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.

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Comments (302)

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  • anon

    I am English and have sent a package from U.K. 8th Dec with tracking and it has said on usps site in transit since 11thdec. My US customer is demanding a refund and insists it is stuck at Heathrow airport! That is the last scan but now of course it could be anywhere including the buyer’s house. I have has several items from USA delivered that still say In transit on the usps website. We may as well use the regular economical untracked service with proof of purchase as the outcome is the same. USPS needs to be accountable as buyers can be very belligerent.

    Jan 15, 2021
  • anon

    As a director of a 501c3 and great receiver of shipped goods I am about to request NO vendors used that ship via USPS as i have had several packages that were lost and delayed that were never scanned in and seen many vendors complaining that their packages were never scanned in for days or weeks after drop off at a usps facility. THis is ridiculous and should be grounds for a personnel review and firing.

    Jan 13, 2021
  • anon

    I sold a item on 12/27 and we brought to the post office on 12/28. It was not scanned. Now the buyer has placed a claim against me and i have been calling everyday to the post office. They say they do not have it. It was put in the bin in the lobby and shook down so it would go through as so much was being mailed at the time. They say they do not have it. If i cannot get the tracking on this by Friday 1/15/21, they will take the money from my EBAY account and give it to the buyer and i will not get back my item or the money as Ebay has said they will not have to return the item if they do receive it aa it was so late. This is not my Fault, but i am paying for this. It was sent out priority and the post office said they will not be responsible for the package unless it is received by the buyer damaged and then i will have to make a claim which is up to the post office if they want to reimburse me or not. WHY AREN'T THESE SCANNED. I USE THE POST OFFICE IN GOOD FAITH AND NOW I AM OUT EVERYTHING. We do not have that type of money to loose. Please get back to me as i would like to know what i can do. Thank you Mary Wells

    Jan 13, 2021
  • anon

    I dropped off my prepaid return package on 12/13 at my local USPS in LA county. It’s been about a month now and the tracking # shows as not scanned and bc there was no scan I cannot even file a claim or have the retailer investigate the issue!!! My return was nearly $400 and even though USPS messed up I cannot even bother to file a claim online since my tracking number lists the label has only been printed. So upset and disheartened by how the USPS has been handling everything from election mail to crap customer service!! Fix your policies so people don’t have to lose $400 during a global pandemic.

    Jan 09, 2021
  • anon

    I've been checking my mail for 3 days it's been getting scammed by the mail people and now it's been 5 days and I have not received a piece of mail that's been scanned what is going on

    Jan 09, 2021
  • anon

    I've read several hundred of these comments (including my own from a few weeks ago). Reading these comments, there seems to be a lot of variation in how individual post offices handle the task of scanning. Some do it with no complaint (including mine, though I ship in small quantities and always stand in line to get it scanned and get a receipt). Some refuse to do it. Some will do it depending on circumstances or the people involved. Shipping without tracking is pointless. Shipping without consistent and complete tracking is pointless. Tracking is not an "amenity" or a nice thing to have if your local post office feels like doing it. It's a necessity. It's a big part of the value of the product. Why is tracking even part of the product if it's not going to be implemented uniformly? Tracking is either required by postal rules, or it isn't. If it isn't required, it needs to be, or I will have to start using UPS exclusively. If it is required, then it needs to be done uniformly, with no complaint or resistance, every time, by *every* post office. It's difficult to understand why this is even an issue. BTW, for larger quantity shipping, my understanding is that "scan sheets" can be used, which allows the post office to do one scan that will automatically pull in a large quantity of packages for the acceptance scan.

    Jan 08, 2021
  • anon

    I sell products through the internet, do a lot of shipping. lately, the local Post Offices in Miami, Fl are refusing to scan my packages because they have a pre-paid label on them, that were printed from my house. They claim that they are not required to scan my packages. I've had packages get lost, most of them are the ones that were not scanned. This causes a problem when I try to file a lost claim. I'm not the only one having this problem. How can we get USPS to change their policies concerning this issue

    Jan 08, 2021
  • anon

    Why is it that a few of the post offices in Miami, fl are refusing to scan my prepaid label packages when I take them there. They claim they are not supposed to scan my packages, because the package already has a paid label on it. Three of my packages being lost in transit, and it is difficult to file a lost claim when the package does not appear in the USPS system, other than to state the package left my house.

