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 (148)

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  • anon

    GOING ON FOR MORE THAN A YEAR NOW, USPS IS NOT SCANNING PACKAGES, NO TRACKING INFO UNTILL PACKAGE ARRIVES, DO A BETTER JOB OR FIRE THEM AND MANY PEOPLE WILL DO IT RIGHT, THIS IS A TERRABLE. yOUR EMPLOYERS ARE REAL ;LAZY AND DO NOT DO THIER JOB,

    Aug 12, 2020
  • anon

    And here we are and they STILL ARE NOT SCANNING PACKAGES. Or the scanner is broke, some scans update hours later to a different time. Very deliberate if you ask me.

    Aug 12, 2020
  • anon

    About half the packages being mailed to me, via first class mail, are late (at this point, quite a few of my outgoing packages are also late). But the reason I came to this thread is that so many now are not being scanned. A few days ago I had 4 delivered at once, but only one was expected from the tracking info I had. A person simply can no longer know if a package is in transit or not. It's really frustrating, and just . . . strange, too.

    Aug 11, 2020
  • anon

    I am in Murfreesboro, Tennessee. I have scheduled pickups at least three times a week for my small business. Last week, two packages were picked up and have yet to be scanned. One is going to Pennsylvania, and the other is headed to Massachusetts. It has been almost a week without any updates. They were shipped Priority Mail. The other packages picked up on the same day have since been delivered. What is the deal?

    Aug 11, 2020
  • anon

    I shipped one package with 2 day shipping and three others with first class. All 4 packages were never scanned. This is my BUSINESS. I’m literally out well over $100 in merchandise for a day of sales. I am furious and all our local PO could say is that “yeah, the hub lets things sit for a month and never scans, we don’t know what’s wrong with them.” So now I weigh the cost of using UPS EXCLUSIVELY instead. this is unsustainable and unacceptable.

    Aug 10, 2020
  • anon

    I am a physician that needs a yearly work authorization document sent by USCIS (US immigration services) via USPS. My documents were wrongfully scanned as "delivered" when it actually never arrived to my mailbox. Furthermore the following day it was scanned 4 times at the distribution facility, and eventually it got lost. Now my employer can't pay me without that document in hand, all that in the midst of the worst economical crisis since post WWII. There is now one at USPS that I can hold accountable for; this is outrageous, unprofessional and quite harmful. More concerning is the fact that this still happened at an alarming frequency even before COVID 19 struck. Several green cards, EADs, visas, and passports are constantly lost all the time. We deserve better. Shame on you US postal office. Juan Snijder

    Aug 09, 2020
  • anon

    The packages I am supposed to get are in transit , and have been since July 30 2020. They put in the tracking delivery date unknown. How can people flip flop through a n important business like this?? There is no customer services anymore,no one knows what is going on at their own job. In my day we would have been fired !! There were no computers back then and things got done,and done right. The changes have only made things worse !! Progress, I don't see it !

    Aug 07, 2020
  • anon

    Hey has your delivery date updated mine is doing the same thing it has been a week now

    Aug 11, 2020
  • anon

    I dropped a package off 2 days ago at post office and it still has not be scanned !!! I want to know why????

    Aug 07, 2020
  • anon

    3 lost packages in 2 months?!? Rampant thievery due to lack of scanning both by customers AND employees at USPS. This has never happened until 2019/2020! Excuse me but I am not Amazon with unlimited refunds. This is financially hurting me badly! Customers are unwilling to wait for these extremely delayed parcels, delivery times which are completely inaccurate, carriers who don’t give a damn to scan properly!!! Supervisors who say “I don’t know” to any question & unresponsive reps on missing package inquiries is unacceptable! How convenient. I’m fed up & going to UPS which is far more expensive & this will cost me more lost revenue because no one is willing to pay these high prices for shipping to support your aging rude employees. Whoever is running USPS should be fired. Oh that’s right, no one can get fired, written up or weeded out it seems at USPS.

    Aug 07, 2020
  • anon

    OIG, if you are going to conduct audits to check the completion of this corrective plan please audit area code 28307. Please check BOTH scan, but also correct delivery. Fort Bragg military families have neighborhood facebook pages to exchange incorrectly delivered packages. EVERY day pkgs are delivered to the wrong house or lost and never arrive at all. In our neighborhoods we suspect pkg thieves following the mail truck, either with or without the knowledge of the carrier. I have wondered if the wrongly delivered pkgs, most times not just delivered to the wrong house on the street but to streets not even close to the intended recipient are either deliberate or the carrier is dyslexic. Another thing I would like to comment is it's nice for the local supervisors giving attaboys for performance, but just maybe there should be a disciplinary system to weed out the carriers who just don't GAF

    Aug 06, 2020
  • anon

    Not scanning packages is hurting my business and I am sick of it! I spend thousands of dollars on USPS every month and it can take up to 10 days for packages to so much as be scanned. I dropped off over 100 packages 7 days ago and they still haven’t been scanned. Customers are complaining and demanding refunds because they think their packages aren’t being sent. If this continues any longer, I won’t think twice before switching to UPS.

