Introduction

During fiscal year 2019, we reviewed package scanning procedures at 25 Postal Service delivery units to determine if employees were properly scanning packages. During our audits, we found that Postal Service employees were not always following package scanning procedures at 21 of the 25 units. Customers rely on accurate scan data to track their packages in real time. When employees do not scan mailpieces correctly, customers are unable to determine the actual status of their packages. By improving scanning operations, management can potentially improve mail visibility, increase customer satisfaction, and enhance the customer experience and the Postal Service brand.

Read full report

Comments (174)

We welcome your comments related to the topic on this page. Complaints about the Postal Service, including lost, stolen or mishandled mail, that are unrelated to the content on this page, will not be posted. Please visit the Contact Us page for information on where to file formal complaints with our agency or the Postal Service.

Leave a comment

CAPTCHA
This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.
  • anon

    I'm a truck driver for the post office in KC Missouri.. we suppose to scans when we are leaving the facilities. Which came from Washington DC.. But the bosses want to keep there numbers looking good. So they tell us to not scan if we are late . Which is all the time. So you guy will never actually know what time your mail is leaving. We are getting discipline for not scanning and for scanning.. so the Kansas city facilitie only care about getting high score not your mail.

    Sep 16, 2020
  • anon

    Dropped off a $827.00 item two days ago at a local branch, and still no receipt scan. Went to the post office to inquire and they said they sent it to the main post office. How does that work? Now I have to deal with EBay and an unhappy customer. Unacceptable! Seeing all of these complaints about the same issue is shameful. I thought it was just me. USPS get your act together!

    Sep 10, 2020
  • anon

    I had two packages with the same tracking number sent to my p.o. box at a local post office in richmond va. I only received one package. Why?? Did the employees scan one item and not the other? Both packages have the same tracking. Whose accountable for my missing package. I requested a inquiry and was told my package is lost with no reimbursement due to no insurance. And I was on the recieving end. Got disrespected twice. Bad customer service!!!!!!!!!

    Sep 09, 2020
  • anon

    I've been awaiting my package that was sent since the 30th of March. I'm in Nigeria. The package has been stuck at the origin transfer airport in California, Kentucky since July 2nd. Is it possible that the package is lost? Or has the package been sent but not scanned??? I'm really worried

    Sep 06, 2020
  • anon

    Let me give some good news. I sent an important item Priority Mail Express. It was scanned at local PO where I dropped off. However, no further scans were made on the packages journey from NY to Florida. I was concerned. However, about 48 hours after drop off, it started scanning again. The package was delivered at 11:49 am, three hours before guaranteed delivery. Bottom line, it appears even if scanning is not happening, the packages still get delivered. At least that was my experience.

    Sep 04, 2020
  • anon

    I had 7 media mail packages that were picked up but not scanned by a postal worker on or around August 20. There’s no info available for the tracking numbers except that they were created. Will there be any more scans before they are delivered? I thought that there would be several more opportunities for them to be scanned before delivery but now I’m starting to wonder that there can’t be if they weren’t scanned in at Pickup. Thanks for whatever help you. An provide.

    Sep 04, 2020
  • anon

    Dropped off a package at the San Ramon, CA post office on Tuesday Sept 1st, it's now Thursday evening Sept 3rd and still no scan over 48 hours later. Absolutely unacceptable.

    Sep 03, 2020
  • anon

    Same thing is happening to me. I order package pickup and nobody is canning my packages all the way up to the point of delivery. Idk whats going on. I am an Ebay seller and rely heavily on the accuracy of these packages getting scanned. I am at risk for getting scammed because there is no proof that the item was actually fixed. I have heard this happening to alot of people.i pay for a service i expect it to get done correctly

    Aug 29, 2020
  • anon

    Accountability does not exist in the USPS. No one really cares to excel and any employee worth their salt wouldn't be be working for quasi-bureaucracy such as the USPs. I have lost thousands of dollars and spent countless hours trying to locate packages sold on EBAY. EBAYS culture of the customer is always right along with USPS is bad news for small business owners selling on ecommerce platforms. USPS needs to be reformed or disbanded. Asap

