Sdek transport company. SDEK postal tracking. How long is a SDEK parcel stored?

Previously I used competing companies, but I chose SDEK due to its proximity to home. On 12/18/18 it was necessary to send a fragile cargo from Moscow to Magnitogorsk, New Year's gifts. It should be noted that the box did not contain a single item prohibited for transportation, listed on the official website of this, so to speak, company. The box was labeled "fragile" and marked top. The boys at the counter in the department insisted, I would say imposed, the lathing of the fragile cargo, they say the throwers during loading managed to bend the cast-iron frying pan. Due to the short deadline, I agreed. I ordered air transportation, with a delivery time of up to 3 days. I paid, received a receipt and went home with a feeling of accomplishment. Problems surfaced during tracking, and on 12/21/18 the cargo was returned to the warehouse in the city of departure. I started calling the hotline to find out what happened and why the delay. The employees couldn’t say anything intelligible: “yes, she’s back, but we see why we don’t know, when it arrives in Magnitogorsk, then it will arrive. Wait! You can’t pick it up from the Moscow warehouse, the parcel will leave anyway, you can pick it up in a transit city” - approximately This was the meaning of the operator's answers. On 12/23/18 the cargo was sent by GROUND transport, although we paid for air transport. Call the call center again, this time we are filing a claim for the return of banknotes, the difference between air and land transportation, which is approximately 500-600 rubles. They filed a claim and promised to send all the information by email. Didn't wait for any information. I called the call center again on 12/24/18, they repeated that my application had been registered, checked my email, and again promised to send all the information by email. It is now 1/24/19 and they are still sending me all the information. I highly do not recommend this office to anyone, you will waste time and money.

Healthy

Answer

7 495 287-70-67 Russia, Moscow, Aviamotornaya st., 69

Hello! In such a situation, the parcel could be sent by ground transport if the attachment contained any of the items prohibited for transportation. Could you please tell me the invoice number? Shall I check in more detail? (Anastasia Ananyeva, customer service manager, Sotsmedia group)

Answer

Excluded. At the time of sending, the contents of my parcel did not contain the prohibited attachments listed on the official SDEK website, I checked it personally. Also, the check had to be performed by an employee before dispatch, in accordance with the requirements of the regulations at the time of dispatch. Invoice number: 1103407892. The parcel has already been delivered a month ago, the lost time cannot be returned, and no one has compensated for the difference in the cost of shipping and, obviously, is not going to.

Answer

Indeed, if the investment is considered dangerous, the amount will not be compensated. It was indicated that personal items were being sent. Tell me, were there any liquids, powders or ointments in the parcel? (Anastasia Ananyeva, customer service manager, Sotsmedia group)

Answer

There were, however, neither the regulations of the SDEK company, nor the list of substances prohibited for transportation, published at the time of dispatch on the official website, prohibit the transportation of liquids, powders or ointments as such. If you disagree with me, I ask you to indicate which specific point of the Regulations was violated by me. In addition, I still have not received any information from your colleagues about the progress of the consideration of the claim.

Answer

The claim was rejected. The answer is provided to the payer on the invoice. When accepting an order, office staff had to check the contents of the parcel for any attachments prohibited from being sent. Tell me, was this done? (Anastasia Ananyeva, customer service manager, Sotsmedia group)

Answer

The receptionist looked into the box without putting anything out of it, if this is considered an inspection for prohibited attachments, in which case yes, there was an inspection. I am the payer of the invoice and I never received a response to the email, although we agreed on this with the call center employees. In order not to be unfounded, you can send confirmation of sending the solution and the solution itself to this chat. I also want to draw your attention to the fact that you ignored part of my message that the company’s regulations do not prohibit the sending of liquids, ointments and powders as such. Otherwise, I asked you to refer to the clause of the regulations stating that it is impossible to send the above-mentioned substances.

Answer

The claim was rejected because the cargo was considered dangerous. Information on the delivery of such items is specified in the company's regulations in a separate paragraph (1.2). In your case, the attachment could contain items that are not allowed for air delivery without accompanying documents. But, in order to understand the reason, I need to know what exactly was in the parcel and caused the delay. (Anastasia Ananyeva, customer service manager, Sotsmedia group)

