Customer Service - Postal Glossary


Access Agreement

An access agreement is a contract without a written form, which is considered concluded at the moment when the postal service provider takes over the postal item, which regulates the mutual rights and obligations of the sender and the postal service provider.

Addressed item

Addressed item is a postal item containing the address of the recipient or some other indication by which the recipient can undoubtedly be identified.

Ambulance (Ambulance vehicle).

Ambulance (Ambulance vehicle) was a postal vehicle for the transport of postal items.

Ambulance (railway) – travelling post office

Travelling post office was a postal vehicle for the transport of postal items by railway, a specially designed postal wagon.

AR label

"AR label" is a label for an item with a return receipt. This label is put on the upper left corner of the address side or is appropriately marked on the accompanying documentation of the item.


Avers is the front of the banknotes, medals, stamps or philatelic units.



Barcode is a machine-readable Universal Product Code. Barcodes are read by scanners that hover over the code and register the Universal Product Code (UPC). Width of each black line and empty space in between represent one of the digits of the UPC.

Behest (Amanet, Amanetnik)

Behest (testament, obligation) was, during the times of Turkish rule and later, a postal money order, money letter or a book (protocol) in which the record of money orders was kept.

Behest string

Behest string (ribbon) is a thread ribbon, usually in colours of the national flag, which was used to secure all the pages of behest book and which was sealed with red wax.


Cash Express

Cash Express is a service of the Post that allows outpayment of cash at the address of the holder of a current account opened with the Postal Savings Bank. The service is initiated by calling the following number: 011 3210 123. The outpayment time limit is three hours or at the scheduled time.


A cecogram is a postal item for the blind and visually impaired, which includes correspondence, literature in any form, including sound recordings exclusively for the needs of blind or visually impaired persons, as well as equipment and materials of any kind made or adapted to overcome the problem of blindness.

As a sign of solidarity with the blind and visually impaired, the postage is not charged.

Certificate of posting

Certificate of posting is a form that is filled in when submitting registered postal items. The information on the certificate of posting must be identical to the data on the postal item: the recipient, the COD amount, the value of the item, and special services. The sender signs and keeps this certificate as a proof that the postal item has been received.


Claims represent a procedure where a user of postal services or other authorized person wants to receive a compensation for the damages and other claims in accordance with the Law.

COD item

A COD item is a registered postal item to be delivered to the recipient, with a pre-payment of the COD amount in favour of the sender of that postal item.

Collective postal mailbox

Collective mailbox is a mailbox used for collecting and delivering postal items at frequent locations where a large number of legal entities are located in the urban environment, while in rural areas it is placed along the road or at intersections, i.e. in a convenient location for customers who are further away from populated cities.

Companion (Surudžija)

Companion (surudžija - Turkish) was the person authorized to follow the courier-Tartar on the part of the road from one station to the next (menzulana), take over postal items for his area, hands over postal items from his area to the courier-Tartar, provide food and accommodation for the courier, and, if necessary, replaces his horse which for the following station (menzulana).


Correspondence is a written communication between the sender and the recipient.


Data confidentiality

The confidentiality of data implies the protection of personal data, the confidentiality of the transferred or stored data, and the protection of privacy.

Delivery of the postal item

Delivery of an item is the delivery of a postal item to the recipient or other authorized person in the post office, at the address of the recipient, through the home mailbox, etc.

Direct mail

Direct mail is an item containing identical marketing or promotional materials which are sent to a large number of recipients and which does not have the character of personal correspondence.

Direct mail can be addressed, meaning it contains a full name and surname i.e. name and the address of the recipient or non-addressed in cases when it doesn’t contain name, surname and the address of the recipient, but is distributed to the target segment.


Dispatch is the one-time transfer of postal items. A dispatch can be made from one or more bags with postal items. There are regular and extraordinary dispatches that are made when very large quantities of postal items are received.

DTS (SDR) – DTS - Droites de tirage speciaux (SDR – Special drawing rights)

DTS (SDR) stands for special drawing rights. It is a currency used in all countries to calculate values indicated on postal items in international postal traffic (in the past, this function was performed by a golden Franc).

The PE Post of Serbia issues a list of countries with which we exchange international postal items with indicated value and the maximum amount in DTS (SDR).


