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 (317)

  • anon

    How can you track a usps package if they don't do the "acceptance" scan!? This happens way too many times. So the only information I have is that they created a label and then, maybe, once they pick it up. After that it is lost! And the customer is left wondering when or if it will ever arrive. Extremely poor standards for an operation that has been around as long as you have. Whenever I am informed that my package will be shipped usps my stomach turns and that is just plain sad. I know that this little comment isn't going to change anything but I am so frustrated that I had to vent somehow.

    Dec 03, 2020
  • anon

    I totally get it. And at the same time last year the same happened. I now have two packages out there somewhere, one never scanned and it's been two weeks, the other will be "late" and that's been a week. They're both medication that I couldn't get unless I went throught the mail. I'm pissed. They're doing this on purpose, trying to break the system and we're all paying for it.

    Dec 10, 2020
  • anon

    I mailed 37 packages and 6 days later they still have not been scanned in at all. Because the tracking numbers have not been activated, there is absolutely no way to locate them and they have not been delivered.

    Dec 03, 2020
  • anon

    I’m dealing with the same issue, I dropped off about 50 packages on the Friday after thanksgiving. Now I have customers calling left and right who who believe I haven’t shipped their orders when I have. Some got scanned but most did not. It just makes things more difficult and when I explain to the customer they get upset with me. Just sucks really.

    Dec 07, 2020
  • anon

    Dealing with the same issue. Not a good look for a small business. I know they're trying, but why aren't they at least doing an initial scan???

    Dec 09, 2020
  • anon

    Because the government is trying to destroy small buisnesses by all means. They're using USPS now, the shill in charge has taken away all overtime for the busiest time of the year. This should be obvious.

    Dec 10, 2020
  • anon

    Yesterday I waited nearly an hour in line at 3900 Crown Rd SE, Atlanta, GA 30304. Upon reaching the counter I had to beg the worker to scan my certified letters and my Poshmark package that I was sending to a buyer. It has been over 24 hours and my package is still pending a shipment scan because the worker told me she could not give me a scan receipt if the shipping label didn't have the current day's date on it. We went back and forth, as I never heard this policy before and I have been shipping items since March. She wouldn't scan the item but did offer me her first name (Tanisha) and stamped my paper that I wrote it down on with a round seal with Dec 01 2020 stamped in the center. What recourse do I have for ensuring my package is scanned and shipped to its proper destination?

    Dec 02, 2020
  • anon

    I’m literally having the SAME issue!! I’m also selling something on Poshmark! I’m so upset that I’m sick to my stomach about it. Have you found out what to do?? I’m so scared I’m out of my package and this buyer is going to cancel. :(

    Dec 07, 2020
  • anon

    I was diagnosed with COVID-19 about five days ago. The only way I am making money right now is through Internet sales on eBay. Instead of waiting in line and possibly infecting other people I dropped three items off in the dropbox inside the post office (Meridian, Idaho). It’s been three days and it is still showing two out of three packages labels were created and waiting to arrive at post office. I mailed all 3 on Monday. I guess to make sure my packages are being scanned, I need to wait in line and possibly Spread COVID-19. I don’t know any other option. Sad really.

    Dec 01, 2020
  • anon

    I am having a firearm shipped from a licensed seller in Kentucky to my licensed gun club in Colorado (calm down California, it's perfectly legal) via 3 day Priority mail. Shipped and acceptance scan on Nov. 16. Somehow ended up in Puerto Rico. No scan for a week. Showed up in Jacksonville, Florida 3 days ago. No scans since. What is going on, USPS?? Inquiries are zero help at all. If this was a random Amazon package I wouldn't be worried but this is a FIREARM for God's sake. If this doesn't show up here or at least SOMEWHERE soon I will be contacting ATF. I refuse to use USPS to ship anything of value and I will not order anything from a seller using them ever again, this is beyond unacceptable.

    Nov 30, 2020
  • anon

    Usps lost a package a month ago which resulted in a furious etsy buyer leaving me a bad review. Now another package with a 40 dollar comic has been stuck in transit for almost 2 weeks, last scanned at Oakland, CA. No scan since then. Also, a priority mail I shipped out last Friday (4 days ago) has not even been scanned. The Fremont Post office on Trimboli Way is very bad at scanning, and they rarely scan anything I drop off there. Also, we should be getting refunds for the labels of these lost packages at the very least. So we pay USPS to lose our customers stuff and have to refund customer while USPS keeps the postage money? I shouldn't have to insure my package to be protected.