    Aug 06, 2020
  • anon

    I say we all unite (at the very least the ecommerce companies like mine). We are paying for a service. That service has not been being provided since early 2020 and often even before that. The service guarantees are not backed up however they still advertise delivery in 2-3 days. Places like eBay that quote these ship times to customers are expected by the customers. When it is really a 2-3 WEEK delivery time. Then you have to refund the buyer if there isn't tracking showing up, but even with scan forms being scanned non of the packages show they were received. Leaving us the business owners at a loss, loss in shipping paid, loss in products, loss in money refunded and lost customers because some how the company is always blamed. Let's get together and form a class action lawsuit. We are being stolen from. No other service is nearly as screwed up right now and these are the people raising postage cost every year and still asking for government bailouts every year too. It is horrible. I have already discontinued all international business and will be shipping with UPS and DHL for as many services as I can.

    Aug 06, 2020
  • anon

    My last scan was over a week ago and it’s frustrating to think that my package is sitting in some corner of a warehouse or a truck when it’s already 4 days past the expected delivery date and my local post office has been unable to find it

    Aug 06, 2020
  • anon

    97290 Lents/Eastport retail unit and box section. Box section employees are not regularly cradling scanner. Sometimes not until the end or their tour, sometimes even, it's done by another employee just prior to closing. As a result, I sometimes am unaware a priority piece was delivered to my box, say, at 10 AM, until well after the office has closed for the evening (7:00 PM).

    Aug 05, 2020
  • anon

    UNREAL!!! Since this new Postmaster general has been sworn in it has been a nightmare!! Dropped off packages last week Friday and still no scan as of Tuesday the 4th of August!! Lines out the door and 6ft apart is enough to discourage anyone from waiting. Monitoring all scans now showing up 2 days after dropping them off. this is unacceptable considering the amount of money we spend for our ecomm business in allowing USPS to handle 99.9% of all of our shipments, unacceptable!!

    Aug 04, 2020
  • anon

    I dropped off my items last Tuesday in Los Angeles and they STILL haven't scanned in. However, All shipments on Wednesday were scanned. Shipments from Thursday and Friday have still not been scanned. I do over $250,000/year with USPS and this is unacceptable. I called in and they all say they're not sure what's going on. All my customers are complaining and demanding I refund their entire purchase.

    Aug 03, 2020
  • anon

    My package to someone was held up in delivery scan as of July 7, 2020. It is now August 2, 2020. How can I find out if my package was ever delivered.

    Aug 02, 2020
  • anon

    Failure to scan upon picking up scheduled pick ups happens ALL the time at my post office. Trying to call them is impossible because they NEVER pick up the phone. I have repeated called where the phone rang 20 times or more and wasn't picked up....to the point that the phone service just stopped altogether. I even took packages day before yesterday to a post office (Camino Media, Bakersfield, CA) where I had to drop the packages into a large bin sitting in front of their counter...only to find that they NEVER scanned ANY of the 6 packages I dropped off.

    Aug 02, 2020
  • anon

    USPS Roseville, CA (Sierra Gardens location) is AWFUL at scanning. 24 to 72 business hours to scan, at best. Often things are not scanned until they leave the location and go to a (more) competent post office.

    Aug 01, 2020
  • anon

    I dropped off a package a week ago still no scan . This is hurting my business as I will likely have to refund the customer . I understand packages being delayed but when packages are not scanned it makes my customers begin to think I have not sent their orders .... also if you know this is a problem why are you not improving the claim process instead of just saying “oh well we have no proof you dropped it off “ .... but you are admitting that packages that are dropped off are not being scanned ... not cool !

    Aug 01, 2020
  • anon

    Fremont post office in California on Trimboli way, failing to scan packages as well as the local 94538 drop boxes. Even packages dropped directly into post office drop drawer not being scanned often. Makes me look bad to customers when all the tracking says is "label created, usps awaits item".

    Jul 30, 2020
  • anon

    I hate dealing with USPS. A simple package that should have taken 3 days to arrive takes 2-3 weeks. USPS never scans the tracking number to keep the costumer updated. It is a wonder that USPS is still in operation when UPS and FedEx are clearly the better choice to do business with.

