Scan Forms, Lost Packages, Insurance Claims

[jbcoutfitters]

So, a package in a shipment dropped off at the PO on 12/18/24 and scanned in using the scan form has never received another scan after that.  "Shipment Received, Acceptance Pending" on 12/18/24 is all there is for it in the tracking history.  So, no actual proof that it was truly mailed.  So today, buyer emails me that it has never arrived.  I have the PO now looking for it and have filed an insurance claim, but it has been immediately denied for no proof of actually being shipped and entering the mail stream.  I've got too many packages each day for individual scans.  I guess I'll have to take higher end items in for individual scans.  Anyone else ever deal with this?

[1qualityspectacles]

It sounds like an uncomfortable situation, and unfortunately, it's not uncommon and it happens to us from time to time. USPS can sometimes miss scans, leaving sellers in tough spots with tracking and insurance claims. Taking higher-value items for individual scans is a smart move to ensure proper documentation. You might also consider services like Signature Confirmation or upgrading to Priority Mail for added security and tracking reliability. Hopefully, the PO locates the package for you—keep us posted! ❤️

[robbie31415]

Yes, technically scan form is a provisional acceptance and insurance doesn't work until an actual scan happens.

However, I'd speak to your PO, because if you dropped it off at the PO and had an employee scan, the PO CAN honor the insurance even though it's only a provisional acceptance. They have cameras, and such.

Filing an insurance claim where it goes somewhere else for review will most likely always be auto denied.

[deserdog]

They might honor the insurance if the package was actually caught on camera, showing the label. Otherwise, I don't think they will. If it was a large shipment, the package possibly never made it to the post office, but is still on the scan form.

[jbcoutfitters]

Well, after much back and forth, to my surprise USPS paid the insurance claims for this lost package as well as a second one that was suffering the same fate shipped a couple of weeks later.   Still, no more scan forms for these items.  Direct scans only from now on.

[simba6]

Did you enter a case with the USPS.com web site?    They can often help.