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 (317)

  • 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
  • anon

    Used your kiosk: printed out two labels that had tracking, both packages were insured, handed them to the employee behind the counter and neither one has yet been scanned. It has been over 12 hours and every time I put the tracking # in the USPS tracking search, it states that USPS is waiting for my package. This is unacceptable. I now have to go back to the PO tomorrow morning and hopefully chase this down.

    Dec 15, 2020
  • anon

    Ive delivered many packages for my small business and Ive noticed that only the ones that have insurance get scanned and the rest are missing and im losing so much money! Its not ok. Something is going on behind those doors and I think employees are at fault. I want something done. Its unacceptable.

    Dec 14, 2020
  • anon

    Same with me I have a small online business and I also have lost a lot of money because they didn't scan the packet and the packet never arrived at the destination. I think there's a scan inside the post office.

    Dec 16, 2020
  • anon

    Dropped off 6 packages a week ago at my local post office. I made the mistake of putting them in the prepaid package bin. They have not been scanned as accepted so now people are questioning as to why I have not shipped them.. Today I stood in line at the post office for 20 minutes so I could have my packages scanned. I asked the csp why my packages have not been scanned. He said that they don't scan them until they leave for distribution center that is 20 minutes away. So it's been a week and I want to know where they are..

    Dec 14, 2020
  • anon

    I dropped the item on the 10th from Baltimore printing the slip but in the tracking, it is still not showing that it has been received. It is supposed to be delivered on 14th which is today. I don't know what to do at this point, at least if they had scanned somewhere I would feel relief. Is it directly going to be delivered? So, frustrating.

    Dec 14, 2020
  • anon

    same happened to me. carrier picked up my click-n-ship on Dec. 10. It is now the 16th has not been delivered and no tracking., just pre-shipment. has yourpackage been delivered?

    Dec 16, 2020
  • anon

    I had 3 packages picked up by a USPS postal worker from my house on December 6th no tracking at all and all of the packages show as a preshipment (usps awaiting item) this leads me to believe that the postal worker clearly stole my packages I don’t know what to do because i have 3 customers that are concerned about their products and me having to refund them!!? I’ll be filing a claim so someone can be held accountable.

    Dec 14, 2020
  • anon

    I printed a label on 12/8 and it sat in transit at the 92008 post office for 5 day. Why would that happen?

    Dec 14, 2020
  • anon

    Along with the HUNDREDS of other commenters & small businesses owners here, I too have had incredibly frustrating experiences with the USPS lately. Currently have ELEVEN packages sitting in limbo. Never scanned ( though we PAY for the SCANNING! HOW IS THIS OPTIONAL FOR CARRIERS???) Also have had MANY packages as of late be completely broken & destroyed by USPS carriers. I mean the customer sends me photos of the box totally in shambles. I submit a claim to USPS for my customers & we receive emails DAYS later saying that the “proof doesn’t suffice” & the CUSTOMER has to GO TO A POST OFFICE DURING A PANDEMIC WITH THEIR BROKEN TRASH TO PROVE ITS DESTROYED. Seriously? You’re expecting folks to go to a public facility during a pandemic to get a refund for damage YOU caused?? In what world is this good customer service?? The customer service phone lines are a joke as well. It’s nearly impossible to get a hold of someone & they keep passing you back & forth. Get it together USPS. CLEARLY you are dropping the ball & honestly I hope a lawsuit comes out of all this because it is BEYOND unacceptable!

    Dec 14, 2020
  • anon

    You have no idea how bad this looks for small businesses!!! I’m having customers yelling left and right that their order hasn’t shipped even though it was dropped off 4 days ago!! SCAN THE PACKAGES!! you can file a claim because there is no proof of the items being dropped off. Get more help. UPS hired people just to deliver in their own car. If anything scan what you receive. It’s absolutely ridiculous that you can’t hire more people— tons of Americans are joh searching right now. Customers aren’t mad at you they’re mad at me!! Get it together.

    Dec 14, 2020
  • anon

    I delivered a click and ship package to the post office, but it was not scanned in. The recipient has not received the package either. How can I file a claim? It seems that other people have had the same problem with the post office- per on-line reviews/comments.

    Dec 13, 2020
  • anon

    I sent a package on November 30th. It didn’t leave Eugene Oregon until December 4th and there has been no tracking since. Today is December 13th. It was sent priority and the receiver is concerned. Why isn’t it being tracked.

