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

    I didn't know informed mail existed until today. Where else are pictures of private citizens mail be routed to?

    Nov 29, 2020
  • anon

    Hello my informed delivery apparently is now sending me alerts for not only myself but my neighbor. Our landlord registered our address as one and it's and A and B listing I have not only called and did a face to face with the post master I reported it and reported it again and her exact words were well what do you want me to do about it! Not only that but out previous carrier stole my package they were unaware I have cameras I showed the postmaster the video and around 8 pm my package mystery appears but was tampered with and now we have a new carrier and he is now delivering my mail to different places on my street I have also reported both those carriers and nothing is being done from the post office all the way to the district office to the county and I have had enough worry to be now having to worry about my monthly packages and I asked if there could be a way for informed delivery to distinguish that I only want alerts for my mail that has been registered at this address for over a year because the neighbors are not putting A and my landlord is not going to pay for different boxes

    Nov 25, 2020
  • anon

    The informed mail works great it tells me about all the mail I am to receive. The only problem is that it is not delivered. Why inform me if I do not get the mail I am supposed to get that day.

    Nov 24, 2020
  • anon

    Our informed delivery, working since 2017, last "informed" us on 11/13, and then email notifications stopped the next day and have not resumed. I unchecked the box for email delivery, saved, then rechecked it and saved. No resumption of email notifications. Changed my email address with usps. No resumption of email notification. Contacted USPS through their site five days ago, still waiting for a response. I can check informed delivery online by logging into usps.com - but so much more convenient to have the notification emailed to me.

    Nov 24, 2020
  • anon

    Informed Delivery has been a mess now for about a week. Login is gone when it was saved, certified mail that I scheduled for redelivery never delivered (local postmaster had no explanation), if the page loads to show packages - it is all disheveled. And today is Sunday, says we have 10 pieces of mail!!! 'Merica.

    Nov 22, 2020
  • anon

    They are definitely not what they used to be or even close. Though I'm sure that Covid has put a strain on the mployees able (or even wanting to) show up for work, but they dropped the ball long before covid-19. I've had issues with so many packages fall into a big black hole or something and being treated rudely by the postmaster and when I couldn't take it anymore, I made a complaint. Well, guess where my complaint went to? The same postmaster. I was pretty much guaranteeing myself retaliation before then. Then a week or so later, I get a package and it looks like someone put their fist through it. It looks EXACTLY like that.

    Dec 02, 2020
  • anon

    Delivery informed shows I should’ve received three letters two days ago but I still haven’t received anything. This happens all the time. Disappointed with USPS service.

    Nov 21, 2020
  • anon

    Did you ever receive the mail how long after? Im going through the same issue replacement ss cards showed in informed delivery saturday 12/12 never came to my home

    Dec 18, 2020
  • anon

    I’ve found that informed delivery for the most part (excluding the last week) works great, sometimes it doesn’t send the email notifications but the images always (pretty much) update and package tracking works great! But that isn’t the case with my local mail carrier! He/She is terrible! Miss placed packages, wrong address mail in my box, my packages in other peoples mailboxes, package locker keys in wrong boxes (like I get a key for locker a and it has mail for someone else in it, and the key with my package goes into someone else mailbox!), or mail/packages flat out not delivered; cited reason “mailbox not accessible” why wouldn’t the mailbox be accessible? And if it’s because a vehicle is blocking the mailbox, how come that vehicle isn’t towed/warned??? Its a constant irritation and I’ve complained to local post office, inspector general, local community enforcement, at this point I don’t know who else to complain to! Nothing has done anything to change anything!

    Dec 17, 2020
  • anon

    Same. We were supposed to receive two different pieces of mail, each on different days, each containing checks. The rest of the mail in our informed delivery showed up. Those two pieces did not. This is extremely concerning.

    Dec 05, 2020
  • anon

    Having the same issue!