    Jan 08, 2021
  • anon

    Not alone everyone. Just wanted some people to relate to, linked below are some stories of the crisis for reassurance. https://www.inquirer.com/business/usps-package-tracking-delays-philadelphia-christmas-2020-20201218.html https://6abc.com/usps-delays-tracking-mail-united-states-postal-service/9385618/ Even bills are getting caught in the backlog! My story: I had sent out a package from UPS and was told it was taken by USPS the next day. That was on December 16th 2020. The package has not been scanned into the facility whatsoever and is currently left as "label was created" on the tracking log. In the Philadelphia region we have a pretty huge backlog. To give some idea, packages from thanksgiving haven't even been scanned in yet. Let's all have patience and await the packages!

    Jan 06, 2021
  • anon

    Can I have a refund on my shipping that was supposed to include tracking? My package was never scanned and this is problematic because I may not be eligible for payment through OfferUp due to its automated system.

    Jan 06, 2021
  • anon

    The USPS Mail system lately has been atrocious. I currently have two Packages I am waiting line with no update the tracking information for the last couple days other than to state that it’s in transit on time, then switch is in transit late. This is not acceptable. Expect all my shipping to go with a different company unless these things are changed.

    Jan 05, 2021
  • anon

    Please please allow small businesses to rent your handheld scanners so that we can scan packages ourselves. I drop off 100s off packages and I need to be able to scan them all so that my customers have proof that I sent it out.

    Jan 05, 2021
  • anon

    I guess I'm glad that I'm not alone. I mailed 4 packages on 12-11-2020, all heading to either MI or OH from TX. As I recall, all scanned in Aurora IN, before then being "in transit." The last scan for one of the packages was 12-17-2020 not to be heard of again. The other 3 arrived a few days before Christmas. I filled out a service request form on 12-28-2020.

    Jan 01, 2021
  • anon

    I dropped off my package on 20th December at 4516 Burleson Road, Austin TX. No scans until now.. the package shows just label created. It was a return item and I will be charged if it doesn't get on time!!! Need help.

    Dec 31, 2020
  • anon

    What was the outcome of this?

    Jan 07, 2021
  • anon

    I had a package I was just told was not delivered, I shipped in late October! When I checked tracking, they never even scanned it into the system. :/ Now I am being told it was not received, it WAS, I dropped it off at the post office myself. It was insured, but they will not honor a claim because THEY did not scan it. What recourse do we all have when these things happen? I am out inventory, client is out the product, USPS was paid. A clear instance of NOT scanning

    Dec 31, 2020
  • anon

    I am shipping fresh fruit nationwide. The most egregious lack of delivery tracking is in Illinois. If the package is not properly scanned at delivery, the customer can ask for, and get a full refund and I have no recourse. Hey all you other online sellers: it really helps the USPS if you ALWAYS USE A SCAN FORM. Even for just one package. It also helps to treat them politely and try to drop during slow times at your post office. Ask them when it is best for them. Be organized. Always tape every box seam and the factory joint. Be part of the solution, not part of the problem. I used UPS for 6 years until they ruined my business with late deliveries in Summer 2019. USPS is the only option, so let's all try and make it work.

    Dec 30, 2020
  • anon

    All recent packages have been late..This is understandable given current situation. However, the issue is item NOT being scanned for acceptance at inception. I feel customers would be A LOT more accepting if the tracking was accurate from point of contact to delivery. This is not consistent and puts online retailers and customers in quite a predicament trying to figure who is actually responsible. Without proper tracking, USPS is freely encouraging theft, dishonesty, money loss, etc. I have an item sent the first week of December with NO MOVEMENT whatsoever going on three weeks. The shipper insists they placed it at drop box at local post office. At a MINIMUM, an acceptance scan should be processed immediately once USPS takes possession of an item. I am a thorough fan of hardworking USPS employees, am understanding to current weather and health conditions, as well as have my priorities (pun intended) straight about what's important in life. Hint: not material items. That said, when checks, medication, bill and documents, etc are not received timely and livelihoods are attached to online retail sales, it is morally irresponsible to not at least TRACK PROPERLY. If the volumes are such that make it impossible to priority ship, DO NOT ACCEPT PAYMENT on that method type of deliveries. Transparency is everything and goes a long way for people to be forgiving. Right now, it's clear as mud...or snow, sleet, and rain. I've already waited WEEKS for items that typically take days. The difference between tolerance and extreme irritation lays in TRACKING. Just take a look at your USPS online metrics for website visits from Nov. 28 through Dec. 28 and that will tell you everything you need to know. I bet there would be a record for most refreshed website in history. Start THERE please. Lack of tracking at EACH point is irresponsible, reckless with goods, and at worst theft. Please fix this NOW.