    Dec 13, 2020
  • anon

    Shelbyville Michigan post office has lost three of my packages in the last two weeks due to not scanning. These packages are my small business sales and the selling websites are stating I may never get paid for these packages due to the nonexistent tracking info. One postal worker came to my home told me to retape my package. I retaped it and handed it back to her and it never got scanned and never shipped! These workers don’t wear masks inside of the post office. One item was placed in a drop box and the other was handed directly to a post office front desk employee. Neither of them were scanned and I may never get paid the $52 total I am owed for these items that my customers purchased.

    Dec 12, 2020
  • anon

    BAD BAD BAD!!! How can you not scan packages when we are paying for the service to be done. It's hard enough being a small business, but now we have to spend all day replying to customers who are asking why their package hasn't shown movement in days. Get it together USPS.

    Dec 11, 2020
  • anon

    I use the post office in Cordova TN, it’s the only one in Cordova TN. This post office is currently losing on average 4 out of 10 packages that I send. And it’s always the same thing. I drop the packages off and the ones that actually get scanned make it but 40% of the packages that I send never even get scanned in and never show any tracking. I understand losing some packages but you guys are almost at a lose one package for every two shipped with you guys. This is killing my business because customers do not care that the USPS is inept. They only care that they didn’t receive their package in a timely manner.

    Dec 11, 2020
  • anon

    I resale clothing items on ebay and Posh and my packages are not being scanned at the post office when I drop them off all of the time. I had one sit for 8 days before it was scanned as accepted at the P.O. of origin??? 8 days? It's still in limbo somewhere but at least Posh knows that the PO has it. I have 3 that I dropped off 4 days ago that have not yet been scanned as accepted. Yet one I dropped off last night was scanned as accepted last night. I spoke with the post master and she said that they are busy and are NOT REQUIRED to scan packages when they are accepted or even when they are sent on. NOT REQUIRED to scan.... Part of what we are paying for is tracking. How am I supposed to track anything if scanning isn't required and according to the usps tracking system, packages that I dropped off 4 days ago HAVE NOT BEEN RECEIVED BY USPS? I literally can't even prove that I shipped these items..... I am now resorting to taking photographs of my packages being dropped off as proof of shipment. I realize that usps is under pressure at the moment but why am I paying for tracking if there is none and why am I paying for insurance if I can't file a claim because your system doesn't even show that you are in possession of my merchandise?

    Dec 11, 2020
  • anon

    With posh you have your prepaid label with scanning information and the application shows you shipped . I do posh too. All has been fine until I had a UPS pick up at house . Now no delivery and Po has no record .

    Feb 04, 2021
  • anon

    Here in Charlotte, NC first class packages never get scanned. I own a business where I ship hundreds of packages per week. I receive multiple emails from my customers questioning whether or not I dropped their packages off because there are no scan updates for days. First class packages don’t get scanned until they reach the local post office of the receiver, which takes days and at the moment longer than a week. At this point, I’m going to have to jump on board with what a lot of other businesses are doing and move my business to UPS/FedEx. I don’t have the time to respond to multiple emails from customers about locations of their package when it’s something that I have no control over.

    Dec 11, 2020
  • anon

    Currently, I have 19 packages that are lost due to the lack of usps scanning them. I am a small business owner and have used USPS for 25 years for my business and personal needs. This year I need to reevaluate my business situation as I can’t afford the loss in revenue. On top of the post offices not scanning my packages, the lack of customer service is disappointing.

    Dec 11, 2020
  • anon

    As a small business owner who has utilized USPS services for years I can say that in my frequent experience as a shipper and less frequent as a buyer that it is not at all uncommon for my packages to not be scanned. Just this week (beginning December 6, 2020) I had 3 customers email me about where there packages are at. After checking the tracking and knowing that they were all picked up on Monday and it is now Thursday, not one of the packages has been scanned. I personally handed the packages to the carrier and watched him put them in his truck. I had at least one customer week before last and two the week prior whose packages finally show 'in transit, arriving late' and that was with shipping USPS PRIORITY mail. Each of those has been in the system for about 10 days...so way behind. I understand Covid and the holidays but this has been an ongoing issue (one of the many) with the USPS for years. I have been utilizing UPS in a much larger capacity now and will look in to Fed-Ex as well. I have not had one problem with UPS tracking. I have had a few items damaged so am having to double box more than I normally do but UPS prices are so much less that it really doesn't cost any more. The sad thing is that I don't think anybody within the organization gives a crap. USPS = Lots of frustration is all I can say.

