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 (64)

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  • 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
  • anon

    I've been having the same issue. I ship through Ebay and I noticed that the "cheaper" shipping options (media mail and first class) are the ones that do not get scanned. While, priority and parcel do in fact get scanned. It seems that because they are understaffed, they are compromising the cheaper shipping packages.

    May 29, 2020
  • anon

    So disappointed that the PO is no longer scanning packages. Last two I have sent from Santa Fe had no scans from the creation of the label UNTIL they were out for delivery. I use Click and Ship using the PO’s own boxes exclusively just so I can track packages. This was a convenience that USPS provided for years and now I can no longer trust them. So disappointed in their current service.

    May 27, 2020
  • anon

    My business relies on the post office and they are constantly not scanning my packages. I don’t know what to do in order to get them to do their jobs properly. It’s highly disappointing.

    May 24, 2020
  • anon

    Dropped off 3 packages at my local PO nearly 2 weeks ago and until now they still haven’t been scanned. I opened up three separate cases and 1 out of the 3 finally delivered. It didn’t get scanned until it was delivered and that one took awhile. Now for the other two, no clue as to where the hell they are. They’re all first class packages. I’ve been in contact with my buyers luckily they have been patient. I called my local PO and they told me since the unforeseen COVID, they have been understaffed. They said it’s like Christmas time but 10x worse. Since most workers were either scared to work because of the virus, or had kids to look for after schools have closed, there have been less postal workers. Instead of scanning 100 packages per day, one worker is scanning up to 5 hundred. Whatever excuse they were giving me, I had no choice but to keep waiting and yet again had to email my buyers and eBay to make sure I have records that I’ve been in contact regarding this issue. Unfortunately I did not have a receipt for the packages that were dropped off. I hope they turn up.

    May 22, 2020
  • anon

    I have several packages that was scanned at a certain place on the 15 th of this month of May 2020 and I have not heard anything else from the location of my mail. I also have mail that has been on it's way to me for almost 3 months now why is the mail so slow and wilk I be reimbursed if my mail end up at the wrong house and I have paid my money for it.

    May 21, 2020
  • anon

    I have submitted a case and have a number regarding my mail center opening my packages, scanning mail that isn't delivered to me and still in their possession and blatant lies. This has been an ongoing problem with my postal service

    May 21, 2020
  • anon

    I had 6 packages picked up at my house Friday, May 15 and none of them have been scanned yet. My local post office is Glassel Park in Los Angeles. I have tried calling my local post office but no one answers. I've tried at different times of the day and the phone just keeps ringing and ringing. There has to be some kind of control when it comes to scanning packages....

    May 19, 2020
  • anon

    So I want to understand why it takes over24 hours after you take a package and put it in the post office building itself for that package to be scanned.This is the second time this has happened I can't get paid until that package is scanned.

    May 19, 2020
  • anon

    I had 6 packages that was picked up by USPS Friday, May 15,2020. The person who was delivering that day was not my regular postwoman, but I did see him grab all 6 packages and put it in the truck since he parked in front of my house. It's now 5/19/2020 and none of my packages have been scanned at all. 5 of them are media mail so I'm guessing that's why they haven't been scanned, but one is First Class Mail. All 6 packages still show Pre-Shipment. I work in the Culver City area and before the pandemic, I would bring my packages there and drop off at the counter. There's an employee there that's always really friendly and doesn't mind if I get all my packages scanned and get a receipt. All those packages that I dropped off at the Culver City, CA location have had no problems at all. BUT, this was before the stay at home and I've been working from home since Mid March. I don't want to make multiple trips a week to the post office, so I have been getting them picked up at my house (my local post office is Glassel Park in Los Angeles County). I have no problem with my regular USPS postwoman. She's really nice and would go up my front porch to pick up my packages. The issue is when the package gets to the PO and gets sorted out. I notice that my packages have not been getting scanned about 90% of the time. If I'm lucky, there's a 10% chance that they get scanned same day or the next day. This is just a bit annoying and stressful always checking the tracking online and updating customers about their packages. The worst thing about my local PO is that I keep calling the office number but no one ever picks up. It just keeps ringing and then would just beep like it's a fax machine. I really hope they have a better way to keep up with scanning packages.

