USPS failed to scan most of my packages on 9/16
We use Amazon Buy Shipping however USPS failed to scan most of the packages at the facility, our driver did scan the SCAN form which is evidenced in the tracking history. Yes, I have all of the automation requirements already enabled that are supposed to offer protection for late delivery impacts (my understanding is that because the carrier failed to scan packages on time those protections are nonexistent now). We have already been in contact with the local post master and regional director to make them aware of the situation. The 33 packages are not lost, they are simply not processed yet.
Only items outside of the USPS buckets received scans at the sorting facility. We contacted Account Health Support so that they can annotate our account. They told us to contact Seller Support as our account health is not YET impacted. We did that. I was told that I had to contact the carrier in order for them to fix the problem :)
I let Seller Support know that I was told by Account Health that Seller Support is the one to annotate my account. I provided Seller Support with the Order IDs and tracking numbers impacted. She said multiple times that it's a label issue (it is not). Then she said there is nothing for Amazon to do here that the carrier needs to be contacted (over and over she said this after I repeatedly told her exactly who I spoke to at USPS). She told me to contact the carrier and tell them to scan the packages as quickly as possible :) I asked for the issue to be escalated she said this cannot be escalated. Then all of a sudden a member of the leadership team could call me back within 4 hours.
I am truly at a loss at what Amazon expects me to do. I did everything humanly possible. What more does Amazon want me to do? I welcome advice from anyone who has encountered this issue before.
Case ID 16058389861 in case a mod can kindly assist with this.
USPS failed to scan most of my packages on 9/16
We use Amazon Buy Shipping however USPS failed to scan most of the packages at the facility, our driver did scan the SCAN form which is evidenced in the tracking history. Yes, I have all of the automation requirements already enabled that are supposed to offer protection for late delivery impacts (my understanding is that because the carrier failed to scan packages on time those protections are nonexistent now). We have already been in contact with the local post master and regional director to make them aware of the situation. The 33 packages are not lost, they are simply not processed yet.
Only items outside of the USPS buckets received scans at the sorting facility. We contacted Account Health Support so that they can annotate our account. They told us to contact Seller Support as our account health is not YET impacted. We did that. I was told that I had to contact the carrier in order for them to fix the problem :)
I let Seller Support know that I was told by Account Health that Seller Support is the one to annotate my account. I provided Seller Support with the Order IDs and tracking numbers impacted. She said multiple times that it's a label issue (it is not). Then she said there is nothing for Amazon to do here that the carrier needs to be contacted (over and over she said this after I repeatedly told her exactly who I spoke to at USPS). She told me to contact the carrier and tell them to scan the packages as quickly as possible :) I asked for the issue to be escalated she said this cannot be escalated. Then all of a sudden a member of the leadership team could call me back within 4 hours.
I am truly at a loss at what Amazon expects me to do. I did everything humanly possible. What more does Amazon want me to do? I welcome advice from anyone who has encountered this issue before.
Case ID 16058389861 in case a mod can kindly assist with this.
30 respuestas
April_Amazon
Hello @Seller_8HBeojhszSviQ,
Thank you for providing the case ID as there was a great deal of information. I am wondering, did you receive that call back within 4 hours? If so, was there any resolution? I am impressed you have already gone to such levels with USPS. Will that possibly resolve some of this? Will they now correctly scan each package?
After browsing the Use Buy Shipping services, I noticed the information about USPS scan forms for carrier pick up. This must be the form the driver scanned.
I had an internal team take a look into your details for OTDR - and as of today the current On-Time Delivery Rate reporting window is:
Time Window: 14 days Promised Delivery Date : Sep 1, 2024 - Sep 14, 2024
The orders that USPS failed to scan may show up when the reporting window updates. As you have made all the calls, have your account set up correctly having all the automation requirement enabled, you have done everything correctly.
Your calls to Account Health and Seller Support are documented. Please take a look at: Frequently asked questions about on-time delivery rate (OTDR) - If you review the section: What will happen to my account if my OTDR falls below the 90% minimum requirement? - It tells you in part:
"An OTDR below 90% can result in restriction of your ability to have seller-fulfilled products listed. If that happens, we’ll notify you of the policy violation and you can appeal by clicking the Submit appeal button at the top of your Account Health dashboard to request reinstatement of your capabilities to list seller-fulfilled products."
If this does happen, as you have everything documented correctly, you would need to reach out to Account Health Support and I believe you could resolve any issue with them.
The challenge with trying to resolve this before it is showing on the Account Health Page is there is nothing to correct yet. Thank you for all the detail you provided and the steps you have taken proactively to address and correct the error made by USPS.
