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

    How about us po box customers? In the past my tracking would show available for pickup. Now it is always delivered. If I have to go to the counter with a notice to get my package, then it is not delivered. This is not an isolated case. as online forums are saying it is happening all over.

    Feb 26, 2020
  • anon

    I think there is a need for the postal employee, to take responsibility and education on proper procedures as well as logistics and staffing, until this is addressed and complied with. Problems and issues will still be prevalent. This was repeatedly addressed to our Management but no changes occur.

    Feb 26, 2020
  • anon

    A real problem the postal service has is proving they delivered a package to the right address. I never got a package that they say they delivered to my address. It was a large pkg. with 5 blankets in it. So our post offices solution--someone stole it. My solution---they delivered it to the wrong place. Something is wrong here

    Feb 26, 2020
  • anon

    Postal scanners do have GPS capabilities, but the tech is old and slow. When a carrier stops their truck at your residence, it takes 30-60 seconds for the GPS signal to catch up. By the time it does, the carrier has scanned the parcel, delivered it, and gotten back in truck. That signal delay can make it look as if the parcel was delivered to a neighbors house. But carriers are hounded all day to hurry up and get back, so waiting at every stop for the GPS to catch up isn’t realistic.

    Apr 17, 2020
  • anon

    Go to the station and ask the Postmaster/supervisor to check the GPS report when it was scanned. I had a "missing package" and went in person to check. They took 5 minutes and pulled up the GPS map--turns out it was delivered to my neighbor!

    Feb 26, 2020
  • anon

    actually management can look up where and when the package was scanned..even get a google map location..the scanners have gps in them..customer called up said no package super looked it up got the sat image from google and even told the customer what car was in the driveway and the time delivered..packages do get stolen we deliver

    Feb 26, 2020
  • anon

    Scanners have GPS capabilities. It can be brought up on the manager computer. Have the manager show you on their screen the EXACT place the carrier was when he scanned your package. Should be scanned within feet of your front door.

    Feb 26, 2020
  • anon

    Our normal mail person is good about scanning. His relief is not. I ship out regularly and scanning at pick up gives me peace of mind. This past week I had 3 packages scheduled for pickup and whoever picked them up never scanned them. I did get the email where the pickup request was completed but the pkgs were never scanned. I checked all thru out the evening and scanning did not show up until the next day. Not happy! I watch all the pkgs I send out to ensure they get to their destination. How much extra effort and time does it take?

    Feb 25, 2020
  • anon

    I have the same problem, and because of this issue I now have to take an extra 30 min out of my day in order to bring my packages to the post office just to make sure they have an acceptance scan on them. This is essential for my business because I sell on sites like eBay where I offer a same day or 1 day handling time, so if a package doesn't have an acceptance scan on it by the required day then eBay will take measures against my business such as decreasing the exposure of my listings, ect. That being said I am fine with using a scan form for pickup as well, so only one barcode would have to be scanned (taking all of 30sec) however I have to ensure that #1) the carrier shows up to get my packages #2) that some sort of acceptance scan is done whether he/she scans each of the packages or scans a scan form and verifies the # of packages picked up with the scan form and unfortunately i can't seem to ensure this, therefor i am not even able to use the pickup package service that usps offers. I have spoken with the postmaster at my local post office about the issues i have had (the biggest issue actually being that the usps website clearly states that package pickup is available for my address, however most of the times (about 75% of the time) i have scheduled a pickup no one ever comes to pick anything up and then i get an email and/or comment on the pickup status which says "pickup not available for this address", obviously thats not true since usps.com verifies that pickup is available for the address before even letting you schedule a pickup, and then it also shows that pickup is available when i put in my exact address on usps). When i spoke to the postmaster about this particular issue i was shocked at his response - he told basically told me it was inconvenient for their carrier to pick up my packages. He gave me excuses such as "the carrier has a small car and wouldn't be able to fit extra packages it in" and "its a risk for the carrier to be driving down your driveway if its snowy, ect because he could get stuck". Another time I was told that since i am a business, and i do ship anywhere from 10-50 packages a day with usps that i shouldn't be using the package pickup service anyway and that i should find out about the business pickup route. when i looked into this i was told (again from the postmaster) that it would cost my local post office too much to have him pick up from me because of my location, because they contract out the business pickup driver it would cost them extra to have him come to my house where my business is run from ( i live less than 1/4mi off the main hwy, and also know that this same truck stops at other businesses that are just a few miles away on the hwy). Another time i was told that I should just work something out myself between me and my mail carrier (how professional, im sure my mail carrier would have simply told me to talk to his boss or the postmaster), plus it seems every 6months to a year we end up with a different carrier anyway who usually can't even deliver the correct mail to the correct address (i always know when theres a new carrier because i will get tons of mail addressed to my neighbors and ill get mail that has been written on saying "wrong box" or "wrong address". i cant believe that as a regular customer whom easily spends $25k+ a year which supports my post office and usps that i was led in circles like this in order to dismiss me. The times that a carrier did come to my house for a scheduled pickup they either didn't scan the packages they picked up with an acceptance scan or other times they would mark the request as successfully completed, yet none of my packages were picked up. Personally I feel this goes to show how much usps (or at least my local post office) really cares about their customers. They not only denied me a service I am entirely entitled to, but then they made me feel as though I was inconveniencing them by requesting package pickups and/or requesting that packages get an acceptance scan when/if they are picked up or even dropped off at my post office.

