Strange Problem- 2 packages to the same address never scanned by USPS. Etsy Labels glitch?

[Chrysalism]

I received an order on December 15th. Made and shipped it on the 17th, but USPS never scanned it in. Everything else I mailed that day was scanned with no problem. I eventually noticed and after speaking with my customer I opted to ship a replacement. I bought a new shipping label and shipped a replacement on December 30th.

My customer just messaged to inform me the second package was never scanned in either! These were two different labels/tracking numbers but both purchased on Etsy from the same order. All of my 800+ holiday packages were scanned in properly and have all been delivered except for these two which are still in pre-transit. All I can think is that there must have been some kind of glitch on the Etsy order that applied itself to both labels, making them unscannable.

I'm in Colorado and the packages were Ground Advantage to Pennsylvania- no noticeable problems with the address. My customer understandably just wants a refund at this point, which stings a bit after shipping their $30 order into the void twice. Anyone have any idea what could be causing this? Really hoping it's a one-off fluke.

[FatallyFeminine]

Not sure the cause but I'd definitely make an insurance claim on both of they never arrive and get your money back.

[Chrysalism]

I would but they aren't eligible for insurance claims without an initial scan-in  : (

[FatallyFeminine]

@Chrysalism did you drop them off at the post office? The only thing I could think would be to go there and talk to someone or ask for the postmaster.

[Chrysalism]

Yes they were both dropped off at the post office with many other packages. All the other packages were scanned normally and have been delivered already. Very odd.

[TinLizziAntiques]

OP, open a "where's my package" inquiry on the USPS website. The terrible snowstorm across the Midwest and Mid-Atlantic may have slowed Mail delivery down this week. Mail is not considered lost until 30 days after mailing. 

I wouldn't refund yet. Those packages are somewhere in the USPS system, possibly an overloaded distribution center.

[Chrysalism]

The trouble isn't that they are delayed- they were never scanned at all. One was shipped 3 weeks ago so very unlikely to be weather related. I'm concerned if there was a glitch causing them to be unscannable that USPS might have disposed of them.

[DaniByDesignCo]

This sounds like a postal issue. And honestly it happens to me often lately. One week I had called about a stack of packages I dropped off a week prior. They were never scanned..turns out they were just sitting on the desk in the PO. And just recently I had a ground advantage package that took an entire month to get scanned in. Amazing enough my customer was patient and understanding. She wanted to wait for it even though I offered a replacement. But it's a postal problem. I would go to your PO or call even try to call them.

[Chrysalism]

It's just extremely odd that out of the 800 packages I mailed over the last 2 months, the only 2 with this issue were for the same order. Seems pretty impossible for this to be a coincidence but I guess it could be.

[DaniByDesignCo]

Yes, I've had quite a few that were never scanned in at all. It was USPS fault. Not an etsy glitch (as much as I'd hate to stick up for them lol) at least for mine this was the case. 

[VirgoPotensSupplies]

I always wait and have them scan them by hand at the post office to avoid that. It's a little bit of a pain, but worth it to me. Before you offer a refund I would take the tracking number from Etsy's shipping label and take it to the post office and inquire at the counter. 

[Chrysalism]

Unfortunately having the packages scanned at the counter isn't an option. We used to do it and the staff got increasingly angry and downright mean because we ship so many packages. Eventually several staff members directly told us to stop and we are now required to use the dropbox or take it to the loading dock where they refuse to scan.

I might try inquiring about the tracking numbers at the counter though. It's really frustrating to have this happen to 2 packages in a row.

[CanningCrafts]

@Chrysalism It's so funny how different some post offices are. We used to drop our mail in the bin & our PO started yelling at us & said to bring them inside to get scanned! One clerk refused to use a scan sheet, but the others won't scan without one. If you can use a scan sheet, that will scan all of your packages in at once. Our clerk used to grumble at all of our packages, but she will happily use the scan sheet & give a receipt. 

Also, if your clerks are that unprofessional, I'd consider filing a report on them with USPS. 

[PrairiePrimitives]

@ChrysalismSince you ship soooo many packages, you should have your own customer support person at your local post office (this is based on a local friend who has that here). But we're in a big city. If you're in a small town, that might not be an option. Anyway, my understanding is that my friend can ring up her support person and they deal with the USPS headaches so she doesn't have to!  I've seen other people say/write that they befriend the people on the dock who allow them to scan their own packages in, so you might try that too! Lastly, have you ever used a "scan sheet?" I haven't so I'm not 100% sure how it works, but apparently USPS scans the code on the scan sheet ... which somehow scans all the packages! 