    May 19, 2020
  • anon

    Are you serious to say you can't scan 100 packages in a day?? This is your job to scan all packages all the time. It isn't that hard to do, seriously. You should take pride in your job, USPS makes America one of the greatest countries in the whole. Hold your head up high and do your job right. Many only businesses rely on USPS scanning every package so we need you postal workers to step up and scan them packages 100%. If you were working for IBM and you didn't screw in every screw because you had hundreds of screws to do everyday, you would be fired from your job. We want you to take pride in making America Great, one small step for postal employees, one giant leap for the United States of America.

    May 17, 2020
  • anon

    my priority mail has been sitting in Grand Rapids Michigan, two states away, for four days now and then in transit... Just kidding it still hasn’t left Grand Rapids and no scan for days. I’m done using the Postal Service covid or no covid. My masks are in that box.

    May 13, 2020
  • anon

    I am a USPS employee and I have to add my two cents into this, employees (not management) are always under a lot of pressure to run the mail and packages. Please realize that supervisors have upper management pressuring them to pressure us for numbers. If citizens want to do something about this write to your local USPS Distribution center (plant manager). I cannot speak for employees that do a bad job though of scanning packages. If there are problems write to the plant manager in your area and describe your concern /compliant.

    May 13, 2020
  • anon

    I have been ordering as well as sending packages in the mail, and last week and this week none of my incoming or out going packages are being scanned after they leave the PO here in traverse city, as well as out of Detroit and PA distribution centers. ( 5-12-2020 ) The high postage and raised costs of the usps, they should be scanning these more often!

    May 12, 2020
  • anon

    I am waiting for a Priority mail package that was shipped from Hawaii with no problems and moved pretty quickly through the Hawaiian USPS system. It reached NYC 10022 on time on 5/7 and next shows that it was scanned in my zip code area and was “ out for delivery. “ Now suddenly it was moved back to 10022 (which is the first destination that it arrived from Hawaii) and shows “ waiting for scan.” This is a very expensive item. I called USPS and was told by the USPS rep in a rather flat voice, that she “can see more detailed scanning” than a USPS customer and that I should receive the package by the end of the day.That was two days ago. I have not gotten my Priority Mail package yet. The thing made its way all the way from Hawaii to get stuck here in NYC?

    May 09, 2020
  • anon

    I've had a package with tracking that's reading "In transit to the next facility" for 2 weeks now. I have absolutely no idea where this package is currently located along the lines. The clerks at my PO are useless. In all likelihood my package is not being scanned so it's sitting in a mail hub somewhere gathering dust. I still see the commercials for the USPS stating how they're there delivering for you. What they should say is that they'll deliver the packages when they get around to it. I honestly don't think they care about much beyond their paychecks and benefits.

    May 08, 2020
  • anon

    Same! 2 weeks ago it just stopped at a location 130 miles away and never made it! Then I ordered $270 worth of something else and paid for two day shipping, and that one is way off route, 5 days later. Now today my sister had a package arrive from the 8th, no tracking from the departure place and her doorstep. The package was open and taped back up, over half the contents were missing, the rest were damaged and there was a random item in it, not from the sender. Clearly there are thieves in the system! When will this become a concern???

