USPS Scan Forms Not Registering/Updating Pickup Scans

[sales135]

For the past week or so, we have been having issues with our scan forms.  We are not new users, using scan forms for ages, and our postal carrier is not a rookie either.

We print the form as usual, including all the shipment for USPS for the day.  Our postal carrier scans the form as normal, and where normally we would see under tracking "Shipment Received, Package Acceptance Pending" the tracking is just sitting as "Shipping Label Created, USPS Awaiting Item". 

But the real quirk is that out of 400 packages on the scan form, there are a few that say "USPS picked up item", while the rest still sit in shipping as "Shipping Label Created, USPS Awaiting Item", so it is not even consistent across the same scan sheet.  One day last week, it was opposite, most track correctly from the scan sheet scan, but a handful still sit as "Shipping Label Created, USPS Awaiting Item".

In this season where distribution center as backed up, and it could be days before a scan at another location, we rely on the scan form to prove that USPS has picked up packages. 

Anyone else having the same issues this past 7-10 days? 

[friendsartlab]

We are having the exact same issue! Shipped out over 2,000 pieces of mail (our mail carrier not a rookie either), yet none are registering as picked even though he has scanned the shipping manifest (I watched him do so). This is terrible frustrating as we have no way to prove to our customers that their orders have been processed and are in the mail to them. This happened to us last year with the scan forms and it turned out to be a glitch in their system with ShipStation and it took them a few months to get it rectified. I have a feeling we are going down the same path as before and I cannot even begin to tell you how frustrating this is!!! 🙂  

[CaraAdmin]

Hello, @sales135!

Thank you so much for sharing your post in the community! We highly recommend contacting our support team at support@shipstation for this particular situation. They’ll be more than happy to assist you with troubleshooting and investigating the issue. 

Happy Shipping!

-Cara

[TheTokenShop]

We are having the same issue. Problem began on 12/5/2024 and every scan sheet since has not functioned properly. We have hundreds of packages which do not have acceptance scans, and more that suddenly show up on the other side of the country. We have customers reaching out asking when/if we are going to ship their products.

We contacted support about this issue and they had no idea it was happening. 

[CaraAdmin]

Hello, @TheTokenShop!

Thank you for your post in the community! I’ve located your support ticket, and it looks like it has been escalated to the appropriate team. We’ve been working closely with our partners and have identified the cause of the issue. We’ll be sure to provide you with an update on the resolution as soon as we have one.

Happy Shipping and Holiday!

-Cara

[TheTokenShop]

Thank you! This issue is impacting hundreds of packages per day and our mail carrier will not scan every package. Today's scan sheet also did not work. Is there an ETA for resolution?

[laureng82]

Hi Cara, I'd love to know when this is resolved as well.  

Thanks! 

[laureng82]

We've had issues now for the last three batch shipments. Even went to the front counter and got a receipt for the scan form being scanned... 

[TheTokenShop]

You can find additional information in this thread, but unfortunately no solution:

https://community.shipstation.com/t5/ShipStation-Features/USPS-Shipping-Manifest-Not-Registering-Upd...

[CaraAdmin]

Hello, @sales135!

Thank you for your patience as we worked to resolve this issue! I’m happy to share that the cause has been identified and USPS scan forms are now fixed. If you happen to encounter this issue again, please don’t hesitate to reach out to our support team so we can assist you further.

We appreciate your patience!

Happy Shipping and Happy Holidays!

-Cara

[TheTokenShop]

Good morning, 

As of today, 12/17/24, we have 111 packages which have been tendered to the USPS with SCAN forms which were not working correctly. 52 of those packages were part of a scan form on 12/6  which contained 100+ shipments. Those 52 packages have not received a scan, and are presumably lost. The value of those packages is $3001. The USPS will not acknowledge receipt of those packages because the SCAN for shows they were not received. What do you suggest we do to resolve your software issue for our customers? 

[CaraAdmin]

Hello @TheTokenShop!

Thank you for your post! A fix was implemented yesterday, but if you’re still experiencing issues, we encourage merchants to contact our support team. This will allow us to document further and investigate the issue if it persists.

Happy Holidays! 

-Cara

[TheTokenShop]

Looks like it is working!

[BUTLERMUSIC]

I am having this issue now as well. SCAN forms are either not updating tracking at all, or are only updating tracking for select shipments. Currently sitting at around 100 shipments that just say 'shipping label created'.

[MoralDecayPatch]

Did you get any resolution to those orders?

[CaraAdmin]

Hello @MoralDecayPatch!

Thank you for posting in the community! I see that you have an active support ticket, and I’ve requested an agent to reach out to assist you with troubleshooting. We sincerely apologize for the delay in our response.

We appreciate your patience!

Happy Shipping!

-Cara

[MoralDecayPatch]

This is occurring yet again. And after being on chat, there seems to be no available correction to this issue. They will be 'taking it up on the back end.'

[BUTLERMUSIC]

Since February we've been taking in all shipments at the end of the day and they've been good about manually scanning them in. Do away with SCAN forms if you can!

[MoralDecayPatch]

I try, but get the eye rolls and huff and puffs if we arrive 30 minutes to closing 🙄 We live in a very rural area and the two local post offices are each only open 4 hours a day. The scan sheets definitely help them, but create such a business and customer strain!

Seriously about to do away with them though and just make frequent 20 (ish) package drops.