Say you run a business – a big one – and you come up with a new product, one you believe can benefit millions of potential customers. When it becomes available, you want to make sure your salespeople can tell customers about it…right?

Three years ago, the U.S. Postal Service rolled out Informed Delivery, a free feature which allows customers to digitally preview their letter mail and package delivery via email notifications, online dashboard, or mobile application. Postal Service Headquarters staff from Corporate Communications and Delivery and Retail Operations provided instructions to employees at USPS retail facilities on how to direct customers to sign up. So how did they do?

Pretty well, as it turned out. As we noted in our recent audit report, retail window employees at 33 of 34 of the randomly selected retail units our auditors visited correctly referred us to the Postal Service’s Informed Delivery website when asked about how to sign up. At the one facility where the employee incorrectly responded to our inquiry, local management took immediate corrective actions. Postal Service managers and staff we spoke with at the headquarters, area, district, and local levels attributed these positive results to the quality of communication provided about Informed Delivery.

Have you inquired about Informed Delivery or another USPS product or service at a post office? Did you receive helpful answers? Let us know and comment below!

NOTE: Unfortunately, the OIG cannot help with delayed or overdue stimulus checks. Please address concerns to the Postal Service’s Consumer & Industry Contact Office Locator (formerly Consumer Affairs). Thank you.

Comments (1079)

  • anon

    This is like the third time I have NOT received my mail when informed delivery claimed I'm supposed to have some mail coming. Mailbox is empty once again.

    Feb 06, 2021
  • anon

    Just wondering why I had haven't received my EIP CARD when I've been notified 3 times by informed delivery it was coming soon with the little blue box

    Feb 05, 2021
  • anon

    Agreed. I have the same issue. So weird that this is not National news

    Feb 09, 2021
  • anon

    Agree. This is clearly widespread. Why is the post office doing nothing to correct this, look into it and correct the problem? When I contacted the Office of the Inspector General to complain and star a case, the person I spoke with expressed shock this was happening. This is their site!! Why are they not taking any action on these comments. The attitude at post office and relative to this site is incredibly nonchalant!

    Feb 13, 2021
  • anon

    Informed delivery email me my image of my stimulus check on Monday February 8 2021 here it is February 12 2021 still nothing if you ask me I believed that the United States postal service is stealing stimulus check or purposely sending them back but most likely they are stealing and I believed something needs to be done about it I said it should of made the news that’s sad when all the mail that shows up on inform delivery shows up except the stimulus check something not right some of these postal worker are crooks will lie to u like they sent it back for no reason come to find out it was cash this was my 1st stimulus check stay on them cause something going on

    Feb 12, 2021
  • anon

    My check showed scanned on Jan 25th and I just received mine today Feb 9th. Don't give up hope. Easier said than done I know but hopefully yours will be delivered soon.

    Feb 09, 2021
  • anon

    mine was scanned on January 25th. and it's already February 19th and I still didn't get mine

    Feb 19, 2021
  • anon

    IRS + USPS = TOTAL DISASTER IRS messed up and now even those of us who got the first stimulus by direct deposit are having the second one mailed for some reason. Informed Delivery had mine scanned on January 26 and I still have not received it. So now USPS has dropped the ball. Oh, and you can't get a hold of either of them about it or they just blow you off. Total failures.

    Feb 05, 2021
  • anon

    I received the informed delivery email with scanned mail but have not received the mail for over two weeks. I clicked report missing mail and checked the box now what? Where is my mail?

    Feb 05, 2021
  • anon

    Informed delivery showed 17 pieces of scanned mail that was supposed to be delivered. 1 of those pieces of mail (1st piece scanned) was the stimulus check. Weirdly I received every piece of mail except for..you guessed it..the stimulus check wala! This is the very first time that my scanned mail for the day had mail missing. Post office told me to wait and it’ll come but it’s just too coincidental

    Feb 04, 2021
  • anon

    Same Exact Thing Is Happening To me right now

    Feb 06, 2021
  • anon

    Same here kinda fishy how all but that stimulus check out of my informed mail came, plus the post office I use got a 1.7 out of 5 stars. I got rude disrespectful in person experience twice and saw my mail carrier drop mail on the ground at my maip box.

    Feb 05, 2021
  • anon

    We have had the same thing Happen. What did you do?

    Feb 05, 2021
  • anon

    I have a missing postal service informed piece of mail which is a stimulus check that was scanned on 1/28/2021. I have waited 7 days post office telling me now to call consumer service. I have pictures showing that the stimulus check was scanned.