Answer

I realized that the claim was rejected. Why wasn't I notified of the denial by email or other means? Clause 1.2 of the Regulations reads: "1.2 Conditions for the impossibility of collection / delivery of Shipments: The Contractor has the right to refuse to provide delivery services for Shipments in the event of the Client’s refusal to provide the Contractor with the information and/or documentation necessary for the proper provision of delivery services. Shipments are not delivered to the addresses of post office boxes or with the indication only postal codes. Delivery to public state and municipal organizations (government bodies of all branches and levels, including law enforcement, tax, judicial, licensing, military organizations) is carried out by the Contractor without guarantee of a delivery report, in accordance with the procedure in force in these organizations ( in particular, on expeditions, it is practiced to accept cargo without an employee’s signature confirming its receipt or to place the cargo in a correspondence box at the entrance.) The shipment cannot be accepted for delivery by the Contractor in the event that: the attachments are or are, at the Contractor’s sole discretion, considered dangerous, including, but not limited to, goods prohibited by the ICAO (International Civil Aviation Organization) Technical Instructions, the IATA (International Air Transport Association) Dangerous Goods Regulations, the International Maritime Dangerous Goods Code, the European Agreement concerning the International Carriage of Dangerous Goods by Road or other national or international legal acts regulating the transportation of dangerous goods; The shipment contains prohibited contents (including, but not limited to, animals, gold and silver bullion, currency, bearer securities, precious metals and stones, firearms, their parts, equipment and ammunition, human remains, pornographic materials , as well as narcotic substances and illegal medications). The list of Parcels prohibited for forwarding is posted on the website http://www.edostavka.ru/services/index.html. The Contractor may, at its discretion, accept for transportation certain types of Shipments, the contents of which are classified as dangerous, only after an agreement has been reached between the Contractor and the Client on special conditions for the transportation of such goods. In this case, the Client pays an additional fee for the delivery of the Shipment, the attachment of which is classified as dangerous." My parcel did not contain anything from the list of Shipments prohibited from sending, located at the link: http://www.edostavka.ru/services/index.html. An employee of your company could verify this, in accordance with clause 1.1 of the Regulations. On what basis was the cargo considered dangerous?

Using the website’s online service, in a few clicks you can find out the exact location of your parcel or postal item delivered by the courier company SDEK.

The courier delivery and dispatch service “SDEK Logistics Solutions” provides services for express courier delivery of parcels, cargo and postal items throughout the Russian Federation. It is worth noting that SDEK is considered the number one postal service, focused on courier delivery of parcels from China to Russia and the CIS.

In just a few clicks you will quickly find out the exact location of your SDEK parcel.

How to track an SDEK parcel?

It is very simple to track the transportation and delivery of a parcel by the SDEK postal company: to do this, you need to enter the unique identifier of the parcel in the tracking line. It should be noted that the format of SDEK identifiers is somewhat different from the usual track code formats (At the beginning of the identifier, as a rule, there are 5 letters, followed by a ten-digit number, and two letters close the number). After specifying the track number, click on the “Track” button and find out the most up-to-date information about the location of your mail item.

How long to wait for an SDEK parcel?

Official delivery times are not specified, but as a rule, parcels arrive within 30-45 days. Such long terms are due to the high workload of customs in China and the Russian Federation, as well as the fact that the parcel is delivered in China by land transport.

Where to pick up a SDEK parcel

Immediately after the parcel arrives at the delivery point, you will receive an SMS message indicating the address where the parcels are delivered. We advise you to pay attention to the operating hours of this department.

The most popular types of SDEK shipments

• Parcel - standard delivery of parcels throughout Russia;
• Trunk express, efficient and economical delivery of parcels and cargo throughout Russia. Transportation is carried out by land transport;
• Parcel - delivery of goods throughout Russia;
• Express light - urgent delivery of light cargo (up to 29 kg). The service is relevant for the delivery of documentation, both in the Russian Federation and within your city;
• Chinese Express - economical delivery of goods from other countries to the Russian Federation for trading companies.

Is it possible to change the address or date of delivery of a SDEK parcel?

Please note that you can change the address and delivery mode yourself. This functionality is available on the company website.

So, if necessary, you can:

• Adjust the delivery date and time.
• Cancel courier delivery and arrange pickup.
• Select another SDEK branch to receive the parcel.

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

Try it, it's not difficult ;)

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

"SDEK Logistics Solutions" is a courier delivery service engaged in express and air transportation of goods, correspondence and goods throughout Russia and the world. It is worth noting that SDEK is considered the number one postal service, focused on courier delivery of parcels from China to Russia and the CIS.

The SDEK company delivers urgent and non-urgent cargo and documents to more than 20,000 cities in 220 countries and regions. The company has more than 420 of its own offices and about 400 partner offices, including SDEK delivery points, and about 5,000 vehicles for delivering documents and cargo.

The central office of SDEK is located in Novosibirsk, but one of the company’s main sorting centers is located in the Moscow region, the city of Dzerzhinsky.

