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

    Today is April 20th. My stimulus check was mailed on March 26 and I still have not received it. I spoke with my postman yesterday and he told me that they were come in a little at a time. My question is why is it taking a whole month. Even if it was mailed on the 5th of April, I should still have it by now. PLEASE investigate!!

    Apr 20, 2021
  • anon

    Please explain why I'm recieving messages saying mail is arriving soon yet never get it? I have bills behind piling up and need my stimulus where is it!

    Apr 20, 2021
  • anon

    Hello I seen that my eipcard was coming soon. This was on Thursday April 15. We still don’t have any idea when it is coming. Is this some Kline of scam or will I receive it? Also how long does it take? Thank you for your help

    Apr 19, 2021
  • anon

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

    Apr 28, 2021
  • anon

    I have the same problem as everyone else, but I called the IRS to get a payment trace and the automated system said that their call volume was too large and to call them back another day! What a joke!!

    Apr 19, 2021
  • anon

    You need to keep trying 15-20 times back to back, might put you on queue with a hold of 20-25 mins. If you try 7 AM your time then bit easier. Nothing guaranteed.

    Apr 19, 2021
  • anon

    Just got off phone with irs and they told me give it a month and if i dont receive it call back may 8th to do a trace on it. I got same image on informed delivery if we read it again it says its arriving soon not in the mail box. I also called eip number and it said my ssn and zip was not found hope this was just an error in there system because maybe its a check and not a card. I know we need to catch up on bills.

    Apr 19, 2021
  • anon

    Informed delivery showed we were receiving an IEP card Monday April 12. Today is Monday April 19 and have yet to receive it. Who am I supposed to contact about this?

    Apr 19, 2021
  • anon

    It would be nice to know the process that inform delivery goes through. Its difficult to explain why they did not receive what ID said they would receive to a customer. Knowing where the picture of their mail was taken would help. We have so many customers coming in that will say ID say they should get their stimulus check only to get everything but. Missent happen and takes time if pic is taken way before our facility we can assume that check was sent else where but if it was taken close by its sure to make ppl think worse of our facility.

    Apr 18, 2021
  • anon

    Says my third stimulus was mailed on March 26 I received a image on my informed mail on April 9 but still no check an now it’s the 18 what should I do

    Apr 18, 2021
  • anon

    the same thing happened to me and i still havent received it

    Apr 19, 2021
  • anon

    UPDATE! My check was mailed on 4/2. It showed on Informed Delivery on 4/6. Today is showed up!!! BUT it was in my neighbor’s mailbox!!!! So there is hope!!! And check with your neighbors!!!

    Apr 17, 2021
  • anon

    My comment is dealing with a scanned settlement check that was scanned on April the 10th for delivery by the end of the day. It is now April the 17th and still now settlement check in my PO Box. I have been getting other mail, but when it comes to 'monetary' checks they some how get lost, misplaced in someone else box, or I'm asked to check back in a few weeks because it's arriving late. I'm hoping that nobody dishonest within the postal service is doing something that they know they shouldn't be. I've filed a formal complaint and waiting for a reply on the resolution of this issue with my local post office. I also notified the settlement administrator to let them know I haven't received my settlement check and sent them a copy of Informed Delivery image of the check which was received by the post office and never reached my PO Box.

    Apr 17, 2021
  • anon

    IRS say to get 3rd Stimulus on March 26. Scan of actual picture of stimulus shows going out for delivery from USPS Informed Delivery App. Just like everyone else on here- NOPE no Stimulus delivered. Reported it to United States Postal Service- they could not care any less, and were rude about it. There is something very sinister going on here and the post office is hiding the fact of all of these missing stimulus payments. Where did the hell did all these stimulus cards go? Are the postal employees taking them? Why is this being covered up?

    Apr 17, 2021
  • anon

    I have had the same issue. Received the email that my stimulus check was coming. .and it did Then received another scan 4/9/21 that an EIP card was coming soon.. I'm no computer whiz, or technical expert, but the fact that this happening TO SO MANY of us on ID.. I'm kinda thinking USPS had a major "glitch" in their system that is scanning these EIP envelopes to most of us on ID.. I even went one step further and called METABANK and entered the required information ( ssn and zip) and the automated service said "no account" found with that information....so that tells me there was NO EIP card ever issued to me. With this happening to so many of us ..I am beginning to think that there is a glitch in USPS ID.. . I dont know what other explanation could be happening..??