Electronic certificate

An electronic certificate is an electronic document that confirms the connection between the data for checking the electronic signature and the identity of the signatory.

Electronic services

Electronic services are services that include electronic receipt, transfer and delivery of all electronically certified items.

Electronic signature

An electronic signature is a set of data in electronic form that is associated or logically linked to an electronic document and which is used to identify the signatories.

Express services

Express services are services that enable the shortest, guaranteed time limit for transferring postal items in domestic traffic and expected delivery times in international traffic. The Post of Serbia offers its customers a Post Express services in domestic and EMS services in international postal traffic.



FDC (First Day Cover) is a special commemorative envelope accompanied by an appropriate stamp, a postal seal impression and accompanying drawings and texts. It is issued on the first day of launching of a stamp, a series of stamps or a commemorative block.


Flats or printed matter is an open postal item containing books, newspapers, magazines and other printed contents that do not have personal correspondence features and are printed in several identical copies on paper, cardboard or other material. The printed matter may also contain an invoice, order form, dispatch note, payment receipt, magnetic medium, compact disc and the like, which form an integral part of the item. Printed matter is marked with "Flats" or "Imprime". The dimensions of the printed matter are the same as for the letter. It can weigh up to 5 kg in the domestic traffic and 2 kg in international traffic. Exceptionally, in the domestic traffic, flats up to 10 kg can be received, based on the concluded contract.

Force Majeure

The Force Majeure is a real event that could not have been foreseen, avoided or eliminated.


General conditions for the provision of postal services

The general terms and conditions for the provision of postal services are the conditions under which postal operators perform postal services and are made by the Agency in charge of postal services.


Home mailbox

The home mailbox is a means of a postal network, which is used to deliver letterpost items to the recipient.


Identification mark

The identification mark is a graphic symbol and/or a set of characters that uniquely identifies a particular postal operator.

Insured item

Insured item is a recorded postal item, which is insured up to the amount of value indicated by the sender.

International postal money order

The service of receiving and sending money for the countries with whose designated postal operators the PE Post of Serbia has concluded a contract. Inpayments and outpayments are made in dinars according to the exchange rate applied by the Post of Serbia.


Judicial letter

Judicial letter is a letter which contains court documents and documents in the administrative and misdemeanour proceedings, such as summons, decisions, conclusions and other official documents sent by courts, public prosecution, misdemeanours bodies, military institutions and other state bodies when acting in the above proceedings.


There are no terms that start with letter K.



Letter is every written statement in a closed cover (envelope), as well as any other item which, in terms of size and weight, corresponds with the conditions for the letter, even if it does not contain a written statement. Letter can weigh up to 2 kg. Its minimum dimensions are 9 cm x 14 cm. The sum of its length, width and height can be up to 90 cm, while the largest of all such dimensions may be up to 60 cm.

Letterpost items

Letterpost items are postal items that include: correspondence, printed matter, goods and other objects. These include letters, postcards, flats, addressed direct mail, e-mail and a cecogram.


Machine for labelling postage (Franking machine)

Machine for labelling postage (Franking machine) is a computer or other device which puts an imprint instead of the postage stamp, as a proof of paid postage.

Menzulana - Station

MenzMenzulana (rarely mezulana, mezilana) was a station on the road where the horsemen couriers – Tartars - were passing. After the organization of the regular postal traffic in Serbia, they became stationary postal units.

“M” bags

“M” bags are printed matter sent by the same sender in larger quantities to the same recipient in international postal traffic and can be placed in one or more bags. The smallest weight of an "M" bag is 2 kg and the maximum is 30 kg.


There are no terms that start with letter N.


Office of exchange

Office of exchange is a post office that performs the tasks of arrival and dispatch of postal items in international traffic.



Parcel is a closed item with or without indicated value, which contains goods and other objects. The sum of its length and perimeter measured across the widest point may not exceed 300 cm, and the largest dimension may not exceed 150 cm. Parcels may weigh up to 31.5 kg. Parcels weighing over 20 kg can be sent from certain post offices only or from the customer’s business premises according to agreed conditions.

Parcel address label

A parcel address label is a form that is filled in when posting the parcel in domestic traffic. The address label accompanies every parcel and contains all basic information about the sender and recipient, as well as the weight and required special services. The parcel in international traffic is accompanied by the dispatch note and customs declaration.