    Jul 30, 2020
  • anon

    I frequently order from a company in Pensacola, FL. I have noticed the Pensacola FL Processing Center does not scan "Departed." Everytime I have a package go through said processing center, you receive the "Arrived" scan (sometimes 1 day later - but that is another story), but you never receive a scan that says it "Departed" there. I believe real-time and accurate tracking does give me the ability to tell if the package I am sending or will be receiving - will be received on time or not.

    Jul 30, 2020
  • anon

    Why is it so difficult to use our USPS? We have repeatedly had issues with our local PO and our mail carriers. I say WE because on our NEXTDOOR app the reviews are terrible in our area. All customers are asking and expecting, are for the Postal employees to follow their own procedures so that we as the customers can use the USPS to do business. Filling a claim making a complaint is an entire day wasted. No one answers the phone or it’s set to keep you in a recorded maze of options that NEVER include your problem. Who sets that up? It’s so un-useful, and just makes matters worse. On the Nextdoor app some Postal workers will defend the complaints by whinnying and complaining how hard their job is (who’s job IS easy) they will bad mouth “lazy people” that use the postal system (their customers), and even bad mouth their own employer (the USPS). If these people are so dissatisfied with their jobs why are they not reassigned or replaced? There are plenty of people out there that I’m sure would “appreciate” a good paying job, and some hard work. This is an embarrassment to America as a whole. Please get some good managers and proper training for these people or give their jobs to people who are willing to do the work. P.S. I have two missing packages this week because they were never scanned. My customers are not happy with me. I want to use the USPS, but you’re making almost impossible for me as a business owner.

    Jul 30, 2020
  • anon

    It's kind of funny that I haven't had any problems with USPS as an online seller during these past 5 months. Everything I've been sending out has been scanned, which seems almost like a miracle reading these comments. But the problem I'm having is as a customer. I've bought a few things online in the last couple months with no delays or issues. So this month, I finally decided to buy some things I've been eyeing for awhile. One of them, from a seller on Amazon, wasn't scanned at all for a whole week; I was seriously concerned that it hadn't actually been shipped because it still showed as pre-shipment. After that week, it magically updated and popped up 2 hours from where I live. Why is that??? It's extremely frustrating to rely on tracking and never see where your package is. I have another package I ordered from Mercari that seems to be experiencing the same thing; 3 days have passed since the seller confirmed they shipped it, and it hasn't been scanned. Not scanning packages is detrimental to online sellers, as buyers will get concerned if they're packages aren't tracked when they should be. I know there's probably swarms of packages coming in and out, but I would rather my packages be scanned and delayed even more than usual than not scanned at all.

    Jul 29, 2020
  • anon

    I have the same issue. I called the postal inspector and was told that due to so many employees out sick, they do not have time to scan items. I said well at least scan when delivered so our ebay customers do not scam us. I was told, "Good luck with that".

    Jul 30, 2020
  • anon

    Clermont Florida 34712. I have 4 missing Express packages. No SCAN when dropped off. I was told by the clerk "we are NOT scanning anything because we don't have time". Confirmed this with the supervisor. SHOCKING that she admitted it???!!!" IS THIS SOME KIND OF JOKE??? I ship 30-40 Packages a week with USPS but not any more. 7 lost Priority Packages in 2 days. The local postmaster never returned any calls. Packages are 5-10 days late with NO SCAN or Tracking I will never use USPS again.

    Jul 28, 2020
  • anon

    Lehigh Valley ,PA is not doing their job. They are holding package priority mail for several days up to 7 and they are not scanning in packages. DO YOUR DAMN JOB. This is crazy that they refuse to do their job that they are being paid for. And yes, I have a reason to complain because I ship over $60,000 a year with my business through the post office and the service is terrible forcing me to switch to UPS very soon

    Jul 28, 2020
  • anon

    I've had it with USPS! I've shipped thousands of dollars worth of packages, even on the scheduled pickup as per requested by the postman, but they just dump it at the dock and it isn't getting scanned!! If i lose even one more dime from USPS i'm switching to UPS! Sick of this! They are overpaid, whine over everything, then don't even do their jobs! I work very hard with my business and i will NOT allow someone else who is getting paid to ship and deliver to ruin my business!! Stop the entitled attitudes and get back to work!!

    Jul 28, 2020
  • anon

    Are you from PA? I am having the exact same problem with hundreds of packages. NO SCAN. Sit in the local post office for up to 7 days before they move

    Jul 28, 2020
  • 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

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