    Apr 16, 2021
  • anon

    What happened after that cause the same thing is happening to me

    Apr 19, 2021
  • anon

    How long can you continue to use informed delivery service?

    Apr 16, 2021
  • anon

    Scan showed check to be mailed on the 23rd of March. Get my payment still says it was mailed on 26th. Still nothing. I really think Usps postal workers stole them.

    Apr 16, 2021
  • anon

    Omg I feel the same way I got through to the IRS today and she told me my check was delivered to my address days ago so I went to the post office and my mailman says he stuck it in there Friday I have informed delivery and nothing shows but coupons Friday and that’s exactly what was in my mailbox so I’m confused on what is going on

    Apr 16, 2021
  • anon

    Did they say they were going to mail you another one? My scanned in on 03/29 and i still didn’t get it

    Apr 18, 2021
  • anon

    Informed delivery said two stimulus checks were arriving on Monday. Everything but these arrived. I'm very concerned that we need to stop payment because they've been stolen. It sounds like a whole lot of theft going on. Meanwhile, they sent refunds direct deposit just a few weeks ago. So irritating.

    Apr 15, 2021
  • anon

    FYI - The IRS said my payment was mailed on April 2nd. Informed Delivery showed the image on April 12th. I received my check today on April 15th.

    Apr 15, 2021
  • anon

    I received thru email on informed delivery and saw my IRS stimulus check and stated I was getting on the 6th of April and as of now the 15th I have not received nothing, but everything else they scan I always receive. This is ridiculous ! I have even reported it and of course the USPS doesn't care all they say is they are investigating. Hundreds of other people on Facebook are stating the same is happening to them. We had to wait long enough for the IRS to send and now the USPS all I can say or think is that the USPS is stealing our mail.

    Apr 15, 2021
  • anon

    PLEASE READ!!! I had the same issues as everyone here. My check was scanned on 4/3 and still nothing. So, I decided to re-check the "where's my stimulus" site and it changed from my check going out on March 26th to NEED MORE INFORMATION!!! That means my check was returned to the IRS and I needed to provide direct deposit information. PLEASE CHECK FOR YOURSELVES!! I am on cloud 9 feeling like I at least know what happened!! If your IRS site now says NEED MORE INFORMATION, your check has been returned. Hope this helps!!

    Apr 15, 2021
  • anon

    Thank you for the info. Did you get your direct deposit ? Since my location changed based on client visa - temporary move. I opened a PO Box at same location. But still Usps I assume have returned the stimulus Cheque because ( I was able to track on ID) USPS confirmed they will forward to my PO Box but did not. Can’t trust them and top of that they are rude. They made me travel thrice from PA to NH.finally Got a appointment with IRS in person in 2 weeks time. This payment has caused more trouble than help. ( all my three EP USPS messed it )

    Apr 19, 2021
  • anon

    I received a message with the image of the envelope in my Informed Delivery and it's been two weeks and I haven't received my check.

    Apr 15, 2021
  • anon

    Informed delivery showed a picture of my stimulus chgeck april 6th and its the 15th i still haven't received it i put in a change of address march 21st and still no mail at the new address i really needed that payment thats why i changed my address hoping I'll receive it with no problem I've talked to numerous people and no one can tell me about my mail or where it's located

    Apr 15, 2021
  • anon

    At this point i give up my check was scanned in on 03/29 and i still have not received it. I hope the usps gets investigated because there is no other explanation as to why i have not gotten it other than then postal worker stole it that day. I am very angry and really needed that money for my son and i. I hope whoever took it rots and loses their job.

    Apr 15, 2021
  • anon

    Scan showed on 4/6 that my stimmy was coming however its now 4/14 and still nothing this is just stupid

    Apr 14, 2021
  • anon

    Have you received anything yet?

    Apr 21, 2021
  • anon

    Informed Delivery scanned last Friday that the “valued citizen” envelope was in the mail for that day. I still have yet to receive it. I can see I’m not the only one this is happening too...

    Apr 14, 2021
  • anon

    But when you get the informed delivery and truly read it correctly it does say that an EIP card is on its way to you soon. It doesn’t say that this item is in the mail. I think we are getting confused because any time something is scanned it’s usually in the mail that day, however this was just a notification and informed delivery to let us know that we will be receiving one soon

    Apr 14, 2021
  • anon

    Yes but I got mine the same day it was scanned 3/27 on that same day. Now my husband's was scanned last Friday and all the sudden his didn't come either and post office has no clue but it was scanned. In all of yrs having this app as soon as it scans it comes that same day I know what to expect. This is just ridiculous.

