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

    I had 3 packages to be picked up today by USPS. They picked up all three. But only two were scanned in! Now I don’t know if the mail carrier possibly ripped off the third one. I am running a business and this will ruin me

    Jul 27, 2020
  • anon

    I have a questions for those saying it takes weeks for usps to scan an item, does it eventually get scanned or have you found it never gets scanned/ delivered. I’m in the same situation as many of you. 2 packages dropped off on 7/17/2020 no scan yet. I sell on Mercari mostly and Some customers are understanding other aren’t and I completely understand. I was told by usps it can take up to 2 weeks to scan bc as someone below mentioned they are way behind due to short staff bc of covid and are just sending packages to the downtown warehouse and they’ll “eventually get scanned” and like someone else said, I can’t file a claim bc it was never scanned! So technically no evidence usps even has it. Anyways, my question is, has anyone had your packages eventually shipped? Maybe scanned several weeks later Or should I just claim it as a loss?

    Jul 27, 2020
  • anon

    I also sell on mercari. When I do Usps pickup packages get scanned at my door 0 problems. Now I dropped one package off in the inside bin one Saturday afternoon at the postal office so it would go out Monday - nope didn’t happen. Wasn’t scanned until Tuesday. Was due at buyers house 8/1 and now it’s late. I will never drop off at post office again.

    Aug 02, 2020
  • anon

    I too am having trouble with packages not being scanned, I dropped off about 20+ boxes to the Burien, WA post office on July 20th and have customers trying to track their purchases, they all sale “pretransit” on Etsy. All were sent Priority mail 2-4 day, most contained live plants that I. Sure are dead or lost now. I’ve filed reports with USPS and have got no response yet. Most of the packages have been delivered but there’s about 6 now that I found that have not yet been scanned.... this is ridiculous!

    Jul 27, 2020
  • anon

    We have an Etsy shop online. USPS is the only option that Etsy allows us to use for shipping. We ship around 20 to 30 packages per day. Over the past month we have had 3 to 5 packages every single week that are showing up as not scanned. Our customers have questioned us multiple times. They don't believe that we dropped them off in most cases. I've filled claims with the post office and they just argue with me and tell me that I did not drop the package off. This has caused major frustration and lots of money lost from our shop on resending orders. What do I need to do to fix this? Someone please respond and help. ASAP!

    Jul 25, 2020
  • anon

    I have informed delivery and it shows the image of my scanned mail but I have not received nor the first piece of mail

    Jul 24, 2020
  • anon

    and amazon seller. Over 40 packages no scan last month till NOW! I asked other ebay sellers and they told me same thing. One of my friend told me he resend 60 packages today due to customers complain about shipping. We just tired of Post office. We did everything we can do, shipped on time, created label on time, and all customers service. Now, I lost my ebay top sellers because Post office didn’t scan or lost my package. Now, some amazon customers abused amazon policy and report us selling used stuff to ask their money back. And I got 3 warnings on amazon now. I dropped off in chino hills California post office. Their workers are friendly. But their service is so bad. I can’t understand why we pay them and they can’t finish their job in time. I lost 3k on resend, no scan, and lost packages only by post office. Ups and fedex are always good! But I can’t pay everything by fedex and ups because half of our products are under 1 lbs.

    Jul 21, 2020
  • anon

    So where you packages eventually scanned or no? You said “till now” so they were scanned but it took them a month? Sorry I’m in a very similar situation and just want to see if I may be waiting a month too or never get my packages scanned. I’m in California too so just trying to get a sense of when it will get scanned if ever :/

    Jul 27, 2020
  • anon

    They wont. I'm battling now over TONS of packages showing tracking then never leaving california! 90026... BAD

    Jul 30, 2020
  • anon

    Same story - I have had a package awaiting to be scanned for 10 days now - 10 DAYS. This is getting ridiculous; I have no idea where my package is, and I am frustrated that USPS is allowing their people to be so careless with customer property. I have issued an inquiry on my package, and all I was told was that it was impossible for USPS not to have scanned it at some point... looks like that is not the case! Please please please do your jobs and hold people accountable. Your customers deserve better!

    Jul 20, 2020
  • anon

    I've recently discovered that something marked as "USPS in possession of the item" doesn't mean they are actually in possession of said item as i was told that even though my package was supposed to be in my local post office that "in possession of the item" is just preshipment information and they don't actually have the package

    Jul 20, 2020
  • anon

    Mine always says shipping label created, USPS awaiting arrival. After it's picked up, mine always say USPS in possession of item. I've never had mine say in possession, unless it was. That's just my experience. I sell/ship on ebay.