    Nov 24, 2020
  • anon

    Site refuses to store sign in info....have to sign in with user I'd and password every time. Also only shows part of picture of incoming mail and no place to enter a new package track number. This has gone on for four days and has ruined this site for me!

    Nov 21, 2020
  • anon

    I signed up for informed delivery this morning, and it shows 0 deliveries for today. I know this is not the case, is this just showing that because I signed up same day? Is it to early for me to be able to see what is coming to me today?

    Nov 18, 2020
  • anon

    Why isn't my informed delivery sign in stay on the file like it has. About 2 days ago I now have to sign in every time unlike before when I just clicked on sign in and it would display.

    Nov 18, 2020
  • anon

    Informed Delivery page not working past couple of days. At first, would start the login then go to blank screen. Now won't accept login credentials. Tried the "forgot login". "forgot password" login options; NO RESPONSE. If the site is down and/or under maintenance, would be nice to post a message on the login screen to inform us of that.

    Nov 16, 2020
  • anon

    Same problem here, Joe. Two days... site not working for me either.

    Nov 17, 2020
  • anon

    WHY would a business whose BUSINE$$ is delivering objects/paper daily to outside containers, come up with a way to make these daily deliveries NOT necessary ??? I can see that I am getting a sale flyer and a insurance bill in my mailbox today. Do I need this today ?? nope. "when would I like this delivered ?" hmmmmm...hey just deliver all mail on Saturday because that is the day that I am off and have weekend to look over mail. SERIOUSLY...this IS going to stop mail del and close sorting facilities. I am pretty sure these plants are not sorting ea days mail. I have 26 yrs in and the decline has stayed straight across and not really dipped much. I see that basically 2 days a week, is when I deliver 10 pcs mail , instead of 2-4. Cutting out daily delivery, will cut out FT carriers...yesss..thats the plan..part time workers delivering parcels and ZERO pensions.

    Nov 13, 2020
  • anon

    I really appreciate informed delivery i could keep track of packages and mail. Recently I was informed about a package that stated out for delivery for 2 days no notice on my mailbox or door or anything. My son went to the post office down the street from us was told that package was at another post office across town . The package was never out for delivery. I was told my son could pick up the package the next day after I think 10 am. That morning the package was left at my front door. Then I could not use informed delivery I was told my address was not eligible. I had been using informed delivery for more than 5 months at my address now I am being told my address is not eligible to receive informed delivery. Why? Informed delivery let me know there was a package for my son that was out for delivery but was not able to be delivered for 2 days. Then to find out the package was never out for delivery it was sitting in the post office across town and then I am banned for using informed delivery to inform about a package for my son. I became very suspicious after this. I have to watch for people seeing a package at my door and trying to take it. Who watches the people working at the post office? Why was i informed was out for delivery when it was at post office across town. I called the post office across town and was told the package was there and could be picked up the next day. I don't know what is going on with some people working for USPS doing what ever they want and penalize the customer who inquired about a package that was out for delivery sitting in a post office across town.

    Nov 12, 2020
  • anon

    I have informed delivery and I get the emails every day with the scanned images of my mail pieces, but I am not receiving some of them. It has been happening very often for the past 2 months. I don't know if the mail carrier is delivering to the wrong P.O. Box or what is going on. I can see a one time mistake, but it happens consistently. It's extremely aggravating when I am waiting for important mail and it shows it is being delivered, but then never is in my P.O. Box.

    Nov 12, 2020
  • anon

    For 2 weeks now I have not gotten notified of what mail is coming, either on my USPS App or my email. Nothing has changed. My email is the same. When I use the App, when using the informed delivery, I get an error message saying "This page isn't working." I would like to know what is wrong?

    Nov 11, 2020
  • anon

    I am also having a problem with most days saying, no image available. I used to get the alert about 9 am but now it doesn't come thru until about 3. I live in a retirement facility and p/u my mail about noonish. So all in all this is pretty much useless right now.