    May 18, 2020
  • anon

    Way has my is my mail not being scanned any more

    May 07, 2020
  • anon

    We shipped a Priority package 4/6/20 to NY, 2 states away from our business. The last scan on record was 4/13 when it said that the package was leaving Rochester, NY to the destination of Syracuse, NY. Today, 5/6/20 the customer still doesn't have his package. I tried to file a missing mail claim on the USPS.com site and it errored out 3 times. The package contained a part of which we have limited stock on and it's not cheap either. Out of 5 years in the shipping department here, I have NEVER seen a package recovered and only about 30% of the time do I even get a response at all, which says, "Sorry, we can't find your package...", so we're left S.O.L. with hundreds of dollars in the hole. With the last postal increase, the services seem to have digressed. So much work needs to done to fix the system...

    May 06, 2020
  • anon

    Since this pandemic hit, I have had major issues with items not being scanned or sent out until days after the items are dropped off. I send out anywhere from 4-10 packages a week and right now I have 5 items that have been dropped off that are still not scanned into the system. I get dinked by Ebay anytime my shipping isn't uploaded on time and have to offer refunds in cases where my items are not delivered on time. There needs to be more oversight when it comes to the tracking system. I pay for a service that hasn't been happening and that is unacceptable.

    May 06, 2020
  • anon

    Same Here. I’m Ebay Seller and 4 of my packages weren’t scan by post office. It’s been 8 days. For each package with shipping label I paid $18.14 for 3lbs. Almost $73 . I personally contacted each buyer for giving me time to find missing info or packages. But some buyers opened a request claim on Ebay, some contact me with message. And all 4 packages I have dropped on the same day.

    May 10, 2020
  • anon

    I cancelled all my eBay listings because they aren't supporting the sellers. They KNOW USPS isn't working properly right now and it seems to me they are encouraging customers with late deliveries to file claims by posting when a package should be received using the same metric pre pandemic. Etsy does the same thing and they are not on our side. What I do is send a photo proof of shipping in their email with a letter saying we're back to 'snail mail' days, 4 to 6 weeks for delivery. I do NOT mark packages as shipped because when you do they start sending messages to customers about tracking and delivery and worse, REVIEWS! I don't want another review about a package not being received... I got one not my perfect rating is destroyed. I know, you know, they know that sometime in the next 3 or 4 months, their packages will be received whether USPS says it or not. I'm trying to minimize complaints and make everyone CHILL in advance and if someone files a complaint, I remind them that the package was shipped, they saw it and ask them to be honest enough to pay me when they receive it. Then I refund them. What else can you do?

    May 14, 2020
  • anon

    We are trying to avoid going to the post office as much as possible during the pandemic. We are using a drop box in our neighborhood for shipping parcels. Most are not being scanned when picked up, and some items, including priority mail packages, are not entering the mail stream for up to a week. I had an international package that took almost 4 weeks for the first scan. We only ship an average of 6 packages a day. We are averaging 4-6 packages a week now that are not scanned within 72 hours. What sort of recourse do us USPS customers have? USPS won't accept any requests for help unless the mail has been delayed by at least 5 business days. And there's no way to request help online for an international package that has not been scanned because the web forms only accept US addresses.

    Apr 30, 2020
  • anon

    Blue boxes are for FIRST CLASS MAIL ONLY

    May 27, 2020
  • anon

    I am wandering why Gillette Wyoming USPS doesn’t offer the Mail scan delivery notification?

    Apr 29, 2020
  • anon

    During this time of coronavirus my post office is NOT scanning packages. I am an Etsy seller and always take my packages into the post office to be scanned and get a receipt for them. It is my understanding that if the package is not scanned and never delivered to the recipient unless I have proof, as in a receipt that I actually got the package in the hands of the post office, USPS insurance will not reimburse me for the loss. How is the USPS handling this issue?

    Apr 27, 2020
  • anon

    On several occasions whenever I ordered necessities ie batteries, laundry detergent etc they say the items are delivered when I never actually received it . I'd literally watch the mail truck pass my house then the items would change from in transit to deliver and nothing would be dropped off, but if I ordered clothes or miscellaneous items I'll get those.