    Dec 29, 2020
  • anon

    I personally shipped two large boxes from my local post office (Kitty Hawk NC) on Dec 7th priority mail to Columbus OH. Both boxes show departure scan on that day, then only ONE was scanned in at Raleigh hub on December 8th. Today is Dec 29th & STILL NO SCAN ON THE ONE PACKAGE. The pkg that was scanned in at the Raleigh hub was just delivered yesterday - 3 weeks after shipping priority mail. I've filed 2 mail searches & a missing mail claim, and no response from those either. Going to file insurance claim tomorrow. These were all of my grandson's Xmas gifts, and a box is still missing. No one at USPS seems to care.

    Dec 29, 2020
  • anon

    Extremely upset with usps. Mail is taking 2 weeks to go from east coast to Phoenix. Priority mail is a joke. Dont take our money for faster service if you cant provide it. So may people are unemployed and could be hired by usps if they cant keep up. Not everyone is sick. USPS needs to stop testing people and hire them and train them. I cant get my medications through the mail anymore which means I have to pay more. Why did the usps stop providing specific tracking information? It doesnt help anyone to see a tracking update that says your package is moving through usps system. Who cares? Great! Where is it in the system?is it days away weeks away. I used to love that I could see where my mail was. What was the purpose of taking that feature away? At least I could tell when my package is going out for delivery in a different city than what I lived in and I would have to find out why I got a wrong tracking number and now I can't tell until the package gets delivered where it is. That was a great feature you had why did you take it away. I'm in a ship all my packages through USPS DHL or FedEx from now on . Worth the money.

    Dec 28, 2020
  • anon

    I feel the pain of the people who have shipped product. On the other end of things, as a consumer who bought an item off of ebay with a guaranteed ship date of 12/24, I am waiting in limbo for a product that I have yet to receive with no tracking aside from showing that a label was created. So as of yet, I have no tracking info as to whether my product has moved at all. It's great that you did a case "study" to find out what the rest of us already know. Now what are you going to DO about it? Hiring more people is not the answer. Hiring people that do their job conscientiously is! When I go to the post office, I get a greeting like they would rather be doing ANYTHING besides working at the post office. If that's the case, then go somewhere else. It really proves the stereotype of the typical "lazy government employees" to be the case when 21 out of 25 cases prove that parcels are not being scanned correctly, or at all. Way to go. Can I please have some more bureaucracy in my life? It has proven to be so efficient thus far.

    Dec 28, 2020
  • anon

    The Baltimore Distribution Center has left my packages sitting there for three weeks now while delivering newly dropped off packages through. Media mail is getting there in 2 to 5 days, but priority not for 3 weeks. Why didn't you reroute through Greensboro and hold their media mail so that at least priority mail would get there. I have had to shut down my business due to the incompetency in the Baltimore Center. It is more than COVID. They haven't scanned items for well over a year, before it hit.

    Dec 28, 2020
  • anon

    ARE THEY NOT SCANNING IN LOUISVILLE, KY 40213? IS IT STUCK IN A HUB OR DID THEY LOSE IT!? My family sent me a small but 200.00 worth of stuff in package with 2day priority, but the tracking says first class? Also doesn't even say it was receivedn BUT IT WAS DROPPED OFF AT THR PLACE only shows that it has had a label created...this makes no sense. It's been5days so I sent a where's. MY package thing...last time I ordered the 28th nov. it came 2.5weeks later 2day priority but onlly 1day after talking to the man I created a case with...so I tried again. Please fix this hire people

    Dec 26, 2020
  • anon

    I've been experiencing this problem. I have one customer who is very dis-satisfied with me because tracking shows pre-shipment although it was taken to the post office on Dec 15th (today is the 26th). Another item that was taken to the post office on Dec 12th in Virginia Beach and showed no further tracking until it was scanned in Depew NY on the 21st and then delivered the following day. It seems that if it wasn't scanned at the originating post office, it doesn't show up in tracking until it gets to the destination post office or distribution center.