    Nov 30, 2020
  • anon

    For several weeks my packages have been picked up by USPS and NOT SCANNED (except by Matt); and then they sit in Greensboro for up to 13 days unscanned and unmoved. I began taking them to a PO to be sure they get a scan; and this week the scans are appearing in the tracking info for a day or two, and now they are GONE. Ironically I am also seeing an uptick in the "you can rely on us" holiday TV commercials when in fact, the service has gone completely off the rails. For years the USPS was incredibly efficient and reliable; and it seems that recent changes have ruined things completely.

    Nov 30, 2020
  • anon

    I totally agree. Every packages should be scanned upon acceptance. MAKE IT AS A PROTOCOL , NO EXCEPTION ! I’m and everyone else who are consumers of usps has the right of transparency of where our packages are upon acceptance/drop off. Especially we put trust on usps to handle our items, and we pay for our service. Postal workers have been slacking on this one. NO EXCEPTIONS, scanning has to be FORCED. Please please. Everywhere, small or bigger post office. Thank you.

    Nov 29, 2020
  • anon

    Sent 2 packages out at thenUS post office mailbox at the station! None of them scanned. Postal employee says we don’t scan priority express packages if put in the mail box at the post office! So 2 days later, the package is still missing, this is your premier product... this is why people don’t trust the USPS and use FedEx!

    Nov 28, 2020
  • anon

    It is incompetent and borderline criminal how they pick these packages up and deliberately don't scan the packages, which in turn screws us sellers out of a lot of money. And when it happens it goes one of three ways: 1. The buyer receives the item but because it never showed in the system- they lie and say they never received it, and they get a free item 2. The workers at the shipping docks notice that it was never scanned in- so they take a peek inside and if they like what they see- they keep it for themselves, because it's not going to fall back on them. 3. The driver who picked the item up can keep the item for themselves without any rebuttal, because it's your word against there's, and you won't be able to file a claim because there's no evidence to prove that they received it. I filed a legitimate claim on them once because customer claimed a laptop I shipped them was damaged upon arrival. I followed the procedures and followed up continuously to no avail, and finally gave up after a year went by. I never was compensated by the insurance claim.

    Nov 27, 2020
  • anon

    I am doing Christmas shopping on eBay and my packages are being scanned as delivered and the driver is not putting them in the mailbox. I get an email that package was delivered but it actually was not. Could they be keeping the packages for themselves? There needs to be better checks and balances because once the driver marks as delivered, there is no recourse with the seller to resolve the issue and the purchaser is out the money spent for the purchase. Amazon makes a picture when delivered. Maybe the USPS should do the same!

    Nov 26, 2020
  • anon

    I dropped off 2 separate packages (with prepaid USPS labels) at my local UPS drop-off store which I’ve been using for YEARS. Then between Nov 3rd and 19th, both of these packages were picked up, NEVER SCANNED and are missing. It’s been over 3 weeks and my buyer still hasn’t received! I’m about to be out $300 and I spoke to local Postmaster General who basically told to file claim, but since it wasn’t a PO I won’t get reimbursed!??! I’m beyond furious here. I’m going to file theft report at local PD next week. Postal carrier is seen taking my package on store cameras. If the package was en route to California from Alabama, it would be been scanned by now, and multiple times. Keep in mind, it’s 2 different packages for me that have gone missing, never ever making it to scanner. Theft, obvious theft. I’m not gonna let this guy steal with impunity because he’s got a federal job. Think again buddy.

    Nov 26, 2020
  • anon

    i have drop of packages in drop boxes inside fir years they always would showed scanned within 24 hrs. the last 2 time i dropped of packages none are showing scanned and its been 3 days .10 package i sent this is affect my ebay . this is unacceptble. all post office should be required to scan all packages in drop box..thats part of there job. very frustrating and stressful. people dont want to go in post office and wait in line during covid19.. its a risk and so they choose to be safer and drop in drop box an ebay buyer could file case , leave negative feedback and ruin people livelyhoods.. its not right.. please require package must be scanned at all post offices. this was in austin texas at 2 different post offices.

    Nov 25, 2020
  • anon

    The post office in fort lee nj, 07024, is horrible when it comes to scanning my packages. My mail carrier picked up 3 packages on Saturday 11/21/2020. 1 scanned right away, the 2nd didn't scan until it hit Maryland and the 3rd is going to Missouri and 3 days later there is still no update. I now have to walk 25 minutes each way to the post office to make sure my packages are scanned (my mail carrier is unreliable) and even then I have to be stern with the lady at the counter to scan it then and there because she doesn't want to give me a receipt or scan it. 6 packages were lost already due to the mail carrier not scanning my packages as picked up. I'm very annoyed and don't trust usps to do the right thing. I send out an average of about 30 packages a week (pre paid shipping labels.)

