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 (86)

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  • anon

    I continue to report missing items scanned always allowing a week to be sent to me. I have filled several complaints with national and local level. I notified by Lagrange Police dept that my mail and other customer mail was found in the custody of a convicted felon. I reported my information as identify fraud victim but missing important mail continues to go unmonitored. Please help me.

    Jun 30, 2020
  • anon

    Hello, Rosetta. Thank you for your comment. Regarding your concern, please file a complaint with the Postal Inspection Service at (877) 876-2455 or https://www.uspis.gov/report/

    Jun 30, 2020
  • anon

    Trying to find out if Package was delivered, Check tracking but it says waiting on final delivery scan? I sell online and I can't get paid until Paid until it gets scan. Help

    Jun 29, 2020
  • anon

    Please inform your employees when they pick up packages at a house, scan the packages. I am at risk for Corvid-19 and I have been having the Post Office pick up 1-2 packages several days a week. In April and May, great but in June stopped scanning packages. Have talked to Post Office. Scanned the next day but then stopped again. 2 packages have not been scanned. I received the emails saying my mails were picked up and heard the mail man. Apparently this is happening in a lot of places.

    Jun 28, 2020
  • anon

    WILMINGTON DE is notorious for inaccurate information concerning the delivery of packages AND actually not making delivery attempts at all but falsifying claims that the recipient requested HOLD PACKAGE . This has occurred multiple times.... regular occurrence.

    Jun 27, 2020
  • anon

    I put 2 boxes in the kiosk at my post office on 6/22. I paid 2 day delivery GeForce both totally $36. One box was delivered on 6/24 and the other box was never scanned and has disappeared. I submitted the tracking number to customer service and still nothing. Apparently putting your boxes into the kiosk is like putting out in the street, I’m going to assume it’s list or someone just stole it. This is why USPS will be gone in a year or 2.

    Jun 27, 2020
  • anon

    Packages sent to the Fort Collins Boardwalk Post Office are not scanned for days. These are customers packages are are shipped with tracking numbers to be able to trace but cannot trace them until scanned.

    Jun 26, 2020
  • anon

    What good is the inspector general if it's 2020 and scanning is even worse today then it was then. Everything is,worse. There are truck loads of mail unaccounted for that can't be tracked.

    Jun 26, 2020
  • anon

    i had 2 packages picked up yesterday and neither have been scanned . i called local office and they can’t do anything until they have been scanned . i can’t always get to our local post office so depend on the pickup . It doesn’t seem like it should be that hard to use scan the packages . i have a worried customer.

    Jun 25, 2020
  • anon

    I do want to thank the USPS for checking on a package that was held up lately in Ohio. It seems that the sorting facility usually used near our home had a several week backup due to COVID-19 and protests. After sending in a question on where my package was, it was shipped directly to our local mail delivery branch from Ohio, bypassing the long wait at the regional facility. Thank you to the drivers who went out of their way!

    Jun 24, 2020
  • anon

    I have not had any trouble with the USPS until recently, and have been selling online for many years. Over the last two weeks, my items are not showing as scanned, shipped. For instance, today, I took 12 packages to my local post office and only four of them are showing as received by the post office. I stood there and watched her scan every package and gave me a receipt. Doesn't the scan go into some kind of USPS national database? This seriously affects my business. If you don't ship your items within a certain time period, on eBay, your rating, as a seller, goes down. I had to file 2 "investigate my shipping", with USPS.

    Jun 22, 2020
  • anon

    I had 4 packages going out that I personally handed to the carrier. 2 were scanned while 2 others were not scanned. One finally got scanned at the destination PO while other is still missing. Can't file a claim if it was never scanned... Then damaged packages are another thing. 7 wrecked in exact same manor but USPS says it was packaging. Thing is the 60+ others I shipped in EXACT same brand new boxes were delivered in perfect condition. Fragile, Do Not Bend stickers etc do nothing except make it a target to wrecked.

    Jun 19, 2020
  • anon

    I am having so many isssues with my packages not being scanned; therefore not traceable. I sell on eBay and my buyers think I’m not actually shipping their items. If they lose patience and open a case, I will be out the item and money because to eBay, it appears I didn’t ship, so they will refund my buyer. What do I need to do? How do I find out where my lost packages are??

    Jun 18, 2020
  • anon

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

    Jun 19, 2020
  • anon

    Your link doesn't work. Typical of the USPS.

    Jun 22, 2020
  • anon

    Yes it does but you copied the period at the end. Try again without the period like I've shown below. https://postalpro.usps.com/ppro-tools/consumer-affairs

    Jun 24, 2020
  • anon

    I’ve had over 30 packages in the last month that show NO scan even through I handed the package to the post office and photographed the boxes. They just magically show up in another state 7-10 days later. eBay dings you. How hard is it to scan a package that I’ve packaged and labeled? I’ve done all the work???