In 2014, CDEK opened its first office in Beijing, thanks to which CDEK became the number one logistics partner of many transport companies from China when delivering to Russia and the CIS:

• Parcels with tracking numbers similar to ZESZE2019392490YQ are delivered from China by Eshun ZES Express, and after crossing the Russian border are transferred to CourierServiceExpress. A typical delivery route is Yiwu - Dulat - Almaty - Moscow (central warehouse of CSP).
• If the tracking number is similar to JNTCU0100392029YQ, then it belongs to the Chinese company J-NET, and is delivered by SDEK or Pony Express in Russia.
• 10-digit digital numbers similar to 1960054211, 1960050037 are tracked via CDECLS when passing through China
• AS000000000CN - Such parcels are delivered to Russia via China EMS and SDEK

Recently, the number of AliExpress sellers offering SDEK delivery has increased significantly, and GearBest has made sending goods through SDEK almost the main method of delivery to Russia.

SDEK order tracking by invoice number

To track a SDEK TC parcel by invoice number, shipment number or track number, just enter the tracking number (invoice number) in the search field above.

Tracking numbers can be completely different and depend on SDEK logistics partners. Internal SDEK invoice numbers consist of 7-10 digits. I noticed numbers in the following format: BELBE7041003770YQ, XYLCK8011603889YQ, JNTCU0200020902YQ, CHN0000061316, XM3C3N016851, EXT44790316.

SDEK cargo tracking using the invoice is available both on the company’s official website and on our service. When tracking on our website, we will check the necessary services collaborating with TC SDEK, and show you all the statuses, especially when the parcel is sent from China.

Track SDEK Moscow, Novosibirsk, Krasnodar, Voronezh and any other city in Russia to which SDEK delivers orders.

Use the SDEK hotline at 8 800 250-14-05 if you have additional questions about the company’s work.

SDEK parcel tracking by track number

In the SDEK company you can find the parcel by the invoice number, as well as by the tracking number if the parcel is delivered from abroad and is transferred to SDEK.

For example, SDEK cooperates with the Chinese JNET, whose tracking numbers look like JNTCU...YQ, and when transferring a parcel from JNET to SDEK for delivery in Russia, SDEK assigns an internal invoice number similar to 1080362728.

SDECOM parcel tracking by invoice number

The correct name of the transport company is SDEK. To track a parcel sent by SDEK, you need to enter the bill of lading number in , and click the Track Cargo button.

How to check your SDEK parcel

The SDEK website is quite slow, so it is most convenient to control the SDEK parcel using our service, which checks the official SDEK website without downloading unnecessary data.

SDEK delivery tracking

SDEK delivery is a fairly popular shipping method in Russia, but SDEK tracking is often lame. There are only 3 ways to track your SDEK parcel on the official website: through the tracking form on the main page, through your personal account after registration, and through their mobile application for iOS and Android.

And all 3 methods have not worked for the last week (since the end of September 2018) or work intermittently, then SDEK finds the package, then it says that the order was not found, then it is impossible to connect to the server.

So that you do not waste your time trying to track your parcel using any of the 3 methods above, we have created this service, which will check for you in every possible way the location of the SDEK cargo and show you complete information about it.

SDEK parcel tracking by ID

The SDEK parcel identifier is the same as the waybill, track number, track code, or shipment number. Therefore, tracking a parcel by ID does not present any difficulties, provided that the SDEK website is working and is willing to provide order data, which has not happened often lately (at the end of September 2018).

SDEK cargo tracking by phone number

As far as I know, SDEK does not provide the ability to track parcels by phone number of the recipient or sender.

SDEK cargo tracking by recipient's last name

As far as I know, SDEK does not provide the ability to track parcels by the last name of the recipient or sender. Extended tracking by last name is only possible with Business Lines and is possible with other transport companies.

CDEK tracking by track number

CDEK track numbers most often consist of 10 digits and start with 108 or 109, for example 1093800108 or 8 digits like 13624185. It is also known that China Post EMS ePacket parcels with track numbers similar to AS750475341CN in Russia are delivered by SDEK.

Our service knows everything about SDEK track numbers and will allow you to track your parcel using any SDEK track number you have.

www.cdek.ru track your order by invoice number

The official website www.cdek.ru allows you to track your order using the invoice number, but does not show complete information about the cargo. With our service, you can track your cargo or SDEK parcel immediately through the official website, as well as through the SDEK mobile application, and find out complete information about the parcel, such as weight, full name or name of the sender and recipient, the full address of the sender and recipient and the cost of shipping.