    Nov 24, 2020
  • anon

    My Post Office at zip 32940 hasn't been scanning packages when they are accepted / dropped off for over a week. I even went up and talked to a manager about it. She gave me the reason that their scanner wouldn't scan my bar codes because there was a space that was 'too big' in it. So when I printed labels for mailing November 23, I printed 2 scan forms to be scanned instead of the shipping labels on 12 packages. STILL not right. Only 1 out of the 12 packages is showing a scan, so I don't know what the heck they did [or didn't do] since all 12 packages were attached to the 2 scan forms. I am an eBay seller so this is a BIG deal that costs me money. When my packages don't show as scanned on the day they are dropped of AND in the zip code I use for my account, eBay count's them as late and drops my items further down in search results so that buyers don't see my listing and buy from me instead of someone else. eBay can even suspend my account for too many late accepted shipments when I did NOT drop them at USPS late. It's my Post Office who isn't getting them scanned on that day. Some of the packages aren't showing a scan for 3 days or even not until they get delivered. NOT good!!

    Nov 24, 2020
  • anon

    I have dropped off many packages at a time and 2/5 dont get scanned and the rest get delivered. What us going on!? Ive lost 4 packages already and they arent scanning for me to view the tracking. Why do I have to buy insurance! If im already paying for shipping do your job and scan the damn packages this is ridiculous.

    Nov 23, 2020
  • anon

    USPS scanning is very erratic, which makes it extremely stressful as an online Seller relying on proper Postal tracking of customer orders. Because of COVID-19 I will no longer risk my health by standing in lines inside the post office waiting for postal employees to scan my packages and getting a receipt. So I drop them in the wall slots or package bins to be shipped... hoping that someone at the post office will scan my packages so I don't have to stress out for days+ waiting for some postal worker at another distribution center en route to scan them. We small business owners depend on your service to get our goods delivered to customers. Thanks for all that you do but please improve the scanning dilemma.

    Nov 13, 2020
  • anon

    I need to come here and rant because at this point I am near my breaking point. Especially after having buyers beyond upset and losing over $1000 worth of product and money. What is going on with USPS? This summer when things were really bad, I lost over $1000 dollars, not including the supplies & time I lost from packages that were never found. And usps does nothing to help because in the system it looks like they were never scanned aka never received, it’s ridiculous and so so hurtful especially to us small business owners. Then I took a break from my business and orders for about a month and was hopeful things would be slightly better but again I am in almost the same predicament. Orders that I shipped out weeks ago, never being scanned just sitting at the post office for weeks with no movement or information on where they are at. It’s ridiculous and so overwhelming because buyers take it out on us, not USPS ESPECIALLY WHEN USPS DOESNT SCAN ORDERS when they are supposed to. Is there anyway that we can assure that usps has no choice but to scan in our mail as soon as they receive it because I’ll do about anything so I can avoid this problem.

    Nov 12, 2020
  • anon

    When I sell things online and schedule package pickups they’re rarely scanned within 1 week and often just go missing. This also happens if I physically drop the packages off. Either way it’s a huge risk sending mail with USPS. USPS does not deserve more funding because they’re not doing their job. Stop losing mail.

    Oct 29, 2020
  • anon

    I agree

    Nov 27, 2020
  • anon

    We are using stamps.com which allows us to print a scan sheet. The postal worker can easily scan 1 sheet to record all of the packages being accepted and they don’t scan it. This is AFTER postal employees demanded we use a scan sheet and now they won’t scan it. My packages are marked pre transit for days, leaving my customers and I feeling insecure about the security of the packages. I pay for this service and I feel robbed. Seems like there is a class action lawsuit in the making since the post office seems to be more and more unreliable in fulfilling the requests they’ve charged us for. Something needs to be done about this.

    Oct 28, 2020
  • anon

    I agree 100%

    Nov 17, 2020
  • anon

    The amount of failed to scan packages at USPS is becoming insane. I ship about 5 packages a day and at least 1-2 of them have scan issues. This is not OK. We pay for this service and USPS simply does not care (at least in Nashville, TN)

    Oct 26, 2020
  • anon

    I've filed 4 complaints with the USPS in the past month regarding no scans, lost packages and personnel issues. I've sold on eBay for 23 years and I have never witnessed this level of failure and disregard for mail service. Getting ready to file 4 more cases Monday! If you are on eBay, make sure to call customer service to have a notation placed on your account so that you can preempt the disciplinary action that will come from no acceptance scans. The postal service is vital to the success of my business and they are failing me and many others.