    Apr 17, 2021
  • anon

    My stimulus was supposed to be here Friday April 9th it showed on informed delivery. my mail out date was March 29th. I still have not received anything and I checked off that I didn't receive the item. This is very frustrating because I have not received my taxes either they are still processing I wish I could at least have my stimulus.

    Apr 14, 2021
  • anon

    The second stimulus I was supposed to get was sent to an old address, I did already have informed delivery and forwarding in place. NEVER GOT!! Now the most recent one still have forwarding in place, paid to extend it just in case and still have informed delivery, was sent out March 29th. Have called old post office they know who I am and they said they NEVER got either of them and assure me they forward (very small town). USPS is dropping the ball, not just with stimulus but with everything.... but this is messing with people's livelihood!!! This is not right!! Someone needs to step in and do something....Makes me really wonder about the mail in ballots at voting time.....

    Apr 14, 2021
  • anon

    IRS website says my check was mailed out on March 26, 2021. April 2, 2021 Informed Delivery stated my EIP3 check would be delivered. AND NOTHING. I got everything since but that check. I checked the box saying it was missing and nothing. Went to the local post office and they weren't helpful at all. The clerks were all rude. Requested to speak with a courier supervisor but they denied me that. Reached out to the IRS they said I can't submit a trace or lost check until 4 weeks from March 26, 2021. Informed delivery is pointless just like the clerks at the post office. Frustrated from Charlotte 28216.

    Apr 14, 2021
  • anon

    Oh wow, all of your comments are freaking me out now.

    Apr 14, 2021
  • anon

    I had a scan on 04/02/2021 for a envelope from the treasury office in Philadelphia addressed to "Valued Citizen". People said its the EIP, however it is now 04/15/2021 and I havent received this piece of mail. I've already reported it missing and nothing has happened. What's going on??

    Apr 14, 2021
  • anon

    My Question is the Scanned Mail pictures of the Stimulus EIP3 Cards Envelope is that real? because the scan on my IRS letter April 1st 2021 showed as well I never got it? What is happening to those Images? This is making me very scared & worried.

    Apr 14, 2021
  • anon

    I got a Informed delivery picture of my Stimulus check and my tax return in the form of an EIP card. There was like 10 pieces of mail yesterday, I however did end up receiving my stimulus check thankfully but my tax return (EIP Card) did not arrive. My tax return is a lot more then what this stimulus check is giving me. I'm concerned because it was scanned and not delivered but it's not usual this happens. I see a lot of folks going through the same issue of having mail scanned but not delivered this can't be a coincidence can it..

    Apr 14, 2021
  • anon

    An EIP card is an economic impact payment card, it has nothing to do with your refund. Your tax refund would not be coming on that card.

    Apr 15, 2021
  • anon

    ah, i see well that's strange i suppose i misunderstood then. Thanks for the headsup, it is strange i suppose that i was getting a mail for a Mastercard same day as it was supposed to arrive given the date i read it was shipped. I connected one and two and thought it could be in the form of a card. Appreciate the clarification.

    Apr 15, 2021
  • anon

    so i got one piece of mail from the irs yesterday but still no stimulus check my check was scanned to come on 03/29 this is bull, the post office needs to figure this out and make a statement about it. at this point everyone is thinking the employees are stealing our money which i think so since they are not giving everyone their mail. The irs needs to investigate this issue asap!

    Apr 14, 2021
  • anon

    I got that notice and informed delivery value citizen 123 any Street any Town USA can somebody explain to me what that is

    Apr 14, 2021
  • anon

    that is the picture of the stimulus check. it doesn't have your name or address on it but i assure you its your check because i got the same image and thankfully received mine yesterday.

    Apr 14, 2021
  • anon

    If it doesn't have name or address on it how do they know who it goes to and to where it goes

    Apr 26, 2021
  • anon

    How long after the picture did you receive ?

    Apr 25, 2021
  • anon

    how long did you have to wait?

    Apr 14, 2021
  • anon

    Can you tell me when you receive the scanned email stating it would be on its way to you? I’m trying to see how long it took you to get it after you seen informed delivery. I had an informed delivery for my EIP card as well last Wednesday I’m hoping it will be here this week. It shows that it’s coming from Nebraska so it takes about five days

    Apr 14, 2021
  • anon

    Looking for my economic payment card, said Monday still nothing today!

    Apr 13, 2021

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