    Dec 10, 2020
  • anon

    Why aren’t packages being scanned? I can’t tell if I’m receiving a huge shipment or not

    Dec 10, 2020
  • anon

    I used to stick up for the post office, and was against them being replaced by private carriers, but the service has become SO bad, they lost my support! And they lost my packages!!! I scheduled a pick up a few months ago, received the confirmation that two packages had been picked up, but neither were ever scanned into the system, and so I have no proof to follow up with the insurance that comes with the tracking numbers. That cost me over a hundred bucks! Then, just this week, my pick up request for EIGHT PACKAGES was ignored, even though I personally called to confirm it with the manager, and then hours later called again and spoke to the assistant manager, nobody came. This was a Monday for orders placed on Friday, so it was crucial they go out on time! Finally, because I physically waved down the postal worker, he took my packages in the truck on Tuesday, but then only seven of the eight were scanned THREE DAYS LATER! The eighth is who knows where, but my customers will think I didn't mail their orders for a week! And another order I sent out three weeks ago still hasn't arrived, and the last scan was TWO WEEKS ago! Completely and totally unreliable. Workers are too lazy or just don't give a [fill in the blank] to scan the packages, and it's costing sellers money on refunds and loss of product and postage! Fix it! Or be replaced!

    Dec 10, 2020
  • anon

    This happens to me ALL THE TIME. I mean, EVERY SINGLE TIME. They do NOT scan packages here in Huston/ Sugar Land TX. I run a small business and I drop off about 5-20 large envelopes every day with First Class tracking. I cant stand in line every day to have them scan the packages in front of me. Even if I wanted to do that they refuse to do it and ask me to drop them off at the wall drop-off slot. They just DO NOT scan the packages and if I happen to use a 3rd party insurance company I can't even claim anything because there is no proof of drop-off. The post office is doing a HORRIBLE JOB at 225 Matlage Way #1488, Sugar Land, TX 77478

    Dec 10, 2020
  • anon

    I sell on eBay and this is a constant problem. If the tracking message says out for delivery but was never scanned to buyers mailbox then if someone wants to rip someone off all they have to do even if they get the item can say they never got it and either make the seller refund them or even the seller to open a case for the buyer to get compensated and keep the item because the mail carrier was too lazy to scan! So I z as m out money any my item! This is not right especially when it get to the buyers state and city but it’s still the sellers responsibility this is bull crap! Postal Inspector s need to do their jobs and look into this!

    Dec 09, 2020
  • anon

    Enough is enough I have 11 packages sitting in limbo either not scanned or stuck somewhere. The bad part is one is my MEDICATION! I NEED my medication! This is ridiculous! I’ve had to refund a customer because the customer swore it was never sent when it was directly handed to the driver but never scanned. Now since they won’t scan it I cannot intercept it and now I’m out $$ and the product! What as a small business supposed to do? Just go under because the postal service can’t get their crap together and scan the packages out for delivery? What am I to do without my medication? I’m not the only one having these issues! Thankfully it’s not life saving medication but it does keep my migraines at bay. This is absurd that a customer cannot do anything. I filed a claim for a lost package but am told since it didn’t scan there’s nothing they can do so I’m out a lot of money and getting bad reviews at the post offices fault! I feel a lawsuit coming!

    Dec 09, 2020
  • anon

    I had a $600 return set for pickup and I handed it to her the day of on camera with the confirmation email sent immediately after. It’s been a week now and it’s never been scanned for tracking. I live in the same city as the regional center. I’m worried now I will lose $600 for a return that never shows it’s been scanned. I submitted a lost package request and I received a phone call from another state, where the package should go, and they said you need to call your post office because we can’t do anything. How am I supposed to be responsible for a package in your possession. Just makes me so sad.