I look forward to your response. Thank you for reaching out on the forums.
April
Seller_CW0P5hgbsiqWX
All that is left to do is file a complaint with your local Postmaster. We have had that problem, and usually that can get things cleared up rather quickly. You local post office gets its staffing based on the amount of work, (letters and packages), that it accepts.
Now with that said, we did n\have a case where our 150-175 daily packages were not getting scanned, and the Postmaster could care less. We went to the district Supervisor with the problem. She sent a postal worker to the station as a trainee; however, she was a seasoned inspector. For two days she was told not to scan any packages, they get scanned at the sort center. I don't know what happened but the next day, and from now or, they always get scanned.
Seller_E2XtWufE0rzvT
I'm sorry to say this so bluntly but there is not much to do. YOU are responsible to ensure all the packages are scanned in. The SCAN form doesn't mark the shipments as physically "received" . Is it stupid yes. Complaining to post master won't help much really. We have become friendly with our local post office and they let us through the back and we scan each package one by one using their scanner every single day. Mondays are rough with 200+ packages to scan but that is the only way to be covered under Amazon Buy Shipping Protections. Look into UPS Ground Saver if the local post office won't scan in each package or work with you. Don't count on USPS facilities to do extra work because they won't.
Seller_8UYHnTIxJNqVK
In the orders section of your Amazon print a End Of Day form. what it does is puts all your packages on one form and it will scan all your packages in and then making you not responsible if they lose any of them. I wait in line at my local and just have them scan the sheets and hand me a receipt so I have document in case anything happens. Super easy process and the post office will love you for it. They hate scanning packages especially if you have a lot and their busy.
Seller_m1K2JgvKy48rx
scan form??? are you a new seller?
wait in line at USPS and have them scan each and every package
scan form does nothing, all it does is say a driver came to your location
your appointment was kept... that is all you told amazon, that your appointment was kept.
each package needs a scan the same day it was shipped,
you fail to do that, and this is the picklypickle you are in now.
sorry if I sound harsh but amazon is harsher
you need to pay an employee $70-100 a day to get all your usps buckets and wait in line and have every package scanned 1 by 1 (this was the humanly possible thing you overlooked)
i was there, been there , done that, i lost $500 over 6 shipments and swore never again will i trust USPS workers and each item needs to be individually scanned, and here i am now,
making the mail man pick up all my packages every day and he has a scan gun when picking it up.
no scanning an appointment form but the actual tracking numbers on the label 1 by 1
Seller_8HBeojhszSviQ
Some good news to share, all packages were finally scanned at the sorting facility today 9/25.
Seller_ArJhBa0D5u08m
Knowing what Amazon expects from me as a seller, I will not leave the post office until every single package is scanned and I get a receipt. I've had too many issues with the post office not scanning my stuff, and i am the only one that pays for it. I think it's crazy what we go through as sellers, and especially the estimated delivery date deal. NO ONE has any idea when a package will make it there, it's a made up date that just creates customer aggravation. So I make sure at least I'm covered by getting the scans. I refuse to leave the post office with a physical scan of every package proving they got them.
Seller_aR3hgsKpsi9Co
I tried leaving packages in a bin for USPS driver. Took but no scan at pick up.
I left packages at Staples for which I rec'd a receipt. USPS gets from Staples but does not scan.
Go to USPO, get receipt and they are scanned. Why give up optional control to an employee of the USPS that doesn't care since they have no supervision?
You want it done and done right? You're name's on the box put your big boy panties on and stop acting like a victim.
Seller_LTNvvFJ2jqJOv
@Seller_8HBeojhszSviQ @April_Amazon
I have had this trouble before, I talked to the postmaster and explained my situation about them not wanting me to wait in line to scan 30-50 packages a day (100s during holidays). What I do is I bring the bins to the local post office and they hand scan them for me everyday now. Rarely do I get a package not properly scanned now. It is a pain in the butt going everyday, however, it is more efficient and safe for me and my Account Health. Hope that helps.
Seller_24FzucbyGtgZS
Your scan form is NOT proof that USPS actually received any package from you. Only after the driver drops off his pickups and they are loaded into a sorting machine does the package get its first "official" scan.
We avoid this problem by physically bringing all of our packages to our local Post Office and have the counter clerk scan them 1 at a time, and give me a receipt listing each individual tracking number, weight of the package and exact time of that "FIRST" scan.
As for "seller support", yeah right - it does NOT exist. And whomever you spoke to in this case happens to be correct - its NOT Amazon's fault that YOU did not obtain a legal proof that the packages were individually scanned.