    Jun 13, 2020
  • anon

    My post office (Peck Slip, NY 10038) consistently does NOT scan parcels. It's frustrating that the office encourages no contact by the use of prepaid labels and drop boxes, but isn't actually scanning or typing in tracking numbers upon receipt.

    Jun 13, 2020
  • anon

    My package was last scanned on may 30th in frederick md it has not been scanned since my brother also has the same issue scanned on may 30th in frederick md not scanned since neither has been updated obviously something is going on would love to know what is going on

    Jun 11, 2020
  • anon

    I have 3 packages that have not been scanned in days now. My question is do they still get delivered if they aren't scanned?

    Jun 06, 2020
  • anon

    My local post office (Leesburg Rd, Columbia, SC) is an absolute nightmare. So much so, that anytime I have a pickup request I'm crossing fingers that it will happen without me having to put a copy of request in the mailbox. Then there is the mail hold problem - request not being processed for days after the requested start date. Those are just a couple examples of the issues I've often encountered. Lately, I've been dealing with the scanning issue; or not scanning to be precise. Every single package that I've shipped over the past 7 months has been neglected to be scanned. What is the point of tracking if the mail isn't scanned? If a package is lost, how do I prove the carrier did indeed pickup my package so that I can file a claim and be reimbursed? Truly, it is shameful! During my first year living here, I had more problems with this ONE post office than I had with all the local post offices in other places I've lived combined. This is over the past 20 years in more than 10 locations across the US, including Puerto Rico. Disgraceful!

    May 29, 2020
  • anon

    I've been having the same issue. I ship through Ebay and I noticed that the "cheaper" shipping options (media mail and first class) are the ones that do not get scanned. While, priority and parcel do in fact get scanned. It seems that because they are understaffed, they are compromising the cheaper shipping packages.

    May 29, 2020
  • anon

    I’ve noticed both First Class AND Priority (1-Day, 2-Day, etc.) are equally not being scanned at all here in NY. Most just magically scan once they arrive at the destination. Some have just disappeared and will show up months later. Needless to say, us e-commerce people are taking a beating in the way feedback (thus ultimately monetarily).

    Jun 20, 2020
  • anon

    I’m based in NYC and these usps employees always got impatient (even mad) at me when I went to the counter and politely asked them to scan my packages (normally 2-3) just because I bought the online shipping label instead of going through them. Recently they refuse to scan my packages so I dropped off most of them, and some of them didn’t show update until the day it was delivered. Luckily they all got delivered anyway, but I’m still worried since the not scanning issue is getting worse and bothers a lot of online sellers. I’d like to know why the employees are unable to scan a package with prepaid label on it ??? because getting the minimum wage can make them feel free to be lazy??? I’m sorry it sounds very rude but that’s how I have been treated from my experience dealing with usps, and oh no I would still have to use USPS service no matter how bad it is :)

    Jun 25, 2020
  • anon

    So disappointed that the PO is no longer scanning packages. Last two I have sent from Santa Fe had no scans from the creation of the label UNTIL they were out for delivery. I use Click and Ship using the PO’s own boxes exclusively just so I can track packages. This was a convenience that USPS provided for years and now I can no longer trust them. So disappointed in their current service.

    May 27, 2020
  • anon

    My business relies on the post office and they are constantly not scanning my packages. I don’t know what to do in order to get them to do their jobs properly. It’s highly disappointing.

    May 24, 2020
  • anon

    Dropped off 3 packages at my local PO nearly 2 weeks ago and until now they still haven’t been scanned. I opened up three separate cases and 1 out of the 3 finally delivered. It didn’t get scanned until it was delivered and that one took awhile. Now for the other two, no clue as to where the hell they are. They’re all first class packages. I’ve been in contact with my buyers luckily they have been patient. I called my local PO and they told me since the unforeseen COVID, they have been understaffed. They said it’s like Christmas time but 10x worse. Since most workers were either scared to work because of the virus, or had kids to look for after schools have closed, there have been less postal workers. Instead of scanning 100 packages per day, one worker is scanning up to 5 hundred. Whatever excuse they were giving me, I had no choice but to keep waiting and yet again had to email my buyers and eBay to make sure I have records that I’ve been in contact regarding this issue. Unfortunately I did not have a receipt for the packages that were dropped off. I hope they turn up.

    May 22, 2020
  • anon

    I have several packages that was scanned at a certain place on the 15 th of this month of May 2020 and I have not heard anything else from the location of my mail. I also have mail that has been on it's way to me for almost 3 months now why is the mail so slow and wilk I be reimbursed if my mail end up at the wrong house and I have paid my money for it.