    Oct 24, 2020
  • anon

    The scanning situation is so bad, along with delivery problems. There is no rhyme or reason as to when packages get delivered. I frequently drop off in the drop box at 30324 because the lines are so long and the post office is crowded with people. The scan rate is less than 50%. I am in constant fear that my packages have been stollen. I dropped off a first class package on Tuesday October 13, and today is Monday October 19. An entire week has gone by and there is no record that the post office even has the package. I have been selling on Ebay for 20 years and have never experienced these types of problems. I am very disappointed to see the post office go down hill like this.

    Oct 19, 2020
  • anon

    Tired of usps as a new seller on eBay, I’m getting a good amount of sales a week, shipping with usps has been a pain my buyers can’t even track as they aren’t being scanned.. as a new seller I don’t even want bad rep. I wi start using FedEx to keep customers satisfied. Since usps is absolutely no help and when I asked why aren’t they scanned they say “the label probably reflected with the laser when scanned” same excuse over and over.

    Oct 16, 2020
  • anon

    what IS GOING ON WITH THE usps!!!! I am so upset and losing tons of money because of the complete incompetence of the USPS lately. They have lost over 15 packages this past month and a half. Most of them never being scanned after I drop them off. Others, being scanned but lost in transit. Some sit at a post office for weeks. Is this how the USPS is making their money now, by stealing. You don't refund for the product on First Class Packages, THIS IS BS. So on top of losing customers, I'm out the amount of the $25.00 product on EACH package. Something MUST be done about this and it's time the USPS take accountability for their lack of concern for us customers. The USPS is single handedly ruining my 10 year profitable business by stealing my very hard earned money. Yes, it is stealing when the USPS is knowingly taking my money adn losing packages. PLEASE HELP!!

    Oct 13, 2020
  • anon

    I agree with you. USPS used to be very reliable, but for me started getting really bad in July or Auguat 2020. Allot of shenanigans going on there which I believe are politically driven!

    Oct 16, 2020
  • anon

    Many of my first class packages are not being scanned after departure scan. USPS is wanting to increase the rate and charges for packages, but they are not willing to do the work to earn that increase....i say no to the increase until the departments get their crap together!!

    Oct 10, 2020
  • anon

    This is getting more and more frustrating for me. Many of my amazon packages are not being scanned after departure scan. I have no idea where they are, and amazon just keeps telling me how sorry they are! Yes! I agree. Stop using USPS, that might work. Now books I bought on eBay, according to USPS they're awaiting the shipment . According to the seller, they were mailed by him in person several days ago. No scans at all! As a lifelong democrat and former federal employee, I am not one of those that wants to do away with the post office, but seriously, you people need to get your i's dotted and your t's crossed.

    Oct 05, 2020
  • anon

    This is becoming an increasing problem and I don't understand you all can't do what your supposed and it's getting worse. I have had 3 packages this week that have not been scanned since they received the scan at my local PO. One was priority, one media and one first class - none scanned after first one - priority mail package mailed on 9/29 2 day priority no further scans and delivery just says will be late - you all don't guarantee priority so that's a joke but then not to scan so basically my package which I could have driven to the neighboring state quicker and saved myself $20 and then I hear pretty much it will eventually get their - that is BS - same day mailed a 1st class package to CA - across the country and guess what scanned all along the way and delivered already. Neighboring state large box and nothing! And basically no recourse as a customer and then my customer has poor service even though I shipped within 48 hours and used priority mail and paid for insurance and you all can't even scan. Customer service is a thing of the past!

