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 (188)

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  • 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
  • anon

    I dropped a package off and handed to the postal clerk and they scanned at 3:57 pm. Then scanned the package delivered at 3:58 and then return to sender at 4:00 pm. I considered the fact that it make have been done by accident however all of my packages i dropped off show this. This is a serious problem that i expect to be contacted about. The clerk and another lady are CONSTENTLY rude and now they are aparently not sending my packages. Id consider this fraud! You have my email, id love to provide the tracking numbers to have this investigated!

    May 23, 2020
  • anon

    I have been having a problem with both package drop off and carrier pickup being scanned as received by USPS. I believe this could be corrected if, in addition to the special drop off window at the post office, that a scanner also be provided so that customers being able to drop off the packages, they can personally scan their package and be assured that tracking will be correct. I have recently had a package I dropped off May 1 not show received by my local post office until May 17. This is unacceptable. At this time, the only alternative to me is to wait in line to approach an attended window to get a scan receipt, which takes up my time as well as that of the postal worker. Providing a scanner for customers is the answer - please consider this feature. An if you would like a pilot location to evaluate the process, please start with zip 36695 and/or 36608. These offices seem to have recurring problems with scanning. Thank you for any consideration of my suggestion.

    May 22, 2020
  • anon

    I sold an item on Poshmark on May 19. I placed a order for a free scheduled pickup the next day on the 20th. The first red flag was when usps sent me an email saying they picked it up, but it was still on my porch at 6:25 am, I’ve never had my pickup that early I was skeptical. Then I kept checking to see if maybe It’d be picked up when my mailman drops off our mail. I checked later on at 6:30 pm and my package was picked up, and my mail was delivered. I received an email about 10 mins after saying that they have successfully completed my pickup. I checked the tracking this morning to make sure it was moving. But it still says the the package is in pre-shipment. It’s been 2 days now. I’m worried that my package might be lost. Reading all of the comments under this is very discouraging. I know USPS has a lot on there plate with the situation right now, but I’ve never a had a problem like this 2 months ago.

    May 22, 2020
  • anon

    Hello, Damilola. Thanks for your comment. Please file a complaint directly with the Postal Service at 1-800-275-8777 or at https://emailus.usps.com/emailUs/iq/usps/request.do?forward=emailUs. Just choose the tab marked "Where is My Package" or "Where is My Mail."

    May 22, 2020
  • anon

    I shipped 2 priority mail packages and they were not scanned at pickup. So there is no tracking and the packages have not arrived yet. This is very concerning and the packages are important The service I used was a postal solutions in forest hill Maryland. This is the first time I have had an issue. How can I find out where my packages are

    May 21, 2020
  • anon

    Hello, Rebecca. Thank you for your comment. Please file a complaint directly with the Postal Service at 1-800-275-8777 or at https://emailus.usps.com/emailUs/iq/usps/request.do?forward=emailUs. Just choose the tab marked "Where is My Package" or "Where is My Mail."

    May 22, 2020
  • anon

    I dropped off 3 packages at the Fort Worth Altamesa site yesterday morning and still don’t have an update on tracking. It only shows that the label was made. They were printed labels I printed. I also have a package that has been in transit since May 11th 2020. This is insane what is going on with USPS. Do they just not care anymore?

    May 21, 2020
  • anon

    Every single time I am expecting a package through USPS the tracking shows delivered before it actually arrives. Today I am expecting a package and the tracking system shows that it was delivered just after 9 AM. There is no package and I’ve been home all day. Based on all previous experiences over the last year+, the package will arrive within the next two days. I have filed complaints in the past, and was told “It’ll show up in a couple days and if it doesn’t contact us again”. I have heard that rates and bonuses are tied to on-time deliveries. If this is the case, then this is straight up fraud. At best, it is terrible customer service. ZIP: 11215

    May 20, 2020
  • anon

    I just handed my packages to my driver , told him could you scan these from now on I have multiple lost/stolen packages every couple of days. He said "No, I don't have to do that." Houston, TX

    May 19, 2020
  • anon

    Scanning is useless. I’ve had multiple packages go off the grid in the past month. I dropped them off with printed labels. They never got scanned. I had to contact my customers to apologize. It turns out that many had received their packaged. They were never scanned. Ever. Im currently waiting on a large appliance. The labels were created on the 9th. The delivery date is the 20th. The tracking has not been updated. I have no idea if the post office ever received my item. I work for a retailer that does high volume shipping of time sensitive and critical supplies. I’m going yo have to recommend that we cease using the post office because we can’t afford to have thousand dollars of merchandise lost in the cosmos.