    Dec 26, 2020
  • anon

    I sell on ebay and was directed by the postal worker to drop off my packages at the counter that was stacked with other packages. I also did not want to wait in line in a crowded post office that appeared to no be practicing social distancing. Having the USPS pick up at my home did not work since they have not been showing up on time. Now I have 2 packages that are not showing tracking information. One has been dropped off Dec 8th and I am getting ready to pay the customer. The other tracking information from the drop off this week for the 900.00 package is not showing yet. If more packages disappear, then I am out of business. I am not sure why the USPS cannot hire temp employees during busy season just as UPS hires. Not buying the Covid excuse - some media appears to be apologizing for the USPS instead of advocating for the people. Sorry but I am not happy with the service.

    Dec 24, 2020
  • anon

    The tracking for my packages are finally showing in the system. The Dec 8th package to Florida is showing in Spokane and the other 900.00 is showing a still in my hometown but accepted by the USPS. I am just relieved that tracking is showing.

    Dec 31, 2020
  • anon

    i have two packages that were being scanned at every stop then all of a sudden the scanning stop and has not moved in a couple of days since dec 15

    Dec 24, 2020
  • anon

    We shipped 82 packages on December 14th Paid 2 day & 3 day shipping. Some of those package are still MIA. Some have been delivered with not tracking, no scans ins, some look like they haven’t moved. More than 80% of our packages say they’re still at my place of business where we pulled the shipping label. I am blown away. We are small businesses are try our best to support you but this will have me moving to a different service. These are collectibles that were pre/paid over $3,000 in inventory and another $600 in shipping costs. They’re irreplaceable so we will have to refund them. I am beyond upset. There is no excuse for not scanning out packages in. Covid or not.

    Dec 24, 2020
  • anon

    We have the exact same issue for over 20 packages we shipped on Dec 18th. Until now no tracking info for any of them. USPS really is not functioning now!

    Dec 26, 2020
  • anon

    I have no idea if my package is sitting at our local distribution center or is in transit. Once the carrier picked up the package, no further scans have been made. It would be nice to know where my package is late or not! Item was mailed on December 14th from a package store. Item was picked up by USPS on December 15th and doesn’t appear to have left my town. Local post office claims it was taken to our distribution center, but there’s no proof of that. Would like to know where my package is sitting. If it reached our local distribution center there was no scan and if it’s in transit, there’s no telling. I understand that things are slow, but where’s the accountability? What’s going on when this issue has been ongoing long before the holidays. Why is the USPS charging people for priority mail when they cannot honor the service? Consumers should have been told upfront that they cannot purchase this thinking their items will arrive in time. It seems that there is no precedence for how you ship nor does it matter to USPS if the items are tracked. So why offer this service?

    Dec 23, 2020
  • anon

    I dropped a package off prepaid at the main post office. I put it inside the package bin that your turn to send packages to the back. Well mine got stuck but I figured someone would just get it out on the other side. It's been 3 days and it shows up as never arrived.. What can I do. Can they deliver with out scanning and why did they not scan/ Am they punishing me for the package getting stuck? Will I ever know?

    Dec 22, 2020
  • anon

    It’s hit or miss with USPS scanning upon pick up! I pay all this extra money to get something shipped 1-2day priority express, they pick it up, never scan it then it either gets stolen or delivered very late. I’ve had a 550.00 watch stolen not too long ago. Ridiculous.

    Dec 22, 2020
  • anon

    Most of our packages are not showing any scan from our daily business USPS Pick ups. This has been happing since Nov 30th. Some packages have only shown a delivery scan. Post Office is telling customers that they have not received these packages. Local Post office in Union, MO 63084.

