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

    Can I ask if your package was ever marked scanned into the post office at all? And if not didn't get delivered?

    May 13, 2020
  • anon

    On Friday May 1, 2020 I dropped off about 25 packages to my local PO-they all know me, I'm there daily. About 9 showed they were scanned and rec'd and the rest showed NO ACTIVITY. Now many are still showing no activity but 5 have randomly showed up in other states. But ebay customers don't wanna hear this... they are upset that you haven't shipped... No help at post office... they claim they scanned... I even have photos of a couple packages because I wanted to ensure customer it went out... It would be an act of GOD to get help... I've done the online HELP ME page... ain't holding my breath..

    May 05, 2020
  • anon

    I had the same issue. I dropped off 5 packages on May 1st. 3 out of the 5 packages have no scans or activity. I feel like they are lost or stolen. I’m not sure if the usps employees are taking advantage of eBay sellers no longer being able to afford to wait in these new extremely long lines to get scans. This has cost me a lot money and is messing the algorithm for account and has slowed my sales because eBay thinks I never shipped the product. Can someone please tell me what’s going on?

    May 07, 2020
  • anon

    Normally my postal worker picks up packages and scans them when he picks them up. Today, a postal worker picked up 2 packages and took them but the USPS Tracking shows PRE-SHIPMENT status. Can you please help me out? I run an online business and ship daily and was told by my post office that all postal workers are to scan accepted when they pick up. How can I get this issue resolved?

    May 05, 2020
  • anon

    Hello, Sabrina. Thank you for your comment. We recommend filing 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 14, 2020
  • anon

    I’m also trying to get some packages out to customers. This is ridiculous and the post office is no help!! I tried to look on their website but I couldn’t find anything that would explain what’s going on.

    May 07, 2020
  • anon

    My husband mailed 2 packages from groton south dakota. They were returned with a qvc pre paid label. Woeth 153 dollars. They were never scanned. I hold the pist office liable as this is not acceptable. They were mailed out April 22nd

    May 05, 2020
  • anon

    I scheduled a pick up of four packages. They no longer scan the packages to show they were picked up. None has even showed that they left the original post office. Where are my packages? This is unacceptable because they have to be scanned to file a claim if lost or damaged. I sell online and get dinged if they do not show scanned. This is wrong on so many levels.

    Apr 30, 2020
  • anon

    I am used to having packages scanned immediately right at my mailbox. Lately, they are not scanned until one or two days later which is not acceptable. I sell on ebay and shipping dates are very important for good feedback. Has policy changed?

    Apr 30, 2020
  • anon

    i sell on eBay too and i draped package all the time... this month i had 4 package not been scanned and lost... one of them 600$ iPhone .. and no one to talk to ,,, they are theift there ,, and very rude customer service .. im so upset

    May 02, 2020
  • anon

    Sorry to say this, but it's not very smart to ship $600 iPhone through USPS. You should have used FedEx or UPS. At least they scan packages at reception.

    May 18, 2020
  • anon

    I regularly drop off packages at the Post Box in Chicago on California & Division. Less than 1/2 of them get scanned in Chicago as being received, and instead show up first at a distribution center or their final destination. Thirteen (13) different packages dropped off Monday still show as not yet received, while 2 I dropped off yesterday show as scanned in. I reported this before and it's only gotten worse.

    Apr 29, 2020
  • anon

    How about all post offices just stop falsifying delivery? The onus to rectify the issue falls on Amazon and then the seller... when its blatantly the post office fudging the numbers. I have had packages posted as delivered a full WEEK before it actually shows up. And those are for things that I pay for 2 day delivery being a prime member. This is such a blatant scheme.... this also never happens with my items sent through UPS and FedEx. I wish I could choose who used for shipping and I would never use USPS.