    May 19, 2020
  • anon

    Dropped off 19 packages on Friday morning. 17 were scanned and en route to their destinations. 2 are showing up as not dropped off to USPS. One was an expensive piece of artwork. The lady took that one from me personally and placed it on the desk in front of her. Now It's showing they never received it. How do I resolve this?

    May 18, 2020
  • anon

    Hi All - i'm not here to bash the USPS as I respect those putting themselves on the line during this pandemic to make sure we are receiving our mail. That being said, I bought a sealed vinyl record from a reputable seller (whom i've purchased from before) in Chicago. He shipped it media mail and dropped it in his local post office drop box on April 17th, 2020. It's now May 18th, 2020 and it's still in pre-shipment status online and hasn't been scanned anywhere. I've already submitted a claim online to USPS, and have spoken with both the post office it was shipped from and my local post office in Philadelphia, PA. I was told by both post offices that the address label was bad and that my name was in the "address" line" , etc. Yet the seller says his print label receipt looks perfect. So i'm not sure why: - the label would look that way - why if they can see the label was bad why wasn't it scanned - why it hasn't been returned to seller as it's undeliverable yet after 30 days The seller has offered a full refund but this was a sealed LP from the early 90s (which are hard to come by) and would be irreplaceable. While I don't mind the refund, in this case i'd rather have the product. I get things are delayed because of the global pandemic but there seems to be too many things being lost. I've submitted a missing mail package twice and it keeps getting automatically sent to my local post office instead of where it originated from. Is it possible it's still out there and, because it's media mail, would take awhile to get back to the sender? Is it lost? any advice? Thank you in advance.

    May 18, 2020
  • anon

    Hello, Pete. Thank you for your comment. If your issue has not yet been resolved by the USPS Office of Consumer Affairs, please file a complaint with our Hotline. You can access the online complaint form at www.uspsoig.gov/form/file-online-complaint.

    May 18, 2020
  • anon

    Dropped off 20 packages, only 9 got scanned. All first-class packages, but this has NEVER happened to me before in the 5 years of selling. The ones that weren't scanned at drop off updated once it reached the final hub. Not sure if I'm allowed to post tracking numbers here, but basically it looks like "Shipping Label Created, USPS Awaiting Item" straight to "Arrived at USPS Regional Destination Facility" (the destination state's usps). No updates in between. It took a very long time for these packages to deliver though. I live in Cali and one of the ones that weren't scanned also went to Cali. Took 5 days for that package to deliver when the scanned Cali packages (even further away from me) took 1-2 days to deliver.

    May 17, 2020
  • anon

    Hello, Jenny. Thank you for your comment. Regarding your concern, please file a complaint directly with the Postal Service at 1-800-275-8777 or at https://emailus.usps.com/emailUs/iq/usps/request.do?forward=emailUs. Just choose the tab marked "Where is My Package" or "Where is My Mail."

    May 18, 2020
  • anon

    Oh, sorry. This wasn't a complaint. I get how busy they are, especially during corona and how they aren't getting paid extra. Just wanted to let others know that their trackings should update later and to not worry so much. + extra info for the people worrying- one of my packages took 1 week and a day to update. So I wouldn't assume it's lost until maybe 2 weeks.

    May 18, 2020
  • anon

    I feel for everyone in these comments. I have had over 30 packages gone missing since April with Usps. That’s thousands of dollars. Dropped off packages in the drop box, only half will be scanned and sent to the next facility. There’s so many packages missing at this point and I’ve tried so many different options I feel stuck. I went to my local post office and dropped off around 30 packages. Only 1 didn’t get scanned and never got delivered. eBay doesn’t cover this so this is just lost money even though it was shipped out. I go to the post office across town and use the drop box for around 10-15 packages, same thing half of the packages get delivered and half of them do not and never even get scanned. I schedule a pickup, they don’t show up. If I leave them outside the next day, even if I didn’t schedule a pickup they will pick up the packages because they know they didn’t pick them up the day before. Even when I have a pickup scheduled and they DO show up, 2 to 3 of the packages do not get scanned every single time. This has literally been happening since April and I have sent out over 300 packages and had majority of them lost by usps. I’ve gone to every single post office I can to see if it’s any different and it’s not, they still miss packages and they still disappear into thin air. And who do I speak to about this? I called Usps to speak to them about this issue and after being on hold for 58 minutes I got a very rude person on the other line that LITERALLY transferred me BACK to the recorded message in the beginning so then I had to wait on hold again just to get absolutely no answers whatsoever. EBay and other selling platforms will have to make up for usps issues because usps is too large of a shipping platform to just say “don’t use it then” it’s literally the most affordable and accessible option, and that doesn’t mean it needs to be broken to the point where the entire system isn’t even working anymore, there’s like maybe a 40/60 chance your package will be delivered whether it’s a pickup or a drop off. And no I won’t wait in the line that takes 2 hours to clear up. Not during a pandemic. Usps needs to hire new workers who will do their job for their pay instead of literally destroying people’s livelihoods.