SDEK Parcel tracking

Parcel is a new SDEK service for ordinary people. According to the company, when sending parcels you will no longer have to stand in lines, measure and weigh items. Come to any SDEK order pick-up point, buy a suitable box and send it to another city in 5 minutes.

This is an analogue of sending through Russian Post at a comparable price with the advantages of no queues and modern customer service.

Shipping using Parcels is especially suitable if you sell goods through Avito, Youla, Sibmama or other similar sites and you need to send something to the buyer.

Track numbers for Parcel shipments are exactly the same as for all other SDEK shipments. Feel free to enter the track number of your Parcel in the tracking field above on this page!

What is a tracking number in TC SDEK

If this is your first time dealing with sending or receiving orders at SDEK, you may be confused by the question of how to track your parcel.

As a tracking number in SDEK, you can use the invoice number, which uniquely determines the location of the cargo.

SDEK where to pick up a parcel

After the parcel arrives at the SDEK warehouse, you will receive an SMS message in which they will write where you can receive the parcel. The most convenient way, besides courier delivery, is to pick up the parcel from the point of delivery; there are almost never queues there, unlike Russian Post.

Pickup from the SDEK pick-up point is available after your parcel has arrived at its destination and is in the company’s warehouse. SDEK pick-up points in Moscow, where you can also find pick-up points for SDEK orders in your city.

How long does it take to send an SDEK package?

In practice, most SDEK parcels are delivered in 20-40 days; there are exceptions when the parcel arrives in 2 weeks.

SDEK does not deliver directly from Chinese stores, the company works through intermediaries, small and medium-sized courier companies in China, which deliver throughout China to the customs borders of Russia, but SDEK itself delivers in Russia.

Let's look at the typical route for SDEK parcels from China to Moscow. After sending the goods by the seller, the parcel is sent to Suifenhe, usually arrives there in 4-6 days and is handed over to the Chinese customs service. Customs clearance takes 3-7 days, depending on how busy the checkpoint is. After successfully passing through customs, the parcel is placed at the disposal of TC SDEK. Geographically, the parcel is located in Vladivostok, the next day it reaches Khabarovsk, from where it is sent by plane to its destination.

SDEK delivery times or how long to wait

There are no deadlines as such; the company allows 30-45 days for parcel delivery. You need to understand that the parcel travels through China by land, and the workload of Chinese and Russian customs can greatly affect the speed of delivery.

How long is an SDEK parcel stored?

When delivered from online stores, the parcel is stored for the first 14 days free of charge. Starting from the 15th day of storage, the fee is 15-30 rubles/day, depending on the size of the cargo. More details on the official website.

Types of SDEK shipments

• Parcel warehouse-warehouse - Fast and convenient delivery service across Russia, similar to sending through Russian Post, only without queues, with fast and polite service;
• Trunk express warehouse-warehouse - Fast and inexpensive delivery of goods along the main routes of Russia. Savings on delivery are achieved by transporting goods by road to popular destinations. Both small parcels and consignments are accepted for dispatch within a short time;
• Parcel warehouse-warehouse - Optimal prices for transportation of goods and mail throughout Russia for online stores;
• Parcel door-warehouse
• Express light warehouse warehouse - Urgent delivery of light cargo (up to 29 kg.). The service is designed for urgent delivery of important documents, letters, correspondence and small parcels throughout the city, region or Russia;
• Express light warehouse door
• Express light interval warehouse door
• Chinese Express Warehouse-Door - Services for foreign distance trading companies - this is a range of services for economical delivery of goods from abroad to Russia for companies engaged in international distance trading;

history of the company

The company was originally called Express Courier and was founded on February 25, 2000 in Novosibirsk. Initially, the company's goal was to develop the Siberian region and the Far East: express delivery of documents and cargo was carried out in the shortest possible time and at the lowest prices.

In 2001, the company expanded its geography and opened its first regional office in Moscow, after establishing delivery in the eastern part of Russia.

In 2015, SDEK opened 9 divisions in China, 2 offices in Belarus, 6 offices in Kazakhstan. As a result, by the end of 2015, SDEK became represented in 5 countries with 323 offices.

Track SDEK cargo using the invoice, as well as any postal and courier shipments across Russia, from China, Israel, the USA, Great Britain, and Italy.

Main contacts

The SDEK head office for working with clients or partners of the courier service is located in Moscow near the Aviamotornaya metro station at Aviamotornaya 67 building 8, building 1. The customer service department is located here. Multi-channel telephone number of the central office in Moscow: +7 495 797-81-08

The main sorting point of the TC is located in the town of Dzerzhinsky near Moscow on Energetikov Street 22, building 2. The center is designed for 360 foreign or Russian destinations and processes 2 million parcels per month. Most cargo passes through the center. Parcels are distributed to destinations to continue their journey to the recipient via highways or by air. The work is designed to quickly distribute parcels so that orders at urgent rates, for example, Express Light, are delivered on time.