    Nov 11, 2020
  • anon

    Same thing here. It's been so helpful when I'm waiting for important mail to come, same time every day I'd check my informed delivery for that day so I knew when to wait around for something important. Or days it wasn't coming so I didn't waste day waiting around.. And for months now only things that get scanned is junk mail and a notice under those images saying- I "have (x-amount) of other mail pieces not scanned", ect. It's beyond frustrating lately.

    Nov 13, 2020
  • anon

    I have informed delivery and I get the emails every day with the scanned images of my mail pieces, but I am not receiving some of them. It has been happening very often lately. I don't know if the mail carrier is delivering to the wrong address or what is going on. I can see a one time mistake, but it happens consistently. It's extremely aggravating when I am waiting for important mail and it shows it is being delivered, but then never arrives.

    Nov 08, 2020
  • anon

    The problem is a "sweeping error". Your pcs of mail came in front of a camera ...BUT while transferring sorted mail into 1 of 3 towns., a piece mail or 2 ended up in another towns tray. You should get it delivered ...in about 3 days.

    Nov 13, 2020
  • anon

    My ex-roommate and I both used informed delivery. We had a falling out and my roommate moved. Even though they no longer live here they still log in and see what mail is being delivered. So beware if you move to a new place and the previous tenant uses informed delivery, they can be checking what mail you're receiving.

    Nov 08, 2020
  • anon

    Signing up for informed delivery

    Nov 07, 2020
  • anon

    Hello - I'm no longer receiving Informed Delivery emails.

    Nov 05, 2020
  • anon

    I use Informed Delivery and my mail is still not getting delivered or the Post Office is picking and choosing what I get

    Nov 05, 2020
  • anon

    I am facing the same issue. Informed Delivery images worked great since I would be well-informed on the day I was getting some important mail. I am now constantly making trips and checking everyday whether I have important mail or not. Please fix the issue. This has been going on for over a month.

    Nov 05, 2020
  • anon

    Still no images of any mail. Every time I submit this, I receive email saying I'll get a response on 48 hrs.... Lol, been several months now, still waiting...

    Nov 03, 2020
  • anon

    This is a great concept and has used this service for over a year; however, this service does not prevent mail carriers from scanning packages and not delivering the packages. Dishonest mail carriers have victimized me because They know the game. The Sad part is installing cameras at my resident did not protect me from dishonest carriers, even those I have footages proving that the mail carriers did not deliver packages..... but only scan them. not cool I have loss over 300.00 due to the incompetency of the supervisor and manager until they are in my shoes.THE WALL OF SHAME

    Nov 02, 2020
  • anon

    I have been signed up for informed delivery for almost 7 months. Out of that time I have received an image maybe 12-14 times and more than a few if those were junk mail, not first class. The rest of the time it says unable to provide an image. From the mail I receive I can tell you it isn't because the mail is large. In the beginning I filed a complaint and got a ticket number. The result was receiving a long email about all of the possible reasons. I say if you can't make it work and/or provide solutions when it doesn't work then don't tell customers to sign up for the service. It sounded great in theory but reality is very disappointing.

    Nov 02, 2020
  • anon

    I've been very frustrated with informed delivery not sending me scanned images. It's been happening for over 2 months now and other people in my neighborhood are experienced the same issue. Something is broken. please advise when we will begin receiving scanned images again.

    Nov 02, 2020
  • anon

    Informed delivery stopped working for me a few weeks ago (early October). Contacted support several times telling them that I am receiving mail, but when I look in my Informed Delivery dashboard it shows no image and all days show '0' . Each time I get a canned response from support telling me to check my junk email folder. Obviously they are not taking time to read what I am explaining to them as even my informed delivery dashboard shows no mail to be delivered even though I am getting plenty of mail.