    Aug 28, 2020
  • anon

    First off, I want to acknowledge that, in the era of Covid, the volume of packages being shipped around the U.S. has greatly increased. And, having shipped packages via USPS for 20+ years, we have no problem with transit times increasing due to the increased volume. If under normal conditions, it takes 3-5 days, then it would seem reasonable to double that during this difficult period. We could accept that and we believe most of our customers could accept that also. However, that is not why I am posting this. I read with interest the full report USPS has posted at the top of this page, and the management response. With all due respect, neither addresses what is REALLY going on in the USPS system now, and has been for the last several months. Specifically, we are seeing roughly 25% of the First Class packages we ship taking 2, 3, and 4 weeks in transit. They are often routed to locations far away from where they are supposed to go. They often sit at some location for days and weeks without movement. This is for packages that actually get scanned. But the more distressing problem/situation for us (YOUR customer) and for OUR customers, is that more than 25% of packages with a USPS Tracking Number Bar Code ARE NOT GETTING SCANNED AT ALL, anywhere, not at our local post office, not at the regional distribution center, not while in transit, not when they arrive at the customer's regional distribution center, and not when they are delivered. All they show is the creation of the Shipping Label, which is what WE do prior to taking a package to the post office. The result of all of this is that our customers continually ask us: (1) Have we shipped their package? and (2) Where is their package? Obviously, when the USPS doesn't scan the Tracking Number, we can't tell them anything more than it was shipped on such-and-such a date. This makes US look bad and it makes YOU look worse. We are YOUR CUSTOMER. If any other enterprise failed its customer at this level, it would cease to exist. What can be done about these very obvious problems?

    Aug 25, 2020
  • anon

    I came to this thread because I was googling “USPS package not being scanned.” It at least helps to see it’s not just me. I sell on eBay and take customer service very seriously. I dropped off a package at the post office on July 31 and this last week the buyer opened a claim, saying the package was still not shipped. I checked the tracking and sure enough, the postal service had still not scanned it. The tracking just said “shipping label created.” It made it look as if I just created a shipping label and never boxed it up or just left the box sitting in my house for weeks. Very frustrating. I see so many pushing to save the postal service. And while I’m not pushing to ditch it, I will say that if it’s not operating in an effective enough manner, why are we pushing to keep it? Effectiveness is kind of important isn’t it? I’m sure it’s all more complicated of an issue than it seems to an outsider like me, but truth be told: if Fedex or UPS started offering competing services for First Class type of shipping, I’d move over in a heartbeat. I just can’t sacrifice my small business’ reputation with buyers because the postal service is having issues scanning for weeks or a month at a time. It just isn’t tenable.

    Aug 24, 2020
  • anon

    I dropped off 7 packages at 2020 5th St, Davis, CA six days ago and they have not been scanned. I am worried since I am running a small eBay business to pay for my rent and some of my university expenses. Should I be worried? Does this happens often? It is driving me crazy since I might not have money for my rent if I refund all 7 packages. Thank you.

    Aug 23, 2020
  • anon

    Worry about it because it is not scanned it is the same as you never brought it to the post office. It has happened before to me and nobody at USPS was able to find my package. I lost my customer and my money.

    Aug 26, 2020
  • anon

    I left two of my packages in collection box august 15 and they still not being scanned should I start worry or no?

    Aug 20, 2020
  • anon

    hey Yana did it get scanned

    Sep 01, 2020
  • anon

    What's going on here. I sent a package on Monday 8/10 here in Dallas and still no scans.

    Aug 19, 2020
  • anon

    What's going on in Dallas. I sent a package last monday priority mail still no scans.

    Aug 19, 2020
  • anon

    I drop off about 40 small packages a day at my local post office on ranch cal rd and have gotten over a dozen emails from customers saying that they do not see tracking info in their order this week. dates of mailing were from 8/09 to 8/11/20 so far. I do not go to the counter but place them in the lobby drop off box and may need to change my pattern and start making staff at the counter scan each package which is a waste of my time but may be necessary

    Aug 19, 2020
  • anon

    What the hell is going on with USPS in Los Angeles??? Its been a MONTH and 3 DAYS... 33 DAYS! and my package still has not scanned. I was told that the distribution center in 90021 has a backlog of packages and it should scan in a week... that was 2 weeks ago. Still nothing so far and it just says shipping label created. Is it lost? Is it ever going to ship out? Also I got another package that was shipped last week in 90014 which hasn’t scanned at all either. This ones been 8 days now and usually at this location for the last 2 months they have scanned packages within a day...not anymore! What am I supposed to do?