    Apr 26, 2020
  • anon

    I have been waiting for 2 weeks for a package that has not been scan for 5 days. I do not understand how a package is shipped from NY to PA and doesn't arrived on time. For all I know my package could be sitting on the back of a truck. have no idea where my package is. I see why people use FedEx or UPS. The USPS service is horrible and unreliable.

    Apr 24, 2020
  • anon

    ive had multple items obviously reruted

    Apr 23, 2020
  • anon

    Can’t say this enough. The only way to fix the Nationwide Scanning Issues is to fix the Nationwide Management Corruption Issues. The only way to fix the Nationwide Management Corruption Issues is to fix the OIG and Postal Inspection Corruption Issues. I know, I know...the truth hurts.

    Apr 16, 2020
  • anon

    Why not explain how to do this? We all know large corporations are corrupt what hurts is our packages not being scanned, not the truth in what we already know.

    May 24, 2020
  • anon

    Anyone who thinks it is ok to not do their job needs to be fired. Plain and simple. When I worked for the post office, I never missed scanning a single item. I made sure everything was done right. The carriers who scan things as delivered while sorting their parcels need fired too. Many times I have had to go to the post office to hunt for my packages that were scanned as delivered and they were not. Post Master always had an excuses until I filed complaints with inspector general or consumer affairs. Suddenly the packages showed up and the post Master delivered 2 very large boxes to my home himself. If course they were both opened. Someone thought they were getting 2 huge remote control cars. Then all my custom wedding bouquets came up missing the same way. They supposedly were sitting in the postage due section? Right. And nobody thought to leave me a slip for it or knock on my door to deliver them? $500 worth of bouquets and centerpieces just sitting there. They were also reopened before delivery. I even took them pictures of the packages when sent out to prove it. I now have any shipper send me photos of the boxes with tracking on them for everything. If they are not willing to, I don't order. I have to do this just because of the postal service's lack of doing their job properly. Quite pathetic.

    Apr 10, 2020
  • anon

    Our Postmaster is all about the numbers, at any cost. We have CCA and nepotism 204b’s instead of supervisors. On a daily basis they falsify scans on Express and parcels, saying delivered, then throw them in hampers for the next day. Any regular employee who speaks out or notifies OIG/Postal Inspectors is brutally harassed. Nothing ever changes. Lack of trained, qualified leadership is negatively effecting every Postal operation.

    Apr 04, 2020
  • anon

    Hello. Thank you for your comment. If you have suffered retaliation for reporting workplace violations, we recommend filing an online whistleblower complaint. You can access the online complaint form at www.uspsoig.gov/form/whistleblower-complaint-form.

    Apr 06, 2020
  • anon

    Scanning has become the TOP issue in my office. I avg 130 scans per day. 99% are parcels....teenie-tiny ones from china and parcels the size of a door. Occasionally I have missed a scan. Did I deliver all my parcels ?? yes !! I have 26 yrs as full time rural carrier. Its NOT worth it to me to steal...I put this out here because as soon as a parcel doesnt show up on tracking on USPS , customers like to throw this at us. Anyways, when I return off the route and go home. I will receive phone call "asking" me about a parcel that wasnt scanned. Did I deliver a parcel that weighed 1.2 # at blah blah blah ?? ( I have 650 addresses)......BUT I do recall which houses I delivered parcels to). The manager will go into the system and change it to reflect that the parcel was scanned at pt of delivery. How is this right ?? Isnt this cheating ?? Yes, I missed a scan, but how in world did we have 100% scanning on all parcels in our entire office the next morning ??? We have 12 rts. MOST get over 100 parcels ea day. And usually everyone misses one or two. BUT ITS STILL CHEATING TO SHOW 100% scanned parcels.

