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Online Sellers Protest Changes to USPS Mobile App

The US Postal Service updated its iPhone app on November 20th, and users are complaining about problems with the new version. One of the biggest complaints – users say the process of scheduling a pickup is now so laborious that they’re giving up on using that feature on the app.

A reader told EcommerceBytes that after the USPS app on her iPhone was recently updated, the features she used most don’t work. “Before the update, I could click “schedule pickup” and see a list of recent pickups and then could duplicate, update the number of packages and weight, and I was done in about 15 seconds. Now, it requires my name, address, email address, phone and and package information to be entered every time. This is so annoying and totally defeats the purpose of using the app,” she said.

Another feature she had used was called “order supplies” – it is completely gone now, she said. “There is now a My USPS button which takes you away from the app and to their website where you have to enter a user id and password. This is such a clunky method. I want my old easy to use app features back.”

While “all versions” of the USPS mobile app received an average rating of 3.5 stars from 14,201 reviews, the current version has an average rating of 1.5 stars from 34 reviews.

Two of the most recent reviews in iTunes complain about the same problem with scheduling a pickup. A third reviewers said the app is also slower than the website. “It actually gives up and sends you to the website when you want to do anything other than track a package or get an estimated price,” they wrote.

They also said the app uses precious storage space on their iPhone, and wrote, “Just like the website, your ONLY option for sending packages is FLAT RATE! No such thing as FIRST CLASS, no such thing as MEDIA MAIL. You have to go to the physical post offices to do that! First Class is like half the cost of Priority, and even cheaper if you’re sending media!”

They called the new version a “waste of time, space and effort,” and said they would be removing it from their iPhone.

Update 11/30/15: Roy Betts, spokesperson for the US Postal Service, provided us with the following statement on Monday (note that we had reached out to the agency on Friday):

“A Nov. 30 article posted by EcommerceBytes.com raises customer concerns about an update to the Postal Service’s mobile application for Android and iPhone that affects the Schedule a Pickup feature.

“The Postal Service is aware of the concerns addressed in the article and is working hard to return the functionality, which makes it easier for a customer to recreate and modify an existing pickup. We apologize for any inconvenience. We appreciate our customers’ feedback and hope to restore this convenient feature for our customers soon.”

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Ina Steiner
Ina Steiner
Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). She is a member of the Online News Association (Sep 2005 - present) and Investigative Reporters and Editors (Mar 2006 - present). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com. See disclosure at EcommerceBytes.com/disclosure/.