PostNL delay: Why hasn’t my parcel been scanned?

An order received on a working day is generally packed and collected by PostNL on the same day. From that moment onwards, the most exciting part of the ordering process sometimes begins: when will PostNL decide to actually process the parcel?

Have you received our shipping confirmation, but is your tracking information not updating? Or does PostNL still state after several days that the parcel has not been received? This does not automatically mean that your order is still at our warehouse.

The parcel may already have been collected by PostNL while still waiting for its first processing scan at the sorting centre.

Why hasn’t my PostNL parcel been scanned?

Many customers assume that a parcel is scanned immediately when PostNL collects it from us. That is a perfectly reasonable assumption. After all, the parcel is already inside a PostNL vehicle and on its way to the sorting centre.

However, the first visible scan generally only takes place when the parcel is processed at the sorting centre. If there is insufficient capacity, a parcel may already be in PostNL’s possession without appearing in the tracking information.

To the recipient, it can then look as if we have only created a shipping label and have not yet handed over the parcel. In reality, PostNL may have collected it some time ago.

The parcel definitely exists. It is simply wearing PostNL’s digital invisibility cloak for a while.

PostNL does not always have sufficient processing capacity

PostNL has explained to us that delays can occur when there is not enough capacity to process all incoming parcels immediately.

A limited number of shipments is processed each day. Parcels that cannot be handled within the available capacity are placed in a buffer. They are processed later, once capacity becomes available.

The word “buffer” sounds fairly comfortable, as though your parcel is patiently waiting with a cup of coffee and a magazine. In practice, it mainly means that the shipment is temporarily standing still without receiving its first scan.

Why is a parcel sent later sometimes delivered earlier?

The frustrating part is that parcels are not always processed in the order in which they arrive.

As a result, an order shipped on Tuesday may be delivered on Wednesday, while a parcel collected on Monday has still not received a new scan. The older shipment remains in the buffer while newer parcels enter the active processing flow immediately.

Understandably, this is difficult for customers to follow. It is difficult for us too. At PostNL, first in does not always seem to mean first out.

Why does PostNL say that the parcel is still with the sender?

If a parcel has not received its first scan, PostNL may tell the recipient that only the shipment information has been submitted or that the sender has not yet handed over the parcel.

That information is not always correct.

In our warehouse, we can see exactly when an order:

• was picked;
• was checked;
• was packed;
• received its shipping label;
• was collected by PostNL.

Once PostNL has collected the parcel, we no longer have any influence over when it is scanned or processed at the sorting centre.

Nevertheless, customers experiencing delays are regularly referred back to us. PostNL has the parcel, while we are left to explain the disappearing act. It is quite a remarkable division of responsibilities.

Why doesn’t PostNL inform customers about this buffer?

We have asked PostNL to provide customers with a direct, written explanation of its limited processing capacity and use of a buffer.

However, PostNL does not wish to communicate this explanation to recipients. As the sender, we therefore have to explain repeatedly why a parcel has been collected but does not yet appear in the tracking system.

That is unfortunate, because clear communication would prevent a great deal of uncertainty, questions and frustration. Parcels may temporarily disappear from the system, but the explanation does not need to disappear with them.

What does “shipment announced but not yet received” mean?

This message means that the shipping label has been created, but PostNL has not yet registered the first processing scan.

There are two possible explanations:

1. The parcel is still waiting to be collected by PostNL.
2. The parcel has already been collected but has not yet been processed or scanned at the sorting centre.

If we have confirmed that your order has actually been shipped, the second situation may apply. In that case, the tracking information is lagging behind the parcel’s physical journey.

When should I contact you about a delayed parcel?

A missing scan on the shipping date or the next working day is frustrating, but it does not immediately mean that the parcel is lost. The first scan often appears once PostNL processes the shipment from its buffer.

If the tracking status remains unchanged for a longer period, please contact us and always include your order number. We will then check the shipping information and determine which further steps are possible.

What can you do if your PostNL parcel is delayed?

• Check the latest information through the official tracking service.
• Check whether the planned delivery date has changed.
• Check whether the parcel has been delivered to a neighbour or PostNL service point.
• Check whether you have received an email from PostNL.
• Contact us with your order number if the shipment remains unchanged for an extended period.

Unfortunately, we cannot personally liberate your parcel from the sorting centre. Otherwise, we would already be on our way with a van.

Your parcel is not automatically lost

If the tracking information is not being updated, the parcel is usually delayed rather than immediately lost. It may already be with PostNL while waiting for its first scan or further processing.

We understand that this is frustrating. You ordered an item because you need it, not because you are curious how many days a cardboard box can remain unnoticed inside a sorting centre.

We continue to monitor delayed shipments and contact PostNL when parcels remain stationary for too long. As soon as a shipment is scanned again, its updated status will automatically appear in the tracking information.

Until then, “shipped today, delivered tomorrow” sometimes remains more of an optimistic outlook on life.