U.S. Postal Service delivery points are increasing each year. Package volumes are rising steadily as well. And so are customer expectations. This paradigm tends to lead to an increase in customer complaints, especially when delivery performance doesn’t meet expectations.

Given these pressures, we are seeing an increasing risk in the areas of delivery and retail performance. Our audit teams are designed to quickly evaluate delivery and retail operations and provide meaningful results to Postal Service management and our stakeholders. Relying heavily on data analytics, teams target high-risk delivery and retail units based on a series of operational factors and trip wires, tools that let us focus on one or two data points to identify events that indicate a high likelihood of control weaknesses.

For example, we have seen an increase of delivery scanning issues at various post offices and annexes, where carriers sort mail for delivery. We found carriers were improperly scanning packages as “delivered” while still at their post office rather than at the delivery point. The carriers reported a variety of reasons for the improper scans at their locations, including saving time, fearing they’d forget to scan, following management instructions, or simply trying to be efficient when many packages were going to a single business address.

We recommended that district managers instruct unit managers on working with their staffs to ensure they follow standard operating procedures for scanning mail pieces. See recent internal control audits on delivery, scanning issues, and customer service issues:

You can find a full list of reports and white papers in our documents library.

Comments (226)

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  • anon

    My eBay packages are not being scanned at the Wilkes-Barre Pennsylvania post office so there’s no tracking information and my customers are writing me every day wondering what’s going on. Please fix this

    Jul 09, 2020
  • anon

    lately (since late june 2020) my packages are not being delivered, they will say they arrive at local, then out for delivery, i get my normal junk mail and no packages. then it goes into a limbo state saying alert, insuffiance address (for 2 out of 5 missing), the other 3 just say awaiting delivery scan. ive talked to the local office 5 times now and they have no idea. i had to pay $30 just to intercept 2 packages so they wouldnt keep sending them back to my work vendors... it makes no sense, i ship some stuff to my house as its usually faster but now im out thousands of dollars and my customers waiting for phone parts are extremely upset... anyone have anything like this happen? there are no holds or any flags on the address, the suprivors have no idea why and no one has offered a solution.... i will change shipping know this now but it does help the 5-7 packages that are just in a limbo state and have no clue where they are....

    Jul 09, 2020
  • anon

    I dropped off two packages on June 28, 2020, but only one was timely scanned. The other wasn’t scanned for three days. This reflects badly on me as a seller. I have notified my customer as to what held his package up (not being timely scanned at originating location) and can only hope he won’t damage my seller rating due to late delivery. I just don’t understand how this could happen as the were dropped at the same time. Packages dropped off at lily Flagg location in Huntsville, Alabama.

    Jul 08, 2020
  • anon

    My post office 75231 RARELY scans in packages upon drop off. They have to pick up the package anyways, I don't see how they can't scan as they are moving it into the container or conveyor belt. I spend about $10,000 a year with the USPS and it seems that because you guys are "US Government" you are really not bound by customer service rules. All of the other carriers scan in items upon receipt. I try to drive outside of my area to find a post office that does scan in the items upon receipt. I don't have time to stand in line if I spent the time and effort to print the labels at home.

    Jul 08, 2020
  • anon

    Hi all does anyone know what my options are? On June 25 a customer purchased a pair of sunglasses from us. We printed the label and request a package pick up via USPS for the next day (26). On the 26 I had an another order so I package that ready to go for when our mail man was suppose to come. He forgot and never came to pick it up. That evening, I requested another attempt (next day, 27th) and even wrote on the notes "please do not forget!" to be sure, I even wrote him a hand written note palced inside our mailbox telling him to come get the 2 packages. On the morning of the 27th, another order cam e through so I prepared the third package ready to go at the door. Our mailman comes around 5 pm on a Saturday to pick up the mail. We hand-delivered it to him. We didn't think anything of it, however; its on the second week now and NOTHING has been scanned. NOTHING. it is just stating that "shipping label has been created, USPS is awaiting the package. I am livid. I have an email confirmation of the successful pickup. So I go into my local post office, she gives me a number for the regional office. Spoke with Tonya who said she would update the tracking herself and it should refresh in thirty minutes. And that she would call me back. No callback. The tracking is still showing that the printing label has been created. I call her this morning again no one answers. Finally, a different supervisor who says Tonya will be in at 11am and will call me. 12:15 pm no one calls me so now I call her. She answers. "Sorry but we never scanned the items so I don't know what to tell you". I am completely shocked. I have no idea where my packages are, and they are telling me I am out of luck. Does anyone know what I should do at this point? SHe is telling me to file a missing mail claim; however, it has not even been scanned even though I have email confirmation of the pick up. I am at a lost for words.