    Apr 28, 2020
  • anon

    I sent a box to Sweden March 19, 2020. It was scanned and processed on March 21st at the Chicago, Illinois USPS and it currently says that it is in transit. The box has items that my grand daughter needs. She was born on April12 th. I sent it hoping that it would get there before she was born. I called two times ( April 14 and 17) to customer service (which they happened to be very receptive), but told me the same thing that I had already known. They said that it might not have been scanned. So they gave me a claim number and said that I couldn’t receive the insured money for another month and three says from the date of complaint. So actually that would be two months for any returned money. I am upset because you depend on this service to deliver packages in a timely manner. You pay in good faith for a service to be completed and delivered to its destination. The box that was sent a month ago is so needed for my granddaughter. This has been very disheartening.

    Apr 26, 2020
  • anon

    Mine is also stuck in Chicago. Keeps updating with "in transit to next facility" then on Sunday it finaly said it departed Chicago. But now, each day it is back to saying "in transit to next facility". Why don't they just say estimated delivery- would save a lot of worry. My poor mom sent a care package with face masks to me in the UK and paid over $80 for the shipping. At this price you would expect more details of when it should be delivered. It has been over 3 weeks and no idea what country it is even in at the moment. It would be fine if this was a $20 service but to pay this much for such poor, nonexistent service is making me think twice about using USPS again.

    Apr 29, 2020
  • anon

    I dropped off 2 packages on 21st of April and its been 3 days no scan. I dropped off packages yesterday and its already tracking. I am worried because what if someone stole it. I usually out it on the counter next to the person who does the initial scanning of acceptance. I didn't want to wait in line because its so long and I already have the label. I really hope it gets scanned ... Anyone have updates on their packages?

    Apr 24, 2020
  • anon

    I dropped off two packages at the same time and one of the packages shows it will deliver tomorrow however the other one still shows as if i haven't shipped it ? I am a depop seller and It makes me look bad as if I have not shipped it yet ! I have heard of other scanning situations and it's pretty annoying !

    Apr 24, 2020
  • anon

    Why do you send us to contact customer service, customer service tells us to contact local post office, local post office says to file complaint form, file complaint form, someone may respond back with email, then all is DEAD! Are you truly here for your customers? Are our packages being kept and or stolen by your employees? Too many non excuses, and run around makes people frustrated with your professionalism. So what’s the point of contacting your company?

    Apr 23, 2020
  • anon

    Hello, Lisa. Thank you for your comment. For mail theft, we recommend filing an online complaint with our Hotline. You can access the online complaint form at https://www.uspsoig.gov/form/file-online-complaint. For delayed mail or 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."

    Apr 24, 2020
  • anon

    I was expecting two packages yesterday and while I waited all day, they finally were both marked as “Delivered”. I went downstairs to retrieve them and they were nowhere in sight. I even went next door and to a location where I have left notes asking to leave any packages there. Still nothing. While I am truly understanding the circumstances may and have caused delays with delivery, packages should not be scanned ahead of time if they aren’t going to be delivered on the said day. This can potentially take away protection from the seller and/or buyer, who would have to file a claim in the future if the package never shows up. Not to mention if it gets to that point, USPS will surely say, “Well, it says it was delivered. Did you place insurance on it?” Hopefully this is resolved soon enough.

    Apr 23, 2020
  • anon

    I am having a problem with my packages not being scanned when I schedule free pickups. I sell on Poshmark and that is how we get paid is when they see that the buyer has received their package. I had no issues until recently but a couple of weeks ago, I had four packages scheduled for pickup. I received the confirmation from USPS saying that they were picked up around 2:25 pm. Then, I received the regular email from Poshmark thanking me for shipping order#blah blah for 2 of those packages at 3:30 pm. I received the thank you email from Poshmark at 8:50 pm for the third package. I never received anything for the 4th one. It has still never been scanned and isn't tracking. I have been trying to figure out a way to link up my tracking numbers from my Poshmark labels with the package pickup request but haven't figured it out yet. So even though I have a confirmation email from USPS saying 4 packages were picked up, since there's no tracking info on that, I still have no proof I sent it. The tracking information when I put that number in basically just says that I've printed the label and USPS still hasn't received it, which is not true. I'm assuming that since packages are scanned several different times between when you send them and the buyer receives them, that our mail lady must have accidentally dropped off that package at someone else's house and it never made it to the post office. We have a regular mail lady and a second one that does it on weekends and certain other days. I've noticed that when the second one is working, we get our mail much earlier in the day and I feel like she must be in a rush because twice we have gotten our neighbor's mail. And our neighbors have gotten ours as well and brought it over to us. Both of the times that we got the neighbor's mail, it happened to be checks that they were waiting on. Another time it said I was receiving our vehicle registration in the mail for a certain day and it wasn't in the mailbox. I have informed delivery, which was how I knew it was supposed to be there. They had to send a replacement form. So even though it doesn't happen all the time, the few times that it did happen it was all really important mail. I have sent in help requests for the missing package and all I got for a response was an email that said they assure me that all of the packages were picked up at the same time and that sometimes they may get scanned at different times, but they assure me that they were all picked up at the same time. Well, I understand that but that doesn't help me locate the package or address my issue or reason for asking for help at all. It's frustrating and I wish there was an option or way to just attach the tracking numbers to the pickups or something.

