Audit finds NC post office marked over 40K packages delivered while still at station

An internal U.S. Postal Service audit determined that a North Carolina post office marked more than 40,000 packages as delivered last year while they were still at the station.

The audit of the Avent Ferry Station in Raleigh, covering May 2020 through September 2020, revealed that 41,367 packages were “improperly” scanned as delivered even though they were still at the station. 

Greensboro-based CBS affiliate WFMY News 2 on Wednesday reported on the audit, which was published in January.  

Some packages were marked as “no access” to the delivery location or “delivery exception, animal interference,” even though the scans were made about half a mile to 11 miles away from the delivery location. 

Authors of the audit concluded that the incorrect scanning “occurred because district and local management did not adequately monitor and enforce package scanning and handling procedures,” noting the station manager informed them they had been in the position for two months.

Two carriers, who had a high amount of scans indicating the Postal Service completed its delivery or attempted to deliver, told the auditors that a previous manager instructed them to scan mail “being held for customers” as delivered. 

The auditors suggested employees undergo training on package scanning procedures again. 

“Customers rely on accurate scan data to track their packages in real time,” the audit reads. “When employees do not scan mailpieces correctly, customers are unable to determine the actual status of their packages.” 

“By improving scanning operations, management can potentially improve mail visibility, increase customer satisfaction, and enhance the customer experience and the Postal Service brand.”

The Avent Ferry Station covers 58 city routes and 17 rural routes with 105 carriers.