    Jul 07, 2020
  • anon

    Additional Information We have been notified that an order has been received by the merchant for your item at 2:57 pm on June 30, 2020. This does not indicate receipt by the USPS or the actual mailing date. What does this mean

    Jul 07, 2020
  • anon

    I also dropped off 7 packages in the night drop in Hendersonville NC, on Friday, July 3rd. Although I know that it was a holiday the following day it is now Monday after 10pm and nothing has been scanned, and or picked up? This has been HUGE issue as this has happened to me multiple times in the past. However, the past few months have been very good, and everything I thought was changing for the better. I am worried as I need these to be marked as several of my customers are waiting on their packages. Please look into this, as I pay a lot of money to USPS to have my packages scanned appropriately. I know the USPS is very overwrought right now, and I am sorry, and very sympathetic but I am high risk and this is the only way I can go to the post office is at night. Thank you for your time.

    Jul 06, 2020
  • anon

    I have received a scanned mail ( from the US Department of Treasury Bureau fiscal service ) through the Informed Delivery ) on June 29, 2020 and it has been 7 days. Every time I received a notice from Informed Delivery, I always got the mail on the same day. I have already filed for Missing Mail Search, and now I am starting to think that it has either been lost, mishandled, or stolen by one of the employees of USPS. The content was a Tax Refund by the US Department of Treasury. I am not sure what to do at this point. The Employees of my local Post Office has been rude and unprofessional while asking for help and direction towards the right department. I have already filed 2 complaints towards the Clerk and Mailman at my local Post Office.

    Jul 06, 2020
  • anon

    i left 3 packages with prepaid labels flat rate at post office at window as instructed as they were busy they said if it ready to go leave it there . Mistake

    Jul 06, 2020
  • anon

    According to "track my shipment" an item was showing delivered on June 22, 2020. The problem is, I didnt even place the order until July 3, 2020. That's a week and a half before i ordered it!

    Jul 06, 2020
  • anon

    I just had this same thing occur for an online order. Luckily I paid through PayPal and am trying to see if they can cancel payment as this is clearly fraud.

    Jul 08, 2020
  • anon

    I am doing my best to support the USPS. I have purchased Last Night with John Oliver to keep the USPS alive. However, this is the second time that I the USPS states that they delivered a package to my home and I did not receive it. The first time the package arrived over a month late. I just saw that another package was supposed to be delivered to my home on "Saturday, July 4." I was home all day and no package was delivered. I must say that this is very frustrating, not knowing if or when a package will ever show up. Sadly, this does not happen with other delivery services. Please do the best you can to correct this. The USA needs the USPS!

    Jul 06, 2020
  • anon

    i send in 2 items yesterday but never got the notification that they were scanned and shipped but when i drop in other packages, they were scanned very quick amd on their way. why is it taking so long for yesterday packages to be scanned?

    Jul 03, 2020
  • anon

    Same issue as the complaints below. I dropped off 5 prepaid Priority Mail packages at Willis, TX USPS on 6/29. This is a very small facility and always seems to have a line with (in my opinion) too many people in a cramped space during COVID-19 conditions, so I do not feel comfortable or safe waiting in this line for a receipt. Stacked packages on the counter where an employee instructed me to. Four packages started tracking early the next morning, but the one with the most valuable contents has not yet started tracking, which concerns me. Aggravating since this is not the first time this has occurred and appears to be a common issue with USPS.

    Jul 01, 2020
  • anon

    I sent out a package on Monday June 22 via PRIORITY MAIL from California to Las Vegas , almost one week later and I have not received any scanning updates (no usps received or delivered updates). The Silverado Station post office said it would be scanned delivered when they get it, but how has there been zero updates in a week for Priority Mail.

    Jun 29, 2020
  • anon

    I have a priority package which was scanned as delivered at box and mailman did not leave it and drove off.What do I need to do!

    Jun 27, 2020
  • anon

    Same issues. I put a small package in the mailbox, I lifted the arm to the upright position. When I got home, the arm was up, the package was gone and a letter was in its place. I can only assume the post office has it, but it was not scanned in so I cannot track it. I have heard complaints before about my local branch not scanning items. I guess that I need a scanned receipt to ensure that I can track my package.

    Jun 27, 2020
  • anon

    I am in the same situation as most of the people here, I ordered a pickup, and the mailman picked up my packages but never scanned them, now its been a 5 days, I printed the Label through Mercari and all it says is shipping label created awaiting shipment, luckily I directed them to the USPS website saying Covid delays, and they are willing to give me some time but if the package does not get moving soon, they will file claims against me and I will get dinged for the items.

