, or COD article was lost or the entire contents totally damaged, the payment includes an additional amount for the postage (not fee) paid by the mailer. 149.813 Mailer and Addressee Claim Insurance. If both mailer and addressee claim insurance, they should decide between themselves who should receive payment. If no agreement is reached, payment is made to the mailer, if a payment is due. 149.814 Incompetent or Deceased Payee. If the payee is incompetent or deceased, payment is made to the legal representative. If there is no legal representative, payment is made to such relative or representative of the payee as is entitled to receive the amount due, in accordance with applicable state laws. 149.82 Disposition of Recovered Article. When a lost registered, insured, COD, or Express Mail article is recovered, the payee may accept the article and reimburse the Postal Service for the full amount paid if the article is undamaged, or for such other amount as may be determined by the Director, Office of Classification and Rates Administration, USPS Headquarters, if the article is damaged, has depreciated in value, or the contents are not intact. 149.83 Reimbursements 149.831 Reimbursement Tendered. If reimbursement is tendered representing an overpayment, erroneous or improper indemnity claim payment, or a voluntary indemnity refund, postal personnel must accept it and issue a receipt. Send all reimbursements to the St. Louis PDC, with all claim-identifying information. Personal checks, money orders, or other negotiable instrument should be made payable to the Postal Service. If the instrument is made payable to the postmaster, he or she must sign his or her name and restrictively endorse it "Pay to Postal Service" and forward as above. Do not mark any entry in the cashbook. 149.832 Reimbursement Not Tendered. When an overpayment or erroneous or improper indemnity claim payment is disclosed and repayment is not tendered, report it to the Director, St. Louis PDC, by memorandum, so it may be placed under accounts receivable control by the PDC. 149.9 Appeals and Postal Service Authority 149.91 Appeals. All appeals of Postal Service claim decisions must be filed within 3 months of the date of the original decision. Appeals must be sent to: POSTAL DATA CENTER US POSTAL SERVICE PO BOX 80140 ST LOUIS MO 63180-9140 149.92 Postal Service Authority. The requirements established in 149 may be waived in favor of the customer when the Director, Office of Classification and Rates Administration of the Postal Service, determines it is in the best interest of the Postal Service.