    Feb 04, 2021
  • anon

    Where it states " facility where the employee incorrectly responded to our inquiry, " that is true. I am probably one of the employees who said it. First, when an new procedure is introduced one should always inform EVERY employee. The public or our customer think that usps employees are in cucustomer ....in fact we are. I was not aware because I was not inform of this produres. And I'm ssda ( window clerk) My thought...you didn't turn a negative to a posutive by this statement ", "local management took immediate corrective actions. Postal Service managers and staff we spoke with at the headquarters, area, district, and local levels attributed these positive results to the quality of communication provided about Informed Delivery." This should haven't never taken place, communicating is the key. Don't toot your own horn by your own mistakes and creating more work and creating bad publicity. Think about it Hoping thing may change

    Feb 04, 2021
  • anon

    My identity Theif used this feature to know when my or the ones she ordered with my money. packages would be delivered! Pretty awesome right.

    Feb 04, 2021
  • anon

    Has anyone received their stimulus check after seeing it in informed delivery over a week ago? Mine was scanned in on the 25th and it's now Feb 4th? Where the heck is my check????

    Feb 04, 2021
  • anon

    Yea same thing I haven’t received a thing.

    Feb 04, 2021
  • anon

    Mine said the samething

    Feb 04, 2021
  • anon

    Mine said the samething and i still haven't received it

    Feb 04, 2021
  • anon

    IRS mailed my stimulus check out January 6th. It was scanned as I received image of the Treasury Envelope with visible Pay to the Order of through window of envelope. It is NOW February 3rd and still no check. I filed 2 missing mail forms with NO RESPONSE...So I decided today to go to Local Post Office only to be given ANOTHER form to fill out for missing mail. CS said she would fax that form directly to facility that processes mail. Next step for me is to get might legal advice/involved since this is Government that we are dealing with. All these MISSING checks and cards..... seems shady to me???

    Feb 03, 2021
  • anon

    I had the little blue box twice and I haven’t received anything it’s been two weeks. I’m just going to claim it on my taxes at this point I don’t think it’s coming

    Feb 03, 2021
  • anon

    I’m in the same boat now the blue box with the scanned photo of my stimulus check envelope, other mail scanned along with it shows up but that don’t. I’m terrified of claiming the rebate because of someone stolen and cashed it it could flag my taxes and hold that up too

    Feb 03, 2021
  • anon

    My informed delivery stopped working, The last scan I received was Jan. 23, 2021. When logged on to see what the issue was, I received a message that my address did not qualify for informed delivery. What's going on?

    Feb 02, 2021
  • anon

    Same issue im having. Smh... This is unbelievable

    Feb 01, 2021
  • anon

    I received the EIP payment card coming soon message a week ago. Went to my local PO to ask about when it may show up and was told that Informed Delivery doesn't tell you what is coming that day it is just letting you know it has reached their branch...which has never been the case what is in the email usually always shows up that day....I asked for a manager and was told nobody was available. Went home to search online for a phone number and the only number for our local branch was the 800 number and good luck trying to speak to a human on that. I check back here all the time hoping to find ONE person who has actually gotten their card after receiving the soon message but so far no luck.

    Feb 01, 2021
  • anon

    I received notice on informed delivery about economic payment card on Jan 6, 2021. No card. I've done 2 lost mail reports only to have both closed same day reported, stating "all mail received for you have been delivered". No true! IRS will not help due to them making sure card is not received or "double issued". Today, Feb 16, 2021, I have received yet another email from informed delivery stating my card will be in my box soon. I don't understand whats going on but that card would help out tremendously right now as a single mom of 3. My freaking car note is behind. I wish you guys luck in receiving soon. Stay blessed.

    Feb 16, 2021
  • anon

    I've been waiting since 1/21/02 when I received my notice thru informed delivery...I'm a disabled senior and at the senior complex where I live the mailboxes are two blocks away. I can't be going down and checking every day.

    Feb 03, 2021
  • anon

    This is so frustrating, same thing happened to me. The post office is messing up somewhere. I wish I was there with you at post office to ask if the system shows when it gets to branch then why do I get informed about other mail, two days later and it shows up. But not EIP that was scanned into branch two days ago. There is no excuse for this, and it makes no since. I wish the post office was more helpful.

    Feb 02, 2021
  • anon

    EIP payments

    Feb 01, 2021
  • anon

    Check shows scanned in on 1/25 in informed delivery but I haven’t received it. I got all the other mail scanned in that day but not the check. Post office lady wasn’t helpful at all. I clicked the box that I didn’t receive this piece of mail, not sure what that even does. Funny how all my other mail was there and not the check. Others have said they got it either the day it showed in informed delivery or the next day. I still haven’t received it. Anyone else have this issue??

    Jan 31, 2021
  • anon

    Same here except it was an important W2. Scanned pic with other pieces of mail then I receive all of the mail except that one piece. Next day still no sign of it. Called post office and got a story of how it’s not scanned there and it could take a few days. Why then do o get the email the morning of and it shows what is coming that day?!

    Feb 02, 2021
  • anon

    Same thing happened to me on the 29th, it scanned my stimulus and two w2 forms i haven’t received any of that stuff but all other mail came in without missing a beat.

    Feb 01, 2021
  • anon

    Same here, yesterday told me stim and w2s coming in and mail truck hasn’t even come past since.