    Dec 22, 2020
  • anon

    I hate to pile on, but... I'm a low-volume eBay seller, and I've preferred the USPS until recently. I hope and expect that USPS will return to something resembling normality once the holidays are over and once more people get COVID vaccinations. When shipping USPS, I *always* take my shipments to the post office and watch them get scanned, and I get a receipt. As a low-volume seller, this is feasible. I've read too many horror stories to skip this step. One would expect the USPS to take scanning more seriously, because accurate tracking adds a tremendous amount of value to the process, for the seller and the buyer. If I can't depend on USPS's tracking, I will use UPS or FedEx. Despite getting origin scans, two of my shipments earlier this year sat in USPS facilities near their destinations, one for ten days (media mail) and one for four days (priority mail). I opened cases on both of them, and that seemed to shake them loose. For my last few shipments, I've been using UPS Ground. It's more expensive, but my customers get their package within a reasonable time, with no glitches or delays. I get peace of mind not having to worry about my shipments.

    Dec 21, 2020
  • anon

    Hello, Dropped off 8 packages at my local Post Office in Hampden Ma. 01036. All were ebay customer orders with a pre-printed labels and ready to mail. There was a long line for the window so I left the mail on the counter and told the clerk the mail was all set and ready to be scanned. 4 days later there is no tracking updates on ebay or USPS website. Customers are opening cases saying I never mailed the packages. I called the Post Office, spoke to Postmaster and he said I should have waited in line to have the pkg.'s scanned. He said they just sent the packages to the distribution centers without scanning at the PO, and there is not proof the packages were received there. I know things are horrible for shipping now with Covid and the holidays, but this has a negative effect on sellers who are charged high postal rates and have to give refund due to no proof that a package was mailed.

    Dec 21, 2020
  • anon

    The USPS workers encourage you to drop off your prepaid packages in the "bin." I never do this b/c I don't like the idea so my packages not getting scanned but they assured me they will. Some days the lines are so long I don't have time to wait 45 min just to scan my package. I dropped off my packages in the bin on Monday, Dec 14, 2020. It is now Dec 17 and the status says "Pre-Shipment Info Sent to USPS, USPS Awaiting Item" Delivery Date unknown. So is my package just sitting at the post office? Does anyone know if I can go up there and get it back? This is ridiculous, especially to a buyer. It looks like I never took the package up there.

    Dec 17, 2020
  • anon

    Same here. There were orders we dropped off between November 30 and December 10th. and several still say "pre-transit" We've had one or two customers then scream we're dishonest even though we've contacted then about open cases with the post office (but then their local post office will say we never turned it in...but the later in the day all of sudden the tracking will be updated to finally say we dropped off those items on the 18th or some other nonsense! What?!? And often there will be an expected delivery date at the top of the results and the package will be delivered on that day or the next....so I'm beginning to think the customers' post offices or regional hubs have actually had it for all that time but are trying to avoid accountability. We've also had a couple of customer report that the tracking said "delivered" but the item really didn't show up until a day or two later. I feel so let down by the USPS, and we're switching to UPS even though it is really hitting us in costs. I can't even trust tracking results, why should my customers?

    Dec 20, 2020
  • anon

    The USPS has never offered 100% perfect service but right now they are completely overwhelmed with the volume of packages because so many people are doing holiday shopping online in order to avoid crowds at stores (COVID-related). On top of that, the USPS is very short-staffed because so many workers are out sick wit COVID or quarantining because of exposure. There are photos online of the immense backlog of packages inside USPS sorting hubs. It's a horrendous situation. I sell online too and have half a dozen buyers right now whose packages were picked up from my door by postal carriers but not scanned. It's been over a week and they're still showing up as not in the system. I've sent out other things since then that were delivered within days. Others are in the system but moving very, very slowly. Same as with things I've purchased myself. The good news is that holiday shopping has a finite end. Shipping volume will drop back to pre-holiday levels (still higher than in pre-COVID times, though). The USPS will get caught up on deliveries.