    Jun 27, 2020
  • anon

    I’ve had package coming from the UK and arrived in Chicago on the 15th when I looked on USPS website. However, when I go on Royal Air’s website for the same tracking, it says the package arrived at the Los Angeles facility on the 16th. However, checking back on the USPS website it still says my package is is still sitting in Chicago, with no movement whatsoever and it is the 25th right now. Contacted the post office and was told that the containers are scanned in coming in from different countries for acceptance, then after getting processed they get scanned in individually. They also said that my parcel didn’t get scanned and to contact the sender. Originally when I reported the problem to the USPS, they emailed me back and said they couldn’t find a physical scan of the barcode that they mentioned. I looked and compared they were referring to somebody else’s package. I told them they mixed olio someone else’s tracking. Just shows how bad things are right now. So now, I just don’t n ow what to do, except to wait, if it ever come in.

    Jun 25, 2020
  • anon

    Is my carrier supposed to scan my accountable mail (insured,certified, etc.) when picked up

    Jun 22, 2020
  • anon

    Waiting for a package scanned in at final destination post office 4 days ago. Keep receiving dairy alerts that state on way to next destination, when it has already reached local final destination post office.

    Jun 22, 2020
  • anon

    Hello I shipped a package 3 days ago and it still has not scanned at the postal office. Should I be concerned or should I just wait. I have costumes waiting eagerly and they are getting impatient. Please fix this.

    Jun 21, 2020
  • anon

    For the past year and a half I have been shipping out packages from my local USPS office; initially items went out biweekly but now I am dropping off items daily. There have been a multitude of issues ranging from packages never being scanned, packages being scanned but getting lost in transit, & everything in between. While having the utmost respect & appreciation for the work all Employees do at USPS, it has been inadvertently frustrating using them as a carrier (delivery by them is an entire issue fraught with so many nuanced & complicated facets, it’s unreal). So in focusing just on the recent problems re: shipping, over the past 2 weeks alone I have been unable to locate, track, or gain any insight into the status of 5 different packages that are MIA. All prepaid items, the USPS has a line for drop off only and hasn’t been administering receipts. Yet while I have a tracking number that is printed out with the label beforehand, it is ultimately useless in that it does not prove the item was received if it does not get scanned. Therefore when calling companies informing them I’ve sent numerous returns, but can’t locate them, they in turn have no Viable actual useful information either to ensure I have in fact Dropped off all parcels for them to be shipped out. On top of this, when I put the tracking information in my account via the online system through the webpage or app, nothing comes up in terms of the boxes being scanned received processed registered documented and so on. Therefore I’m currently at a loss for what to do & am feeling increasingly frustrated at the inefficiency, the Lack of accountability or responsibility on anyone’s part, the absence of any helpful information or suggestions, advice or instructions for how to appropriately respond to these reoccurring problems. If the post office won’t scan my prepaid boxes, but I have to leave them at the drop off if I want anything shipped, how do I attain proof that I did in fact drop these items off? Any input on this matter is greatly appreciated ,

    Jun 18, 2020
  • anon

    I’m having the same issue but I’ve never experienced this before. Because of covid I DO NOT want to sit in line to get a receipt for a shipment I already printed an eBay label for. Unfortunately eBay for whatever reason has issues when printing at home. Sometimes the label prints like it’s trying to print in color even tho I select black and white.. meaning it is clearly an unreadable bar but the scan code at the top is fine. In any case I dropped off a package and of course it was never scanned because the bar is so messed up but what the hell happened to the package?

    Jun 25, 2020
  • anon

    Dropped off 3 packages at Clovis, CA post office yesterday. Only 1 was scanned and is showing transport through the system. The other 2 are showing as "pre-shipment: waiting to be received by post office." I called and spoke to someone at the post office who said I should have demanded my package be manually scanned. It is very maddening that the post office seems to be operating totally without deference to the customer. I have tried to get answers but am given the run-around. I am going to abandon USPS for Fedex ground going forward because the stress on top of all that is going on in the world is needless.

    Jun 16, 2020
  • anon

    Omg I completely know what you mean , at my local post office the man usually just gets my packages and says “Have a nice day thank you!” And I’m like -.- but I don’t want to be difficult so I just walk out now I’m dealing with only 4/5 packages showing scanned and now I’m debating ever going to that post office ever again!