The term philately means collecting, keeping, studying and exhibiting postage stamps, units and other philatelic objects.

PO Box

PO Box represents a certain place at the post office used for a delivery of postal items to customers who have chosen such a way of delivery.

Post Export – Export of goods

Post Export service - export of goods is a postal service in international traffic, which the Post provides to legal entities and entrepreneurs in all post offices in Serbia.

Post Express

Post Express is the courier service of the Post, which enables customers with the fastest and safest transfer and delivery of postal items within the prescribed and guaranteed time limits.

The posting of Post Express items is organized as follows:

  • via courier service in over 100 cities, at the addressed chosen by the customer, by calling the unique telephone numbers 011 3607 607 and 0800 100 808;
  • by submitting items at counters of certain post offices throughout Serbia.


Postage stamp is a postal paper of value, i.e. a means of payment for postal services.

Postage stamp

Posebni uslovi za obavljanje poštanskih usluga su uslovi poštanskog operatora usaglašeni sa zakonom i međunarodnim standardima. Javno su objavljeni.

Postal address code (PAK)

The Postal Address Code (PAK) is a six-digit number denoting the part of the street where the postman goes to deliver the postal item to the recipient and it determines the delivery location more precisely that when only the postal number is entered.

Postal forwarding services (Post-šped)

Postal forwarding services enable simple and easy customs clearance procedure in import and export of postal items subject to customs and foreign currency control. Postal forwarding services have outposts in Belgrade, Niš and Novi Sad.

Postal item with a return receipt

Postal item with a return receipt is an item for which the sender, after its delivery, receives a document "Return receipt", containing information about the delivery date and the signature of the recipient.

Postal item with confirmed delivery

A postal item with a confirmed delivery is an item for which the postal service provider issues a certificate of posting to the sender, and which is delivered to the recipient with the confirmation of reception.

Postal item with indicated value

Postal item with indicated value is an insured letter, Post Express item or parcel on which the sender indicated the value of the content.

Postal item with paid reply

Postal item with paid reply is a service intended for legal entities that send their catalogues, brochures, questionnaires, surveys and other advertising material to a large number of different addresses waiting for replies. The postage for paid replies is not paid by the sender, but by the recipient - a legal entity, in accordance with the concluded contract. In order to use this service, a legal entity should open a PO Box, in one of the delivery post offices, where the paid replies will be received.

Postal item with personal delivery to the recipient

A postal item with a personal delivery to the recipient is a special service that involves the delivery of the item exclusively to the recipient or guardian.

Postal items

Postal items are letterpost items, parcels, money orders and other items with indicated address or which marked in some other way that undoubtedly identifies the recipient.

Postal mailbox

Postal mailbox is a mailbox which customers can use to send unregistered letterpost items, for the provider of postal services to deliver them to the recipients.

Postal money order

This is a service that allows a legal or natural entity to send money to the recipient (natural entity) at any address in Serbia.

Postal network

The postal network consists of postal network units and resources that the postal operator uses for the provision of postal services.

Postal network unit (post office)

The postal network unit (post office) is the place where postal services are performed. The postal network unit of the public postal operator must be defined by the name and postal code.

Postal number

Postal number is a code made of numbers, which stands for or is added to the name of the postal network unit. The same postal number cannot be given to two or more post offices. Postal number is a part of an address. Postal number consists of five numbers, whereby each number has a certain meaning.

Postal operator

Postal operator is a domestic or foreign entity, who is a direct provider of postal services.

Postal seal

The postal seal is a means of operating for all post offices. The shape, size, method of production and material, as well as the data contained therein, are determined by the Technical Conditions. Each post office has at least one seal, which is used for stamping, i.e. marking of postal items, inpayment and outpayment documents, as well as postal and account papers. The seal is the engraved with the number and name of the post office, letter mark, and in the middle of the seal there are numerical marks denoting the day, month, year, and time of use.

Seals can be regular, commemorative, mechanical, terminal, etc.

Postal service user

A postal service user is a legal or natural entity who uses postal services, sender or recipient.

Postal services

Postal services are services including reception, transfer (processing and transport) and delivery of postal items.


