The error appears in the "Support" section, the "Pre—trial claims" category, which is where the new version of the offer obliges to send all legally relevant messages, including claims, starting from October 1.
Clause 8.1 of the offer states: all correspondence goes exclusively through the Portal and is recognized as an exchange of legally significant messages. Documents sent by other means are counted only if a copy of them is sent through the Portal. Paragraph 8.9 specifies: the claim is filed in the "Support" section, the "Pre-trial claims" category.
The failure coincided with the entry into force of part 1 of Article 14 of the Law No. 289-FZ on the platform economy. For disputes about fines, blocking of a card or cabinet, rating and position in the issue, the law now requires a complaint in the platform's system before going to court. The same rule obliges the site to provide the seller with the opportunity to file such a complaint.
One working workaround is provided by the offer itself. According to paragraph 1.9, the Portal is both the website, the mobile version, and the WB Partners application. Submission via the application remains a contractual method if the browser version is not available.
The Supreme Court, in paragraph 13 of the Plenum resolution No. 18 dated 06/22/2021, recognizes screenshots as evidence if the page address and the exact time are available. The minimum package for fixing the failure: a ready-made claim with applications, saved as a file with the date before the submission attempt; screenshots of the entire window with the address bar, the "Support" section, the error text and the system date and time; video recording of the screen in one take from entering the cabinet to the error; screenshots of repeated attempts in another browser, through the application, a few hours later and the next day; contacting support about the failure with the number and date. In case of prolonged failure and a large amount — the protocol of the notarial inspection of the page according to articles 102 and 103 of the Fundamentals of legislation on the notary.
If the malfunction persists for several hours, in parallel with the fixation, it is recommended to send a claim by registered mail with an attachment list and a delivery notification to RVB LLC, TIN 9714053621, at the address: 142181, Moscow region, Podolsk, Koledino village, ter. Koledino Industrial Park, 6, building 1. In the accompanying paragraph, it should be indicated that the claim is being sent by mail due to an error in the "Pre-trial Claims" category, with a link to screenshots and the support number, and that the same claim will be filed through the Portal after the malfunction is fixed.
The postal letter itself does not fulfill the contractual procedure. In case A41-108852/2025 (cassation 08/18/2026), the seller sent a request for the return of the goods by letter to the legal address, the letter was received, but the courts recognized that sending claims in other ways does not replace the procedure through the portal. The seller claimed to block the portal, but the courts did not see any evidence. The letter only works in conjunction with the evidence of failure and subsequent submission through the Portal.
Separately— there are deadlines that go regardless of the failure. 14 calendar days for reasoned comments to the weekly report on clause 5.6 of the offer: after their expiration, the report is considered approved, and it is much more difficult to challenge retention in it. 30 calendar days before filing a claim for monetary claims from the date of sending the claim — part 5 of Article 4 of the APC RF. In case of a failure, it is more reliable to count this period from submission through the Portal, and keep a spare date for mailing.
According to the offer, Article 165.1 of the Civil Code of the Russian Federation and the explanations of the Plenum of the Supreme Council No. 25 make it possible to qualify the failure of the site's own Portal as a circumstance depending on the addressee: the message is considered delivered if it was not received due to the recipient's fault. This argument should be included in the accompanying paragraph of the mailing, and not left for oral explanation in the meeting. There is no judicial practice on the failure of the claims system and under Article 14 of Law No. 289-FZ yet, therefore, the evidence base collected on the day of the failure will determine the outcome of the dispute.
Related materials:
- Wildberries fines without decryption: 14 days for objection and 50% compensation — the same 14-day period that makes failure to file a claim critical
- The Federal Tax Service will have the right to block sellers on marketplaces for tax debts — the second seller blocking mechanism launched in the same cycle.