    May 21, 2020
  • anon

    I have submitted a case and have a number regarding my mail center opening my packages, scanning mail that isn't delivered to me and still in their possession and blatant lies. This has been an ongoing problem with my postal service

    May 21, 2020
  • anon

    I had 6 packages picked up at my house Friday, May 15 and none of them have been scanned yet. My local post office is Glassel Park in Los Angeles. I have tried calling my local post office but no one answers. I've tried at different times of the day and the phone just keeps ringing and ringing. There has to be some kind of control when it comes to scanning packages....

    May 19, 2020
  • anon

    So I want to understand why it takes over24 hours after you take a package and put it in the post office building itself for that package to be scanned.This is the second time this has happened I can't get paid until that package is scanned.

    May 19, 2020
  • anon

    I had 6 packages that was picked up by USPS Friday, May 15,2020. The person who was delivering that day was not my regular postwoman, but I did see him grab all 6 packages and put it in the truck since he parked in front of my house. It's now 5/19/2020 and none of my packages have been scanned at all. 5 of them are media mail so I'm guessing that's why they haven't been scanned, but one is First Class Mail. All 6 packages still show Pre-Shipment. I work in the Culver City area and before the pandemic, I would bring my packages there and drop off at the counter. There's an employee there that's always really friendly and doesn't mind if I get all my packages scanned and get a receipt. All those packages that I dropped off at the Culver City, CA location have had no problems at all. BUT, this was before the stay at home and I've been working from home since Mid March. I don't want to make multiple trips a week to the post office, so I have been getting them picked up at my house (my local post office is Glassel Park in Los Angeles County). I have no problem with my regular USPS postwoman. She's really nice and would go up my front porch to pick up my packages. The issue is when the package gets to the PO and gets sorted out. I notice that my packages have not been getting scanned about 90% of the time. If I'm lucky, there's a 10% chance that they get scanned same day or the next day. This is just a bit annoying and stressful always checking the tracking online and updating customers about their packages. The worst thing about my local PO is that I keep calling the office number but no one ever picks up. It just keeps ringing and then would just beep like it's a fax machine. I really hope they have a better way to keep up with scanning packages.

    May 19, 2020
  • anon

    Are you serious to say you can't scan 100 packages in a day?? This is your job to scan all packages all the time. It isn't that hard to do, seriously. You should take pride in your job, USPS makes America one of the greatest countries in the whole. Hold your head up high and do your job right. Many only businesses rely on USPS scanning every package so we need you postal workers to step up and scan them packages 100%. If you were working for IBM and you didn't screw in every screw because you had hundreds of screws to do everyday, you would be fired from your job. We want you to take pride in making America Great, one small step for postal employees, one giant leap for the United States of America.

    May 17, 2020
  • anon

    my priority mail has been sitting in Grand Rapids Michigan, two states away, for four days now and then in transit... Just kidding it still hasn’t left Grand Rapids and no scan for days. I’m done using the Postal Service covid or no covid. My masks are in that box.

    May 13, 2020
  • anon

    I am a USPS employee and I have to add my two cents into this, employees (not management) are always under a lot of pressure to run the mail and packages. Please realize that supervisors have upper management pressuring them to pressure us for numbers. If citizens want to do something about this write to your local USPS Distribution center (plant manager). I cannot speak for employees that do a bad job though of scanning packages. If there are problems write to the plant manager in your area and describe your concern /compliant.

    May 13, 2020
  • anon

    I have been ordering as well as sending packages in the mail, and last week and this week none of my incoming or out going packages are being scanned after they leave the PO here in traverse city, as well as out of Detroit and PA distribution centers. ( 5-12-2020 ) The high postage and raised costs of the usps, they should be scanning these more often!

    May 12, 2020
  • anon

    I am waiting for a Priority mail package that was shipped from Hawaii with no problems and moved pretty quickly through the Hawaiian USPS system. It reached NYC 10022 on time on 5/7 and next shows that it was scanned in my zip code area and was “ out for delivery. “ Now suddenly it was moved back to 10022 (which is the first destination that it arrived from Hawaii) and shows “ waiting for scan.” This is a very expensive item. I called USPS and was told by the USPS rep in a rather flat voice, that she “can see more detailed scanning” than a USPS customer and that I should receive the package by the end of the day.That was two days ago. I have not gotten my Priority Mail package yet. The thing made its way all the way from Hawaii to get stuck here in NYC?

    May 09, 2020
  • anon

    I've had a package with tracking that's reading "In transit to the next facility" for 2 weeks now. I have absolutely no idea where this package is currently located along the lines. The clerks at my PO are useless. In all likelihood my package is not being scanned so it's sitting in a mail hub somewhere gathering dust. I still see the commercials for the USPS stating how they're there delivering for you. What they should say is that they'll deliver the packages when they get around to it. I honestly don't think they care about much beyond their paychecks and benefits.