    Mar 31, 2020
  • anon

    I often wonder why when checking the tracking there will be an automated scan response such as "item is in transit to destination" or "item will arrive later than expected" yet it won't have any location. If a location were provided with these comments it would re-assue both sellers and buyers that their package is accounted for somehwere. I also wonder why the USPS tracking # does not show the delivery address where it is supposed to be delivered (even if a postal employee looks up a tracking number they still don't have access to the address via the tracking number)... FedEx shows both on their tracking. USPS only shows the city and state. Adding this info to tracking would be nice for transparency as well preventing non-delivery in cases such as an illegible address on the label, plus if the address were tied to the tracking number you could see exactly what address it was delivered to (this would also help prevent non-delivery due to address typos/mistakes and allow for early correction if there were such an issue; saving everyone time and money by not having to return a package to the sender for a reason such as "no such address").

    Mar 12, 2020
  • anon

    Addresses are associated with tracking numbers. However, only supervisors have access to the programs that show that information. And most supervisor positions are now filled with unqualified temp’s and family members of Postmasters. Also, with so many people not providing their correct and complete address when ordering online, coupled with the heavy use of temp’s for delivery, packages will be returned. Since the recession of 2008, the Usps has severely cut the number of carrier positions resulting in much longer routes, while still expecting them to finish in the same time. Carriers no longer have time to play detective to figure out where the improperly addressed package goes.

    Apr 08, 2020
  • anon

    Falsifying of scans is a problem that is getting more prevalent as management only cares if the clock is stopped. I have a small home business and when the regular carrier is off i have too often not received my packages and when i look them up it is either dog interference , attempted , no secure place or even request to hold mail. All of which is not accurate. I even called my local post office and the supervisor stated they have to stop the clock , but i am sure they are not supposed to falsify records. If they do not deliver than they should have an option of no delivery attempt or just not scan anything and explain why it was not delivered.

    Mar 10, 2020
  • anon

    Relating to the topic of scanning issues and efficiency, perhaps you can better train employees and set expectations of how and why they should be using the handheld scanner at the postal office. From my experience, employees are routinely using the handheld scanner to accept package when they are signed in their computer station. I am sure they are doing that to show utilization of this technology to please upper management, but that defeats the whole purpose of efficiency especially when I have wait as a customer to wait for that device to get connected. I have encounter that consistently at two of my local offices. Why didn't they just use their signed-on computer to scan? Aren't the device suppose to be used by assistant or manager without a station to help with the long lines. Totally defeats the purpose of this technology's intention.

    Mar 02, 2020
  • anon

    Maybe that’s why I have not been getting my packages

    Feb 27, 2020
  • anon

    What about management scanning packages available for pick up without a delivery attempt? May want to look into that one fellas. Cost too much money to connect all the miss thrown parcels. So they scan them available for pickup to stop the clock. Then they go out the very next day with the correct route.

    Feb 27, 2020
  • anon

    I'll tell you what the problem is, supervision telling employees to scan a package attempted or delivered without doing either one. Happens all the time in Phoenix. If you're ever waiting for a package to arrive by USPS and you see that it says attempted or delivered and you haven't received it, ask management to bring up the scanners GPS coordinates when that package was scanned.

    Feb 27, 2020
  • anon

    Yep. Happens in North Carolina too. Employee complains fall on deaf ears. OIG only responds to customer complaints, not employees.

    Apr 16, 2020
  • anon

    Don't blame the carriers - often their supervisors order them to falsify scans, and with apparent impunity. Their "pay for performance" bonus depends on making the numbers look good, which leads to cutting corners like this.

    Feb 27, 2020
  • anon

    This is absolutely correct. It's all about the numbers for postal managers. Mostly it's about "pay for performance" but sometimes it's about keeping the managers "pet" employees from getting into trouble for missing a scan, losing a package or misdelivering a package. The favoritism in my old office (I thankfully just retired) was absolutely ridiculous. My postmaster routinely paid out hundreds of dollars monthly for missing packages.

    Mar 10, 2020
  • anon

    Exactly!

    Apr 17, 2020
  • anon

    You are 100% correct bud

    Feb 29, 2020
  • 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

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