Shipping
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Updated about 1 month ago
USPS Tracking | Delayed or Missing Packages
Seasonal & Q4
Shipping
Etsy
Customer Service
Order Management
While PODZilla works hard to get every order out on time, once a package is in the hands of the carrier, delivery is out of our control. The good news is the majority of packages arrive safely.
However, we know it's frustrating when tracking hasn't updated and your customer is asking where their package is. Before you panic, keep in mind that a package can still be moving even when the tracking isn't updating.
USPS doesn't always scan every package at every stop. This happens even more during high-volume periods like Q4 when they're focused on getting packages delivered.
Here's what you need to know and when you should take action.
CONTENTS
- Understanding USPS Tracking
- What does "Shipment Received, Package Acceptance Pending" mean?
- Tracking hasn't updated for less than 7 days
- Tracking hasn't updated for 7 days
- When is a package considered lost?
- What happens if USPS can't find the package?
- The package shows delivered, but the customer doesn't have it
- Sample Customer Message
Understanding USPS Tracking
USPS doesn't necessarily scan every individual package each time it moves from one location to another. A package may continue traveling through the USPS system even though the tracking page looks like it hasn't moved.
Sometimes the next scan doesn't appear until the package reaches another USPS facility or is out for delivery.
During high-volume periods, like the holidays, this happens even more frequently. USPS puts priority on moving and delivering packages rather than updating every tracking scan.
No tracking update does not necessarily mean the package isn't moving.
What does "Shipment Received, Package Acceptance Pending" mean?
This is one of the USPS tracking messages that causes the most confusion. When tracking shows:
Shipment Received, Package Acceptance Pending
USPS has scanned the shipment container containing multiple Podzilla orders. Once USPS picks up and scans that container, the packages in it are no longer at Podzilla and are in USPS possession.
The next update would normally show that the individual package was accepted at a USPS facility along with the location. However, USPS sometimes misses that scan.
If that happens, the package may still be moving even though the tracking continues to show Shipment Received, Package Acceptance Pending.
This is what the tracking information looks like:
Tracking hasn't updated for less than 7 days
If there hasn't been a tracking update for less than 7 days, continue monitoring the package. We cannot ask our USPS rep for help until 7 days have passed without tracking (unless the package was shipped priority).
USPS frequently misses scans, and we've seen packages go several days without an update and then suddenly show movement again or even be delivered.
Give USPS time to move the package through their system.
Tracking hasn't updated for 7 days
If there have been no tracking updates for 7 days, it's time to take the next steps:
- File a Missing Mail Search with USPS. Sometimes submitting the search gets the tracking moving again. See Filing a Missing Mail Search With USPS for instructions.
- Open a Podzilla support ticket with the order information. We can contact our USPS representative to see if they can get additional information about the package.
Remember, a package isn't considered lost just because it hasn't had a tracking update for 7 days.
When is a package considered lost?
USPS only considers a package lost if there hasn't been an update in tracking for 14 days.
During high-volume periods (like the holidays), USPS puts priority on delivering the packages rather than updating the tracking. It is normal for packages to bypass normal scans and they can be delivered with few to no scans.
What happens if USPS can't find the package?
If you've filed a Missing Mail Search and our USPS representative has also tried to locate the package but it still can't be found, the next step is deciding how to handle the order with your customer.
First, verify that:
- The customer gave you the correct shipping address.
- The order was sent to production with the correct shipping address.
For Etsy orders, lost packages and refunds may be covered under Etsy's Purchase Protection Program. The customer can open a case with Etsy to request a refund.
If the customer still wants the item after the package has been determined to be lost, you can submit a reprint from the original Podzilla order.
If your customer receives a refund through Etsy and still wants the item, make sure they pay for the reprint. Otherwise, they'll receive both the Etsy refund and their replacement item and you'll be responsible for the cost of the reprint.
NOTE: Podzilla doesn't always cover the cost of a reprint when USPS loses a package after it is in their possession - especially if Etsy has refunded the original purchase. Be sure to include complete information when submitting a support ticket so we can thoroughly research the issue and determine who will pay for the reprint.
The package shows delivered, but the customer doesn't have it.
Occasionally tracking shows a package was delivered, but it actually shows up a day or two later.
If your customer tells you they never received the package, but the tracking shows it was delivered:
- Verify the customer gave you the correct address and that it was sent to production with the correct address.
- If it's been less than 7 days since tracking started, ask your customer to wait until it's been 7 days to see if the package shows up.
- Have the customer check with neighbors to see if it was delivered to the wrong mailbox/house.
If you (or the customer) have taken all these steps, it may be time for them to file a Missing Mail Search. They may also be able to open an Etsy case on your store using the Purchase Protection program.
NOTE:
If you are in the US, you can create a USPS account and file the Missing Mail Search for your customer as a value add. See Filing a Missing Mail Search With USPS for steps.
Sample Customer Message
Below is a sample message for the customer. Rewrite it in your words to fit your voice/brand:
I'm sorry about your delivery issue…this rarely happens, but it's so frustrating when it does.
Here's how to you should proceed:
1. Check with neighbors to see if it was delivered to the wrong mailbox/house (if you haven’t already).
3. Open a case with Etsy, and their Purchase Protection Program may be able to help you with a refund. Here are the instructions - https://help.etsy.com/hc/en-us/articles/5745586898199-How-to-Open-a-Case?segment...&segment=shopping
Unfortunately, I can't do those things for you. They have to be done by the customer - not the Etsy shop. But, I’ll do what I can to help you…just let me know what you need.
Again, I’m truly sorry for the inconvenience.
Quick Reference
- Less than 7 days without a tracking update:
Keep monitoring the package. No Podzilla support ticket is needed yet.
Keep monitoring the package. No Podzilla support ticket is needed yet.
- 7 days without a tracking update:
File a Missing Mail Search and open a Podzilla support ticket. We'll contact our USPS representative.
- 14 days without a tracking update:
USPS considers the package lost. If USPS can't locate it, follow the lost-package steps above.
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