Postcard is a postal item without envelope that can weigh up to 20 g. The smallest dimensions of a postcard are 90x140mm, whereas the largest ones are 120x235mm.


"Post-restant" is a label indicating that the postal item is not delivered to the home address of the recipient, but that it is intended to be delivered to him in the post office. The label "Post-restant" has to be marked in the address, on the address side. These items are kept at the destination post office up to 30 days.

Pricelist for postal services

Pricelist for postal services is the list of prices for postal services, according to which the provider of postal services charges the services.

Provider of postal services

Provider of postal services is an entity authorized to perform postal services according to the Law.

Public postal operator

The public postal operator is a provider of postal services with the obligation to provide universal postal service and an exclusive right to perform reserved services.


Qualified electronic signature

Qualified electronic signature is an electronic signature that reliably guarantees the identity of the signatory, the integrity of electronic documents and prevents subsequent denial of liability for their content.


Reception of postal items

Reception of postal items involves taking over postal items from postal service users in post offices, at the sender's address, through mailboxes, collective mailboxes, etc.


The recipient is a legal or natural entity who is the addressee of the postal and to whom the item is delivered based on the sender’s order.

Recorded item

A recorded item is an item for which the postal operator keeps a special record and issues a certificate of posting.

Registered letterpost items

The registered postal item is a recorded letterpost item, without indicated value, for which the sender receives a certificate of posting, and the recipient receives the item with confirmation of receipt. The registered item is recorded at all phases of postal services, so its electronic tracking is possible on the corporate website of the Post or by calling the information service at: 0700 100 300.

Reserved postal services

Reserved postal services are services guaranteed by the state to a postal operator for universal postal services as exclusive rights within a certain limit per weight and price.


Reverse is the back of banknotes, medals, postage stamps and philatelic units.


Sealing wax

Seal wax is an easily soluble red wax that can be used to close (seal) postal items with indicated value.


The sender is a legal or natural entity who sends a postal item and who is the holder of all rights and obligations under the access agreement until the delivery of the postal item.


Signet is a specially shaped metal block with a handle (or on a ring) with an engraved sign, letter, or other symbol; it was used for sealing letters and other documents. The signet was forerunner of today's postal seal.

Special conditions for the provision of postal services

Special conditions for the provision of postal services are the requirements of the postal operator that are compliant with the law and international standards. These are publicly announced.

Special services

Special services are services by which the sender requires a special procedure for an item in all or certain phases of the provision of postal services.

Storage fee

Storage fee is a monetary amount paid by the recipient of parcels or certain categories of letterpost items as a charge for the storage of his postal items in delivery post offices.


Tariff rate

Tariff rate is pre-determined category of postal items for which the postal operator determines the price.


Telegram is a written statement that is submitted on a special "Incoming Telegram" form in a postal network unit or by calling the Contact Centre for the reception of telegrams by telephone. Telegrams are transmitted electronically and delivered to the recipient at the indicated address.

Track & Trace system

The Track&Trace system is an IT tool for the tracking of postal items. T&T allows the customer to receive information on the status of the item if this type of service is envisaged for such an item.

Transport and storage of goods

Considering the long tradition, experience, modern transport and storage capacities, the Post offers modern logistic solutions in the form of integrated logistics solutions and full support in the management of the supply process.

“T” stamp (insufficient postage)

If there is a "T" stamp in the upper part on the address side of the item, it means that the postage is not fully paid.


Universal postal service

Universal postal service is a set of postal services that are constantly performed on the territory of the Republic of Serbia, under equal conditions for all users, within the prescribed quality and at affordable prices.

Unreserved postal services

Unreserved postal services include universal postal services that exceed determined limits in weight and/or price for reserved services and all other postal services, including the value added services.


Value Added Services

Value added services are postal services intended for customers who have special requirements in terms of the quality of postal services and transfer methods (time and place of receipt and/or delivery, transfer speed, electronic tracking and location of postal items, etc.).


Western Union – money remittance

Western Union is the fastest international money transfer service. Money can be sent to/from over 200 countries worldwide. The Post provides Western Union services exclusively in dinars. Fees for services are charged according to the pricelist of Western Union and are paid exclusively by the sender.


There are no terms that start with letter X.


There are no terms that start with letter Y.


There are no terms that start with letter Z.