At EZP Client Support, we understand that "Package Pending", Label created, or waiting for pickup, status is a frustrating status to see on any Carrier tracking site and especially on your Amazon dashboard.
Recently, many clients have noticed a delay between when we ship a package and when UPS records the first scan.
This is due to a recent strict enforcement of UPS corporate policy, not to scan pickups. This article provides the background on this change and explains how we protect your data through our internal tracking system.
For years, many drivers performed "courtesy scans" at the point of pickup. However, UPS has shifted toward a high-efficiency model that prohibits drivers from scanning individual packages during daily scheduled pickups.
Our Investigation & Results:
Driver Disciplinary Actions: Our regular UPS driver has now been officially "written up" by management for continuing to provide courtesy scans at our facility. UPS management stated that further violations would result in termination.
Management Confirmation: We escalated this to the local UPS Office Managers, our sales Rep, Sales Manager and the UPS District Manager. All confirmed that the policy (which forbids scanning at the door for high-volume pickups) has been in place for years but is only now being strictly enforced to meet "stops-per-hour" metrics.
Widespread Industry Impact: This is not an EZP-specific issue. Thousands of Amazon Sellers are reporting the same "missing" origin scans. You can find extensive documentation of this shift in the Amazon Seller Central Forums.
Because UPS drivers are prohibited from scanning at our dock, your package will not show movement on the UPS website until it arrives at a UPS Distribution Hub and passes through their automated sorting belt.
The problem arises when the item scan, either due to a Hub, Driver or equipment error or malfunction is missed by the initial Hub causing delays or worse Never scanned, and lost by UPS.
To ensure your inventory is accounted for, EZP uses a multi-step verification process:
Proprietary Tracking Scan: Before any box leaves our facility, it is scanned into the EZP Tracking Software. This creates a time-stamped record that the item is no longer in our possession.
Inventory Audits: We perform regular scans of all items currently in our warehouse. If an item is marked "Shipped" and does not appear in our physical inventory scans, it is confirmed as having been collected by the carrier.
[Placeholder Image: A split-screen graphic showing a UPS tracking page with "Label Created" alongside an EZP Tracking screen showing "Status: Shipped/Picked Up" with a confirmed timestamp.]
While we facilitate the prep and hand-off, it is important to clarify the boundaries of responsibility:
Carrier Liability: EZP Client Support is a prep center, not a shipping carrier. We are not liable for any carrier policy changes, nor are we responsible if a carrier refuses to do a pickup scan & loses a package after it has been collected from our facility.
Tracking Discrepancies: If a carrier confirms delivery to a location that is not our warehouse, we cannot accept responsibility for that item. We only confirm receipt when the Tracking # of a delivered item matches an Order in our system.
Amazon Account Management: Responsibility for Amazon listings, pricing, and shipment limitations rests solely with the client and Amazon. If Amazon limits your account due to shipping delays, only Amazon Support can resolve that issue.
The 48-Hour Rule: Please allow 48 hours from the "Shipped" status in our portal for the UPS Hub scan to appear.
Avoid UPS: If the lack of a pickup scan is a significant risk to your business model, we recommend selecting a different carrier within your Amazon Seller Central account.
Q: If the driver doesn't scan it, how do I prove to Amazon that I shipped it?
A: You can use the outbound records from the EZP Tracking Software as proof of processing. However, UPS relies on the carrier’s physical "Origin Scan." for any possible claims. Amazon typically relies on the carrier’s physical "Origin Scan." as well.
Q: Can I pay extra for a scan?
A: No. Because UPS management has threatened drivers with termination, we cannot ask them to violate their corporate policy regardless of any additional fees.
Q: Can I pay an additional fee for EZP to drop my items off at a UPS Store for a guaranteed scan?
A: We explored implementing a "Drop-Off Service" fee, but it is not practical. Due to the high volume and size of our clients' shipments, local UPS Stores have indicated they cannot accept our daily volume due to floor space limits. Furthermore, UPS Store managers have noted that the pickup drivers' trucks often lack the physical space to take our bulk loads from a retail storefront. We cannot offer a service that we are restricted from providing by the carrier and the drop-off locations.
Q: If the driver doesn't scan it, how do I prove to Amazon that I shipped it?
A: You can use the "Proof of Processing" data from the EZP Tracking Software. However, please remember that Amazon maintains full responsibility for their website functions and listing limitations. Only Amazon can resolve account health issues related to transit delays.
Only UPS can resolve issues with their Shipments & Lost packages.
Q: What if I have a better idea to protect my shipments?
A: We are always looking for ways to better support our clients against restrictive carrier policies. If you have a suggestion or a feature request for our tracking software that could help, please contact our support team or submit a "Feature Request" through the portal for our review.
Q: Why does the carrier say they delivered my items to you, but you don't have them? A: Carriers often mark items as "Delivered" when they reach a local ZIP code or a nearby sorting station or when the deliver them somewhere else. We only confirm delivery once the item is physically scanned into our warehouse and matched to your account.