    Nov 02, 2020
  • anon

    Has not shown image for a long time. Originally worked great and I didn't have to make a trip to my PO Box if no mail showed. Now seems like a waste of time not knowing if expected mail has arrived. Why not cancel this function because it's useless.

    Nov 01, 2020
  • anon

    On Tuesday Oct 27 2020 My informed delivery Shows that I was getting 3 mail I got 2 but the most important mail I been waiting for 2 months ,was not in My Mailbox It's now missing How can I find out where that missing mail is . I need that mail in an emergency urgent need I must have that mail Please Helppppp

    Oct 31, 2020
  • anon

    Same exact thing. I had scan on oct 31 of 3 pieces. 1 came that day. 2 didnt. Tuesday 1 of the scanned again and came. Except the most important one that was originally scanned for 31st still isnt here. It's been over 10 days. This is disgusting

    Nov 09, 2020
  • anon

    The same thing is happening to us!! An important letter showed on Informed Delivery 11/5/2020 to be delivered that day. Here we are tomorrow makes 4 days later and still has not made it to our mailbox! We needed it days ago!! I have been panicking. Our local USPS office told me that Informed Delivery isn’t reliable. This has never happened before. The other mail that showed came that day except the most important piece!

    Nov 08, 2020
  • anon

    Informed delivery dashboard shows no images and only number of pieces coming. Then email for informed delivery comes at end of day after mail is delivered making the system useless. Why no images?

    Oct 30, 2020
  • anon

    Agree with all of the comments. The service quite working sometime in September. Their email informing me of delivery no longer arrives in the morning before the mail arrives. It now arrives in the late afternoon, way after the mail has been deposited in my mail box. As far as the images, each email now contains the "white envelope" in place of the parcel image in about 9 out of 10 or 12 cases. No longer useful. Nowhere to complain without getting a dose of Trump and someone claiming what a great service it is.

    Oct 30, 2020
  • anon

    Informed Delivery used to be amazing but recently we don't get our email until 6 or 7 pm and typically it is completely inaccurate. Now today the Informed Delivery page won't even load. Frustrating!

    Oct 30, 2020
  • anon

    Why am I no longer able to see my scanned images from informed delivery? It's been happening for weeks sporadically. I get mail, they are the correct size to be scanned, they show up as "Mailpieces that we do not have an image for are included in today's mail" that is viewing through my dashboard and my email notices.

    Oct 29, 2020
  • anon

    At least three times in a couple months I was expecting my mail by Informed Delivery; today it stated my pension notice and it did not arrived;

    Oct 29, 2020
  • anon

    I use to love this service but now there are no images and inaccurate information for packages. I receive emails informing me a package was delivered (but it wasn’t), and then I get another email informing me that the same package ( same tracking number ) will be arriving soon. But it still hasn’t. What is going on?

    Oct 28, 2020
  • anon

    For the last two weeks none of the mails show images even if they are standard size. informed delivery isn't useful without this.

    Oct 28, 2020
  • anon

    No more mail images thanks to Postmaster DeJoy ordering the removal of automated mail sorting equipment. Informed delivery is totally useless without mail images.

    Oct 27, 2020
  • anon

    What happens when I check off in the informed delivery email that a specific piece of email is missing? Bob Wood

    Oct 27, 2020
  • anon

    Same as everyone. No images for a couple months now, and not receiving the same number of items for which there are no images. Only an occasional junk mail image but no first class images. I didn’t have an opinion on mail-in voting before, but I sure do now! Just don’t!

    Oct 27, 2020
  • anon

    Was a great service until about mid September 2020. Since that time I get my email at about 3pm (used to be first thing in the morning) and it just says 'there are mail pieces for which we don't have scans'. I haven't seen any scan for weeks. Obviously the equipment has been taken out or they stopped scanning. I wish they would just tell us.

    Oct 27, 2020
  • anon

    my informed mail has been for several weeks saying there isn't any images of my mail. Also not getting emails until late in day or early evening,.

    Oct 27, 2020

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