    Oct 03, 2020
  • anon

    I agree

    Oct 10, 2020
  • anon

    I also leave big signs on my packages," do not take without a scan". Yet in the last two weeks, packages for pickup on 5 days, only scanned on 1 day. THEN my packages LOOK LIKE ( from the report sent to buyers on ebay or etc...) sit at my local post office, not being sent to the next step in travel, for 4 to 14 days!!! Local supervisor NEVER contacts me to resolve. I've gone to the post office and called the manager up to the front desk to show him the kind of package that the postman refuses to scan in at my business and he scans it in and he agrees with my postman and they go right back to no scan on the 1 out of 19 packages I have with the "no scan sheet" I can not make for this certain co. I speak to carrier that comes for a pickup every day but says he will only scan my scan sheet . I 've said to the postman on duty " only occasionally will I have one package that this company does not provide a scan sheet " he says I will throw that one on the back loading dock "maybe" some one will scan it when I report in at the end of the day". It doesnt get scanned in at the second hub scan in at Albany , NY either where they handle most of the first class. I have a fair amount of packages average a day on a scan sheet and 1 first class or priority that will never have a scan sheet " the other post man or post women says thats unfair to us because we scan in all your packages when we are on his route as his "fill in" so why doesnt he scan all the packages ? I get compliants for late scanned in packages past 15 - 20 days and show no movement from my home town. I call up my post office and they tell me to tell the customer to wait 10 more days after i file a "lost mail search " after 10 days . I have filed an average of 30 lost mail per year. He could have not be so stubborn and scanned because there are no claims for either customer nor seller. Postman rather explain to me for 10 minutes that I NEED a scan sheet for this one stray package instead of just scanning it in to make matters easy, than me trying to explain that this company does not have a scan sheet for a non-professional account. I can not print the label on "click n ship " because it does not offer 1st class. Hope you read this because I think the problem could be solved. The post man does not have to talk back to me and say " if its 1st class I do not have to scan AND I do not have to scan in any oackages that do not have a scan sheet i can just throw them in the back of the truck I do it on my route " I just look at him because even the main post office just says all the packages leave the station every night " But I am thinking what about the one that was not scanned ? I am the one listening to the complaint and the customer blames me looking for me to put in the "lost mail search" and they dont have the patience to wait 25 days . I've waited 5 years for this to get solved . please help . or think of better systems soon .

    Oct 03, 2020
  • anon

    Last week I took a package to my local USPS post office. I was greeted by a rather unhappy postal service employee who explained to me that they would not be scanning packages for drop offs anymore. The secure drop box has been out of service at this location for over two years. I personally don’t feel comfortable leaving my packages on a counter for anyone to walk up to and take. It is not secure and how am I supposed to be reassured that my package is tracking if it is not scanned? As I further inquired about when they would be fixing the secure drop box, I was told they would no longer be using the drop box. I have been to several other USPS locations and they appear to have functional drop boxes and happily scan my packages and provide me with a receipt. Why is this only an issue at this location? Maybe they should provide more self-serve scanners to customers if this is such an issue and more secure drop boxes. I can only assume the volume of packages will continue to increase due to the pandemic crisis.

    Oct 01, 2020
  • anon

    YES, I AM YELLING. HOPING SOMETHING HEARS AND SOMETHING GETS DONE!!!! 1) THERE IS A SERIOUS PROBLEM. Many people/businesses affected. Worsening performance. When my packages are taken without scanning, I have no assurance that the packages have not been stolen. When packages are taken without scanning, I have no protection against loss under the extra insurance I bought or the included insurance for Priority Mail. What should I do, involve the police every time my carrier fails to scan the packages he or she takes? WHAT IS BEING DONE? 2) INDIVIDUAL COMPLAINTS FOR FAILURE TO SCAN ARE less THAN WORTHLESS. IT LEADS TO TARGETED SERVICE FAILURES. I cannot drive, I depend on USPS package pick up. So I complain on line about service failures EVERY TIME. I also leave big signs on my packages," do not take without a scan". Yet in the last two weeks, packages for pickup on 5 days, only scanned on 1 day. THEN my packages sit at my local post office, not being sent to the next step in travel, for 4 to 14 days!!! Local supervisor NEVER contacts me to resolve. I speak to carrier, who I know are doing what they can, but it is a different carrier each day. I spend $2000 to $3000/year on package services to earn about $10,000/year revenue, a small part of which is actual extra income in retirement. It is not fair that I will have to quit because of stubbornness of the local post office and blind eye by management regarding this issue!

    Sep 30, 2020
  • 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

    How many times was it scanned and when. Cause I'm waiting on a package sent from NY to Iowa same way you had yours send and it can not be found and suppose to be to me today

    Nov 30, 2020
  • anon

    This makes me happy. Same thing I am waiting for . I was shipped package using same and coming from NY. I live in Iowa and it is suppose to be here today. Has not been scanned since distribution center in NY. Hope I have same experience!!!!!!!

    Nov 30, 2020
  • anon

    Well just a update. I never got package and it still has not moved from the same place in 4 days. And I paid for 2 day express. No one can tell me anything. The post office customer service sucks. I get they get a lot of calls but if they did their job right maybe they would not get so many calls

    Dec 01, 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

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