    May 08, 2020
  • anon

    Same! 2 weeks ago it just stopped at a location 130 miles away and never made it! Then I ordered $270 worth of something else and paid for two day shipping, and that one is way off route, 5 days later. Now today my sister had a package arrive from the 8th, no tracking from the departure place and her doorstep. The package was open and taped back up, over half the contents were missing, the rest were damaged and there was a random item in it, not from the sender. Clearly there are thieves in the system! When will this become a concern???

    May 18, 2020
  • anon

    Way has my is my mail not being scanned any more

    May 07, 2020
  • anon

    We shipped a Priority package 4/6/20 to NY, 2 states away from our business. The last scan on record was 4/13 when it said that the package was leaving Rochester, NY to the destination of Syracuse, NY. Today, 5/6/20 the customer still doesn't have his package. I tried to file a missing mail claim on the USPS.com site and it errored out 3 times. The package contained a part of which we have limited stock on and it's not cheap either. Out of 5 years in the shipping department here, I have NEVER seen a package recovered and only about 30% of the time do I even get a response at all, which says, "Sorry, we can't find your package...", so we're left S.O.L. with hundreds of dollars in the hole. With the last postal increase, the services seem to have digressed. So much work needs to done to fix the system...

    May 06, 2020
  • anon

    Since this pandemic hit, I have had major issues with items not being scanned or sent out until days after the items are dropped off. I send out anywhere from 4-10 packages a week and right now I have 5 items that have been dropped off that are still not scanned into the system. I get dinked by Ebay anytime my shipping isn't uploaded on time and have to offer refunds in cases where my items are not delivered on time. There needs to be more oversight when it comes to the tracking system. I pay for a service that hasn't been happening and that is unacceptable.

    May 06, 2020
  • anon

    Same Here. I’m Ebay Seller and 4 of my packages weren’t scan by post office. It’s been 8 days. For each package with shipping label I paid $18.14 for 3lbs. Almost $73 . I personally contacted each buyer for giving me time to find missing info or packages. But some buyers opened a request claim on Ebay, some contact me with message. And all 4 packages I have dropped on the same day.

    May 10, 2020
  • anon

    I cancelled all my eBay listings because they aren't supporting the sellers. They KNOW USPS isn't working properly right now and it seems to me they are encouraging customers with late deliveries to file claims by posting when a package should be received using the same metric pre pandemic. Etsy does the same thing and they are not on our side. What I do is send a photo proof of shipping in their email with a letter saying we're back to 'snail mail' days, 4 to 6 weeks for delivery. I do NOT mark packages as shipped because when you do they start sending messages to customers about tracking and delivery and worse, REVIEWS! I don't want another review about a package not being received... I got one not my perfect rating is destroyed. I know, you know, they know that sometime in the next 3 or 4 months, their packages will be received whether USPS says it or not. I'm trying to minimize complaints and make everyone CHILL in advance and if someone files a complaint, I remind them that the package was shipped, they saw it and ask them to be honest enough to pay me when they receive it. Then I refund them. What else can you do?

    May 14, 2020
  • anon

    We are trying to avoid going to the post office as much as possible during the pandemic. We are using a drop box in our neighborhood for shipping parcels. Most are not being scanned when picked up, and some items, including priority mail packages, are not entering the mail stream for up to a week. I had an international package that took almost 4 weeks for the first scan. We only ship an average of 6 packages a day. We are averaging 4-6 packages a week now that are not scanned within 72 hours. What sort of recourse do us USPS customers have? USPS won't accept any requests for help unless the mail has been delayed by at least 5 business days. And there's no way to request help online for an international package that has not been scanned because the web forms only accept US addresses.

    Apr 30, 2020
  • anon

    Blue boxes are for FIRST CLASS MAIL ONLY

    May 27, 2020
  • anon

    I am wandering why Gillette Wyoming USPS doesn’t offer the Mail scan delivery notification?

    Apr 29, 2020
  • anon

    During this time of coronavirus my post office is NOT scanning packages. I am an Etsy seller and always take my packages into the post office to be scanned and get a receipt for them. It is my understanding that if the package is not scanned and never delivered to the recipient unless I have proof, as in a receipt that I actually got the package in the hands of the post office, USPS insurance will not reimburse me for the loss. How is the USPS handling this issue?

    Apr 27, 2020
  • anon

    On several occasions whenever I ordered necessities ie batteries, laundry detergent etc they say the items are delivered when I never actually received it . I'd literally watch the mail truck pass my house then the items would change from in transit to deliver and nothing would be dropped off, but if I ordered clothes or miscellaneous items I'll get those.

    Apr 26, 2020
  • anon

    I have been waiting for 2 weeks for a package that has not been scan for 5 days. I do not understand how a package is shipped from NY to PA and doesn't arrived on time. For all I know my package could be sitting on the back of a truck. have no idea where my package is. I see why people use FedEx or UPS. The USPS service is horrible and unreliable.

    Apr 24, 2020

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