    Aug 19, 2020
  • anon

    I have an international package that received 4 IN TRANSIT scans after arriving at the Miami International DC. Last in transit scan was the 15th. It is now the 19th and there hasn't been any updates to the tracking at all! How is this acceptable!? I now have an extremely high value package essentially missing in transit. I'm going to have to file a claim and screw over the seller all because of this nonsense! I'm not taking a chance with my money, and unfortunately I have zero trust in you people!

    Aug 19, 2020
  • anon

    I have been waiting for two international delivery packages from Australia that were last scanned for processing through "ISC Los Angeles" on Tuesday, August 4th. Originally, the expected delivery was supposed to be last Saturday, August 8th. It is now a week later with no further scans nor indications for moving from LAX for further delivery notifications to my address in Pennsylvania. I would like to receive these packages at least sometime before Labor Day weekend... preferably sooner.

    Aug 15, 2020
  • anon

    i had a pre printed label made from ebay. I handed the 300 dollar package off to the postal worker running the route in the neighborhood. She did not scan the item. That raised red flags to me. But I was like "well i hate to tell her how to do her job". I trusted her that she knew what she was doing. So 6 days out, still no indication that its even been given to a post office. I put in a case with the postal service, they closed the case without even an email response. So I opened up another case. The postal service has serious issues.

    Aug 14, 2020
  • anon

    Six days is just too soon for a "case" filed. The steps are: 1. Help Request Form to local P.O. 2. Missing Mail Search Request 3. File a Claim

    Aug 24, 2020
  • anon

    GOING ON FOR MORE THAN A YEAR NOW, USPS IS NOT SCANNING PACKAGES, NO TRACKING INFO UNTILL PACKAGE ARRIVES, DO A BETTER JOB OR FIRE THEM AND MANY PEOPLE WILL DO IT RIGHT, THIS IS A TERRABLE. yOUR EMPLOYERS ARE REAL ;LAZY AND DO NOT DO THIER JOB,

    Aug 12, 2020
  • anon

    And here we are and they STILL ARE NOT SCANNING PACKAGES. Or the scanner is broke, some scans update hours later to a different time. Very deliberate if you ask me.

    Aug 12, 2020
  • anon

    About half the packages being mailed to me, via first class mail, are late (at this point, quite a few of my outgoing packages are also late). But the reason I came to this thread is that so many now are not being scanned. A few days ago I had 4 delivered at once, but only one was expected from the tracking info I had. A person simply can no longer know if a package is in transit or not. It's really frustrating, and just . . . strange, too.

    Aug 11, 2020
  • anon

    I am in Murfreesboro, Tennessee. I have scheduled pickups at least three times a week for my small business. Last week, two packages were picked up and have yet to be scanned. One is going to Pennsylvania, and the other is headed to Massachusetts. It has been almost a week without any updates. They were shipped Priority Mail. The other packages picked up on the same day have since been delivered. What is the deal?

    Aug 11, 2020
  • anon

    3 days ago I shipped 4 priority packages and the exact same thing happened to me. I scheduled a pickup and asked him to even scan the item and he said he would but never did. Three got scanned and delivered today(CA, GA and MD) but one didn’t even get scanned(going to NY). It is very expensive! Do you have any advice on what to do?? What happened to your packages? I waited all day for the mailman to come so I could ask him where it could be or if they could possible scan the label I had so atleast that would be shown but the mailman never even showed up. Also my customer complains about this issue. She thought that I did not send the order.

    Aug 14, 2020
  • anon

    I shipped one package with 2 day shipping and three others with first class. All 4 packages were never scanned. This is my BUSINESS. I’m literally out well over $100 in merchandise for a day of sales. I am furious and all our local PO could say is that “yeah, the hub lets things sit for a month and never scans, we don’t know what’s wrong with them.” So now I weigh the cost of using UPS EXCLUSIVELY instead. this is unsustainable and unacceptable.