    Apr 22, 2020
  • anon

    I sell on eBay for a living and rely on USPS to do their part. I put small packages in my mailbox for pick up. Large packages I leave on my porch and request pick up online. Most of my package are first class or priority packages. USPS is picking them up but not scanning all of them. I put a package in my mailbox Friday, April 17th along with others. It was an expensive item with signature confirmation. It shows I created a label but was NEVER scanned. I know it was picked up. It is Wednesday April 22 and still no scan. My customer is emailing me every day. I filed a lost package claim but it doesn't even show that USPS every took possession of the package. USPS solution is to tell me to buy insurance. I don't think I should have to buy insurance on top of postage and if it is never scanned anyone what good would insurance do? Now the package is just gone and I'm going to have to issue a large refund to the customer for an item I sold. I would take them all to the post office to be scanned but I'm trying to avoid getting the Coronavirus. All of us online sellers rely on USPS to do their jobs. It is unacceptable that I can't trust that a package gets a simple scan upon pick up.

    Apr 22, 2020
  • anon

    I dropped off TWO packages at a local USPS location on Saturday (two days ago) in one of the package drop boxes and it still hasn't been scanned. But today I dropped off a different package and its already showing me when it's going to arrive at the buyer's house. I just feel bad for the buyers, I don't really know what to do.

    Apr 20, 2020
  • anon

    Hello, Jayla. 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."

    Apr 24, 2020
  • anon

    Since we’re venting here... I have not one, not two, not three, but FOUR packages scanned as delivered, but when I checked my mailbox, they weren’t there. The problem is, these are packages from sellers that rely on my confirmation of receipt in order for them to get paid. While they have been understanding, I feel really bad about their funds being held up because I have yet to receive anything. Moreover, after three days, the site automatically rates the seller and the funds are deducted from my account, which leaves me with having paid for nothing. I understand the virus has made things a bit difficult and out-of-order, but I feel like there still should be a level of courtesy and professionalism.

    Apr 18, 2020
  • anon

    Hello, Elle. 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."

    Apr 24, 2020
  • anon

    Understand.. mailman left final notice after delivery attempt 1 time. Have video, he never brought box to porch to be left, only put on final notice, “unsafe location”, yet I told them I have video of his so called delivery attempt. Contacted everyone to find package which is still tracking but the say it’s in Atlanta Dead Mail Center, but my tracking says, Illinois.. Toying but run around sand poor excuse for this company to come this far to have employees not do there job!

    Apr 23, 2020
  • anon

    Ugh me too and the site has refunded 3 times in the last month to the buyer, that ended up getting my stuff for free...and now, since monday all but 1 of 5 packages are still not updating for tracking.

    Apr 23, 2020
  • anon

    I had a notice taped to my po box stating "audit scan at least 15 peices"... What is this about and do I as the box renter have any cause for concern?

    Apr 18, 2020
  • anon

    The USPS should not offer package pick up if they can't scan the packages at pick up! I also sell on ebay and this isn't working with them picking up my packages! Priority is missing and everything that is scanned is scanned too late! So much for the post office looking out for us at this time! I now have to take my packages to the P.O. just to get them scan! Thanks USPS for nothing!