    Jun 18, 2020
  • anon

    I have continued to HAVE to deal with this issue for years any time a new carrier comes. I assumed you started scanning packages to compete with Fedex, UPS, etc Would you personally or any carrier want a mailperson to grab their package from their porch with prepaid postage on it and not scan it. Now the homeowner or business person has to stress that nothing will EVERY happen. A mistake, theft, someone forgetting to scan before it gets on the truck. There is one proper and respectful way for me to ensure that I am covered. SCAN MY PACKAGE WHEN YOU ARE PICKING IT UP. I request a pick up and have to spend so much time like now trying to get the post office to scan my package when they pick it up. Can someone tell me if this is what is supposed to be done. If so why is it not taken more seriously by management?

    Jun 15, 2020
  • anon

    Like others in the comments, I too have had 4 packages now for which I got notifications saying they were delivered but which never showed up. There was even one I got a notification for only to run downstairs seconds after to find nothing there. As with others, in these cases my doorbell does not ring like is offen the case when a package is dropped off. It is usually during night or weekend deliveries I get this problem. It makes me wonder if there is some type of criminal ring with some bad carriers who are keeping packages during this time if crisis. I am going to be checking footage from my building's cameras to confirm evidence carriers did not ever deliver package and possibly file police report . I am in northern NJ, where your own audit shows carriers are not scanning at delivery point already which opens the to theft: once scanned as delivered it's as if it doesn't exist as far as USPS is concerned.

    Jun 13, 2020
  • anon

    I think postal workers are scanning packages as delivered and not delivering packages. I have a camera at my front door. Several packages that were scanned delivered by post office were never delivered.

    Jun 13, 2020
  • anon

    Hello some of my packages are being delivered but not scanned delivered so customers can say they never got there item . When will this problem be corrected thank you. R Saumur RR stuff Ebay seller

    Jun 09, 2020
  • anon

    I’ve sent the parcel to Japan on 23of March. Due to current situation it’s been setting on the Melbourne Airport since 1st of April. I regularly checked progress and now my parcel is nowhere to find and there are no scan details. Frustrating thing is that I don’t have the option to find where the parcel is and definitely didn’t arrive to Japan, because I’ve checked with recipient. Australia post has million prerecorded messages that aren’t helpful in my case. I tried to ring to speak to actual person, but after long wait I was simply disconnected.

    Jun 08, 2020
  • anon

    Label has been created but not scanned, and has been like that for a month!

    Jun 07, 2020
  • anon

    False delivery scans are rampant. Two packages in the past week were scanned as delivered but I did not receive. The GPS locates the delivery scan to the post office, not the "porch"... as claimed, with the intention that actual delivery will take place the following day. With no ability to actually follow up on what has happened to packages which at this point are likely missing. USPS violates the trust we place in it. The tracking information is a ruse and unreliable. This is objectionable!

    Jun 06, 2020
  • anon

    I recently dropped off nine packages for shipping at my post office but the cashier said that she could not scan them . I unfortunately didn’t think anything of it and left but now I’m worried that I won’t be able to track my packages to make sure they are sent . I didn’t get a receipt either.

    Jun 06, 2020
  • anon

    I am an internet retailer and when the postal service picked up my packages on June 2, they scan over 20 parcels as "delivered". I then received frantic emails from customers saying they received notification that their package was delivered. This is a big problem since most customers are from Amazon and risk the problem of bad reviews. I have much respect for the postal service and this is the 1st incident like this in the 9 years doing business with them, but just want to make sure these packges are in transit and will be delivered.

    Jun 05, 2020
  • anon

    Did your packages eventually get delivered? Yesterday, I had 5 packages for scheduled pick up- the mailman picked them up- 20 minutes later I received a message from a buyer saying her package states delivered. All 5 packages are saying it was delivered at my address. I'm concerned these packages are going to fall off the grid or create major delays.

    Jun 21, 2020
  • anon

    I am in same boat- on 6/8 my carrier picked up 120 packages - Amazon/Ebay sales- Scanned all as Delivered. My customers are demanding to know where item is and asking for refunds- The USPS does Not update- My packages were Priority and 1st class- It's been a week- Priority should have made it but getting emails from customers who say Not Received -

    Jun 15, 2020
  • anon

    I dropped off a package in the blue collection bin inside at the Almeda post office in Houston. It's been nearly a week and still has not been scanned in. When I inquired in person I was given a rude response and told it would be delivered and no instructions as to what to do about it. After reseaching on my own I was able to open a missing package case but still no luck. It was a decent size package and a fairly valuable item over $200. It was insured but because they never scanned it there's nothing I can do about it. I'm totally out on this one, it is very painful mentally and financially.