    Dec 19, 2020
  • anon

    I am having this SAME issue as well... I shipped 7 packages and I dropped them off at the post office myself in the "bin" they told me to and none have scanned in - all say the same as yours and this also was December 14th and it is now December 18th. I also don't know what to do, I plan to go to the post office tomorrow to see if they can locate but unsure how you lose SEVEN packages. Is the post office not shipping packages this month?

    Dec 18, 2020
  • anon

    Same thing happened to me - dropped of on December 124, it is Dec 18 and still no record. So, I am also a seller that looks like we aren't doing our job. I called on Dec 16 and was told they were DAYS behind in scanning packages and they can't get the packages out anyway so they will sit until the can get packages out. Not a weather problem. Just a manpower problem across the board. I have switched to UPS for all my other deliveries - they are arriving a day earlier . . . . .

    Dec 18, 2020
  • anon

    I have the same exact issue! Dropped of on Monday afternoon 12/14 in Warren, NJ. In the past I'll see the scan that evening or the next morning. I stopped by on Wednesday to see if there was an issue with it and if it was still there. I was assured that everything goes out and it sometimes scans are missed. Now it is Friday and it is still not showing any scans as it supposedly makes it way to Massachusetts.

    Dec 18, 2020
  • anon

    I dropped off 4 packages at the Hamilton, NJ post office and all of them are showing label created and none are scanned. It’s been over a week and my customers are furious. I can’t track packages and it looks like my packages have not shipped. I’m filing a lost package charge on all 4 and hoping to get reimbursed. I have no proof that I even dropped off the packages. Nothing. This is why I’m switching to fed ex.

    Dec 16, 2020
  • anon

    I dropped off two packages on Dec 12 on Wythe St in Alexandria. The Priority mail box was scanned in, the other a brown box Priority mail still hasn't been scanned in. It's been three days now. I went yesterday Dec 15 in person and was told it may be just sitting in Merrifield VA. How can you scan in one box and not the other?

    Dec 16, 2020
  • anon

    I had a similar thing happen. Dropped off on 12/10 thinking they would be scanned in the next day. Had a customer message me so I reviewed tracking. Her package was just checked into my local post office today! I reviewed all the other packages shipped at the same time. Half have been delivered while the other half checked in today... how is that possible?!

    Dec 16, 2020
  • anon

    I have a package dropped off yesterday at USPS Fairfield,Ca. Until now it doesn’t show any scan, it is a first class package insured. But how can I file insurance claim if it doesn’t show that usps has possession of the package. Please help.

    Dec 16, 2020
  • anon

    I have a brand new small business that is already suffering from USPS awful customer service. I had 3 packages picked up from my home in fulfillment of customer orders and it's been several days yet nothing has been scanned. The status still reads label created, awaiting arrival to facility. These are PRIORITY MAIL! How are packages not being scanned? This isn't acceptable at all.

    Dec 16, 2020
  • anon

    Philadelphia PA not scanning packages. Label created at a mailbox store on December 8, 2020. Store owner says USPS picks up from store twice a day. Can’t track or find package because it was never scanned, it is now December 15, 2020. Unacceptable, ruining family Christmas. Will never use USPS again.

    Dec 15, 2020
  • anon

    Why do we pay for tracking if you never scan the packages??? I have customers not mad at you but mad me for something I can’t control. Why aren’t addressing the scanning issues? 4 packages are still saying pre-transit as of 5 days ago. So where are they? We should get money back for tracking if you’re not going to do it. League city, Tx 77573 location.

    Dec 15, 2020
  • anon

    I have a package that was brought to Montgomery on the 9th and still haven't recieved it nor had it updated in the system and it's a first class package i called and the lady tells me it's nothing she can do i just have to wait

    Dec 15, 2020
  • anon

    The issue of postal employees not scanning packages has not improved since this 2/19/20 report. Besides the delays in shipping by all carriers this holiday season, to not be able to track the packages which you paid for is very disturbing and frankly unfair. What is the purpose of paying for tracking in your postage if you cannot get tracking updates on your shipments. My trust in USPS has been compromised and I will no longer use this method of shipping except as a last resort. It's a shame that a company that is struggling financially to stay afloat and needs all the business they can get is not earning the business. Shame on your employees and shame on their supervisors for not overseeing their staff.

    Dec 15, 2020

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