    Feb 02, 2021
  • anon

    Check shows scanned in on 1/25 in informed delivery but I haven’t received it. I got all the other mail scanned in that day but not the check. Post office lady wasn’t helpful at all. I clicked the box that I didn’t receive this piece of mail, not sure what that even does. Funny how all my other mail was there and not the check. Others have said they got it either the day it showed in informed delivery or the next day. I still haven’t received it. Anyone else have this issue??

    Jan 31, 2021
  • anon

    yes having that problem now!! All other mail come but the check that was scanned in a week ago from this past Friday !!!

    Apr 10, 2021
  • anon

    Have u received it?

    Feb 21, 2021
  • anon

    Same thing happened to me. I received image of scanned EIP and something from my bank and one piece junk mail on Friday 29th. I only received junk mail. I got an image the following day of another piece of junk mail and wow it showed up. Something ain't right. Not sure what or who it is but someone needs to look into this.

    Jan 31, 2021
  • anon

    My Informed delivery showed at my old address that my stimulus was scan on the 11th of January but still haven't received my stimulus check, I put in a change of address on the 10th, but it's been 14 days and still haven't receive my forward mail from old box, that should include my stimulus check

    Jan 31, 2021
  • anon

    Until informed delivery is able to track a letter from the moment it is scanned to moment it is delivered then it is almost useless

    Jan 31, 2021
  • anon

    I am beyond pissed!!!! This is the 4th time my husbands check show to be delivered and didn't come. The 1st time the postal workers put it back on the truck because his name wasn't written inside the mailbox and he was able to catch her and she had it on her truck. The last few times it took them 8 days to deliver. One other time it never came and his VA check had to issue him another one. This is beyond sad and unacceptable. They need better workers . He went today to see if they had hus check and he was told they bot even going to look. Bad customer service! He is a Veteran and gets treated with no respect!

    Jan 30, 2021
  • anon

    Hi Courtney, my brother had problems with VA check being taken from mailbox so I helped him have his check directly deposited. he never had a problem afterward. https://www.va.gov/resources/direct-deposit-for-your-va-benefit-payments/

    Feb 14, 2021
  • anon

    It's been 3 years that I don't get pictures of my mail . I've complained all the way to Washington post master general. No answers all I get is a robot that can't answer shit. It works for other people why not me?

    Jan 30, 2021
  • anon

    Informed delivery worked well for me for about 2 years. Then late April 2020 it quit sending images. I have called Informed Delivery tech support many times and nothing is ever resolved. Almost a year now with no images. I get notices about packages arriving and notices that I have pieces of mail, but no images. Informed delivery is a joke that USPS keeps advertising as being available. Is some 3rd party company is being paid to scan letters, getting paid without doing any scanning? Is this possibly fraud that USPS doesn't want to admit to being part of?

    Feb 12, 2021
  • anon

    Reading through the comments. I get inform delivery and Jan 25 2021 I got a little blue box stating, My EIP payment will arrive soon. Nothing was there, I was confused, so I called my local post office she told me to wait a couple days. Now Friday January 29th I received the same little blue box from inform delivery stating my EIP payment will arrive soon. Later that evening I received my EIP Payment direct deposit in my checking account. Don’t know why IRS send the notifications as such through inform delivery, it just confuses a lot of people.

    Jan 30, 2021
  • anon

    I got the same blue box that says stimulas is coming but nothing jan 14 2021 today is feb 2 2021 ..whats going on....

    Feb 02, 2021
  • anon

    Informed delivery is constantly wrong and packages never deliver unless you file claim after claim. The informed delivery indicates mail for the day which arrives in your mailbox 2-3 days later. The USPS in Atlanta never responds at all!!!!!! I have package that arrived the sorting center 1/16/21 and has not delivered. I file a claim on line daily "Wheres my Package" and I still as of today ask Where's my package??????

    Jan 30, 2021
  • anon

    If your EIP or stimulus check is missing report it to your congress person and include a link to this page. This is ridiculous if the usps is stealing checks. Find your congress person here: https://www.house.gov/representatives/find-your-representative

    Jan 29, 2021
  • anon

    Same with most of these comments. I have received two notices in Informed Delivery. 1/11 and 1/29. The little blue box saying a card will be arriving in your mail box soon. I already know I get the runaround chatting or emailing, but I did it anyways. I was told today by a chat agent named Jenjira with USPS, "The image that you are referring to is the marketing campaign form the IRS, not the actual incoming mail piece." Nothing makes sense. She told me to contact my local office for further info. Small town so it closes at 12:30 pm. Hopefully try tomorrow maybe.

    Jan 29, 2021
  • anon

    Informed delivery said I was receiving my eip card on the Monday the 25th of January 2021. I never got it. I waited to see if it might come later that week, and now it’s Friday the 29th January 2021 and I still haven’t received it yet.

    Jan 29, 2021

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