    Dec 09, 2020
  • anon

    I have recently had two packages that I sent via USPS for purchases from my business disappear into never never land. I dropped both off at a PakMail facility that verified the packages were picked up by USPS. Both packages are still in a "pretransit" state, one 12 days late and still not received by my customer. The second picked up by USPS on 12/7, but still not scanned as in transit. REALLY??? I PAY to ship packages and part of that payment is for tracking. Apparently, USPS employees think this step is optional. It's next to impossible to run a small business if you can't depend on your shipper. I've used the USPS website to try to get more information but with so many broken links it's hard to find information. I've called the main number for USPS and find it ever so frustrating because the phone system is circular and you can never SPEAK with anyone. I called my local USPS facility this morning 12/8 at 9 am, spoke with a lady who took my number, and said she'll call me back. Three hours later, NO CALL. The tracking number I have for both packages is useless because the packages were never scanned. I find it hard to believe this is the best you can do. Please don't play the COVID19 card, with so many Americans out of work you can certainly staff up. DISGUSTED.

    Dec 08, 2020
  • anon

    Have ordered two things delivered through usps, the last has been I unscanned for weeks, and was supposed to arrive in 3-5 business days. Insane :/

    Dec 08, 2020
  • anon

    I mailed out 4 letters priority mail with tracking and one box. All went out at the same time, some one day shipping some 3 day shipping. Only one envelope has been scanned at the distribution center, none of the rest of them made it there. The post office has you leave it there, then they inform you they don't scan it when they send it out, it does not get scanned until its at the regional center, then only one gets scanned. These are valuable documents that cant get replaced, for any amount, and when you do the right thing, and the post office doesn't.... whats the point of bringing it to the post office if they don't scan it as received!

    Dec 07, 2020
  • anon

    Been zero scans on my package since it got to the new Jersey post office on December 2nd. It's 60 dollars worth of parts for my vehicle that I need. Was supposed to be delivered by this past Friday.

    Dec 07, 2020
  • anon

    There has been a continuous problem over the last few months with the post office not scanning my packages. This is a big issue for me, because my customers track packages and it looks as if I never mailed them. I’ve addressed this with my local post office several times to no avail. This needs to be taken care of immediately.

    Dec 07, 2020
  • anon

    I have recently been using the click and ship feature for my shipping needs with USPS and I am not exactly thrilled. I had a package picked up (the mail carrier left the pick up confirmation in my mail box on Dec 3rd. Here we are Dec 7 and it still has not been scanned as accepted by USPS. The following day I used click and ship for two more packages and took them to the post office as I wanted to get them out that same day and placed them in the bin inside next to the counter (to save time and my self from exposure to others) on Dec 4th. These too have yet to be scanned as of Dec 7th. This set was done around lunch time Dec 4 so it wasn't after hours or a Saturday. The estimated date of delivery is Dec 7 (today) for all three packages. How can they possibly not have been scanned once in the last 3 and 4 days respectively? It is so frustrating. These boxes contain items I hand made and can not be replaced as gifts for loved ones. Sure, they may not be expensive like a TV or something but they are important. My roommate and I actively patroned the USPS through this whole pandemic because we believe it should be saved but after three of her packages and three of mine just magically disappear in the span of a week I wonder what it is all for.

    Dec 07, 2020
  • anon

    Did the item gets delivered? I am having the same issue right now. I want to know the average amount of days they take these days without scanning to deliver the item.

    Dec 14, 2020
  • anon

    Pick up at home is not working since July and now it is worse. No scanning of packages when picked up and no scanning at Post Office. One package took 4 days to scan and that was at the distribution center. I had 2 packages picked up yesterday and it has been 36 hours with no scan showing USPS received the package. Right now, I have to stay home (per my neurologist) so pick up is nice but if I have to go out (online first packages) and buy the presents again and stand in line at USPS, I hope I don’t get sick. Apparently this is going on at a lot of USPS . What happened July 1st to cause such a mess. At first, at least the packages would be scanned within 24 hours but not now. I have friends in Texas, Utah and Virginia who are having the same problems. What is going on?

    Dec 07, 2020
  • anon

    I am tired of the post office losing my packages...

    Dec 05, 2020
  • anon

    Philadelphia post office busy Tuesday 12/1. Not allowed to self scan 2-day package. Other boxes stacked to ceiling and informed to just leave it and go. Now it’s Friday and still NOT yet scanned into the system. Post office isn’t responsible if not scanned-in but told to leave it Perhaps someone walked off with it?? Tracking info is useless unless they actually start process. 3days and I’m waiting.

    Dec 04, 2020

Pages