    May 15, 2020
  • anon

    Hello, Ri Anna. Thank you for your comment. For lost or delayed mail and packages, please file a complaint directly with the Postal Service at 1-800-275-8777 or at https://emailus.usps.com/emailUs/iq/usps/request.do?forward=emailUs. Just choose the tab marked "Where is My Package" or "Where is My Mail."

    May 15, 2020
  • anon

    Postal workers at Detroit distribution center are not scanning packages to avoid delay reporting. I had a package there for 17 days that was never scanned that was 2 day priority mail. One now there for 6 days unscanned first class Mail.

    May 14, 2020
  • anon

    How can so many of us be having the same problem with no solution? It's crazy! I'm a seller on Mercari and I dropped off 20 first class packages in the drop off bin 5 minutes before closing on Monday. I've done this before, they just scan it the next day. Tuesday, the next day, comes and I drop off 2 packages. Those 2 packages get scanned the same day while ONLY HALF of the Monday packages get scanned that day. They were all in one bin, dropped off together, why did only half get scanned? I thought it'd get scanned the next day (even though they've never taken that long to scan. one day max), but it's now Wednesday and it hasn't scanned. I dropped off 4 packages today (Wednesday) and all 4 got scanned. But my half of my Monday batch haven't been scanned yet. I'm not worried sick if they've lost it or not. Those packages have over $500 worth of clothes I literally have anxiety writing this. That isn't little money to me as a student. I've been selling for 4 years and my usps has never not scanned one of my packages (except once a long time ago in my bottom paragraph). This is the first time ever and all of my packages have been first class mail. Someone please help me! If they don't scan it when you drop it off, will it be scanned when it reaches another facility? It should have already reached another facility though just like my Tuesday ones have which is why I'm so scared. If they lost my packages I don't know what I'll do please help if this has ever happened to you! The ONE other time they did this, the package never scanned. It was an international package to China worth $170 and they never scanned it. My buyer was worried and filed a dispute since I had no proof that I shipped since they never scanned my freaking package!!!! Thankfully she was an ANGEL and canceled the dispute when she received it. The tracking never said delivered, why?? Do they never scan? If it was anyone else, the buyer would have just claimed they never received and could have just stolen $170. I don't know what to do if this same thing happens to the 10 packages from the paragraph up there. is UPS any better?

    May 14, 2020
  • anon

    OMG same thing I dropped off a bunch of packages everything was scanned next day except 2 of theme which of course were the most expensive ones it’s Thursday’s now and I’m having a panick attack the buyer keeps asking where it is and if he cancels I’m screwed Out of over 300$

    May 14, 2020
  • anon

    Why USPS Superwiser not compelling every employee at post office to scan all packages at the time of drop off ?

    May 13, 2020
  • anon

    I dropped off four packages to the drop box at the corner of Grand Vista and Mongomery Rd. 45213 on Friday May 8th right after 11am. Today is Wednesday and my packages still have yet to be scanned and processed, can I please get some assitance.

    May 13, 2020
  • anon

    I dropped off a package yesterday May 8 at the ellicott city post office and it hasn’t been scanned yet.

    May 09, 2020
  • anon

    My post office “46411” does not scan my outgoing parcels when I drop them in the inside box. As a reseller I rely on the origin scan for my prompt mailing status but most of my parcels do not get their first scan until they reach a hub. This has been a problem for many years and I resigned myself to waiting in line (lines that are always long, sometimes a 30 minute wait) every evening. Now with the current health scare I cannot justify waiting in a packed lobby and I have started dropping my packages in the box again to the detriment of my business. I have already received 2 strikes on my eBay account since I’ve started dropping in the box because the tracking is not showing I dropped them off timely.

    May 08, 2020
  • anon

    You can request that USPS pick up your packages from your home. If it's done during your mail carrier's regular delivery time, there is no charge. I log in to USPS site the prior evening (I believe you have until 2:00 a.m.) and enter my pickup request for the next day. The USPS carrier picks up my outgoing parcels, scanning each one at the time of pickup. It's very convenient. I just leave them on my front porch. Hope this information may be of some help to you.