    Jul 27, 2020
  • anon

    Hi! I'm an etsy seller and I ship in between 10-30 packages weekly. The past 4 months my local post office has not been scanning packages in properly. Due to covid-19 waiting to go into the lobby is not ideal. So I request pickups and 75% of the time my packages aren't scanned in until days later after being picked up. This is super frustrating and my customers are relying on me to ship in a timely manner and from the post office not scanning in upon receipt gives them the impression that I'm not actually shipping. There is also an inside drop off box which I have used and the same thing, packages are not scanned in until days later. So I try to adapt and drop off at local po unit located in grocery store. The same exact thing. Packages are not scanned in. I went to local post office and complained to manager and was assured that the problem would be resolved but has not. I need this issue to be resolved as it reflects poorly on my shop. We rely on the usps to get our products to our customers. I feel since the post office is so large they do not have to answer to anyone so I'm a nobody in a haystack. I just want my packages scanned in upon receipt. My local post office is 425 Lafayette St Ofc, Houma, LA 70360. This feels like a long shot but I do hope someone reads this and takes action. We small sellers really depend on the post office to help. We pay for this service and we matter. Thanks for your time.

    Jul 18, 2020
  • anon

    This is happening to us too. It is very frustrating! Why USPS not scanning our packages. Ours no scan still even after 2 weeks!!! This is not only 1 package this is like 30-50 packages not scanned! USPS workers do your job!

    Jul 21, 2020
  • anon

    i have the same issue as everyone else BUT I’LL GO YOU ONE BETTER! i used to leave my prepaid packages on the counter until this “scanning strike” business started. NONE of my outgoing packages were being scanned, and like most folks here, I’m a seller, so I’ve been in the position of having that “No, I really did ship it, they just didn’t scan it; I’m sure it will show up one of these days” conversation far too many times. So I started waiting in line to get my packages scanned. Every freakin day. There’s only one post office in the area that will accept outgoing packages these days “due to Covid” so it’s always jam-packed. A good hour of my day, every day, shot waiting in line at the PO. Sometimes the barcode won’t scan and the clerk has to key the number in. They hate this. They’ve started to hate me. Today it happened again and i was told IF THE BARCODE DOES NOT SCAN, THEY WILL NO LONGER ACCEPT THE PACKAGE. THEY ARE NOT “ALLOWED” TO KEY IN THE NUMBER. Guy said he’s been doing me an occasional favor, but no more. NOW IVE HEARD EVERYTHING. DO POSTAL EMPLOYEES DO ANYTHING ANYMORE? ANYTHING?

    Jul 17, 2020
  • anon

    I am an eBay seller, and I had to send a replacement item to a buyer due to an error that I had made.. Naturally I was anxious to check the tracking on the replacement item (1st class package prepaid with tracking) and found that after 48 hours it has not even been scanned. I was already having to fix my own mistake, but now my attempt at resolving it has become an even bigger issue. I placed the item in my outgoing mailbox at work, a typical street side mailbox in business and residential area. The carrier picked it up ( I assume) and never scanned it. When I spoke to my own personal carrier, (who knew the route I was telling her about and knew the other carrier; small town) she mentioned that he may not be as thorough as others in terms of scanning packages. She also mentioned that the USPS is seeing 4x that of a typical Christmas holiday because people are shopping from home during the COVID pandemic (almost all of it amazon) and not going out. So they are heartily struggling to keep up. First Class and Media Mail packages are often the ones that get skipped on the scanning. She told me there are literally truckloads of these type packages, some scanned and some not, just awaiting the next driver and all the while everything getting backed up. From now on i will wait in line to get each item scanned and get receipts!! Anyway, this whole thing is not good for us online sellers!!!

    Jul 17, 2020
  • anon

    I dropped off a pre-labeled package minutes after the South Side Post office opened at 9am, in Fort Lauderdale, FL on 7/15. It never got scanned in, so I stopped in next morning and asked why.....I was told that they had only 1 clerk on duty that day, and that it had been sent to Miami hub and would be scanned there. It is now end of day 7/16, 7pm and still hasn't even been scanned I'm as recieved by USPS. I'm so upset, as I can't even prove that I dropped it off, using their pre-labeled drop off practices.