Official website: www.cdek.ru. The portal contains convenient services for searching points for sending orders by city, tracking postal items, paying for services, and company news.
English version for foreign partners: cdek-express.com.
You can ask a question by phone: 8 800 250 04 05 or call from your mobile phone to the 24-hour voice contact center tel. 8 800 250-14-05 (free call within Russia).

Social network group: “VKontakte” https://vk.com/cdek_express
Facebook: https://www.facebook.com/edostavka
Email for concluding contracts: [email protected]
E-mail address of the general. Director Evgeniy Yuryevich Tsatsur for investors and partners: [email protected].

Branches and offices

The transport company SDEK has created customer service branches in 8 countries around the world. What is a pick-up point? Branches (pickup points) in cities are specially equipped for receiving, storing, packing parcels and servicing. Employees, according to an established schedule, receive shipments from the warehouse and hand them out to visitors for pickup themselves.

Delivery of cargo at Express Light, Main Express and urgent orders occurs a couple of days after dispatch. The employee weighs the received shipment and packages it securely. Pickup points are equipped with cash registers and terminals for receiving payment from a bank card account or in cash.

All staff undergo a special training course in the intricacies of working with clients, the rules for accepting or issuing postal items. You can ask employees any questions about services or prices.

Addresses of offices or pick-up points by city

There are more than 630 pick-up or order acceptance points across Russia. It is convenient to find branches of the SDEK freight company in your city on the official website of the courier service using a single map of SDEK TC branches around the world.

How to find out the address, hotline phone number, opening hours of the SDEK service branch in your city:

• Follow the link https://www.cdek.ru/contacts/city-list.html or https://www.cdek.ru/contacts/city-map.html
• Find your city name in the list or enter it in the search bar.
• Select the nearest pick-up point on the map or in the menu on the left.
• Detailed information will open with the work schedule, directions, contact phone number of the regional manager, and the address of the SDEK pick-up point.

Issuance and storage rules for parcels

Parcels are delivered to the address of the SDEK pick-up point specified during dispatch at the established opening hours. The employee must present an identification document. SDEK stores the shipment free of charge for 7 days. When the storage period established by the rules ends, the presence of the parcel at the point of delivery becomes an additional service. The stay of each piece of cargo in the department is paid daily. You can find out how much the service costs by calling the help desk at 8 800 250 04 05, on the official website or your personal account.

Opening hours

The work schedule of most offices and SDEK pick-up points is six days. You can pick up your parcel or meet with the manager from Monday to Saturday at a convenient time from 9 a.m. to 6 p.m. Opening hours on official holidays must be clarified by calling the local branch of SDEK.

If urgent delivery is required on weekends or after business hours, the client arranges an additional service. The order will be delivered by a courier for a fee to a pre-specified address.

Payment for services

The order is paid at SDEK pick-up points in cash or by card, on the website from an electronic wallet, telephone or bank account, in the QIWI payment system, Euroset branches. There are QIWI terminals in every city. You can deposit money in the “Payment for services” menu section.

Parcel machines

Parcel machines are a new way to deliver postal items to the client. SDEK installs specially equipped delivery points in large retail outlets and crowded places. The convenience of this method is the round-the-clock work schedule and speed of service. To receive an order from a parcel terminal, when sending, you need to indicate the delivery method, the address where the pick-up point is located.

The delivery point is a point equipped with metal cells for storing parcels and a cash on delivery terminal. A map of the points where parcel terminals are installed is on the official website https://www.cdek.ru/contacts_pochtomaty.html

To receive the parcel you need:

• Receive an SMS from SDEK with a unique code for opening a cell.
• Press the “Let’s go” button on the terminal.
• Enter the mobile number specified when sending and the code.
• Click continue.
• Pay for your order by cash on delivery.
• Pick up the parcel from the opened cell.

Quality control service and feedback

The company's quality control service works with customer complaints. After the request, the SDEK operator contacts the parcel search service, technical support or HR manager. Problems are resolved within 7 days. You can contact the quality control center at https://www.cdek.ru/clients/quality_control.html

The official website has a feedback form where users leave their questions about the courier service, suggestions for improving the service, and feedback on the service provided. Link for customer requests: https://www.cdek.ru/clients/faq.html

On the main page of the site you can order an online call from the customer support call center. To do this, you need to leave your contract number and mobile number, city, and describe the essence of the issue. The operator will call you back within an hour.