[TBQSC]

@Chrysalism --

Inquiring at the counter can be helpful as they can see more info than what we can on the tracking #.  One thing that has consistently helped speed up the location of a package and the delivery of that package is to FILE A MISSING/LATE/DAMAGED PACKAGE REPORT!  By doing this, you can opt to get real time updates via text & email ... somehow it seems to kick the USPS butt in just the right place that the package magically appears and is usually delivered within a couple days!  Best of luck to ya!

As for the scanning ... use a scan sheet!  This will save you & your postal carrier tons of time because there is only ONE number they have to scan, which BTW, the USPS are REQUIRED to scan that sheet, no matter how many packages are actually assigned to it, even just one package!  If possible, get your carrier to pick up your packages at your home/work location!

[CanningCrafts]

@TBQSC  I used to have a clerk that refused to use a scan sheet. He gave some speech about how no self-respecting clerk would use one because there's no way to know if the # of packages you give matches up with the count on your scan sheet. But I believe clerks are supposed to actually COUNT the number of packages in your tote to compare to the sheet, or at least I think that used to be how it was. We had one clerk who would always count. The others wouldn't. Some clerks also don't know how to use a scan sheet. Sigh.

[BagmakerSupply]

Just keep in mind that when using a Scan Form, real acceptance and insurance coverage do not start until the actual package is scanned.

[Chrysalism]

@BagmakerSupply this is why I don't bother with scan sheets- the scan doesn't actually mean anything to USPS, insurance, or customers and does not confirm acceptance. A scan sheet and dropping at the dropbox are equally effective with one taking much more energy. The only way to be sure every package is scanned as accepted is to wait in line and hope you get a nice counter clerk willing to scan individually rather than send you back to the dropbox haha

[CanningCrafts]

If it takes a few days for the PO to do the initial scan, at least the scan sheet scan shows the buyer that the PO has the order. I often have the clerk scan high priced items individually even if they are on included on the scan sheet because they don't technically "have it" until that first scan.

[AprilCottageCrafts]

Similar experience.  I have sent quite a few packages from UK to US since November, all sent tracked and all delivered - except one that cleared customs then disappeared.  I can't see anything on USPS tracking with the Royal Mail tracking number.  I remade the order and re-shipped with tracking and signature and the package has again cleared customs and disappeared.  I have sent several items to that same State in the US with no problems at all so I'm at a loss why this has happened.  It can't be the customer's address as delivery hasn't been attempted so something has gone wrong with the USPS tracking of the packages as both have just dropped off the radar.  I'm now trying to claim a refund - wish me luck lol.

[Chrysalism]

Interesting. When was the original order placed? Mine was Dec. 15th. I wonder if there was an obscure/temporary glitch with Etsy that affected a small number of orders making their labels unscannable. 

[AprilCottageCrafts]

I posted the first one on 13 November and the second one was around 18 December.  The customer is fine about it but I doubt she's going to receive either package.  I don't use Etsy labels, I took the packages to the post office and they scanned them in to the system.

[hopeandjoystudios]

Could it be a printer issue? But why only the 2 matching? But 2 to the same customer is odd no matter how you look at it. I've also been told they only need 1/4" strip of readable bar code to scan it. Even if an Etsy label issue, what are the chances of 2 packages disappearing to the same customer weeks apart? They sell millions of labels. That sounds like they may have disappeared at your PO? Is someone stealing from the drop box? How secure is it?? Or check under your vehicle seats for at least one of the packages? Even then 2 packages to the same customer rolling out is statistically odd? I would use a scan sheet because then at least it appears you mailed it. (even though we know almost no clerk counts packages). The scan at the first hub is the one that actually accepts the package. If it goes missing between my PO and the first hub I am SOL..even though that is 100% not my fault as it is in their possession. I asked my clerk about that and got the shoulder shrug "Ehh?" Could the label have fallen of? Once yes..but twice to the same address?? Why these labels to this address? (I feel like Elle Woods) It is weird however you slice it.

[Chrysalism]

@hopeandjoystudios  Haha Elle Woods! Thank you for validating how absolutely strange and unlikely this scenario is! I think that's all I was really looking for here since we can only guess what could have caused it.

I'm not bothered by an occasional scan lapse and am still comfortable using the PO dropbox since it's by far the most convenient option for me. I don't think it was deliberate theft or printer problems because we haven't lost any other packages like this recently- in fact I think it's been a couple years. Definitely not in my car- I've quadrupled checked that.

I already refunded my customer and in the end it's not a big deal financially. It's just so weird that these two packages and nothing else dropped off the face of the earth- my brain keeps grasping for an explanation. I'm still going to check at the PO desk for more info, but I think it might be destined to remain a mystery!