Q&A

Function-related

Why is the recipient's address hidden in the scanned envelope image?

This is because you did not provide the recipient's detailed address or used a dedicated address when registering the mail dispatch, and the recipient happens to be a QEG.NET member, allowing the item to be processed and sent. In accordance with QEG.NET's service policy, the recipient's information will be kept confidential in such cases.

How to modify the return address registered for mail retrieval?

When registering mail dispatch, the system automatically reads and saves the forwarding address set in your account at that time. If you update your forwarding address later, the forwarding address for previously registered mail items will not be updated automatically.

After you submit a mail retrieval request, the system will compare the forwarding address registered with the mail item against your current set forwarding address. If they differ, the retrieval will be processed using the latest forwarding address.

However, in rare cases—for example, if the mail is already in the process of retrieval when you update your forwarding address—the item will still be sent to the original address, as the address verification step would have already been completed.

Therefore, we recommend that you update your forwarding address before submitting a retrieval request, and avoid modifying it during the retrieval process until it is completed. If you absolutely need to change the address during this period, please contact customer service first for confirmation and handling.

Business-related

What happens if mail storage exceeds the time limit?

When mail storage exceeds the time limit, you will first receive an overdue notification, which can be viewed in the system. If you have enabled SMS notifications, you will also receive an SMS alert for the overdue storage (note that SMS delivery may fail due to special settings on your phone number or carrier issues).

If you still do not retrieve the mail after receiving the notification, the item will be marked as Overdue, and overtime storage fees will be charged in accordance with the latest tariff standards. The fees will be deducted directly from your account balance until the balance is insufficient or the account becomes overdue. If you still fail to retrieve the mail at this point, the corresponding items will be disposed of in due course, and your account may be suspended due to unpaid fees.

Important

You should regularly check your mail storage records in the system and retrieve items in a timely manner. System notifications are only auxiliary reminders and shall not be regarded as the basis for determining whether mail storage is overdue.

What if I mistakenly send a courier package to the dedicated mailing address?

The dedicated mailing address does not accept courier packages.

Typically, the courier will contact the sender or recipient by phone to inform them that delivery to the dedicated mailing address is not possible, and may negotiate to redirect the package to another address or return it to the sender. When QEG.NET receives such calls, we will arrange for the package to be returned to the sender without exception.