    Apr 18, 2020
  • anon

    I myself recently experienced for the first time ever that the USPS GPS tracker showed that the item was delivered when IN FACT IT WAS NOT. I even had the confirmation from the building management office where I live that the package WAS NOT DELIVERED. USPS did nothing about it and stood by their erroneous GPS tracker scan. I’m filing an appeal. I don’t know to make USPS understand that the GPS information is wrong, and the package was never delivered. And no, it was not stolen, lost, etc. The GPS information is wrong and the package was NOT DELIVERED, plain and simple.

    Apr 17, 2020
  • anon

    Did you have any luck with this? I'm having the same issue. Ordered a package on Amazon. USPS GPS tracker supposedly shows the item was delivered, but I never received anything. I've ordered dozens of packages and have never once had an issue. USPS claim the package was left in my mailbox, but I know it never would have fit in there. Usually packages are left on the porch or between the screen and front doors. There's no way that package was delivered to the right address.

    May 01, 2020
  • anon

    I am incredibly frustrated. I have over $300 worth of JUST shipping payments (not including the merch), but no delivery of the packages I left. They haven't even been scanned as accepted....so no tracking! I'm so stressed because now I have to give refunds to people and I CANNOT AFFORD THAT! When I called customer service about this; she plainly said she had no idea what I should do and then turned it on me to it being MY fault. If USPS is supposed to pick up packages; they HAVE to scan them! This is unacceptable.

    Apr 15, 2020
  • anon

    I ordered something that usps was suppose to receive and they haven’t received it within a week which is unusual from my perspective. They said they shipping it but you guys don’t update the tracking info. You should really fix the tracking updates or at least scan packages

    Apr 15, 2020
  • anon

    I was waiting for my Green Card and it was shown delivered yesterday at 5:41pm. However, after 24 hours until now, I have not seen it my mailbox yet! Went to the post office and I was told it was delivered yesterday! Does it mean my Green Card got lost? USCIS use Priority Mail, which needs signature! I have been waiting it for almost 3 years. If I have to apply for a replace which can take me another 12 months and $540, and it is not my fault at all! Unacceptable even it is the COVID-19 outbreak period. You can delay my mail but not lose it!!!

    Apr 15, 2020
  • anon

    I have had two times recently where an item left in my mailbox for pickup wasn't scanned. First got delivered without ever being scanned but second happened just this week and I don't know if it is in transit or has been lost or not.

    Apr 12, 2020
  • anon

    DId you receive it? Having similar issue.. no updates since 1st departure scan going on a week..

    Apr 17, 2020
  • anon

    I sold $211,000 worth of product on my ecommerce website. Why is it that dozens of packages, more than 50 I would say in a month are missing or not scanned in?!? That’s absurd. I even spoke to my postmaster today and she told me, “we don’t scan in first class packages, because you have too many. If you bring them after 3 there’s no time.” What?!? So I’m paying $150,000+ a year for you to consistently lose my mail. I’m losing customers and it’s a complete hassle. I hope they do shut down and something better comes along. They are the worst and their employees are always, always rude and disgruntled.

    Apr 10, 2020
  • anon

    Oh my god she really said that? Does the tracking ever update elsewhere like when it ends up at a different USPS? I dropped off 20 packages 5 minutes before my USPS closed and now I'm extremely worried! I had no idea they did that!

    May 14, 2020
  • anon

    I shipped six small First Class packages in the last four months. Each the same size. The last two were shipped Mar 25 and Apr 6, but show absolutely no tracking. The earlier packages did not show scans in transit, but were scanned as delivered within the normal delivery time. It has been two weeks since the March 25 was shipped, so I filed a USPS Service Request. Ony received a generic ”first contact” acknowledgement so far. No details other than a promise to investigate. If there are COVID-19 issues changing scanning procedures, they should be announced to the public. I rely on the tracking info to conduct business and will suffer losses if I cannot prove USPS drop off and delivery.