    May 19, 2020
  • anon

    My post office does the exact same thing I’m losing so many packages from this scam!!

    May 12, 2020
  • anon

    Wow. Tons of complaints about tracking being useless. Yet the USPS expects us tax payers to bail them out? Naw, let UPS pick up where the USPS has failed.

    May 07, 2020
  • anon

    Unfortunately UPS costs about 3 times as much

    May 21, 2020
  • anon

    I sell on eBay and ship everything through usps. Last Friday I had 4 packages going out. 3 of them I was able to just put in the package drop chute but the 4th was too big so I left it on the front counter next to the clerks (which I’ve done plenty of times). The 3 I dropped in all scanned and have been delivered but the one on the counter still has not scanned at all as if I haven’t even shipped it out. I’m worried it has been stolen or lost. I don’t understand why this has happened as other times doing the same thing they have been scanned within a few hours. I’m very displeased as I’m now fearful of losing the money for the sale, my reputation as a seller being hurt and on top of it all I won’t even get my item back.

    May 07, 2020
  • anon

    I never use the post office anymore for this exact reason. They....don’t....care. My daughter sold something and used PayPal and this was her only option. I personally placed the package in the package door on their wall in the post office so no reason why someone could not have scanned it. Lazy? You tell me. It’s been 4 days and no scan and package not delivered. I have a solution: use FEDEX and make the customer pay the difference. I Have never ever had any issues with FEDEX over the last 5 years of shipping from work. They even call me occasionally and ask if I am happy with their service, and I don’t hesitate to take their survey and let them know how satisfied I am. It is well worth the extra cash.

    May 07, 2020
  • anon

    i took 3 packages to usps on may 1st. 2 of them were scanned and shipped, however 1 of them still has not been scanned into the system. i sell clothes on an app and my customer has been waiting over a week for her shipment, and it hasn’t even been scanned. could you please help me out to figure out what is going on?

    May 07, 2020
  • anon

    What happened? Did you ever find a solution? Same problem with me!! I dropped off 20 packages and only half of them have been scanned! Super worried, over $500 worth of clothes not scanned yet :((((

    May 14, 2020
  • anon

    This is just human neglect and incompetence. These people are going to get expensive pensions when they retire so the least they can do is their friggin' job. I have about 3 packages that were shipped out yesterday and none of them have been scanned yet. I've lost packages in the past because USPS is so terrible and Trump wants to increase rates? What are going to be the benefits of spending more to pay for shipping through USPS? Are they going to handle the package a little gentler? Will they wash them with a disinfectant wipe before dropping them off? They can barely do their jobs now. Sadly, I am sure there are many good workers at USPS but the main bad players are giving everyone a black eye. Sad shame but this needs to be fixed immediately. If the packages are never scanned but delivered, we're going to be out money when the customer complains and says it didn't arrive. We'll have no choice but to give them a refund or a replacement although it wasn't our fault. Thanks USPS. Thanks a lot for your incompetency. It already makes us look bad when the package is sitting in limbo because it hasn't been scanned. Makes it look like we've kept it at the warehouse for several days because we didn't care enough to get it out to the customer. Thanks again USPS. I say strip the pension system and lower the shipping costs. They were significantly lower many years ago and the increases obviously haven't made a different.

    May 06, 2020
  • anon

    Same issue as everyone else packages sent out Apr 28 and 29th all missing scans, this is absolutely unacceptable how is it possible to have 20-40 packages all going to different locations all with no scans whatsoever. A glitch in the system is understandable but this should have been fixed with in transit scans, please get these items all located and delivered.

    May 06, 2020
  • anon

    What kind of packages are they? Mine are poshmark

    May 06, 2020
  • anon

    I had a package picked up at my address Apr 30. 2020. I have a Ring doorbell video of mailcarrier picking it up in the afternoon but not scanning it. It was priority mail from Southeast Michigan to Northeast Ohio ( Detroit to Toledo) approx. 90 miles by expressway. It is May 6, 2020. It was scanned into Memphis Tennessee and next to Mississippi. It says for days between each of the above scans that it is "in transit to next facility". It is an important item to a family member. I asked the local carrier about it and she said, "covid-19", I'm not sure what that was supposed to mean. I know that covid-19 doesn't change geography, and that Mississippi is about 900 miles from Toledo. Will my package ever arrive? Is it a good sign that it was scanned somewhere along the way?

    May 06, 2020
  • anon

    Package was delivered but not scaned

    May 06, 2020

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