    Aug 10, 2020
  • anon

    I am a physician that needs a yearly work authorization document sent by USCIS (US immigration services) via USPS. My documents were wrongfully scanned as "delivered" when it actually never arrived to my mailbox. Furthermore the following day it was scanned 4 times at the distribution facility, and eventually it got lost. Now my employer can't pay me without that document in hand, all that in the midst of the worst economical crisis since post WWII. There is now one at USPS that I can hold accountable for; this is outrageous, unprofessional and quite harmful. More concerning is the fact that this still happened at an alarming frequency even before COVID 19 struck. Several green cards, EADs, visas, and passports are constantly lost all the time. We deserve better. Shame on you US postal office. Juan Snijder

    Aug 09, 2020
  • anon

    The packages I am supposed to get are in transit , and have been since July 30 2020. They put in the tracking delivery date unknown. How can people flip flop through a n important business like this?? There is no customer services anymore,no one knows what is going on at their own job. In my day we would have been fired !! There were no computers back then and things got done,and done right. The changes have only made things worse !! Progress, I don't see it !

    Aug 07, 2020
  • anon

    Hey has your delivery date updated mine is doing the same thing it has been a week now

    Aug 11, 2020
  • anon

    Hi Mike. Has yours updated or anything different happened? Today makes 8 days that my package has been in transit to the next facility. It is a pricey package that I am returning to a business and they refuse to refund until they receive it. I am worried.

    Aug 19, 2020
  • anon

    I dropped a package off 2 days ago at post office and it still has not be scanned !!! I want to know why????

    Aug 07, 2020
  • anon

    Did your package ever get scanned or delivered?

    Aug 18, 2020
  • anon

    3 lost packages in 2 months?!? Rampant thievery due to lack of scanning both by customers AND employees at USPS. This has never happened until 2019/2020! Excuse me but I am not Amazon with unlimited refunds. This is financially hurting me badly! Customers are unwilling to wait for these extremely delayed parcels, delivery times which are completely inaccurate, carriers who don’t give a damn to scan properly!!! Supervisors who say “I don’t know” to any question & unresponsive reps on missing package inquiries is unacceptable! How convenient. I’m fed up & going to UPS which is far more expensive & this will cost me more lost revenue because no one is willing to pay these high prices for shipping to support your aging rude employees. Whoever is running USPS should be fired. Oh that’s right, no one can get fired, written up or weeded out it seems at USPS.

    Aug 07, 2020
  • anon

    OIG, if you are going to conduct audits to check the completion of this corrective plan please audit area code 28307. Please check BOTH scan, but also correct delivery. Fort Bragg military families have neighborhood facebook pages to exchange incorrectly delivered packages. EVERY day pkgs are delivered to the wrong house or lost and never arrive at all. In our neighborhoods we suspect pkg thieves following the mail truck, either with or without the knowledge of the carrier. I have wondered if the wrongly delivered pkgs, most times not just delivered to the wrong house on the street but to streets not even close to the intended recipient are either deliberate or the carrier is dyslexic. Another thing I would like to comment is it's nice for the local supervisors giving attaboys for performance, but just maybe there should be a disciplinary system to weed out the carriers who just don't GAF

    Aug 06, 2020
  • anon

    Not scanning packages is hurting my business and I am sick of it! I spend thousands of dollars on USPS every month and it can take up to 10 days for packages to so much as be scanned. I dropped off over 100 packages 7 days ago and they still haven’t been scanned. Customers are complaining and demanding refunds because they think their packages aren’t being sent. If this continues any longer, I won’t think twice before switching to UPS.

    Aug 06, 2020
  • anon

    I say we all unite (at the very least the ecommerce companies like mine). We are paying for a service. That service has not been being provided since early 2020 and often even before that. The service guarantees are not backed up however they still advertise delivery in 2-3 days. Places like eBay that quote these ship times to customers are expected by the customers. When it is really a 2-3 WEEK delivery time. Then you have to refund the buyer if there isn't tracking showing up, but even with scan forms being scanned non of the packages show they were received. Leaving us the business owners at a loss, loss in shipping paid, loss in products, loss in money refunded and lost customers because some how the company is always blamed. Let's get together and form a class action lawsuit. We are being stolen from. No other service is nearly as screwed up right now and these are the people raising postage cost every year and still asking for government bailouts every year too. It is horrible. I have already discontinued all international business and will be shipping with UPS and DHL for as many services as I can.