    Jun 05, 2020
  • anon

    UPS stated my package was delivered into mailbox but i didn’t receive it

    Jun 02, 2020
  • anon

    Every time I schedule a pick-up, my package gets picked up but doesn't get scanned into the system for 18 hours. This hurts me since I'm shipping priority. Is there a way I can make sure postal scans the packages for my building or at least hire someone who cars to do their job. Zip Code 20001. Mount Vernon Triangle area.

    May 28, 2020
  • anon

    Hello, Jay. Thank you for your comment. Regarding your concern, please contact your local Postal Service Consumer Affairs Office at https://postalpro.usps.com/ppro-tools/consumer-affairs.

    Jun 02, 2020
  • anon

    I am resident in the Las Vegas Silverado office. The claims from the audit done in that office are valid and I have experienced all of them. On more than one occasion, I would get notifications on my “informed delivery” that the item was left in my box only to receive it many days later after addressing concerned with carriers and calling the local office. The line at the Silverado office is always long, the sense of urgency in operation and knowledge of the clerks is below average. And last but not least, many occasionS I drop off several items at the same Time with paid labels to be mailed, and when I check the tracking some are scanned and are on the way while others stay under the Label Printed status until delivered, not knowing if the item was lost, never scanned or never received.

    May 27, 2020
  • anon

    I purchased something on 5/16/20 and the tracking number was provided to me on 5/19/20. However, to this day 5/27/20 the tracking information has not updated at all and still says label created but not in system. I understand that the usps is busy during this time but it feels like I’m wasting my money! When will it be scanned?

    May 27, 2020
  • anon

    Same thing has happened to me. I put the package in my mailman’s hand on 05/23/20 and today, 06/01/20, it’s still saying that only the shipping label was created. This is very upsetting, because it was an item for a customer and now I may have to come out of pocket to replace it.

    Jun 01, 2020
  • anon

    Did your package get delivered? I have the same problem...I can’t get my refund until it ships. I sent mine on 5/21 and all it says is label created.

    May 29, 2020
  • anon

    ARE YOU LISTENING USPS? CONSTANTLY REFERRING PEOPLE TO FILE "COMPLAINTS" DOESNT DO ANYTHING! We file complaint after complaint after complaint. I dropped off FC packages two days ago at my local post office and now they're just gone! Magically disappeared with no scans. I understand you're busy but that's no excuse. I hear the same thing over and over again with ZERO solutions. Now my buyer and others I trade with think I'm lying about sending their items when for going on three days now after dropping off it still shows "pre shipment". My customers are now thinking about not sending payment. FIX YOUR POST OFFICES!!!

    May 27, 2020
  • anon

    Delivery scan is highly unnecessary! Just send the Priority mail I sent A WEEK AGO!

    May 27, 2020
  • anon

    Two packages from the same sender were accepted and scanned by USPS on 5/13. As of 5/26, only one of the two packages has arrived. The one missing is now showing Pre-Shipment whereas before (on USPS site) indicated not only Shipping Label created // Accepted at USPS Origin Facility and even movement. This is the 4th time in less than 2 months that I have filed missing mail claims. When at my local Post Office, I was informed that the first package had never been accepted by USPS and in fact, had not been shipped. This is not correct. When providing proof of USPS discrepancies, I was told I was lying and was dismissed. To wit - I have had a claim closed THREE times as "resolved" by the Post Master (at my local branch) without reaching out to me via Phone (as requested on the form). After multiple calls to the USPS Customer Service, Claims, Distribution Centers and the OIG, my packages are now being delayed, seemingly out of spite.

    May 26, 2020
  • anon

    I purchased something and my item was said to have been dropped off at the post office on May 21st and a tracking number was provided to me. I understand today May 25th is a holiday but there still has not been a single scan. It says label created but not in system. What is going on? I spend over a grand on my mail and am expecting it to deliver. I am seeing some people say it still delivers even if it doesn’t get a single scan. This is frustrating when you know you spent lots of money on a package and can’t keep track of that package. SCANNING IS IMPORTANT DO YOUR JOB!

    May 25, 2020
  • anon

    Hello I am having a huge and consistent issue with USPS I am now missing 3 items due to them claiming that they are delivering my packages but I’m not home it’s only me and my husband here and have never had any issues with our mail until recently they keep making false delivery claims and false times the days they claim to have come here I was home and never got a knock or even a letter saying they came which I find weird and if I do get a notice it’s after 9-10 pm which is usually not a normal delivery time I’m confused as to what the issue is and why they are not properly delivering my items I have spent hundreds of dollars on items that are now missing but claim to have been delivered I want to know where my packages are really at and why this keeps happening

    May 25, 2020

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