    Apr 08, 2020
  • anon

    I completely agree With AK lately the tracking wont show any signs of the package until delivered. I Worry about my customer relationships that I have formed along with the efficiency that has always been USPS. I understand Covid-19 has been messing with our schedules but I hope we can jump right back in with USPS WHICH I love! Please do something about the tracking issues as they have been unreliable, I dont want to wait in line to drop these as they can be crowded during these times. I have noticed that you can see the package if you wait in line to scan and receipt. I sent 12 packages APRIL 8 and none have shown signs of movement so I am starting to worry. April 4 however I sent 6 packages and they said pretransit without a change in status until they said delivered (within normal delivery time)

    Apr 14, 2020
  • anon

    2-3 Day "Priority" package coming from West Coast to East Coast. Estimated day of delivery was Monday. Today is Tuesday. The package was last scanned at departure and not scanned again for the last 4 days! How in the world could ANY package not be scanned for 4 days? Not one person or office has touched that package in 4 days? Did a plane fall from the sky or truck run off the road? What's the sense of a tracking number? I have no idea what part of the world that package is in and nobody can help me. Why? Because nobody is scanning the package! So much for 2-3 day "Priority" delivery! It's not just the fact that it's late, it's WHERE is it!? What's to stop a customer to wonder if the package was opened, contents in someone's pocket and box thrown away? Seems the PO finds it easy when not delivered to update the "in transit to next facility" or "in transit to destination". How do they know? No scans anywhere!

    Apr 07, 2020
  • anon

    Hello, Chris. Thanks 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."

    Apr 08, 2020
  • anon

    I'm an eBay seller. I have noticed that ever since April 1 hardly any of my packages have been getting scanned. This was never a problem until now. Out of 22 packages mailed this month, only 7 were scanned. The biggest issue seems to be with media mail.

    Apr 07, 2020
  • anon

    Same here. 4 packages out of about 20 picked-up have gone missing in the past 2 weeks. One was not scanned at all until delivered, One has not been scanned at all and should have been delivered 3 days ago, 1 finally tracked yesterday but is as of now 3 days late. All of these are priority packages so there should not be these kinds of delays. I also have one that was sent media mail on the 6th, was last scanned close to it's destination on the 16th and can only be assumed lost at this point.

    Apr 24, 2020
  • anon

    Same issue. 50 packages picked up yesterday from our business. None have been scanned

    Apr 15, 2020
  • anon

    Having the same issue, since April 1st most of my 1st class packages have not been scanned. 27+ non scanned as of April 10 and now I'm having to deal with angry customers who claim they never received their items.

    Apr 13, 2020
  • anon

    I sell on eBay and more often than not use USPS for delivery. My packages are not being scanned and eBay holds me responsible financially for items "not delivered". I'm not a big corporation or whatever that can absorb these loses and still remain in business. Two days ago I printed labels for $700 in merchandise and delivered the packages to the post office, they have yet to be scanned at any checkpoint along their way. I can't even file a claim for insurance because i can't prove the post office took possession. It won't be long until I am forced to use other more expensive carriers. It's no wonder about reports the USPS will not be able to meet financial obligations in a few months.

    Apr 02, 2020
  • anon

    Hi, Are the packages getting to the customer or are the customers complaining that they havent recieved what you sent in the mail so Ebay charges you?

    Apr 07, 2020
  • anon

    I already have a case opened but I thought I'd give my 2 cents as well. We sell on Amazon and have already lost our Prime seller eligibility due to USPS numerous delivery issues. That is thousand of dollars we are losing having to spend time tracking everything, remaking the product, repacking, resending, and we're lucky if the customer doesn't get pissed and leave a bad review. Our first 1 star review on Amazon in a year was due to USPS and the one before that was due to USPS too. Packages accepted and never go anywhere or we just get label created. 15 out of 35 packages missing on March 20 and 18 out of 48 on the 25th and those were low selling days. This happens all the time with them. Usually it's 2 or 3 packages but sometimes it's more. I've personally rechecked the orders before they go out and even dropped them off MANY times. We are doing our part. We've done drop offs, end of day scans with the postman. Nothing seems to work. You guys are ruining our family business that we've spent 60 years building! Everyone I talk to says to switch to Fulfilled by Amazon. I know it costs more but we'd probably save time and money doing so. UHG!!!

    Mar 31, 2020

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