    Aug 06, 2020
  • anon

    My last scan was over a week ago and it’s frustrating to think that my package is sitting in some corner of a warehouse or a truck when it’s already 4 days past the expected delivery date and my local post office has been unable to find it

    Aug 06, 2020
  • anon

    97290 Lents/Eastport retail unit and box section. Box section employees are not regularly cradling scanner. Sometimes not until the end or their tour, sometimes even, it's done by another employee just prior to closing. As a result, I sometimes am unaware a priority piece was delivered to my box, say, at 10 AM, until well after the office has closed for the evening (7:00 PM).

    Aug 05, 2020
  • anon

    UNREAL!!! Since this new Postmaster general has been sworn in it has been a nightmare!! Dropped off packages last week Friday and still no scan as of Tuesday the 4th of August!! Lines out the door and 6ft apart is enough to discourage anyone from waiting. Monitoring all scans now showing up 2 days after dropping them off. this is unacceptable considering the amount of money we spend for our ecomm business in allowing USPS to handle 99.9% of all of our shipments, unacceptable!!

    Aug 04, 2020
  • anon

    I dropped off my items last Tuesday in Los Angeles and they STILL haven't scanned in. However, All shipments on Wednesday were scanned. Shipments from Thursday and Friday have still not been scanned. I do over $250,000/year with USPS and this is unacceptable. I called in and they all say they're not sure what's going on. All my customers are complaining and demanding I refund their entire purchase.

    Aug 03, 2020
  • anon

    My package to someone was held up in delivery scan as of July 7, 2020. It is now August 2, 2020. How can I find out if my package was ever delivered.

    Aug 02, 2020
  • anon

    Failure to scan upon picking up scheduled pick ups happens ALL the time at my post office. Trying to call them is impossible because they NEVER pick up the phone. I have repeated called where the phone rang 20 times or more and wasn't picked up....to the point that the phone service just stopped altogether. I even took packages day before yesterday to a post office (Camino Media, Bakersfield, CA) where I had to drop the packages into a large bin sitting in front of their counter...only to find that they NEVER scanned ANY of the 6 packages I dropped off.

    Aug 02, 2020
  • anon

    USPS Roseville, CA (Sierra Gardens location) is AWFUL at scanning. 24 to 72 business hours to scan, at best. Often things are not scanned until they leave the location and go to a (more) competent post office.

    Aug 01, 2020
  • anon

    I dropped off a package a week ago still no scan . This is hurting my business as I will likely have to refund the customer . I understand packages being delayed but when packages are not scanned it makes my customers begin to think I have not sent their orders .... also if you know this is a problem why are you not improving the claim process instead of just saying “oh well we have no proof you dropped it off “ .... but you are admitting that packages that are dropped off are not being scanned ... not cool !

    Aug 01, 2020
  • anon

    Fremont post office in California on Trimboli way, failing to scan packages as well as the local 94538 drop boxes. Even packages dropped directly into post office drop drawer not being scanned often. Makes me look bad to customers when all the tracking says is "label created, usps awaits item".

    Jul 30, 2020
  • anon

    I hate dealing with USPS. A simple package that should have taken 3 days to arrive takes 2-3 weeks. USPS never scans the tracking number to keep the costumer updated. It is a wonder that USPS is still in operation when UPS and FedEx are clearly the better choice to do business with.

    Jul 30, 2020
  • anon

    I frequently order from a company in Pensacola, FL. I have noticed the Pensacola FL Processing Center does not scan "Departed." Everytime I have a package go through said processing center, you receive the "Arrived" scan (sometimes 1 day later - but that is another story), but you never receive a scan that says it "Departed" there. I believe real-time and accurate tracking does give me the ability to tell if the package I am sending or will be receiving - will be received on time or not.

    Jul 30, 2020

Pages