    Mar 12, 2020
  • anon

    if you scheduled a pick up and it was properly put in the carrier does not scan the packages when picked up they scan the barcode on the pickup sheet which in turn is to activavte and list as picked up all the barcodes/package you entered when putting in the request

    Feb 26, 2020
  • anon

    The paper that the carrier gets in the morning for the carrier pickup does get a scan when they pickup your items but that scan does not attach to any of the individual scans on the packages. The packages have to be scanned themselves unless the customer prints a 5630?, I believe that’s the number of the form, which is a substitute for scanning each one. I just wanted to clarify that last comment on this issue. The carriers SOP is that they ARE supposed to be scanning everything they pick up.

    Mar 17, 2020
  • anon

    I’m hoping this is addressing the all to common practice of scanning a package as delivered on Friday but not actually delivering it till the Following Monday (happens midweek also). This has led to many many unnecessary customer service interactions, negative reviews online and the cost of reshiping perceived lost items. Before we knew this was happening we would reship a customers order as we would see it marked as delivered and the customer would say they hadn’t received it. USPS Employees desire to hit their numbers at all cost ended up costing Usps customers real $$$. It has gotten better but we had one over the weekend, no one locally will do anything about it.

    Feb 25, 2020
  • anon

    I can read my parts of my mail using the scanned, in the "coming to your mailbox soon" if I can so can anybody else.

    Feb 25, 2020
  • anon

    21 out of 25 is Absolutely Unacceptable, if employees cannot follow proper procedures then they must be fired. Businesses and people pay for accuracy of these services. Our Company has been using USPS Priority Shipping for the past four years, and with no issues up until the past year. We have Highly Recommended and instructed our clients to ship their packages valued at thousands of dollars to Only use/ship through USPS and Now we have had shipping & tracking issues making us/our company and our recommendation of USPS look bad. We definitely want to solely use/recommend USPS Shipping to our clients going forward bit SERIOUS CHANGES MUST be made Immediately.

    Feb 25, 2020
  • anon

    Our company agrees completely! We definitely want to continue to use and recommend USPS Shipping for our clients going forward but SERIOUS CHANGES MUST be made Immediately.

    Mar 12, 2020
  • anon

    I mailed a package from Decatur Ga to a customer in New Jersey. It made it all the way to their local post office and never was delivered or updated. It sat at waiting to be scanned for days. I went through the process of waiting on the phone 1 hour two different times to start the investigation. I was contacted a week later saying the case had been resolved and that solution was-"we asked the carrier did he deliver the package he says yes... meanwhile I had to mail out another $40 product and pay for postage again. Waste of time. 2 or more hours that I can not get back. To much of a hassle with no solutions,answers,or offers to help with my problem. Disappointed in the higher ups who "handled" my case and complaint.

    Feb 24, 2020
  • anon

    Did I read a new policy of the USPS, having to do with diverting packages from original destinations? Could you send me a feed as to this new regulation?

    Feb 23, 2020

Pages