    Jul 16, 2020
  • anon

    Post Office - 300 East Broadway Waukesha, WI 53186 does not scan tracking information for parcels left in drop box. In speaking with the warehouse manager, I was explained that sometimes they get scanned and sometimes they don't - with no assurance that would change. I reached out to your customer service via the website and have yet to hear anything. Tracking should be tracked and is very bothersome that it is not. I dropped off a package seven days ago and has yet to be scanned. The reassurance I got was that it should be scanned upon delivery...

    Jul 16, 2020
  • anon

    Hello. Thank you for your comment. Regarding your concern, if your issue has not yet been resolved by the USPS Office of Consumer Affairs, please file a complaint with our Hotline. You can access the online complaint form at https://www.uspsoig.gov/form/file-online-complaint

    Jul 16, 2020
  • anon

    I dropped a postage paid package in the Dropbox because sign said I had to. Well it's 48 hours later and package still has not been scanned. It's a return item from eBay if package isn't delivered or at least scanned by the 20th in going to lose my refund for something that is not my error. Unacceptable

    Jul 15, 2020
  • anon

    The Postal Carrier in my area scanned a package on 7-8-20 stating it was delivered in our community postal mailboxes. He never put in a key for me to get it from one of the locker boxes below. But there wasn't a need to since all the boxes were open with keys in them. There was no package. I checked for the next two days and then opened a claim on the USPS website. The postal person then scanned the package again on 7-13-20 stating I refused the package that I never received. He advised his supervisor per a phone call to me from the USPS Help Dept. that he would bring it back on 7-14-20 and put in my mailbox. There was still no package. I want to understand how a mail carrier can blatantly lie that a package was scanned delivered when it was not and then scanned refused when it was not. Oh and by the way, that mail carrier's supervisor has yet to call me per the USPS Help Dept. What are they doing with our packages??

    Jul 15, 2020
  • anon

    Hello, This is such an amazing article, I really liked reading this article. Keep up the good work!!!

    Jul 15, 2020
  • anon

    Scanning upon pick up. The simple reason it is not done when the customer doesn't print a manifest is because nobody but the newest just trained carrier has been told to do it. And every time the software in the scanner is updated only those carriers who play and scroll through the different menus are able to figure out where the pick up function went to. As of the last update it was H: prepaid acceptance.

    Jul 14, 2020
  • anon

    I have had multiple packages in the last month that were picked up from my house and not scanned. The customers are not receiving them and I have no way to track the package. I am having to provide many refunds and it is hurting me as a small business owner. I called and was told to put a claim but the claims are rejected. I have lost a lot of money in the past month alone. What is going on? I am high risk for covid and cannot go to public places.

    Jul 08, 2020
  • anon

    I am now up to the 6th lost package in 2 months due to non scanning of packages. Also, the postal route person refused to scan my packages on pick-up, saying that they had no way to do it. ??? But they scan bar codes upon delivery? Why can it not be set to scan at pick up? This has led me to travel to multiple bear by cities trying to drop pff my packages somewhere where I have had good luck with packages before. I am personally afraid to go in to a point office and wait in line to request scanning of packages I mail, because there is apparently no public transparency with what exactly we can expect in person at the counter in this regard. I have been turned away numerous times when I have had questions about packages that have not been scanned with either no information at all, or incorrect information. I'm taking heavy losses as a single business owner by not being able to INSURE that a package has been picked up.

    Jul 07, 2020
  • 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

    Covid has been reason for some delayed packages. However if your package says In Transit to Next Facility and it has updated a couple of times (automatic computer generated scan) and still no delivery then possible loss internal aka employee theft is not uncommon. File a claim

    Jul 07, 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

    I am having the same issue. I am high risk for covid so I cannot go to post office every day. The carrier is scanning some and not others and the ones that aren’t scanned never arrive to their destination, who knows where they are?? They are boxes so I don’t understand how they disappear. This is severely affecting my business.

    Jul 08, 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 too sell on eBay and I'm glad to see I'm not the only one having problems like this lately. I watch it get scanned but when I check the status it looks like I haven't brought it to the post office. Or packages are going to the wrong state, taking weeks but magically get delivered the day after I file a lost report, or are just lost. And of course dumb me doesn't think to get a receipt because I trust that its actually going to be shipped properly.

    Jul 04, 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

    Same as me. Ebay and amazon seller. Over 40 packages no scan last month till NOW! I asked other ebay sellers and they told me same thing. We just tired of Post office. We did everything we can do, shipped on time, created label on time, and all customers service. Now, I lost my ebay top sellers now because Post office didn’t scan or lost my package. This is 7% of my orders.

    Jul 21, 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

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